Case Management
Discussion List
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Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som…Chandramouli Yangareddy 51 views 3 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
Create field that adds multiple contacts in RedwoodSummary: I want to create a field that is able to add multiple contacts in Visual Builder as I don't believe it can be done in Application Composer. I am implementing th…
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Oracle Fusion-Deletion of attachment in casesHello Team, Currently, with the role of the case worker, we are unable to delete/remove any attachment; however we are able to do it as the case manager. We have current…Rajaraman Subramanian 31 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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Import Audit logs from Oracle Service cloud (Right Now)to Oracle Fusion Help Desk or Case ManagementSummary: As part of our migration initiative from Oracle Service Cloud to Oracle Fusion Help Desk and Case Management, we intend to move not only the case management dat…Chandramouli Yangareddy 51 views 3 comments 0 points Most recent by Michelle Walter-Oracle Fusion Service
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Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
What role is required to add contact to case?Summary: We are using the CRM stripe for HR Help Desk Case Management. When the Case Manager tries to add a contact using the + sign, they are redirected to the home pag…
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Conflicting relationship issue while creating SR relationshipsHi, In creating Relationships, should not be able to mark a Service Request as a Parent to it’s own Grandparent Service Request and other conflicting relationships betwe…
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Case Worker Cannot see ConversationSummary: We are using access groups with custom roles for case managers and workers. Case team members can create conversations and view them on the case but cannot acce…
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Praveen Gehlot 51 views 3 comments 0 points Most recent by Narendra More-Support-Oracle Fusion Service -
To restrict the number of recipients in web messages sent through hr help desk and case managementSummary: To restrict the number of recipients in web messages sent through hr help desk and case management Content (please ensure you mask any confidential information)…Rajaraman Subramanian 11 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Fusion Service
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Case creation alert not being sent to specific ResourceSummary: In case management I only want the Case Managers to be notified when a new case is created. I wrote a script to specifically send a notification to a specific C…
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how can I remove Service request Update from SR Activity panel?I want to display only action, call and email related update in SR activity panel and I have checked in configure display activity. unchecked make for display but still …
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Help Desk Admin should not see casesSummary: Is there a privilege providing access to cases for the Help Desk Admin? We are trying to use a custom access group for Admins- they should not have any Case Man…
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Is there a notification to notify a specific resource when case is updated?Summary: We want a notification to a specific case when cases are updated. We do not want to use the conversation feature- we want to send a notification to the Director…
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Action due date override doesn't override the next step due datesSummary: We have enabled the override for Due dates in Action plan steps using profile option "ORA_SVC_AP_ENABLE_ACTIVITY_DATES". Override is working for first action in…
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'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C…
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Set notifications/reminders for the Create Appointment and Create Task smart actions.Summary: In Case Management I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues date is getting closer I would …
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Remove field from Smart ActionSummary: For the Create Task Smart Action I want to remove the 'Type' drop down menu. How would I go about doing this? Content (please ensure you mask any confidential i…
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Add Contact action in case management is not loading any namesSummary: The Add Contact action in case management is not loading any names. When I select the Add Contact it looks like its about to load names but then nothing is list…
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Send notification to Assignee Resource as a reminderSummary: Send notification to Assignee Resource as a reminder Content (please ensure you mask any confidential information): I have created some custom date fields on th…
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Location for custom Lookup fields created in Application composerSummary: When I create my custom fields in Application Composer for Case and HR Help Desk objects is there a location in Set up and Maintenance I can access when amendme…
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Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
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Case and Request relationship table not showing affected personSummary: When linking a case to case or case to request and vice versa I can see the list of requests or cases I can select from (as shown below). However, I was trying …
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…