Case Management
Discussion List
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Do we need to create communication channels for Case Management?When we are selecting the Web/Email options while creating conversations, we are not seeing the Agents/Resource available for selection. Also we do not see an option to …Ananta Prasad Ray 42 views 5 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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How do I raise an idea for Case Management?Documentation on Case Management brings me to Fusion Services on Customer Connect. The Idea Lab link on this homepage is dead: https://community.oracle.com/customerconne… -
Rename label from "Internal" to "Finance"Hi, We have a customer requirement to change "Internal help desk" wording to "Finance Help Desk" . I managed to find this document but this is not helpful. It would be g… -
In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
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Can we Auto Assign a task in Action Plan Template to an owner dynamicallySummary: Hello Experts, We have a requirement where we need to auto-assign a task in Action Plan Template to an owner dynamically other than the one who adds the action …Vinod Kumar Ummadisetti 21 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Redwood - Purging Cases - Case ManagementHi All Is there a process availalble which will purge Cases in Case Management? Thanks in advance for your help. Thanks Martina
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl…
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Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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How to export the resource detailsHi Team, To add the agents, I heard that we have to add a resource first. But I couldn't see the tasks to identify the resource. 1.Is it possible to see the existing res…
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Can we add multiple Case Managers (Identify resources ) for one Organizations?We need add multiple Case Managers (Identify resources ) for one Organizations.Prathap Reddy Devarapalli 11 views 2 comments 0 points Most recent by Prathap Reddy Devarapalli Help Desk
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How to implement Message in service center in redwood?Summary: We have functionality to record the comments from service request in Message subtab. Please suggest how can we implement this in service center? Content (please…
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Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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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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Case Workers should only see their caseSummary: In previous releases, case workers only saw cases assigned to them. Does anyone know how to achieve this? I am having difficulty with access groups. Content (pl…
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Feedback process in Helpdesk requestPlease let us know if there is any feedback process present in HR Helpdesk . Once a helpdesk request is closed is there any feedback process present in HR helpdesk throu…
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WhichRestAPI should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk?Summary: Which Rest API should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk? Content (please ensure you mask any confidential informat…Samarth upadhyay 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Where do SRs live when they are "soft deleted?"Summary: The profile option SVC_SR_IN_DELETED_DAYS description states: "The number of days an SR has been soft deleted before it will be purged from the database. Must b…
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Fusion Service/Case Management in an HR contextSummary: Hi, we're working with a prospective customer who needs case management for HR related activity. The customer does not have HCM and thus HR Help Desk is not app… -
How to bring contacts from AR(account Receivable) to B2B service fusion? Please guide meSummary: How to bring contacts from AR (account Receivable) to B2B service fusion? Please guide me Content (please ensure you mask any confidential information): Version…Siddharth Bhamare 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Internal help desk customizationHi, Can anyone please advise if its even possible to customize Internal help desk via VB studio? We have a requirement to hide a few fields on "Create internal SR" page …
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1Extended Data Masking for Supplier InformationOrganization Name (Required - If you are an Oracle Partner, please provide the organization you are logging the idea on behalf of): Description (Required): To ensure com…
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Case Management Fields in redwood UISummary: We have 3 categories of Case management. And we have around 60 Date fields to be created but when we tried creating under Application Composer > Standard Object…
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Reporting on completed action plan actionsSummary: Hi, Our client wants to be able to report on when action plan actions are marked as complete, this is to ensure Next Gen Agents/ Case Workers/ Managers are comp…
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Unable to hide Add contacts and Add team while creating CaseHi Team, We have a requirement to hide add contacts and add team members while creating case on redwood UI. From VBS there is no option to hide these 2 sections can you …
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what comes OOTB for deleting an attachment from CASESummary: Hello, What comes OOTB for deleting an attachment from CASE Content (please ensure you mask any confidential information): Version (include the version you are …n_Kiranmayee-Oracle 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Approval Hierarchy for HelpdeskSummary: Is it possible to set an approval hierarchy for specific Help desk Requests? -
How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…