HR Case Actions
For information on how to create HR Cases, refer to HR Case.
Sometimes you may need to split an HR Cases into two cases, in order to separate out different issues.
- Open the HR Case you want to split.
- Select More > Form Actions > Duplicate HR Case.
After splitting, text is added automatically to the Description field saying This HR Case was split into 2 cases by [user name]. The original Case ID is n.
All Case values are duplicated for the new HR Case and the Case number is automatically incremented.
- Open the HR Case you want to escalate to another team.
- Select More > Form Actions > Escalate to Team.
- Select your chosen team from the drop-down list.
- Select OK.
The Status field is set to Assigned and the HR Case is reassigned/escalated to your chosen team.
Sometimes you may need to mark a case as redundant because it is a duplicate of another case that already exists.
- Open the HR Case you want to resolve as a duplicate.
- Select More > Form Actions > Resolve Redundant.
- Select the HR Case that your case is a duplicate of from the drop-down list.
- Select OK.
The Status field is set to Closed and the Resolution has an automatic entry stating Resolved as Redundant Case on [date] by [user name]. Primary Case Number: n. The Cause Code is set to Duplicate.
Sometimes an HR Case needs to be set to pending if, for example, you are waiting on information from the customer.
- Open the HR Case.
- Select More > Form Actions > Set HR Case to Pending.
- Select a reason why this case is pending from the drop-down list. Reasons include:
- Customer is unavailable
- Need information from customer
- Needed for a future date
- Waiting on request
- Select OK.
The Status field is set to Pending and the Pending Reason is set to your chosen reason.