Case Management
Discussion List
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case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
Actions keep bringing up error when submittedSummary: Afternoon all, I'm not sure why this suddenly keep happening but when I create Actions for the Case form I keep getting an error message once its submitted. I h… -
Visual Builder not showing the changes made in Case formSummary: When using Visual Builder to make changes to the Case form I can see the number of fields being displayed and ones that are hidden (as attached) When i selected…
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Can I create tags that depend on the Case Type?Summary: Can I create tags that depend on the Case Type? So for instance if the case type was Disciplinary then a number of tags would contain reasons such as Breach of …
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Audit not working in Case ManagementSummary: Audit policies are turned on and synchronized. We are still unable to produce any results in audit. Are there any additional processes we can run? Content (plea…
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Oracle HCM Cloud: Human Resources Help Desk courseSummary: Good day all! I am currently doing the course : Oracle HCM Cloud: Human Resources Help Desk. I am learning alot but i was hoping it would look more into HR Help…
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How to check if email triggered to employeesFor HR transactions or journey related transaction, we can check if email triggered or not. We can check under transaction console or BPM workflow area or alert history.…
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Next Gen HR Helpdesk Admin does not have access to Primary Contact and Assigned to fieldsHi team, When Creating/ Editing a case, Admin does not have access to these fields: Assigned To Primary Contact Already added HR Analyst to the role and ran processes Al…
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de…
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Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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Auto Assign the case to the employee line managerHi, We need to automatically assign the case raised by the employee by email to his line manager for initial investigation before involving the case manager. Regards
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Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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Add line manager to CaseSummary: Is there a way to add Line Manager of the Person who has raised a case or his/her service request has been converted into a Case Content (please ensure you mask…
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
Case Management web channel conversationSummary: In Case Management, when we do the Create Conversation smart action and select Web as the channel it only allows me to select resources/ those with the case man…
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Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte…
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
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Can we Auto Assign a task in Action Plan Template to an owner dynamicallySummary: Hello Experts, We have a requirement where we need to auto-assign a task in Action Plan Template to an owner dynamically other than the one who adds the action …Vinod Kumar Ummadisetti 11 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Redwood - Purging Cases - Case ManagementHi All Is there a process availalble which will purge Cases in Case Management? Thanks in advance for your help. Thanks Martina
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl… -
Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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How to export the resource detailsHi Team, To add the agents, I heard that we have to add a resource first. But I couldn't see the tasks to identify the resource. 1.Is it possible to see the existing res…