Need Detail On Automatic Creation Of HR HelpDesk Cases.

(Doc ID 2216641.1)

Last updated on DECEMBER 21, 2016

Applies to:

PeopleSoft Enterprise HCM Human Resources - Version 9.2 and later
Information in this document applies to any platform.


In HCM 9.2 new functionality of HRHD auto case creation is introduced. As per the functionality, whenever ESS/MSS transaction is submitted, EIP is trigerred via AAF policy for CRM to create a HRHD case.

We are implementing this feature as part of 9.2 upgrade and we have few questions regarding this feature:

Q1. Does it support all ESS/MSS transaction?

Q2. when ESS/MSS transaction is triggered in HCM, does it wait for Manager/admin approval before triggering the HRHD Case creation in CRM?

Q3. If answer is No, is there any delivered AAF action which we can use to first trigger the approval action before creating the case?

Q4. Is there any flexibility to pass the ESS transaction specific information (e.g. Job Code Change) to CRM like emplid, manager emplid, old jobcode before change and new Job code after change? If we see the current functionality it looks like Summary field is static and populated based upon the quick code setup.


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