Case Management
Discussion List
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help… -
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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Unable to Link Cases - Case ManagementSummary: Hi All, We are facing an issue in Case management where we are trying to create a relationship with Case object. When are trying to link current case to other c…
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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…
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Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au…
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custom case management fieldsSummary: Hi @Chris Warner , there is currently a limit to the number of date fields available to create in the Case object. We have a customer who is looking at requirin…
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Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Does Oracle Cloud Case Management have the ability to integrate with OutlookWe are looking for the ability to create or schedule appointments from a Case Management case and have the meeting automatically reflected in Outlook, including sending …
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass…Sheetal Ravindra Shedbalkar 32 views 6 comments 0 points Most recent by Sheetal Ravindra Shedbalkar Help Desk -
Hide Relationship Type values in Case ManagementSummary: Hi All, We want to hide values in Relationship Type field. We have checked the task "Manage Relationship" however, we haven't found exact values which are shown…
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…