Case Management
Discussion List
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There is data in the custom fields in OTBI but they are not showing in the UISummary: We have created a number of custom fields in Case Management for different case types and we are migrating data over from a legacy system. Most of the data has … -
Case status is automatically set to 'Closed'Summary: Case status is automatically set to 'Closed' when the corresponding 'Escalate to Case' Smart Action is set to 'Complete' on the original HRHD Service Request. C…
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Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Visual Builder Studio Redwood Package | Release over weekdays or weekend?Summary: I would like to understand when other developers of Redwood Service are deploying their changes. Content (please ensure you mask any confidential information): … -
Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
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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… -
Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
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Course on Case Management in Oracle UniversitySummary: Hello Experts, Is there any course on Oracle University to understand Case Management? Content (please ensure you mask any confidential information): Version (i… -
Unable to escalate helpdesk tickets to CaseSummary: We have run the 'Migrate Shared Queues and Categories to Case' process to copy all the helpdesk queues and category to Case. Now when we are trying to escalate …
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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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Recap of 26A Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…Edson Junior, Oracle 2.9K views 27 comments 3 points Most recent by Edson Junior, Oracle Fusion Service -
Case Management - The Case Category displays as an ID number not a descriptionSummary: We are using Case Management for HR Help Desk/Employee relations cases and have utilised the category field to give us granularity of the different categories o…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
HR Help Desk Case Management–Cases visible in OTBI but not under Case tile / Unable to create queuesSummary: We are implementing HR Case Management in Oracle HCM HR Help Desk (Redwood / mixed UI environment) and are running into a visibility and configuration issue. Cu…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business …
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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' ' icon is not there next to Primary contact field in case creation page.Summary: Previously when creating a case, next to the Primary Contact field, there was a "+". If you click on this, it allows you to create an external, third-party cont…