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Understanding Automatic Case Creation For HCM Updates

This topic discusses the following:

PeopleSoft CRM HelpDesk for Human Resources provides the ability to automatically create cases for personal and job data updates that are made through transactions in HCM.

For example, an employee signs into the self-service application and submits a name change request after getting married. Submission of this request triggers the system to evaluate if the update warrants the creation of an HR HelpDesk case and if the answer is yes, a message is sent to the integrated CRM system, and subsequently, CRM system creates anHR HelpDesk case for the name change. The case then gets assigned, worked on and resolved, based on how the existing case management process is defined.

Note: Automatic case creation is not applicable for updates made for Persons of interest (POIs). That is, when you submit a name change or job relocation request through self-service transactions for a POI, it will not automatically create an HR HelpDesk case.

The automatic case creation feature leverages AAF setup components to build policies that specify the conditions (the types of HCM data updates) for which the system needs to create HR HelpDesk cases automatically. The system delivers trigger points, policies, actions, and other setup components for use in this feature.

When an employee updates their personal data or job data in HCM at runtime, AAF invokes the corresponding trigger point and evaluates the policy that is associated with the trigger point. If all conditions of the policy are evaluated to true based on the runtime scenario, it executes the Create Case action of the policy.

The Create Case action publishes information that is needed to create the case from HCM to CRM through an Enterprise Integration Point (EIP). When CRM receives the message, it takes the information from the message and uses the agent-facing RC_CASE_CI component interface to create the HR HelpDesk case for the data update in HCM.

Note: PeopleSoft delivers the Active Analytics Framework, trigger points and policies as disabled; make sure you enable them to use the AAF setup.

AAF Component

Delivered Value

Trigger Point

The following trigger points invoked from the component PostSaveChange event:

  • After the Person Data is Updated.

  • After the Job Data is Updated.

Policy

Following policies available for the SHARE setID.

  • Name is Changed:

    Condition: If first or last name is changed, and regulatory region is USA.

  • HRHD: Job Location is changed

    Condition: If location is changed, and the business unit is Global Business Institute BU, and HR status is Active.

  • HRHD: Early Retirement Requested

    Condition: If action is Retirement, and reason is Early Retirement, and HR status is Active.

Note: The policies mentioned here are examples of the system-delivered policies. You can modify the existing policies, or create new ones as per your requirements.

Action

Create Case in CRM

This action sends the information collected on the action configuration page in AAF to CRM in the form of EIP messages. See Create Case EIP.

Term

Several terms are available in the following subject areas:

  • Job data

  • Person data

Note: You can create new terms as per your requirements.

To build an AAF policy in HCM, the administrators need to refer to the CRM quick codes. To ensure that the quick codes are present in HCM, we need to publish the quick codes from CRM and this is done using EIPs. The EIP publishes the following quick code field values:

  • Business Unit

  • Quick Code

  • Effective Date

  • Status as of Effective Date

  • Description (quick code)

  • Summary

  • Case Status

  • Overwrite

  • Problem Description

For publishing quick codes from CRM to HCM as part of automatic case creation, CRM uses two asynchronous one-way EIPs:

  • HD_QUICK_CODE_FULLSYNC: You need to invoke the publish process in the Full Data Publish utility of Enterprise Components for initial full synchronization.

  • HD_QUICK_CODE_SYNC: Publishes the incremental synchronization when a quick code is added or modified.

Ideally, during the initial setup, you need to use the full synchronization EIP(HD_QUICK_CODE_FULLSYNC) to export all CRM quick codes to the HCM system. Once you export all quick codes, turn off this EIP. Later on, whenever you want to export the newly created or modified quick codes, use the incremental synchronization EIP(HD_QUICK_CODE_SYN). If you think the codes are corrupted in HCM, you need to run the quick code full synchronization, as the EIP removes all existing quick codes from HCM and reloads it from CRM.

Note: Subsequent quick code changes while you synchronize to HCM do not get reflected in the existing AAF polices in HCM. However, while processing the Create Case EIP messages in CRM, the system will always use the latest version of quick codes.

For more information on how to publish the quick codes from CRM to HCM, see Publishing quick codes from CRM to HCM

When the Create Case action is invoked in AAF, it publishes a one-way, asynchronous EIP (HD_HRHD_CASE) message from HCM to CRM. The message contains information that CRM uses to create HR HelpDesk cases and pre-populate them with default values using the agent facing component interface (RC_CASE_CI).

The case-related information includes:

  • Employee ID (for whom the case is created)

  • Employee Referral ID (by whom the case is created)

  • Business Unit

  • Quick Code

  • Problem Description

For each Create Case EIP message it receives, CRM uses the business unit and the quick code from the message to derive the rest of the default values that need to be populated to a case.

Case Problem Description

The CRM system obtains default values for case problem description from two sources: the quick code definition and the EIP message (which originates from the AAF action). It then evaluates the following conditions and decide which one to use for a case:

  • If the Overwrite option of the (problem) Description field is enabled in the associated quick code definition, system uses the quick code problem description. If the Overwrite option is disabled, the problem description from the EIP message is used instead.

  • If problem descriptions from both sources (quick code and EIP message) are unavailable, the problem summary text from the quick code definition is used as the problem description of the case.

  • If problem summary is unavailable from the quick code definition, the first 80 characters of the problem description is used as the problem summary of the case.

Case Visibility

By default, the visibility of cases created for HCM data update is set to Internal.

Case Source

The CRM system populates the Source HCM field value as the default source of cases created for the HCM data update.