Case Management
Discussion List
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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… -
Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
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Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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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)…
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Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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Filter out list of values for manager titleSummary: I have created a custom field called Line Manager in case management. I want to configure the list of values so that only employees with the manager title are l…
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Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case…
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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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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Escalate to Case smart action getting stuck on pageSummary: When I use the Escalate to Case smart action I am able to see the case successfully but it keeps getting stuck on this page. I always have to completely close a…
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I want to change/update custom fields based on the changes made to another custom fieldSummary: I want to change./update custom fields based on the changes made to another custom field Content (please ensure you mask any confidential information): I want t…
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Customise fields on Case ManagementSummary: Customise fields on Case Management so field Department field loads the correct source of information Content (please ensure you mask any confidential informati…
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Create Case error occurring on submissionSummary: Create Case error occurring on submission Content (please ensure you mask any confidential information): I am trying to create a case but when I select submit 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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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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How to enable Print functionality in Case ManagementSummary: How to enable print functionality in Help Desk request and Case management cases. Printing should have all the data, history of the HR requests and Case. Conten…Chandra Shekhar Narayan 3 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Implement Case Management Without HR Help DeskSummary: Customer only wants to track grievances. Is there a way to opt-out of Help Desk and just use Case Management? Would case workers need to be help desk agents any…
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Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
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Is it expected behavior that we cannot update a case after it has been closed?User want to be able to reopen a case but there is an error that says we cannot update a closed case. can we edit the configuration in case this is not expected.
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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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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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…