Case Management
Discussion List
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea… -
Case Worker cannot edit caseSummary: Case workes are unable to edit cases all of a sudden. I checked all the permissions and privileges and they have the correct rights. I have a list of case worke…
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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Custom Fields on Create Case page to have List of Values rather than free textSummary: We are having custom fields for Create Case page, but all of them are text fields. We want to have some of the fields to have a list of values that the user can…
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Custom Access Group Rule Not WorkingSummary: We've created custom access groups for Case Workers and Case Managers. Case Workers should have access to the cases where they are a member of the team. We are …
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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Filter out list of values for manager titleSummary: I have created a custom field called Line Manager in case management. I want to configure the list of values so that only employees with the manager title are l…
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Unable to see custom field filters in Redwood Case management and HR Help desk list viewSummary: I have created custom fields in application composer but they are not pushing through to the Redwood HR Help Desk and Case Management filters on the list page A…
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Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
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HR Help Desk and Case Management attachment filesSummary: For HR Help Desk and Case Management where are the attachments/files stored that are uploaded? Is there a guide on how these files can be accessed later on if s…
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Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Escalate to Case smart action getting stuck on pageSummary: When I use the Escalate to Case smart action I am able to see the case successfully but it keeps getting stuck on this page. I always have to completely close a…
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Customise fields on Case ManagementSummary: Customise fields on Case Management so field Department field loads the correct source of information Content (please ensure you mask any confidential informati…
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Create Case error occurring on submissionSummary: Create Case error occurring on submission Content (please ensure you mask any confidential information): I am trying to create a case but when I select submit I…
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Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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How to enable Print functionality in Case ManagementSummary: How to enable print functionality in Help Desk request and Case management cases. Printing should have all the data, history of the HR requests and Case. Conten…Chandra Shekhar Narayan 4 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Implement Case Management Without HR Help DeskSummary: Customer only wants to track grievances. Is there a way to opt-out of Help Desk and just use Case Management? Would case workers need to be help desk agents any…
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Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
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Is it expected behavior that we cannot update a case after it has been closed?User want to be able to reopen a case but there is an error that says we cannot update a closed case. can we edit the configuration in case this is not expected.
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…