Case Management
Discussion List
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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… -
Data conversion from Peoplesoft to Oracle - Grievances & Disciplinary Actions in Helpdesk moduleSummary: Can we convert historic data from peoplesoft application to Oracle cloud of Grievances & Disciplinary Actions in Helpdesk module?
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Case Management Alerts- Alert to the Line ManagerSummary: We have a requirement to trigger an alert when a Line Manager is added as a Team Member on a case that belongs to their direct report. Essentially, as soon as t… -
Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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category field not visible when creating a new caseSummary: Category field not visible when creating a new case however the field is visible when going into an existing case details. Content (please ensure you mask any c…
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How does a case manager recieve bell and email notofication when a email message is responded?Summary: We are trying to set up notifications to the assigned Case Manager when a case conversation is responded via E-mail, but no notification is getting triggered as… -
Date mismatch between ‘Filter Message’ and ‘Custom Internal Note’ in Service RequestHi, Date Show different in 'Filter Message' and Custom internal Note Section in Service Request. Javascript Action chain code for 'Custom Internal Note'. define([ 'vb/ac…
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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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Fetch Regional Preferences via REST API in Redwood SRHi, How to fetch General Preferences: Regional using the REST API in Redwood Service Request? Thanks, Babasaheb Pandhare
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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…
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Adaptive Search not syncing with Application ComposerSummary: When I try and access Adaptive Search I get the error message below. I can not get to the page which allows me to publish because every time i click on Setup I …Onye 11 views 1 comment 0 points Most recent by Mihai Nedelea-Oracle Fusion Applications Administration
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Can you restrict case manager access by queues that they are in?Summary: We have a requirement for a case manager to only be able to see cases for which queues they are assigned to. We have a custom security role built which is still…
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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… -
How to Configure Case Object NotificationThis document guides a customer to configure Case object to send a notification to a resource when he/she is added to a Case. Login to App Composer Create and enter in a…Edson Junior, Oracle 151 views 12 comments 3 points Most recent by Sanja Badanjak-Oracle Fusion Service -
How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
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External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…