Escalation Process for Cases

Administrators can quickly configure a powerful process that gives agents an easy way to copy information from a Help Desk Request to create a Case.

Escalations are a secure and efficient way for Help Desk agents to forward sensitive issues like grievances to the Case Management team.

Steps to Enable

To enable this feature, you will need to:

  • In Application Composer: Add the Action Number to the layout for Action Plan Actions. 
  • In Setup & Maintenance: Create an Action Plan of type 'HRHD' (or 'ISR') that creates a Case.
  • In Visual Builder: Set the Action Number in the Visual Builder variable that will be executed when an agent performs 'Escalate to Case'.
  • In Application Composer: Enable the Smart Action "Escalate to Case" for either the HR Help Desk or Internal Help Desk as appropriate.

Detailed instructions follow:

Add the Action Number to the Layout for Action Plan Actions

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator -> Tools -> Sandboxes.
  2. From the Tools drop-down choose Application Composer.
  3. In the left-hand panel, set Application = CRM Cloud, if it is not already.
  4. Navigate to Objects -> Standard Objects -> Action -> Pages.
  5. Under Landing Page Layouts:
    1. Duplicate the Standard layout.
    2. Name the New Layout "Layout with Action Number" or something similar.
    3. Click Save and Edit.
    4. Click the Edit pencil icon at the top of the large box under the Layout Name.
    5. Select Action Number from the Available Fields.
    6. Click on the single Right Arrow to move it to Selected Fields.
    7. Click Save and Close.
    8. Click Done.
  6. Do the same set of steps for Creation Page Layouts and Action Details Layout.
  7. When this is complete, return to the Home Page.
  8. Change the Sandbox Mode to Preview as if Published.
  9. Click Yes to go into Preview mode to test that the Action Number can now be seen.
  10. Navigate back to Setup and Maintenance -> Help Desk -> Action Plans -> Action Plan Actions. If you Create Action or click a link to an existing action, you should be able to view the Action Number.

Create an Action Plan that creates a Case from a Help Desk Request

  1. Navigate to Setup & Maintenance.
  2. Select Help Desk from the Setup dropdown.
  3. Under Functional Areas, Click on Action Plans.
  4. Click on the link for Manage Action Plan Actions.
  5. Click Create Action.
  6. Fill in all required fields, and any others that you would like to use.
    • Action = the action name
      • "Escalate HRHD to Case" for HR Help Desk,
      • "Escalate ISR to Case" for Internal Help Desk,
      • or some other unique name of your choosing.
    • Type = Case
    • Visibility = Internal Only
    • Context = HR Help Desk Request
    • Duration = 1 Days (this is irrelevant, but the field is required)
    • Stripe Code = HR HelpDesk Request Stripe
    • Object Link Type = Object Link Type of escalates
    • Check the Copy Attachments checkbox
  7. Add any attributes that you'd like to include when creating the Case. 
    • Under the Attribute column, add those fields you want to have set to a value in your escalated Case.
    • Under Mapped To, define from where the value for the Case attribute comes.
    • For more details, refer to the documentation: How do I manage action plan actions?

      Create Action: Escalate to Case

  8. Click Save and Close.
  9. Click Done.

Set the Action Number in the Visual Builder Variable

  1. Under the Navigator, go to Configuration -> Visual Builder.
  2. Navigate to Oracle CX HelpDesk UI Extension App -> helpdesk -> agent -> service-request-escalate -> service-request-escalate-start.
  3. Click on the Variables tab.
  4. Enter the Action Number for the appropriate Constant:
    • hrhdActionNumber to escalate an HR Help Desk Request to a Case
    • isrActionNumber to escalate an Internal Help Desk Request to a Case.
  5. Publish your changes. (If you want to test in preview mode before publishing, you will need to complete the next section first, and then restart Visual Builder Studio from within the Sandbox that you will create.)

Enable the Smart Action "Escalate to Case"

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator -> Tools -> Sandboxes.
  2. From the Tools drop-down choose Application Composer.
  3. Click on the Smart Actions link.
  4. Type "Escalate" and Enter to search.
  5. Change the value for Enabled to Yes for the appropriate Smart Action "Escalate to Case" for either HR Help Desk or Internal Help Desk.
  6. Close the Tab and return focus to the Application Composer.
  7. Under the Sandbox Mode drop-down, choose Preview as if Published.
  8. Click Yes to continue to enter the preview mode.
  9. Navigate to Help Desk -> Help Desk Requests.
  10. Clink on a link to an existing Help Desk Request.
  11. Type 'Escalate to Case' in the action bar to make certain the option is shown in the list.
  12. If you wish to test this feature end to end prior to Publishing, you can start Visual Builder from within the Sandbox Preview, and then Preview Visual Builder. This will allow it to be tested end-to-end. Otherwise, you may continue without an end-to-end test.
  13. Return to Edit Mode in Application Composer.
  14. Publish the Sandbox.

Tips And Considerations

  • Escalate to Case can be configured for either HR Help Desk or Internal Help Desk.
  • While grievance processes are the most likely use for this feature, Escalate to Case can be used for any type of escalations your organization needs to forward from the Help Desk to the Case Management team.

Key Resources

After general availability of this feature, a video demonstrating the feature will be found on Oracle Video Hub.

Refer to How do I manage action plan actions? for more details about Action Plan Actions.

Access Requirements

In order to Escalate to Case, an agent must have the "Create Case" Privilege.