Case Management
Discussion List
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Tasks in Case ManagementSummary: If I add an action plan, I'm expecting the Tasks type actions to show under the Tasks section in the Case Details page, however it's only showing Tasks that I'v… -
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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Trigger Email notification when specific category is added in attachmentSummary: Hi, We have added attachment category "Notice of Action" under attachment. Our Use case is : when user add that type of category into the attachment under Case …
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Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
Is it possible to search for a document within a case?Summary: Our client has a requirement where they would like to be able to search for a document within a case so that is easy to retrieve and provide if needed. Does thi… -
Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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Unable to assign a case to someoneSummary: I'm unable to assign a case to a resource member. The error message just says " Please try again later and if the issue persists, contact your help desk." What …
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Is it possible to only show email conversation in a subview or panel?Summary: Is it possible to only show email conversation in a subview or panel? Content (please ensure you mask any confidential information): On activities panel, we can…
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Automatic assignment of service request for manual queue changesGood day, I have two queues that are being used for a specific service request category. For the first queue the case is assigned using service assignment rules to check…Stephan van der Walt 42 views 4 comments 0 points Most recent by Stephan van der Walt Fusion Service
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How to convert a service request to a caseWe need to escalate a Service Request to a case. How do we do it through Helpdesk or Case Management?
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NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
How to set up Case types and Primary Households in Case management for HR Help Desk?Summary: How to set up Case types and Primary Households in case management for HR Help desk ? Content (please ensure you mask any confidential information): While editi…
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Capacity of Helpdesk agentSummary: Please let me know the maximum capacity that can be assigned to a Helpdesk agent. Also, please let me know the maximum capacity of an agent present in the Overf…Moumita Chakraborty 11 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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Case management, communicate through systemSummary: As a member of employee relation team could i be able to communicate to members via email, teams etc? If it is possible, we would want to communicate with numer…
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Are there standard notification scripts I can use specifically for the Case form?Summary: Case Notification scripts to use in Application composer Content (please ensure you mask any confidential information): Are there standard notification scripts …
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NextGen:Need sample groovy Send Notification to Generic Email When Ticket Assigned to Specific QueueSummary: Hello Experts, Need a notification to be sent to a specific generic address email when a ticket is assigned to a particular queue. Content (please ensure you ma…
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Escalate to Case Action - Stripe Code errorSummary: Customer wants to implement case management, while keeping Helpdesk as the entry point. For cases the stripe we are going to use is CRM as we do not want to use… -
Unable to edit custom field for Case in Application composerSummary: Content (please ensure you mask any confidential information): I am trying to make some changes to a an existing custom field. I can add additional meaning but …
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re…
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Getting offline status while creating a connection using Intelligent Advisor in case managementSummary: We are encountering an offline status while trying to create a connection using Intelligent Advisor in case management. Could you please help us resolve this is…Nusrat Shaheen 53 views 2 comments 2 points Most recent by Nusrat Shaheen Intelligent Advisor for Fusion Service -
How to Set up SLAs for an Organization that has different countries, different coverage schedulesHi All, I am trying to set up SLAs for HR Help Desk and the catch is the Organization has service in multiple countries and therefore it should be operated with differen…
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NextGen Helpdesk Error: The value of the attribute Channel ID isn't validSummary: Hi Experts, I am encountering the error 'The value of the attribute Channel ID isn't valid.' when creating a Service Request (SR). My goal is to send both an em…Hiba Ghoualmia 145 views 5 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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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…