Infor HR Case Management

Improved Line Spacing

Line spacing issues that were evident in the case form when the case was created from the email channel have been resolved.

Improved Email History report

The email history now shows the number of email attachments that are associated with each case in the report. Users can view all email attachments through the email history.

Automatic ticket assignment for reopened cases

When cases are reopened, they are unassigned and are available for assignment in the Unassigned Cases Queue. Administrators can configure the service group so that each reopened case remains assigned to the service center user that is assigned to the case in its closed case status.

Configuration is required:

Select Service Groups, select a service group, and click Properties.
  • To have reopened cases be available for assignment in the Unassigned Cases Queue, set Unassign Case on Reopen to On.
  • To assign reopened cases to their most recent service center users,set Unassign Case on Reopen to Off.