Should Do

These setup tasks are important for using Oracle Case Management, but aren't critical. For example, configuring the case list page, managing case types and case categories, configuring action plan features, and enabling case audit.

Configure the Case List Page

To configure the Case List page, go to:

• Setup and Maintenance > Search > Configure Adaptive Search > Configure UI > Case
  • Display in UI - Choose the appropriate columns and Save.
  • Enable for Group By - Choose appropriate columns and Save.
  Tip: Be patient. These changes can take a few minutes to take effect

Manage Case Types

To add or enable case types, go to:

• Setup and Maintenance > Search > Manage Standard Lookups > Lookup Type: ORA_SVC_CASE_TYPE_CD.
  • Common examples of case types:
    • Incident
    • Report
    • Assessment
    • Suggestion
    • Problem
    • Question
    • Complaint
    • Legal
    • User
    • Employee
    • Student
    • General
    • Unknown
    • Undefined

Manage Case Categories

To add or enable case categories, go to:

• For CRM Cases: Setup and Maintenance > Service > Service Request > Manage Service Request Categories
• For HR Help Desk Cases: Setup and Maintenance > Help Desk > Help Desk Request > Manage Categories for HR Help Desk Requests.

Configure Action Plan Features

To enable cases in action plans, go to:

• For CRM Cases: Setup and Maintenance > Service > Case Management > Manage Case Profile Options: SVC_ENABLE_CASE_IN_ACTION_PLAN
• For HR Help Desk Cases: Setup and Maintenance > Tasks > Search > Manage Case Profile Options > SVC_ENABLE_CASE_IN_ACTION_PLAN.

Enable Audit

To enable audit for the case object, go to:

• Setup and Maintenance > Search > Manage Audit Policies
• Oracle Fusion Applications > Configure Business Object Attributes > Product > Service > Enable Case
  • Audited Attributes > Create > Verify desired attributes then Save and Close.
• Audit Level > Auditing > Save and Close.

Add Cases Icon

If you're using a release prior to 23D, add the Cases icon to the Help Desk section of the FUSE launch UI. To add the icon:

• Navigator > Sandboxes > Create a sandbox with Structure enabled.
• Navigator > Structure > Service > Duplicate Cases to Help Desk
  • For HR Help Desk Cases: Change the value Secured Resource Name to SVC_VBCS_View_Case_Access.
  • (Optional - available as of release 23D) Modify Page Parameters List with ?stripe=HRHD and any other desired filters.
• Publish the Sandbox.
• Verify the icon is now appearing under Help Desk.