Setting up quick cases

A quick case, also referred to as a case template, is a predefined case form that includes default values for selected fields. Service center users and recruiters use quick cases to save time and ensure consistency when creating cases.

As an administrator, you can configure quick cases for Employee/Non-Employee and Job Application case types. Setting a case type to a quick case controls how the template is used, which topics and populations apply, and who can access the template.

If one or more quick cases are configured for the applicable population and type, they are available to users when creating cases. Users can select a quick case from the list on the case form, then edit and complete the remaining details as needed. If no quick cases are configured for the selected population and type, the quick case list is not displayed on the case form.

Creating and configuring quick cases

  1. Select Administration > Setup.
  2. In the Templates pane, click Case.
  3. Click Create.
    To configure an existing case template, double-click the record to edit and specify your changes.
  4. On the Properties tab, specify this information:
    Description
    Specify a description of the case template for internal reference.
    Active
    Select this check box to make the template available to users.
    Available for Automation
    Select this check box to allow template to be selected when configuring automation for job application cases and transition programs.

    See Setting up case automation for job application cases.

    See Infor HR Talent User and Administration Library (Cloud and On-premises) and select Administrator > Transition Management Configuration.

    If you select this check box, then you're required to select a topic in the Topic field.

    Type
    Select if the template is for Employee/Non-Employee or Job Application cases.
    Classification
    Specify the template class. When templates are classified, agents can easily identify the preferred template when creating a quick case.
    Topic
    Specify the topic with which the case is associated. Topics are essential for case routing.

    Only topics valid for the selected case type are available.

    Order
    Specify the display order of the quick case in the quick case drop-down list.
    Available To
    Specify the roles that can access the quick case. When the template's case type is job application, only the service center and recruiter roles are available.
  5. On the Standard Fields tab, specify this information:
    Category
    Select the category associated with the case.
    Subcategory
    Select the subcategory associated with the case.
    Priority
    Select a value that indicates the urgency of the quick case.
    Note
    Optionally, specify a note about the case template.
    Make Note Resolution
    Select this check box to make the case template available for submission as a resolution.
    File
    To add an attachment, select a file.
    File Name
    Specify the file name that is shown in the application.
  6. If the Custom Fields tab is displayed, specify the required information.
    The Custom Fields tab is displayed when you select a topic with defined custom fields.
  7. Click Save.
  8. To specify the populations that can access the quick case, on the Populations tab, click Create, and specify the population and a description.
  9. Click Save.