HR Case Resolution options/ideas

[Rob Sestito]

Hello SN Comm,

I was wondering if anyone out there uses HR Case Management - and if so, has anyone added Case Resolution features to their form? I am looking for ideas!

Currently within our Production instance, I have an Accept/Reject Email Notification, that is triggered when the Case goes into 'Awaiting Acceptance' state. This email has a link for the end user to utilize. They can either accept or reject the resolution to their case - if they accept, an email opens up from their email platform and allows the user to type in any details as to why they have accepted (thank you, etc). If they reject, an email opens up from their platform and allows the user to type in details as to why they have rejected (needs more work/issue not fixed, etc). If they accept, once the email is sent back to the Case, the system will close the case automatically. If they reject, once the email is send back to the Case, the system will put the Case back to Work in Progress (WIP) and notify the person whom the Case was assigned to. All results are recorded to the Case Activity log - mostly in the event the Case resolution is rejected, the 'Assigned To' can see those notes (which they will receive in the email notification anyway).

Now, within the Accept/Reject Email Notification that goes out once Case is put into 'Awaiting Acceptance' state, the email notification shows the Case number, Short Description (with some instructions on how to use either of the Links provided to accept or reject), and the URL Links Accept/Reject.

Within one of our Test instances, I have added in a new field called Case Resolution. This field populates on the Case Form when the state is WIP, however not mandatory. Reason for not being mandatory, is I know once a Case is in WIP, that does not mean it will be resolved right away. Once the 'Assigned To' is ready to resolve the Case, they can enter in details within the Case Resolution field. I have done this as it has been mentioned that users are wanting to see the Resolution notes within the Accept/Reject Email Notification they receive. That way they do not need to call in asking how their Case was resolved, they can just see it in the email. Allowing them to make a better judgement to Accept/Reject the Case Resolution.

I am looking to the Community, to see if anyone has done something like this, and what did you do. Looking for Ideas on how I can maybe change this to be something better than what I have created now.

I think it may be better to do something as follows:

'Assigned To' clicks on Resolve/Close Case button - That triggers the state to be moved to Awaiting Acceptance. In between that, I think it would be better for a pop-up box to be triggered to the 'Assigned To' asking them for Case Resolution Details. That way, I don't have to take up real estate on the Case form (and have that new field show up during WIP state for a period of time). And from this pop-up box, once details have been entered, those details can then show up in the Case Activity AND get thrown into the Accept/Reject Email Notification for the end user to see/read.

I appreciate any help/ideas anyone may have on this feature!

Thanks in advance,

-Rob

[Dubz]

Hi Robert,

It sounds like you could cover this with a UI policy pretty easily. Just make the condition 'when state changes to resolved or closed' and then have a UI policy action making the case resolution field mandatory.

I have the same thing configured on my Incident form to ensure the closure analysis fields are populated, it looks like below:

[Rob Sestito]

Hey Dave,

Thank you for replying!!

I actually do have that (close to) in place and I know how to make it mandatory. My issue is (and not a huge issue), that the Case Resolution field populates once in WIP state. Because as that state is getting closer to the Resolved (awaiting acceptance state), I wanted to have details on the resolution to be captured into the email that goes out to the end user. If I make this field Mandatory during WIP state - that means 'some thing' will have to be entered in while it is WIP (on-going). If I make it mandatory when state changes to 'Awaiting Acceptance', the email will have already been triggered and not capture Case Resolution in the email notification.

Here is how I have it now:

Thanks,

-Rob

[Dubz]

Hi Rob,

So, as i understand it, you want to have updates on the progress of the case resolution sent out to the customer as the state changes? If you make the u_case_resolution field a journal field then you can make it mandatory whenever the state changes and send out the latest entry in that field and you'll have a history of case resolution details.

I don't actually use the HR application so i'm not familiar with the form, is there not an additional comments or work notes field that you could leverage to fulfill this requirement?

[Rob Sestito]

Morning Dave,

So yes we have Additional Comments and Work Notes on the HR Case form. Those send out email notification as we need, so we are good there.

Once the Case is moved to 'Awaiting Acceptance' state, an email goes out to the 'Requestor', providing the Case number and Short Description. Along with the URL Links to either Accept or Reject. The thing I am trying to do, if create a new field on the form called 'Case Resolution' (which I already have now), and add in the email notification to grab that info as well. Without putting so much into the email that goes out to the end user, capturing the Case Resolution field details seemed like a quick thing to do, and it was. But I am trying to see other better ideas as well to give a shot.

To go to your first question - Case Resolution will ONLY be relevant once the Case is ready to move to 'Awaiting Acceptance' state. As of now, I have it populate once the Case goes into 'WIP' which is the state before 'Awaiting Acceptance'. And the reason the field is NOT mandatory, is because once a Case goes into WIP, that does not mean it will go into Awaiting Acceptance right away. It could be later in the day, or a couple of days later - so that is why I have not made the field mandatory.

My other idea I had last night, was to make it almost like Cancel UI Action. When using the UI Action Cancel, a pop-up box appears and asks for a "Reason why you are cancelling this Case". Once you input the reason, then the Case is moved to a new State called 'Cancelled'. My thought was to try and stem from that.. With the already in place 'Resolve Case' UI Action that moves the Case to Awaiting Acceptance state, I was thinking that when using Resolve Case UI Action, a pop-up box can generate with the comment, "Reason for Resolving this Case". The Case Worker can enter in the reason, the reason is then pushed to the Case Activity Stream and the Case is then moved to Awaiting Acceptance. Which will trigger the Email Notification all while grabbing the Reason for Resolving the Case.

So that is where I am at currently - trying to figure out how to implement that idea into the already existing UI Action. I do appreciate your insight with things - I just already have what you suggested. If you have any know-how as for my added idea here, and or have any others - I am all ears

Thanks so much Dave!!

-Rob