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Notification on an update to the case

score 25
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Request for Enhancement

 

An update to an existing case (in HRCM) by the requestor via an outlook email OR by adding a Note in MyIT should generate an Outlook Email notification to the Assignee i.e. the person to whom the case is assigned, regardless of the case status i.e. Draft, Work In Progress, Assigned, Closed and Resolved. Also, such cases should be highlighted in the HRCM que so that it can be identified easily

 

Goal

 

To notify the assignee that the requestor has sent an update on the assigned case. This will help, by making the assignee aware that there is an update on the case and he/ she has to work on the same

Why Important

 

In some cases the HR Agents request for some additional information from the requestor. Also, sometimes the requestor enters additional comments after submitting the case. In the current scenario, the HR Agents do not receive any notifications in case the requestor has provided an update on the case via email or MyIT. Due to this the agents have to go and check each case in their que at regular intervals to see if the requestor has provided any updates.

 

Having an Outlook email notification will help by informing the agent that there is an update on the case and it will reduce the overall time in responding to the requestor. This is especially important while managing time sensitive and critical requests.

 

Example of current behavior

 

Covered in the ‘Why Important’ section above (In the current scenario, the HR Agents do not receive any notifications in case the requestor has provided an update on the case via email or MyIT. Due to this the agents have to go and check each case in their queue at regular intervals to see if the requestor has provided any updates)

 

This is on behalf of one of our customers

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