Infor HR Case Management

Issue field expansion for previously created cases

In previous versions of the application, the Issue field could be expanded only for new cases, not for cases that had already been created. Now the Issue field can be expanded for existing cases and for new cases for all self service applications and for cases that are viewed through analytics and reports.

No configuration is required.

Make specific case form fields required

Customer administrators can make these fields required in a case form: Regarding, Contact Name, Contact Relationship. Configuration is required for each case for which one or more of these fields are required.

  1. Click Populations.
  2. Select a case.
  3. Click Standard Fields.
  4. Click a field and specify the Required setting.
  5. Click Update.

New Agent dashboard report: My Cases Survey Scores

A new report was added in the Agent dashboard. My Cases Survey Scores shows each survey that was submitted in relation to the cases that the logged in user served, including survey scores comments. Agents can compare their scores to averages over the past six months. Employee identities are masked.

Agents initially view a bar graph that shows the average survey score. An agents clicks the bar to access the report that shows each survey that was submitted on behalf of the agent. To access responses to the questions, an agent clicks on any score in the list. To view comments, the agent hovers over the Comments icon.

The new report must be enabled.
  1. Select Agent Dashboard > Configuration.
  2. In the Display column that is associated with the My Cases Survey Scores report, specify Yes.

Agent and manager queue report filter clearing

When this feature is enabled, agents and managers who use queues can clear queue report filters, including pre-set default filters and filters the agents and managers have specified. This enables users to view all report contents instead of only data that is generated with default filters.

Queue reports show cases with the status of Open, with default filters. Administrators can configure the Clear button functionality to work in any of these ways:
  • When the setting is not enabled and the Clear button is activated, queue reports show open cases, with default filters.
  • When the setting is enabled and the Clear button is activated, queue reports show open and closed cases, with no filters.

This feature requires configuration.

  1. Click Application Settings.
  2. In the Application Settings area, locate the Clear Defaults setting and specify Yes to enable the Clear button in the queues to clear all filers, including default filters.