Adding a population

The first step to adding a population is configuring the Properties. When you have added the population and configured its properties, you must assign the population to groups, and you can perform additional configurations.

  1. Log in to Case Management as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Populations.
  4. Click Add.
  5. Specify this information:
    Name
    The name of the population.
    Description
    A description of the population, for your reference.
    Priority
    The priority of the population.0-999, used when an employee user is a member of more than one population. 1 is highest priority. For all cases, if an employee is a member of multiple populations, the population with the highest priority is set by default.
    Service Center Profile
    Leave the standard default value cm-cases-f-profile. This is the pattern code for the employee profile viewed by service center users in the Directory. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.
    HR Ask HR Profile
    Leave the standard default value cm-hr-f-profile. This is the pattern code for the employee profile viewed by field representatives through the Ask HR for HR module. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.
    Mgr Ask HR Profile
    This is the means by which the employee profile can be viewed by managers through the Ask HR for Managers module. If the client wants a profile for service managers, then set this to cm-mgr-f-profile and modify as required. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.
    Parent User
    tbd HERE HERE HERE
    Non-owner Edit
    If set to Yes, anyone with access to the case can edit it. When set to No, only the assigned Agent can edit the case.
    Mgr Ask HR URL Label
    If Ask HR For Managers is implemented and you want to change the name as it is referenced in the application, then specify the new label here.
    Mgr Ask HR URL
    The link to the Human Resources Information System that is available from Ask HR For Managers.
    HR Ask HR URL Label
    If Ask HR for HR is implemented and you want to change the name as it is referenced in the application, then specify the new label here.
    HR Ask HR URL
    The link to the Human Resources Information System that is available from Ask HR for HR.
    Service Center URL Label
    If the service center url is implemented and you want to change the name as it is referenced in the application, then specify the new label here.
    Service Center URL
    The link to the Human Resources Information System that is available to service center users who have access to the case.
    Ask HR Label
    If Ask HR is implemented and you want to change the name as it is referenced in the application, then specify the new label here.
    Agent Alias
    Specify an alias. This alias is displayed in self-service modules instead of the agent’s actual name. The agent’s name is still displayed in the service center view of the case.
    Knowledgebase
    Set to Yes if implementing the Knowledgebase product.
    Ask HR Auto-Search
    Set to Yes to enable the Knowledgebaes auto-search feature for employees who create cases using the service center modules. When this feature is enabled and an employee creating a case in a service center module enters a subject in the case, search results that are related to the subject are shown to help the employee find information in Knowledgebase. The search results might direct the employee to information in Knowledgebase that may negate the need to create a new case. Set to No to disable Auto Search.
    Labels 1-3
    The labels that correspond to the launch points that are shown in the Look in menu that is available when an agent uses the Knowledgebase as it is configured for an employee's populations. A typical configuration uses Home, Search, and Sitemap.
    URLs 1-3
    The urls that are associated with the launch points.
  6. Click Save. The new population displays in the list.
  7. Click each of the tabs to configure additional settings that are associated with the population.