Case Management
Discussion List
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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… -
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 … -
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…
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Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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How i can add dropdown list of values in contact section of Next Gen HRHDSummary: Hi All I am currently working on migration of classic helpdesk to next Gen Help desk. I have a requirement for Agent view - In Contact section under Relationshi…
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Action plans in case managementSummary: Are action plans in case management used to manage the steps/actions of the Agents only, or can we add actions/tasks that must be performed by Primary Contact? …
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Using Case Management to manage bulk retrenchmentsSummary: We are implementing HR Help Desk with Case Management and are wondering if anyone is using case management to manage and track retrenchments. For multiple retre…
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1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in…