Case Management
Discussion List
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Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
Bulk Import of resourcesHello Team, This is a query regarding the resource identification process through which any agent/administrator will be added to a queue/access group; currently it is be… -
HDL or HSDL to load Cases in Case ManagementSummary: To convert HR Help Desk requests into Case Management Content (please ensure you mask any confidential information): The business is currently using HR Help Des…
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How to Automatically Assign a Queue Upon Case CreationAs of 24A, automatic queue assignment is not supported OOTB on Case creation. However, this can be achieved using Object Workflow and Groovy: Login to App Composer Creat… -
Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som…Chandramouli Yangareddy 51 views 3 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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Create field that adds multiple contacts in RedwoodSummary: I want to create a field that is able to add multiple contacts in Visual Builder as I don't believe it can be done in Application Composer. I am implementing th…
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Oracle Fusion-Deletion of attachment in casesHello Team, Currently, with the role of the case worker, we are unable to delete/remove any attachment; however we are able to do it as the case manager. We have current…Rajaraman Subramanian 33 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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Import Audit logs from Oracle Service cloud (Right Now)to Oracle Fusion Help Desk or Case ManagementSummary: As part of our migration initiative from Oracle Service Cloud to Oracle Fusion Help Desk and Case Management, we intend to move not only the case management dat…Chandramouli Yangareddy 51 views 3 comments 0 points Most recent by Michelle Walter-Oracle Fusion Service
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Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
What role is required to add contact to case?Summary: We are using the CRM stripe for HR Help Desk Case Management. When the Case Manager tries to add a contact using the + sign, they are redirected to the home pag…
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Conflicting relationship issue while creating SR relationshipsHi, In creating Relationships, should not be able to mark a Service Request as a Parent to it’s own Grandparent Service Request and other conflicting relationships betwe…
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Case Worker Cannot see ConversationSummary: We are using access groups with custom roles for case managers and workers. Case team members can create conversations and view them on the case but cannot acce…
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Praveen Gehlot 51 views 3 comments 0 points Most recent by Narendra More-Support-Oracle Fusion Service -
To restrict the number of recipients in web messages sent through hr help desk and case managementSummary: To restrict the number of recipients in web messages sent through hr help desk and case management Content (please ensure you mask any confidential information)…Rajaraman Subramanian 11 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Fusion Service
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Case creation alert not being sent to specific ResourceSummary: In case management I only want the Case Managers to be notified when a new case is created. I wrote a script to specifically send a notification to a specific C…
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how can I remove Service request Update from SR Activity panel?I want to display only action, call and email related update in SR activity panel and I have checked in configure display activity. unchecked make for display but still …
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Help Desk Admin should not see casesSummary: Is there a privilege providing access to cases for the Help Desk Admin? We are trying to use a custom access group for Admins- they should not have any Case Man…
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Is there a notification to notify a specific resource when case is updated?Summary: We want a notification to a specific case when cases are updated. We do not want to use the conversation feature- we want to send a notification to the Director…
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1Export and Import Standard lookups from one instance to anotherSummary: Is there anyway of importing standard lookups from one instance to another? For example i would like to export and import the lookup items for ORA_SVC_CASE_CONT…
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Action due date override doesn't override the next step due dateshttps://us.v-cdn.net/6034893/uploads/N46YA8RDF83B/actionplan-duedate-nw.docx Summary: We have enabled the override for Due dates in Action plan steps using profile optio…
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'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C…
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Set notifications/reminders for the Create Appointment and Create Task smart actions.Summary: In Case Management I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues date is getting closer I would …