Creating a case with Employee Ask

Employees use Ask HR in their company's portal to create cases and view cases of two types:
  • cases that they created for themselves
  • cases that were created on their behalf by a service center user
When a new case is created, it is automatically assigned to a service group based on the routing configuration. The service group to which the case is initially routed is determined by the employee's population, topics and service groups. Routing ensures that each case is initially routed to the service group that can best serve the employee.

The employee who creates the case can attach up to five files that can be helpful to describe the issue. When viewing a case later, an employee can attach more files and add notes to the case. The agents working the case can add notes and attachments that are shown to the employee.

  1. Click the Employee Ask widget on the Home page.
  2. Click Create.
  3. Specify this information:
    Quick Case
    If this field is available, then you can select an option, which fills in the other fields of the form with pre-configured settings. If it is not available, then you can specify a Topic.
    Topic
    Specify the case topic. If you specified a quick case, then this field is editable.
    Subject
    Specify the subject of the case.
    Issue
    Specify a brief description of the issue. This information is used by the agents who service the case.
    Attachments
    Specify files to attach to the case.
  4. Click Submit.