Creating a case with Ask HR

  1. Access the Ask HR form by performing one of these steps:
    • Click Ask HR on the home page of the Knowledgebase.
    • Use the link in the Ask HR widget on the home page of the Knowledgebase.
    • Click Ask HR in your Knowledgebase.
  2. In the Ask HR form, select an option from the Quick Case menu or select a topic from the Topic menu.
  3. Specify this information:
    Quick Case
    If this field is available, you can select an option, which populates the other fields of the form with pre-configured settings.
    Note: If topic-driven quick cases are enabled by your administrator, then you can first select the topic to view only the quick cases that are associated with the selected topic.
    Topic
    Select a topic from the list of topics configured for the selected population. If you select a quick case, the topic field shows the topic configured for that specific quick case.
    Note: If you select a topic that is configured by your administrator with an email address of the appropriate team to handle the case in the routing settings, a case is not created. Instead, the information you specify in the Subject and Issue fields is sent to the configured email address. If your profile does not include a valid email address, the request is not sent and a case is created as usual.
    Subject
    Specify a keyword for the Knowledgebase search engine so that useful Knowledgebase pages are retrieved.
    Issue
    Provide a brief description for the issue, which the agent who services the case can use.
    Share Case with Manager
    Set to Yes to share the case with your manager.
  4. Optionally, add an attachment that can be helpful to describe the issue:
    1. In the Attachments section, click Add.
    2. Select a file to upload.
    3. Click Upload.
  5. Click Submit.