Case Management
Discussion List
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Is there a way to export all case details including notes?Working to implement Help Desk with Case Management for a client and we have a requirement to export case details including the notes? This would be needed in a scenario… -
Action Descriptions not working within Action PlanSummary: Within Case Management, We have created an Action plan with several Actions that each have a description. Within the Action Plan, the action descriptions are no…
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Not able to See the Customer ACCOUNT IN WorkspaceSummary: Not able to See the Customer details Workspace and in Sales< Accounts . The Accounts are getting migrated from Account Receivabales. I can pull it from Postman.…
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How to get primary contact country in case managementSummary: I need Primary Contact Country from Case Management. How to get it? Anyone has Groovy Script? Content (please ensure you mask any confidential information): Nee… -
Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Oracle Fusion Service / Help Desk across Disciplinary, Financial Irregularities, and Security… -
Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Fusion Cloud (Help Desk) across Disciplinary, Financial Irregularities, and Security & Theft …
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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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Case Management - New Action Plan template not visible in CasesHi All, We are implementing Case management for our client and referring to Opt Out of Case Management implementation guide. We have created some actions and actions pla…
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I'm facing an issue while importing historical cases through Import Management because of CategoryIssue During the Validate Data step of the Case import, the system returns the following error for each row: Attribute CategoryName is not selected in CaseVO_XXXX, opera…
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There is data in the custom fields in OTBI but they are not showing in the UISummary: We have created a number of custom fields in Case Management for different case types and we are migrating data over from a legacy system. Most of the data has …
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Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
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Case status is automatically set to 'Closed'Summary: Case status is automatically set to 'Closed' when the corresponding 'Escalate to Case' Smart Action is set to 'Complete' on the original HRHD Service Request. C…
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Invoke Access Case and Use OIA Case InterviewSummary: Hello Experts, We have few question on the Employee Friendly Case Page as presented by Chris on HCM – Case Management for Employee Relations and Investigations …SaurabhPSingh 21 views 2 comments 0 points Most recent by Fiona Guy-Oracle Intelligent Advisor for Fusion Service -
Unable to delete closed caseSummary: Is it possible to delete closed cases? I tried through UI and import management but getting error You can't update a case after it has been closed. (SVC-5295543…
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Prebuilt data models for managing Grievances and Disciplinary CasesSummary: Prebuilt data models for managing Grievances and Disciplinary Cases Content (please ensure you mask any confidential information): Hi Team - this is regarding t…
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Case Manager role not able to see case conversations that have been migrated from legacy systemSummary: My client is going live on Monday with HR Help Desk and Case Management, we are migrating over their current SRs and Cases from their legacy system and have als…
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Personalize Employee Friendly Case PageSummary: Hello Experts, We have few question on the Employee Friendly Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Connect Q…
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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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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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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Visual Builder Studio Redwood Package | Release over weekdays or weekend?Summary: I would like to understand when other developers of Redwood Service are deploying their changes. Content (please ensure you mask any confidential information): … -
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…