Case Management
Discussion List
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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… -
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… -
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… -
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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Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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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 … -
Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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Built a solution with multirow custom fields for InvestigationSummary: As part of the investigation process, there is a requirement to capture data and discussions in defined fields for each interviewer. We need to design a solutio… -
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… -
Bulk Import of resourcesHello Team, This is a query regarding the resource identification process through which any agent/administrator will be added to a queue/access group; currently it is be…
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som…Chandramouli Yangareddy 35 views 3 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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Create field that adds multiple contacts in RedwoodSummary: I want to create a field that is able to add multiple contacts in Visual Builder as I don't believe it can be done in Application Composer. I am implementing th…
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Oracle Fusion-Deletion of attachment in casesHello Team, Currently, with the role of the case worker, we are unable to delete/remove any attachment; however we are able to do it as the case manager. We have current…Rajaraman Subramanian 29 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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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…
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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…
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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…
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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…