Configuring additional settings

  1. Log in as CM Setup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin.
  4. Click Application Settings.
  5. In the Additional Settings area, specify this information:
    Last 4 of SSN
    If the directory is configured so that it can be searched by SSN or if SSN is configured to show in the case form header, set this option to Yes to show only the last four digits of an employee's SSN in the employee directory and in the case form header.
    Clear Defaults
    Set this option to Yes to make the Clear button remove all filters, including default ones, in queues and reports.
    Use Default Filters
    Set this option to Yes to automatically apply default filters when loading queues and reports.
    Load My Cases & Unassigned Cases on Default

    Set this option to Yes to automatically display your assigned and unassigned cases in the queue.

    Update SLA On Closed
    Set this option Yes to recalculate the SLA date when a case is closed. Set this option to No to retain the original SLA date.
    Mail Account
    Specify the mail account to define which email address is used for system notifications and case creation from email.
    Multi-Population Option

    If your organization uses multiple populations, select the method used to determine the population of new cases.

    This table shows how prioritization works when an employee belongs to multiple populations:

    Highest Rank Topic Driven
    New Self-Service Case The default population, quick cases, and topics are determined by the highest ranking population to which the employee belongs. The default population that is assigned to the case is determined by the topic that is assigned to the case.
    New Service Center Case The highest ranking population that both the employee and the service center user belong to is used. The highest-ranking population that both the employee and the service center user belong to is used initially. All topics and quick case options associated with all of the employee’s populations are available. The selected topic determines the population, so it does not matter if the service user who creates the case serves the employee’s population.
    Display Population
    Set this option to Yes to show the Population column in the queues and most standard reports. Set the value to No to hide the column. If the column is hidden, the data can still be filtered by population.
    Display Secured Regarding
    This setting pertains to the Regarding Cases Report. Set this option to Yes to show Regarding cases that a service center user is not authorized to access.
    Extra Submit Button - Ask HR Modules
    Set this option to Yes to display an additional Submit button on the case form.
    Display Email Attachments
    Set this option to Yes to show email attachments within cases.
    Display Service Group - Ark HR Modules
    Set this option to Yes to show service group information in Ask HR modules.
    Display Most Recent Note - Queue Reports
    Set this option to Yes to show the most recent note directly in the Notes column of agent and manager queues.
    Regarding Field Dropdown
    Select All Active Employees to show all active employees in the dropdown, regardless of population. Select Active Population Employees to show only those employees who are members of the same population as the case.
  6. Click Update.