03 Dec 2013
7 mins read
A well informed recorded procedure gets created whenever an employee wishes to change his or her personal information like last name, different departments such as payroll (for his salary check), security (for issue of new access card) etc. Before CRM 9.2, the CRM cases use to get created manually to ensure all the departments are well informed while making sure that it is closed by the provider group member. The time consumed for such communication equation can vary from few hours to few days depending on the internal processes.
PeopleSoft CRM Helpdesk 9.2 provides the flexibility to automatically create cases for personal data updates in HCM.
Example, an employee signs into the self-service application in HCM and submits a name change request after getting married. Submission of this request triggers the system to evaluate if the update is eligible for the creation of an HR HelpDesk case and if the answer is yes, a message is sent to the integrated CRM system, and subsequently, CRM system creates an HR HelpDesk case for the name change. Upon creation of the case with the status Open/New, payroll, security and other required departments can be informedby the provider group member, based on existing management process. Case statuses changes as per the defined case management.This case creation doesn’t update employees information is CRM, it only creates the case. Worker’s information in CRM is updated by PERSON_SYNC.Automatic case creation is not applicable for updates made for Persons of interest (POIs).
Below questions are answered here:
What are the setups requiredfor Automatic Case Creation?
CRM system is delivered with the automatic case creation facility being disabled. To enable the automatic creation of cases in CRM, follow the steps below:
The setup page of the business unit in CRM for which automatic case creation needs to be enabled.
For example, if you are enabling automatic case creation for the business unit HRHDU, than edit the record for HRHDU business unit to set the value of Source HCM field to HCM HR HelpDesk.
Edit the CASE_EIP queue to set the Queue Status to Runin both HCM and CRM systems.
In CRM, set queue as below:
In HCM, set queue as below:
In HCM system,
In CRM system,
If PSFT_CR is not the PS CRM local node in the system, rename the PSFT_CR node to match the name of the existing CRM local node.
In HCM, setup will look like below:
same as the one used in the local node. E.g.: PSOFT.
Delivered quick codes in HCM are as follows for the business unit HRHDU:
If more quick code needs to be published from CRM to HCM, two asynchronous one-way EIPs can be used in CRM system.
Business Unit
Quick Code
Effective Date
Status as of Effective Date
Description (quick code)
Summary
Case Status
Overwrite
Problem Description
Run the full data publish page as shown below: Click on Run and check the status in process monitor.
Upon successful completion of the process, all quick codes to be seen in HCM.
Make changes to quick code for business unit = HRHDU by adding a new quick code or saving the changes in CRM system.
There are delivered AAFs in HCM which if activated, can be used to create cases.User need to specify/confirm the conditions (the types of HCM data updates) and trigger points. AAF will be invoked from the component’s postsavechange event which will create HRHD cases automatically.
Below lists the delivered components:
When the Create Case action is invoked in AAF, it publishes a one-way, asynchronous EIP
(HD_HRHD_CASE) message from HCM to CRM. The message contains information that CRM uses tocreate HR HelpDesk cases and pre-populate them with default values using the agent facing componentinterface (RC_CASE_CI).
Below are the screenshots of automatically created case with default problem summary and description.
Notes tab has below data.
Related action looks as below.
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