Case Management
Discussion List
-
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… -
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…
-
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…
-
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…
-
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…
-
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 …
-
1Export and Import Standard lookups from one instance to anotherSummary: Is there anyway of importing standard lookups from one instance to another? For example i would like to export and import the lookup items for ORA_SVC_CASE_CONT…
-
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…Chandra Shekhar Narayan 2 views 4 comments 0 points Most recent by Chandra Shekhar Narayan Help Desk
-
'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…
-
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 …
-
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…
-
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…
-
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…
-
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…
-
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…
-
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 …
-
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)…
-
Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
-
Mass reassign records to other HR Agents?Summary: In HRHD and Case Management is there a feature that allows mass reassignment of records to other HR Agents? For example in a situation where a HR Agent has unpl…
-
Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…
-
Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields…
-
Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…
-
Relationship Type not showing affected personSummary: When creating a relationship with another case or request I want to be able to see the Primary contact or other contacts so I can see who the case is about. At …
-
Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
-
Case Management integration with 3rd party tool NavexSummary: New Implementation of Case Management, Is there a way to integrate 3rd party tool like Navex with Case management using REST API Content (please ensure you mask…
-
Case Management/HR Helpdesk delivered OTBI reports not openingHi Everyone, I am facing issue accessing the delivered case management OTBI analyses that is found under Shared Folders > Service > Embedded Content > all Help Desk subj…
-
Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
-
Processing emails from customersSummary: I am looking for ideas on how other customers handle email communications from customers after implementing Oracle Fusion Content (please ensure you mask any co…