Case Management
Discussion List
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Has anyone experienced the 'SVC-5295539' when using the 'Update Queue' smart action for a case?Kia ora. We're currently in development phase of implementing case management (under HR Help Desk) in our organisation, which included enabling some delivered Smart Acti… -
How to close HR Helpdesk Service Requests in bulkSummary: How to close HR Helpdesk Service Requests in bulk Content (please ensure you mask any confidential information): Hi All, Greetings! We have the requirement to d… -
Access Groups not workingSummary: Added two access groups Group 1: Group Members: Employee A Object Rule: Allows full access Condition: Cases with Case Type = 'XXXXX' Group 2 Group Members: Empl… -
On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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Error on case creation page and also after case creation.Case creation landing page showing below error popups Exception during RestAction Error response during RestAction And after creating the case below error is showing and… -
Groovy Script for Notification Trigger is not workingSummary: Groovy Script for Notification Trigger is not working Content (please ensure you mask any confidential information): Hi All, Greetings! We are currently working…
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Last Updated Date in Case to include Note Posted DateSummary: The Last Updated Date in Case does not update when a case manager posts a new note to the case. How do we ensure that it's updated to reflect the latest activit… -
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…
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Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Filtering cases using the Team Member filterSummary: In Case Management, when using the filters to filter the landing page view the 'Team Member', 'Team Member or Hierarchy of', 'Queue: Team Member' and 'Queue: Te…
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Case page is not loadingCase Page is not loading.
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Reporting on Primary Contacts in OTBISummary: How can we join the CRM/Help Desk - Case Management Real Time (or Help Desk - HR Service Requests Real Time) subject area to another person based/Workforce Mana…Ben Gill 151 views 6 comments 0 points Most recent by UdayrajSingh Reporting & Analytics for Fusion Service -
Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Inactive Document Types displaying in Copy to Document Record feature in Help DeskSummary: Hi All, We recently enabled "Copy to Document Record" feature in HR Help Desk and noticed that the document type LOV is displaying the Inactive document types a…
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Not to show case details page to employeeHi Experts What if we don't want to show Case Details page to employee once they create a case. Instead of below page can we just show them a pop up with message Case ha…
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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… -
How to enable Milestones on Case pageHi Experts As we have Milestones on Helpdesk Request page as below: Is it possible to add similar on Case page?
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Milestone / SLA Setup for Oracle Case ManagementSummary: Hi Community, We are implementing Case Management on Oracle Cloud and are looking to configure SLA / Milestone tracking on cases. However, we do not see any Mil…
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How can a Case worker send email to non-case worker employees through conversation in Redwood?Summary: In the responsive UI there was a variable that could be turned on that would allow Employees to be set as conversation addressees. How can we replicate this fun…
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…