Case Management
Discussion List
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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 … -
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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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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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… -
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… -
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… -
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 46 views 2 comments 0 points Most recent by Nusrat Shaheen Intelligent Advisor for Fusion Service -
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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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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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 >…
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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 37 views 5 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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The PPOC is blank on the front page of the case managementSummary: The PPOC is blank on the front page of case management, even though it has already been added (through 'Add Employee Contact' and marked as Primary). If we use … -
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…
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Create further individual cases from a collective caseSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Is that possible to Manage a grievance that belongs to a collective groupSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Address participants in the group individually or collectivelySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Add and remove participants from collective groupsSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Provide different outcomes to different group membersSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Actions and plans due date is not reflecting correctly after being updated the due dateSummary: When the case Manager updates the due date in the actions and plans task, but updated due date is still not reflecting. Attaching screenshot. Content (please en…
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Then a HR team member can contact, and address case matters for allSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
Set multiple SLA's for different aspects.Summary: As a member of the employee relations team, I should be able to Set multiple SLA's for different aspects. Content (please ensure you mask any confidential infor…
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Start/ Stop/ Place on Hold SLA'sSummary: As a member of the employee relations team, I should be able to Start/ Stop/ Place on Hold SLA's Content (please ensure you mask any confidential information): …
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See the SLA timescale, start, end or remaining period.Summary: As a member of the employee relations team, should I be able to See the SLA timescale, start, end or remaining period. Content (please ensure you mask any confi…
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NextGen HelpDesk: Need help to include TO & CC recipients using a Groovy scriptSummary: Hello Experts, I need help with a Helpdesk Groovy script. I want to send an email that includes both CC and BCC. Currently, I am able to send an email TO the re…
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Provide attachments and links to relevant information that can be viewed by external access.Summary: Is that possible to provide attachments and links to relevant information that can be viewed by external access. Content (please ensure you mask any confidentia…
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Categorise requests appropriatelySummary: As a member of the employee relation team I should be able to Categories requests appropriately Content (please ensure you mask any confidential information): V…
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Remove the category and leave blankSummary: As a member of the employee relations team, I should not be able ton remove the category and leave blank so is that possible? Content (please ensure you mask an…