If you don't have a case management role, you can assign yourself one by searching for the Grant Case user access page. You need the Case administrator role to set up your Case Management categories and priorities.
Procedure
- From the Products home page, select HR Case Management, and from the Administer Cases submenu, select Admin setup.
- In the Case SLA section, to alter an existing SLA from the list of priorities, select one you want to change. To add a new SLA, select ADD CASE SLA.
- In the SLA time in hours box, enter the number of hours within which the case needs to be responded to by the agent. For example, the default SLA for a critical priority is 0.25 hours, which is 15 minutes.
- Select SAVE.
- In the Categories section, to alter an existing one, from the list select the one you want to change. To add a new one, select ADD CATEGORY.
- In the Name box, change or enter the category name.
- In the Code box, change or enter the code you want.
- Decide how you want cases with this category to be assigned:
- Manually: Select the Is manual routing option. The Case Manager needs to manually assign cases in this category to a Case Agent.
- Automatically: Clear the Is manual routing option. The cases in this category are assigned automatically to Case Agents based on their specialty and availability.
- Select SAVE.
- In the Case reference section, to modify the case reference text, select it. In the Case reference text box, change the text to something you want to append to each case number. Then select SAVE.