Case Management
Discussion List
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Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields… -
Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…
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Relationship Type not showing affected personSummary: When creating a relationship with another case or request I want to be able to see the Primary contact or other contacts so I can see who the case is about. At …
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Case Management integration with 3rd party tool NavexSummary: New Implementation of Case Management, Is there a way to integrate 3rd party tool like Navex with Case management using REST API Content (please ensure you mask…
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Case Management/HR Helpdesk delivered OTBI reports not openingHi Everyone, I am facing issue accessing the delivered case management OTBI analyses that is found under Shared Folders > Service > Embedded Content > all Help Desk subj…
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Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
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Processing emails from customersSummary: I am looking for ideas on how other customers handle email communications from customers after implementing Oracle Fusion Content (please ensure you mask any co…
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Escalate to Case - limited to number of fields displaying in UISummary: When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice f…
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Request for Guidance on Deleting HRHD Cases Post Environment Clone.Following the P2T activity, we need to delete all cases from the lower instance. Please advise on the appropriate process or tool to delete all cases at once.Prathap Reddy Devarapalli 12 views 2 comments 0 points Most recent by Prathap Reddy Devarapalli Help Desk
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR… -
Does Redwood Case Management have seeded Approval Workflows?Summary: Case Management implementation for our client Content (please ensure you mask any confidential information): we are going to implement case management for our c…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…
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Case Management SearchI'm not very familiar with HR Help Desk or Case Management, so reaching out for some help. When using the Cases landing page, I am trying to search for cases that includ… -
Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…
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Guidance on custom contact creation in Case ManagementSummary: Hi, is there guidance/documentation on how to specifically create custom contacts in Case Management? Content (please ensure you mask any confidential informati…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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HRHD Stripe vs CRM StripeSummary: Currently, we are using the HRHD stripe for both HR Help Desk and Case Management. What are the benefits and draw backs of sharing the HRHD stripe? Should we us…
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Is it possible to add values under document category while uploading files?Hello Team, While creating a case, when a document is being added/loaded, under the type, instead of miscellaneous, can other file type names be added? How to do so and …
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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Case Management: Requirement for Cases to be Restricted to certain Case managersSummary: Our customer has a requirement for Cases that are related to HR employees to only be visible to specific Case Managers. We've tried creating a custom field and … -
Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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Redwood Case Management - Security based on QueueSummary: Our customer has Redwood Next Gen HRHD - 23A. They have a licience for HR Helpdesk but not for Service. I want to use queue assignment based on category for the…
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Steps to be followed after refresh helpdeskHi Team, After the refresh, the helpdesk is not working properly. The agent page is not opening, and notifications are not being triggered. They are triggered in some ca…