Adding a population

To add a population, you must configure its Properties by assigning the population to one or more groups and performing any additional configuration as needed.
  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
    Specify a name for the population.
    Description
    Provide a description of the population for reference purposes.
    Priority
    Specify the priority level assigned to the population. You can set a value from 0 to 999. A lower number indicates a higher priority. For employees who belong to multiple populations, the population with the highest configured priority is used for routing purposes.
    Service Center Profile
    Ensure that the value is cm-cases-f-profile, which identifies the pattern code for the employee profile viewed by service center users in the Directory.

    An Infor developer can modify this profile according to the specification and create separate profiles per population if necessary.

    HR Ask HR Profile
    Ensure that the value is cm-hr-f-profile, which identifies the pattern code for the employee profile viewed by field representatives through the Ask HR for HR module.

    An Infor developer can modify this profile according to the specification and create separate profiles per population if necessary.

    Mgr Ask HR Profile
    Specify how managers view an employee profile through the Ask HR for Managers module.

    If the client requires a profile for service managers, then specify cm-mgr-f-profile.

    An Infor developer can modify this profile according to the specification and create separate profiles per population if necessary.

    Parent User
    Specify a system-defined user ID used to create a generic parent case that is not associated with a specific employee.
    Non-owner Edit
    Set to Yes to enable case changes by any user with access to the case. Set to No to restrict case changes to the assigned agent.
    Mgr Ask HR URL Label
    If Ask HR for Managers is implemented, specify a new label to change how Ask HR for Managers is referenced in the application.
    Mgr Ask HR URL
    Provide the link to the Human Resources Information System (HRIS) that is available from Ask HR For Managers.
    HR Ask HR URL Label
    If Ask HR for HR is implemented, specify a new label to change how Ask HR for HR is referenced in the application.
    HR Ask HR URL
    Provide the link to the HRIS that is available from Ask HR for HR.
    Service Center URL Label
    If the service center link is implemented, specify a new label to change how the service center link is referenced in the application.
    Service Center URL
    Provide the link to the HRIS that is available to service center users who have access to the case.
    Ask HR Label
    If Ask HR is implemented, specify a new label to change how Ask HR is referenced in the application.
    Agent Alias
    Provide an alias that shows in self-service modules instead of the actual name of the agent. The name of the agent 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 Knowledgebase auto-search feature for employees who create cases using the service center modules. Set to No to disable Auto Search.

    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 displayed 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.

    Labels 1-3
    Specify the labels that correspond to the launch points displayed in the Look in menu for agents using the Knowledgebase as configured for employee populations. A typical configuration uses Home, Search, and Sitemap.
    URLs 1-3
    Provide the URLs that are associated with the launch points.
    New Cases
    Specify a notification message that is sent when a file is attached to a new Ask HR case.
    Existing Cases
    Specify a notification message that is sent when a file is attached to an existing Ask HR case.
  6. Click Save.
  7. Click each of the tabs to configure additional settings that are associated with the population.