Employee Cases
Employees use the Cases tab in their profile to create and submit cases to the service center on their own behalf. Employees can request assistance with an issue or report a problem. When a case is submitted, a case agent reviews it and responds. Employees can monitor and manage cases they submitted, as well as cases submitted by agents or managers, through the Cases tab. The Cases tab is available to users assigned the CaseEmployee role.
On the employee profile's Cases tab, employees can perform these actions:
- View their cases, including notes and attachments
- Create and submit new cases
- Update details for their own active cases
- View and update case notes and attachments
- View case status
- Complete and submit surveys regarding their cases and the service they received
If the organization has configured the Quick Case feature, employees can specify a preconfigured issue in the Quick Case field when creating a case. The remaining fields are then automatically populated.
Reports are available in the report catalog, where employees can view active cases they submitted or that were submitted on their behalf, as well as cases that agents have hidden.
See Infor HR Talent User and Administration Library (Cloud and On-premises) and select .