2.1 Create Case Type

Use this section to create case type.

To create case type, follow these steps:

Note:

This step is optional, if the CS_MERGED_CASE is not configured.

1. Click the left-hand side (LHS) menu.
2. Navigate to the Ihub screen.
3. Click the Open Ask Oracle icon (the large red icon with the Oracle symbol, located just below).
4. In the new window, select Admin.
5. On the next page, click Case Designer.
6. In the Case Designer UI, click Add Case Type. A drawer will slide in from the right. Enter the following details:
   • Case Type Name: CS_MERGED_CASE   
   • Case Type Code: CS_MERGED_CASE   
   • Class Name: CS_SAN (use this since CS_MERGED_CASE is not available)   
   • Description: "Customer Screening Merged Cases" (or any desired text)   
   • Correlation Rule: Select 'CS All Rule' (if available; otherwise, leave as default)   
   • Auto Claim: Ensure this is disabled (do not enable)
7. Click Save. Confirm that the Case Type has been saved and that the Correlation Rule is set to 'CS All Rule'.