Case Management
Discussion List
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Is it possible to edit the Email Notification sent from Case Management?I would like to amend the generalized email notification that is sent from case management. Currently this is a no response email notification. I would like to adjust th… -
Turn off notifications which is getting generated when contacts and resources are added within case.Summary: We need to turn off meeting updated notifications which is getting generated when contacts and resources are added under appointment within case. However, we ar…Prathap Reddy Devarapalli 12 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to… -
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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Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
How to get LOV of agents in "Assigned To" field when creating a Case under HR Help Desk?Summary: How to get LOV of agents in "Assigned To" field when creating a case in Help Desk? Content (please ensure you mask any confidential information): I have assigne…
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Is it possible to automatically identify duplicate cases in Case ManagementSummary: Our client has a requirement where they want their system to be able to easily identify a duplicate case within case management. For example, if there are two c… -
Can you integrate other systems with Case Management?Summary: I have a question around if it's possible to integrate other systems with case management? For example, if my client has another intake system and they want to …
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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Does Oracle Cloud Case Management have the ability to integrate with Microsoft Teams?Summary: HR Help Desk and Case Management are very similar in terms of configuration and setup so I was curious if the ability to inegrate with Microsoft Teams is availa…
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1Does Computer Telephony Integration (CTI) exist for Case Management?Summary: CTI is available in the classic UI for HR Help Desk and is on the roadmap for Next Gen HelpDesk so I am curious if this capability is possible with the case man…
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How i can add dropdown list of values in contact section of Next Gen HRHDSummary: Hi All I am currently working on migration of classic helpdesk to next Gen Help desk. I have a requirement for Agent view - In Contact section under Relationshi…
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Action plans in case managementSummary: Are action plans in case management used to manage the steps/actions of the Agents only, or can we add actions/tasks that must be performed by Primary Contact? …
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Using Case Management to manage bulk retrenchmentsSummary: We are implementing HR Help Desk with Case Management and are wondering if anyone is using case management to manage and track retrenchments. For multiple retre…
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1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in…
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Query on Data Masking for Descriptive Flexfields (DFFs) in Oracle Fusion CloudHello Community, I am part of a project team working on implementing Oracle Fusion Cloud, and we are in the process of defining the full list of data, including personal…
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How to get a unique channel code for creating an email channel for case management?We have an email channel for HRHD in place and thought of using the same channel code for another e-mail channel for Case management. But it seems the account name and c…
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Oracle Case Management and HR Help DeskSummary: Could anyone please share more details on Oracle Case Management and how is it different from HR Help Desk? Content (required): Could anyone please share more d…
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Let's meet for a 1:1 discussion on Fusion Service Extensibility Connection.Hi, If we haven't met before, I am Edson Junior, Principal Product Manager for Fusion Service Extensibility. I have been getting valuable feedback from some of the video… -
How to Default Channel Value in Response Compose ?Summary: At Edit Service Request Page, business wants to default Channel Name 'Email' Value so no need to select Channel Email value while sending response. As in this s…
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Case Management - Case TypesSummary: Purpose of Case Types in Case Management for HCM Content (required): We are implementing Case Management for HCM and I'm wanting clarification on the purpose of…
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How to add action plans to a case?Summary: How to add action plans to a case? Content (please ensure you mask any confidential information): The user has both the Case Manager and Case Worker roles. I ha…
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Stripe a Case for HRHD Action PlansSummary: Implementing Case Management for HRHD - client wishing to utilise the 22D upgrade that allows striping a Case for HRHD Action Plans. Content (required): Client …
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Can we restrict the access of cases to user on the basis of queue?Summary: Can we restrict the access of cases to agents on the basis of queue? Content (please ensure you mask any confidential information): The user has the following r…
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How can employee create a case in HR Help Desk?Summary: How can employee create a case in HR Help Desk? Content (please ensure you mask any confidential information): Below roles give access to Case Management as Age… -
Can we enable milestones for HR help desk requests that were created before milestone configuration?Summary: Can we enable milestones for HR help desk requests that were created before milestone configuration? Content (please ensure you mask any confidential informatio…
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23D Fusion Service Extensibility Features Highlight🚀 The Oracle Fusion Service 23D release is now available and includes several improvements that enhance the extensibility of our product. In this post, I would like to …
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How to Customize Deep Links in Fusion Service Center, Case Management and Work OrderThe triggerConfigureCustomNavigation event has been removed, paving the way for a unified navigation framework using the Service Console Navigation Framework. You can fi…
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Exciting Resource for Enhancing Your Integration and Business Logic with UI Events FrameworkHi community, ✅ We understand that waiting for updated documentation can be frustrating, which is why we are actively working on enhancing our current resources to prov…