Case Management
Discussion List
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re… -
Getting offline status while creating a connection using Intelligent Advisor in case managementSummary: We are encountering an offline status while trying to create a connection using Intelligent Advisor in case management. Could you please help us resolve this is…Nusrat Shaheen 51 views 2 comments 2 points Most recent by Nusrat Shaheen Intelligent Advisor for Fusion Service -
How to Set up SLAs for an Organization that has different countries, different coverage schedulesHi All, I am trying to set up SLAs for HR Help Desk and the catch is the Organization has service in multiple countries and therefore it should be operated with differen… -
NextGen Helpdesk Error: The value of the attribute Channel ID isn't validSummary: Hi Experts, I am encountering the error 'The value of the attribute Channel ID isn't valid.' when creating a Service Request (SR). My goal is to send both an em…Hiba Ghoualmia 91 views 5 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co…
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Create further individual cases from a collective caseSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Is that possible to Manage a grievance that belongs to a collective groupSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Address participants in the group individually or collectivelySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Add and remove participants from collective groupsSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Provide different outcomes to different group membersSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Actions and plans due date is not reflecting correctly after being updated the due dateSummary: When the case Manager updates the due date in the actions and plans task, but updated due date is still not reflecting. Attaching screenshot. Content (please en…
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Then a HR team member can contact, and address case matters for allSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
Set multiple SLA's for different aspects.Summary: As a member of the employee relations team, I should be able to Set multiple SLA's for different aspects. Content (please ensure you mask any confidential infor…
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Start/ Stop/ Place on Hold SLA'sSummary: As a member of the employee relations team, I should be able to Start/ Stop/ Place on Hold SLA's Content (please ensure you mask any confidential information): …
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See the SLA timescale, start, end or remaining period.Summary: As a member of the employee relations team, should I be able to See the SLA timescale, start, end or remaining period. Content (please ensure you mask any confi…
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NextGen HelpDesk: Need help to include TO & CC recipients using a Groovy scriptSummary: Hello Experts, I need help with a Helpdesk Groovy script. I want to send an email that includes both CC and BCC. Currently, I am able to send an email TO the re…
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Provide attachments and links to relevant information that can be viewed by external access.Summary: Is that possible to provide attachments and links to relevant information that can be viewed by external access. Content (please ensure you mask any confidentia…
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Categorise requests appropriatelySummary: As a member of the employee relation team I should be able to Categories requests appropriately Content (please ensure you mask any confidential information): V…
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Remove the category and leave blankSummary: As a member of the employee relations team, I should not be able ton remove the category and leave blank so is that possible? Content (please ensure you mask an…
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Select subcategories related to the selected categorySummary: As a member of the employee relations team, I should be able to select subcategories related to the selected category Content (please ensure you mask any confid…
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Receive a request from terminated / inactive employeesSummary: Is that possible to receive a request from terminated/ inactive employees Content (please ensure you mask any confidential information): Version (include the ve…
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Change the category of completed requestsSummary: As a member of the employee relations team, I should not be able to change the category of completed requests what is the possible way? Content (please ensure y…
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Visual Builder duplicates not deletingSummary: I am unable to delete duplicates i have created in visual builder for the hr help desk form. I'm not sure if its causing the form to appear blank in the test en…
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NextGen: Need a sample Groovy when SR closed by Agent/RequesterSummary: Hi Experts, When SR closed by Requester/Agent I want to send BELL Notification & Email as well, could anyone having sample groovy please share it with me. @Reet…
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Reporting on Primary Contacts in OTBISummary: How can we join the CRM/Help Desk - Case Management Real Time (or Help Desk - HR Service Requests Real Time) subject area to another person based/Workforce Mana…Ben Gill 71 views 4 comments 0 points Most recent by Pallavi-Bhosale Reporting & Analytics for Fusion Service -
Case Manager and workers are getting RestActionSummary: Our Case Managers and workers are getting "Exception during RestAction" They are not getting this error in Help Desk, only Case Management. This happened only i…
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What is the maximum video size in Case Management?Summary: Client is looking to attach videos to cases that could be up to an hour long. What is the maximum size? Content (please ensure you mask any confidential informa…