E1: 17: Case Management Setup and Configuration (P17500 / P90CG501 / P90CG504 / P90CG002) (Doc ID 1487595.1)

Last updated on MARCH 26, 2024

Applies to:

JD Edwards EnterpriseOne Case Management - Version 8.11 Base and later
JD Edwards EnterpriseOne Service Management - Version 9.1 to 9.1 [Release 9.1]
Information in this document applies to any platform.

Purpose

To show the process of set up and execution of Case Management for Service Management.

Overview

Use the JD Edwards Enterprise One Case Management system from Oracle to capture customer issues, track issues from creation to resolution, and set up rules to automatically assign cases to the appropriate people. The JD Edwards Enterprise One Case Management system enables companies to determine if and how they escalate cases. You can determine to escalate cases using the notification method and set up provider group distribution lists to send assignment and escalation notification to all provider group members when cases are assigned to the provider group. You can determine to escalate cases using skill levels and set up provider groups and assign skill levels to group members to systematically escalate cases to the next highest level provider group member during the escalation routine.