Case Management
Discussion List
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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… -
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 1 view 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…
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Is there a way to create a Date field with a start and end date in Application Composer?Summary: Is there a way to create a Date field with a start and end date in Application Composer? Content (please ensure you mask any confidential information): I want t…
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Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Visual Builder not allowing me to use Page DesignerSummary: Visual Builder not allowing me to use Page Designer Content (please ensure you mask any confidential information): I am in Visual Builder page designer trying t…
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Hide/show fields condition not working on Case Management formSummary: Hide/show fields condition not working on Case Management form Content (please ensure you mask any confidential information): I am using the following the docum…
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Case Management - Meeting Details in OTBI ReportHi We need to display the Meeting details captured in the Cases in Case Management Page. I didn't find any fields in OTBI CRM/Helpdesk Case Management Real Time Subject …
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Case Type menu to produce a set of values using choice menuSummary: I want to create a choice list for the case type. I have been trying to do this in Visual Builder but with no success. For instance when a Case Type such as Dis…
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Tasks in Case ManagementSummary: If I add an action plan, I'm expecting the Tasks type actions to show under the Tasks section in the Case Details page, however it's only showing Tasks that I'v…
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Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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Unable to assign a case to someoneSummary: I'm unable to assign a case to a resource member. The error message just says " Please try again later and if the issue persists, contact your help desk." What …
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How to convert a service request to a caseWe need to escalate a Service Request to a case. How do we do it through Helpdesk or Case Management?
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NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
Case management, communicate through systemSummary: As a member of employee relation team could i be able to communicate to members via email, teams etc? If it is possible, we would want to communicate with numer…
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Are there standard notification scripts I can use specifically for the Case form?Summary: Case Notification scripts to use in Application composer Content (please ensure you mask any confidential information): Are there standard notification scripts …
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Unable to edit custom field for Case in Application composerSummary: Content (please ensure you mask any confidential information): I am trying to make some changes to a an existing custom field. I can add additional meaning but …