Did you know about the read-only fields for Quick Cases in HR Case Management?
About Quick Cases
A Quick Case is a case form with customer-defined default values in some of the fields.
Quick Cases save time when opening a case and promote consistency in case form completion.
If Quick Cases are configured for the selected population, when the employee or service user selects a Quick Case from the Quick Case menu in the case form, default values appear in some of the case form's fields. The employee or service user completes the remaining fields and submits the case form.
Quick Cases' default value fields can include one or more of the following:
• Category
• Issue
• Subcategory
• Subject
• Topic
Read-Only Fields for Quick Cases
The system cannot return accurate Quick Case use data when users change the Topic and Subject field values after selecting a Quick Case.
Such changes defeat the purpose of using a Quick Case and can even compromise case routing to the right service group experts.
Setup administrators (CMsetup) can configure the Topic and Subject fields to appear as read-only after the user selects a Quick Case in the case submission form.
Otherwise, these fields remain editable.
The Issue field remains editable with and without the read-only fields' configuration.
Read-only fields only appear when creating new cases. Agents can edit all fields in submitted cases.
Benefits
• Customers can apply the read-only configuration to each module for service center cases (agent-created) and self-service cases (employee-created).
• Customers can apply the read-only configuration to all Quick Cases or to specific Quick Cases as per business needs.
• Quick Cases consistently route to the correct service group experts.
• Accurate Quick Case use reporting
Configuring Quick Case Read-Only Fields: Steps
1. Log into the portal as a setup administrator (CMsetup).
Access the portal menu, and navigate to Case Management Admin > Quick Cases.
2. The Quick Cases page appears.
Either select an existing Quick Case or create a new one by clicking Add Quick Case.
3. The Quick Case's Properties panel appears on the right.
• Scroll down to the Editable area.
• Click each switch as appropriate to set it to "No." (The default setting is “Yes.”)
- Ask HR
- Mgr Ask HR
- HR Ask HR
- Case [this switch applies to employees who create self-service cases]
• Click Update.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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