Using the PeopleSoft Fluid User Interface to View and Manage HR HelpDesk Cases

This topic discusses how agents use the PeopleSoft Fluid User Interface to view and manage HR HelpDesk cases.

Page Name

Definition Name

Usage

My HRHD Cases Tile

CR_RC_ASG_CASE_HHD_FL_GBL

Access the My HRHD Cases page.

My HRHD Cases Page

RC_ASG_CASE_HHD_FL

View and manage your HRHD cases.

Use the My HRHD Cases tile (CR_RC_ASG_CASE_HHD_FL_GBL) to access the My HRHD Cases page. The tile shows the number of Recently Updated and Open cases.

Note: The Agent Triage Dashboard tile provides Agents access to an enhanced Agent Dashboard with the ability to group/triage HRHD cases thereby allowing them to easily manage cases.

Navigation:

You can add the My HRHD Cases tile, through personalization, to any system-delivered Agent homepage or a homepage that you create.

This example illustrates the fields and controls on the My HRHD Cases tile.

My HRHD Cases Tile

Use the My HRHD Cases page (RC_ASG_CASE_HHD_FL) to view and manage your HRHD cases.

Navigation:

Click the My HRHD Cases tile on an Agent homepage.

This example illustrates the fields and controls on the My HRHD Cases page. You can find definitions for the fields and controls later on this page.

 My HRHD Cases page

Field or Control

Description

View

Filter the cases that appear in the HR HelpDesk Cases list. Available values are:

  • All my cases modified in last 30 days

  • All my cases modified in last 7 days

  • All my open cases

  • Unassigned cases in my provider group

Note: The last updated case is always displayed at the top of the page.

Enter Case ID to Search for a Case

Enter a Case ID to navigate directly to the case page.

Case ID

Displays the unique ID of the case.

Employee

Name of the employee for whom the case is created.

Summary

Displays a brief case description.

Priority

Displays the priority assigned to the case.

Case Status

Displays the status of the case.

Provider Group

The provider group to which the HRHD case is assigned. This field is left blank if the case is assigned to an individual.

Assigned To

The agent to whom the HRHD case is assigned.

Note: If the case is assigned to multiple group or individual, then the Primary assignee is displayed.

Last Modified

The date and time when the HRHD case was last modified.

Create Case button

Click this button to create a new case.