Case Management
Discussion List
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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 … -
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… -
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…
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Can we add multiple Case Managers (Identify resources ) for one Organizations?We need add multiple Case Managers (Identify resources ) for one Organizations.Prathap Reddy Devarapalli 11 views 2 comments 0 points Most recent by Prathap Reddy Devarapalli Help Desk
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Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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Case Management access group- based on contact relationshipSummary: I have requirements for case management for 2 access groups: Group 1 - Employee Relations team have full access and can see all cases- assigned the OOTB Case Ma…
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Case Workers should only see their caseSummary: In previous releases, case workers only saw cases assigned to them. Does anyone know how to achieve this? I am having difficulty with access groups. Content (pl…
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Feedback process in Helpdesk requestPlease let us know if there is any feedback process present in HR Helpdesk . Once a helpdesk request is closed is there any feedback process present in HR helpdesk throu…
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WhichRestAPI should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk?Summary: Which Rest API should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk? Content (please ensure you mask any confidential informat…Samarth upadhyay 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Where do SRs live when they are "soft deleted?"Summary: The profile option SVC_SR_IN_DELETED_DAYS description states: "The number of days an SR has been soft deleted before it will be purged from the database. Must b…
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Internal help desk customizationHi, Can anyone please advise if its even possible to customize Internal help desk via VB studio? We have a requirement to hide a few fields on "Create internal SR" page …
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Reporting on completed action plan actionsSummary: Hi, Our client wants to be able to report on when action plan actions are marked as complete, this is to ensure Next Gen Agents/ Case Workers/ Managers are comp…
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Unable to hide Add contacts and Add team while creating CaseHi Team, We have a requirement to hide add contacts and add team members while creating case on redwood UI. From VBS there is no option to hide these 2 sections can you …
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Is it possible to edit the Email Notification sent from Case Management?I would like to amend the generalized email notification that is sent from case management. Currently this is a no response email notification. I would like to adjust th…
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Turn off notifications which is getting generated when contacts and resources are added within case.Summary: We need to turn off meeting updated notifications which is getting generated when contacts and resources are added under appointment within case. However, we ar…Prathap Reddy Devarapalli 12 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to… -
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…