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… -
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… -
Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
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Course on Case Management in Oracle UniversitySummary: Hello Experts, Is there any course on Oracle University to understand Case Management? Content (please ensure you mask any confidential information): Version (i… -
Unable to escalate helpdesk tickets to CaseSummary: We have run the 'Migrate Shared Queues and Categories to Case' process to copy all the helpdesk queues and category to Case. Now when we are trying to escalate …
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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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Recap of 26A Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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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…Edson Junior, Oracle 3K views 27 comments 3 points Most recent by Edson Junior, Oracle Fusion Service -
Case Management - The Case Category displays as an ID number not a descriptionSummary: We are using Case Management for HR Help Desk/Employee relations cases and have utilised the category field to give us granularity of the different categories o…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
HR Help Desk Case Management–Cases visible in OTBI but not under Case tile / Unable to create queuesSummary: We are implementing HR Case Management in Oracle HCM HR Help Desk (Redwood / mixed UI environment) and are running into a visibility and configuration issue. Cu…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in… -
Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business …
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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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' ' icon is not there next to Primary contact field in case creation page.Summary: Previously when creating a case, next to the Primary Contact field, there was a "+". If you click on this, it allows you to create an external, third-party cont… -
Is there a way in Case Management to search Cases by Affected party Case Contact relationship type?Summary: My client uses Affected Party to search for SRs and Cases in their current system, they are currently implementing HR Help Desk and Case Management and I can't …
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With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
List of Actions display at the bottom of screen in Case ManagementSummary: The Action Plan list is now displaying at the bottom of the page within the Case Management form. Before it was appearing at the top? Is there anyway I can brin…
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SmartActions as actions types aren't working as expectedSummary: In 25A there was a fab new feature allowing us to configure Action types as SmartActions, this made the action plans really powerful when a task was to add a do…
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How to Create a Custom Table with an Actions Column in Oracle Fusion Service UI Extension AppProblem Statement A system implementor is facing a challenge in creating a custom table with an action column in Oracle Fusion Service UI extension app. The action colum…Edson Junior, Oracle 532 views 4 comments 2 points Most recent by Naveen Venkat Malepati Fusion Service
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Increase character limit size in Case Management description fieldSummary: Is there anyway we can increase the character size limit for the Description field in Case Management? Currently the custom field only increases to 1500 charact…
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Case Management section counters are not working for all casesSummary: I have some cases that include conversations and Team Members and contacts but the counter isn't updated to show the number of items in the section, this isn't …
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In case management, can we restrict the primary contact like we do in HR Help Desk Requests?Summary: In case management, can we restrict the primary contact like we do in HR Help Desk Requests? For HR Help Des Requests, there are the below profile options. Is t… -
Bulk Import of Cases with Action PlansSummary: We are currently working on a data migration requirement involving Cases and their associated Action Plans. We have successfully successfully mapped and tested …