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Infor Case Management Administration Guide
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About this guide
Overview of Infor Case Management
Concepts related to employee users and job application cases
Concepts related to service center users and groups
Service center user roles
Service center groups
Administrative groups
Role-based settings
Concepts related to cases
Concepts related to self-service roles
Initial setup overview
Security updates of Case Management for candidate onboarding
Features toggles in Case Management
Infor Case Management enablement
Enabling Case Management
Enabling Case Management self-service modules
Enabling Case Management for candidate onboarding
Populations
Adding a population with an employee or non-employee case type and configuring population properties
Setting up population with a job application case type
Configuring instructions for a population's case form
Assigning notifications to a population
Assigning service employees to a population
Assigning topics and service groups to a population
Editing a population
Deactivating a population
Notification configuration
Activating and deactivating notifications
Saving notifications to a case history
Editing a notification's subject and message
Adding text variables to notifications
Assigning notifications to a population
Importing preconfigured notifications
Send transferred notification when new case is created
Automated notifications
Scheduling automated notifications
Case configuration
Configuring standard field sets
Setting default case substatus values for standard field sets
Adding and configuring custom field sets
Configuring case substatuses
Case form fields
Configuring other case elements
Adding and configuring contact relationships
Adding and configuring priority levels
Adding and configuring case source types
Adding and configuring SOPs
Adding and configuring internal system URLs
Adding and configuring privilege sets
Setting up quick cases
Viewing job applicants’ cases
External creation of job applicant case
Survey configuration
Configuring a survey
Configuring the case management system with simple email integration service
ION components configuration
Importing case email integration API suite
Creating a record in authorized apps
Importing API flows
Generating ION API keys
ION credentials configuration and mailbox setup
Creating a record for Case Simple Email Integration
Setting up the ION configuration
Adding email channel mailboxes as a system administrator
Adding email channel mailboxes as a configuration administrator
Service groups and service center users
Adding and editing service center employees
Activating and deactivating service center employees
Adding and editing service groups
Adding service users to service groups
Assigning service users to service groups
Assigning a population and topic to a service group
Administrative groups
Adding and editing administrator groups
Adding field representatives
Cloning a service representative’s service groups
Automatic routing and topics
Adding and configuring topics
Adding and configuring categories applied to a topic
Adding and configuring subcategories applied to a category
Assigning service groups to topic tiers
Changing the case type of a topic
Adding an approval workflow to a topic
Creating topic groups
Assigning a topic group to a topic
Setting up case automation for job application cases
Case automation troubleshooting
Assigning a Primary Topic to Service Center Employees
Shift logs and primary topic limit
Setting up shift logging and primary topic limit
Shifts and shift planning
Preplanning shifts
Templates configuration
Resolution templates
Configuring resolution template editing permissions
Adding and configuring resolution templates
Adding and configuring escalation templates
Setting up email templates
Creating and configuring note templates
General settings
Application settings
Configuring service level agreement settings for the organization
Setting up the calculation method for job applicant cases
Setting case printing privileges
Setting parent-child cascading closing rights
Setting bulk transfer privileges
Bulk case creation
Setting bulk case create privileges
Setting first case number used
Enabling case cloning
Enabling display population
Enabling secured regarding cases
Enabling reminders
Enabling regarding employee profile
Enabling close case on job application disposition
Configuring notifications From address
Configuring manager ask to show employee profiles
Configuring field representative ask to show employee profiles
Enabling case hiding and unhiding
Enabling manual case escalation
Viewing attachments and documents as an administrator
Knowledgebase integration
Enabling integration with Infor HR Knowledgebase
Disabling knowledgebase integration
Telephony integration
Enabling telephony integration
Adding a custom group
Hiding cases with the manual hide utility
Scheduling automated hiding tasks
Purge and archive in Case Management
Purging and archiving case tickets
View archived cases
Restore archived cases
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