HR Case Management

This section describes how HR team members manage and assign employee cases.

Role feature access: HR Case Management > Cases

See more details in the following sections:

Before You Begin: To access the cases that you submitted in HR Cases > Create a Case, the application first checks your permissions to confirm that you have both location and topic access. For more information about topic access, see Activate Topics. For more information about location access, see HR Case Admin.

In HR Case Management > Cases you have access to all created cases that you have permission to see (based on your assigned topic access, and location access in Dayforce), and cases that are assigned to you in two separate tabs.

Note: Configuration in HR Admin > People Role Security in Dayforce (which limits users with specified roles from accessing HR information of users with other specified roles) might affect the employee cases that you can access. For more information, see People Role Security Setup in the Dayforce Implementation Guide. Also, HR cases follow the erase process in the Data Management Center and the HR data retention policy in Dayforce. Dayforce deletes the HR cases submitted by an employee, both when that employee is erased, or when the HR data retention policy is respected for a specific case.

Both tabs have the following information for each case:

Subject: The subject that the employee entered for the case, and the system assigned case number.
Topic: The current topic for the case (as created or updated by the employee, or updated by an HR team member).
Submitted by: The employee's display name and avatar.
Submitted: The time elapsed since the case was submitted (in business days). Indicated by: X minutes ago, X hours ago, yesterday, X days ago, last month, X months ago, last year, X years ago.
Assignee: The HR team member who is assigned to the case.
Status: Open, Waiting for HR, Waiting for Employee, Closed.
Time Remaining: When the case is due, counting down from 48 hours excluding Saturdays and Sundays. Dayforce shows days until it’s less than a day, then hours, then minutes when less than an hour is remaining. The colors represent the following:
- Green clock: 2 - 48 hours remaining
- Yellow triangle: 0 - 2 hours remaining. Dayforce shows minutes if less than 60 minutes is remaining
- Red circle: Less than 0 hours remaining

By default, the columns are sorted by the Status column in the following order: Open, Waiting on HR, Waiting on Employee, and Closed. Within each status, the case with the most time elapsed since the last message (Time Remaining column) is at the top, but you can change the sort order or sort column by clicking the column headers. If there are multiple pages of cases, each page shows up to 10 cases by default, but you can increase the rows per page in the Rows per page drop-down list. The sort persists as long as you stay in the feature, but if you leave the feature, it reverts back to the default settings.

Location Access is Removed

If you have a case open for a location where your access has since been removed, if you try to access or update the case, Dayforce shows a message indicating that you no longer have access to the case. So, when you navigate away and try to go back to the case, it's no longer available.

Topic Reassignment for Assigned Cases

If you attempt to change the 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.