This section describes how HR team members update or review employee cases.
See more details in the following sections:
Before You Begin: If your role has permissions and you have location role feature access to view an employee's profile, click View Profile in the Submitted by field in the Details section for a case. This option is handy to give you more context before responding to an employee. If you change the status to closed or reopened, or if you change or unassign the assignee, Dayforce adds an informational message in the Activity field. Keep in mind that the assignee list options are employees who have role feature access to the topic.
When you open a case in HR Case Management > Cases each case has the following fields:
- Activity: Activity field for public reply and internal note comments with time and date stamps.
- Public reply: Public responses that both employees and HR team members can see. For information on how to update a public reply to public see Update a Comment to Internal or Public.
- Internal note: Private responses are visible only to other HR team members, ensuring that sensitive or internal information is confidential. For information on how to update an internal note to public see Update a Comment to Internal or Public.
- Add Files: Attach files in the Internal note or Public reply tab. For more information about file attachments see File Attachments for Cases.
- Details: Case details section.
- Status: Open, Waiting for HR, Waiting for Employee, Closed.
- Topic: The current topic or subtopic for the case (as created or updated by the employee or updated by an HR team member). Archived items have an (Archived) tag. You can’t select archived topics when changing a topic for a case. If you change an archived topic to a current topic that you’re not assigned to, you can’t reselect the archived topic, and you’ll lose access to the case. In those occurrences, Dayforce shows a warning message. If you attempt to change a topic for a case that is assigned to you but you don't have access to the new topic, Dayforce shows a confirmation message indicating that you’ll lose access to the case. If you proceed with the topic reassignment, the case is no longer available to you.
- Assigned to: The HR team member who is assigned to the case. The drop-down list is searchable by name. If an assignee can’t view a case because they don’t have topic access, location access, or both a warning message is shown beneath the field. Dayforce shows the Assign to Me button if you have location and topic access, so you can assign the case to yourself.
- Case: Case ID.
- Submitted on: The date and time when the case was submitted.
- Submitted by: The employee or HR team member who submitted the case along with their display name and avatar. Shows Deleted if the employee is deleted from Dayforce.
- Submitted for: The employee that the case is about. Dayforce shows a View Profile link to see the employee’s profile in People, if you have feature access. Dayforce shows a warning message if the employee doesn’t have access to view the case in HR Cases because they don’t have feature access. The warning message is also shown under the Submitted for field on the Create a case for an employee screen.
- Response due date: 48 hours (business days) after the last public reply was added. Internal notes don’t reset the due date. The due date and icon correspond to the Due Date and Time Remaining columns in HR Case Management > HR Cases. The Response due date field shows a dash for closed cases. If a case is reopened, the updated date is shown.