Case Management
Discussion List
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External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei… -
Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Custom Description field in HR Help Desk not listed in Action Plan Action attributesSummary: I have created a custom description field in Application Composer for the HR Help Desk. When I attempt to configure it into the Action Plan Action settings its …
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Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
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Case Management ReportingSummary: For Case Management my client would like to run a report that produces data relating to the Person number, Department, Job Title, ..etc Can you advise what tabl…
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
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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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…
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Approval in Help Desk and Case ManagementSummary: Can we set up for approval in Help Desk or Case Management module in Oracle Fusion ? Content (please ensure you mask any confidential information): Version (inc…
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How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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Action Plan Smart Action - renaming issueSummary: I have renamed the Add Action Plan Smart Action in Case Management but now the Action items are not loading. It was working fine before it was renamed. I duplic…
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Configuring Audit in HR Help Desk and Case Management for RedwoodSummary: i have followed the below instructions to configure auditing for both HR Help Desk and Case Management but still no success. Is this supposed to give me permiss…
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Need to avoid Duplicates for the ticket generating via email with same subjectdate and emailHello Team, In HR Helpdesk, we have a requirement, if any email having the same date within four hours, to and from email address (i.e. Sent to the same mailbox from the…
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Case Management for Grievance handling and Transfer AppealsWe need to implement Grievance Handling and Transfer Appeals in Oracle. I believe Case Management is the most suitable module to support this functionality, but I would …
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Is there an Oracle University course available for Case Management in Oracle HCM?Summary: Does anyone know if Oracle University offers a course specifically focused on Case Management within Oracle HCM? I’m looking for structured training options. Ap… -
Can you restrict case manager access by queues that they are in?Summary: We have a requirement for a case manager to only be able to see cases for which queues they are assigned to. We have a custom security role built which is still…
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What privileges grant access to Configure Adaptive Search?All the Oracle docs mention that you must have AIC in order to Configure Adaptive Search in setup and maintenance, however, I am wondering which specific privileges/DSPs…
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Groovy Script for Action Plan due date notificationSummary: We have due date duration defined for each action within action plan which is added in a Case. How can we share a reminder to Assigned to Person of Case when du…
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Why cant case workers and managers see the household tile?Summary: Case workers and managers have all necessary privileges. When I add the Application Implementation Consultant role to a user, then they can see the Household ti…
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Data conversion from Peoplesoft to Oracle - Grievances & Disciplinary Actions in Helpdesk moduleSummary: Can we convert historic data from peoplesoft application to Oracle cloud of Grievances & Disciplinary Actions in Helpdesk module?
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Unable to create new case in Redwood due to Business UnitSummary: I am setting up Case Management in a client environment but every time I try and create a new case I get the Error message below, I have given myself permission…
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Oracle Helpdesk - Availability of SmartText based on Queues/Categories ?Summary: The requirement of my client is to see if the smartText can be made available to the agent based on Queues/Categories.Eg. If the Agent belongs to Payroll then c…
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Not able to see Redwood Case Queues - ORA-00001 ErrorSummary: Hi all, I had successfully implemented the queues for cases as part of the 25C release in a previous environment for our client. However, in our TEST environmen…
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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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Appeals Process handling in HR HelpdeskSummary: Appeals Process handling in HR Helpdesk Content (please ensure you mask any confidential information): Hi All, Greetings! This is about a requirement of definin…