Case Management
Discussion List
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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… -
Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Does Oracle Cloud Case Management have the ability to integrate with OutlookWe are looking for the ability to create or schedule appointments from a Case Management case and have the meeting automatically reflected in Outlook, including sending …
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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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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass…Sheetal Ravindra Shedbalkar 32 views 6 comments 0 points Most recent by Sheetal Ravindra Shedbalkar Help Desk -
custom case management fieldsSummary: Hi @Chris Warner , there is currently a limit to the number of date fields available to create in the Case object. We have a customer who is looking at requirin…
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Hide Relationship Type values in Case ManagementSummary: Hi All, We want to hide values in Relationship Type field. We have checked the task "Manage Relationship" however, we haven't found exact values which are shown…
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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 …
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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…
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AI-generated Case Summary is populating an errorSummary: We have enabled AI-generated summarization for HR Help Desk requests. When opening a case in Redwood UI and attempting to view the Case Summary (Generated by AI…
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Error while adding the individual action plan to a case and escalating HRHD to a caseSummary: Receiving error message JBO-FND:::FND_CMN_INVALID_ATTRB_API_SERV: (SVC-5295310) in two case management scenarios. Adding an individual action to a case. The sam…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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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 111 views 5 comments 0 points Most recent by Megan Pulford Reporting & Analytics for Fusion Service -
Case Management - Category Name required on Create Case pageSummary: We are trying to make the Category Name a required field on the Create Case Page, but noted that it is a virtual field using a template (CategoryNameCreateTempl… -
August Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for June. In this one hour showcase, you’ll get an in-depth look at Oracle's best…Kayleigh Halko - Oracle-Oracle 12 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle Fusion Service
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I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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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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Case Management access group- based on contact relationshipSummary: I have requirements for case management for 2 access groups: Group 1 - Employee Relations team have full access and can see all cases- assigned the OOTB Case Ma…
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Unable to add button bars for Case Management in the Cases Details page.In Case Management details page oracle has delivered some button bars - "Assign to me" , "Create Appointment" , "Compose Notes" . But i am not able to find the configura… -
A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th… -
How to add attachment panel in service center?Summary: We have one requirement to add attachment panel in service center. It was OOTB previously and I want to implement same. I tried following How to add a custom fo…