11 Configuring Expiry/Overdue for Cases

The expiry/overdue behavior can be configured using the customercare.properties file, located in the WEB-INF\classes folder of Adaptive Risk Manager.

The default setting is for CSR cases to "expire" after 24 hours and Agent cases to become "Overdue" after 24 hours. Once a CSR case expires, CSR Agents cannot access them. CSR Managers have to extend the expiration time so that CSR Agents can access them. Agent Users and their managers can access Agent cases even if they are Overdue. Once accessed the "Overdue" time is automatically increased by 24 hours.

Information to change the default behavior is provided below.

11.1 CSR Cases

The CSR Cases section contains information to

• Set the "Expiry" Behavior for CSR Cases (Default Setting)

• Disable "Expiry/Overdue" Behavior for CSR Cases

• Set "Overdue" Behavior for CSR Cases

11.1.1 Set the "Expiry" Behavior for CSR Cases (Default Setting)

To set "expiry"behavior for CSR cases (default setting), modify the following properties as shown below.

customercare.case.expirybehavior.enum.csrcase.behavior = expiry 
customercare.case.expirybehavior.enum.csrcase.label = Expired
customercare.case.expirybehavior.enum.csrcase.durationInHrs = 24
customercare.case.expirybehavior.enum.csrcase.resetonaccess = false

11.1.2 Disable "Expiry/Overdue" Behavior for CSR Cases

To disable the "expiry/overdue" behavior for CSR cases, modify the following property as shown below.

customercare.case.expirybehavior.enum.csrcase.behavior = none 

Note:

You will not need to change the other parameters.

11.1.3 Set "Overdue" Behavior for CSR Cases

To set "overdue" behavior for CSR cases, modify the following properties as shown below.

customercare.case.expirybehavior.enum.csrcase.behavior = overdue customercare.case.expirybehavior.enum.csrcase.label = Overduecustomercare.case.expirybehavior.enum.csrcase.durationInHrs = 24customercare.case.expirybehavior.enum.csrcase.resetonaccess = true

11.2 Agent Cases

The Agent Cases section contains information to

• Set "Overdue" Behavior for Agent Cases (Default Setting)

• Disable "Overdue/Expiry" Behavior for Agent Cases

• Set "Expiry" Behavior for Agent Cases

11.2.1 Set "Overdue" Behavior for Agent Cases (Default Setting)

To set "overdue" behavior for Agent cases, modify the following properties as shown below.

customercare.case.expirybehavior.enum.agentcase.behavior = overdue
customercare.case.expirybehavior.enum.agentcase.label = Overdue
customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24
customercare.case.expirybehavior.enum.agentcase.resetonaccess = true

11.2.2 Disable "Overdue/Expiry" Behavior for Agent Cases

To disable the "overdue/expiry" behavior for Agent cases, modify the following property as shown below.

customercare.case.expirybehavior.enum.agentcase.behavior = none

Note:

You will not need to change the other parameters.

11.2.3 Set "Expiry" Behavior for Agent Cases

To set "expiry"behavior for Agent cases, modify the following properties as shown below.

customercare.case.expirybehavior.enum.agentcase.behavior = expiry
customercare.case.expirybehavior.enum.agentcase.label = Expired
customercare.case.expirybehavior.enum.agentcase.durationInHrs = 24
customercare.case.expirybehavior.enum.agentcase.resetonaccess = false