Case Management
Discussion List
-
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… -
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 51 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…
-
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…
-
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…
-
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…
-
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… -
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…
-
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 …
-
Recap of 26A & 26B Features for Help Desk, Case Management & KnowledgeHere is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login … -
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…
-
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…
-
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…
-
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 …
-
' ' 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 …