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. 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.
If you add more details in the Activity field, you can use formatted text and add external links if needed. You can attach files if you want to provide reference documentation to help resolve cases. Up to 10 files can be attached in a batch. Each individual file must be no larger than 2 MB. Supported file types are PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, CSV, MSG, TXT, ZIP, JPG, PNG, GIF.
The application shows an error message for the following errors:
- The file fails the security scan
- The file type isn’t supported
- You attempt to add more than 10 files at once
- A file is larger than 2 MB
Attachments added to a case are only available to the employee who submitted the case, and HR case workers who have permissions to see the case or have been assigned to the case. When employees click image attachments in the case details, the browser opens them in a new tab where the image is also downloaded. In addition, when they click the more options menu on an attached file, they can either download or preview the file if the preview option is available. Attachments can only be viewed in HR Case Management and HR Cases, they aren’t visible in Document Explorer or any other part of Dayforce.
To update or review a case:
- Go to HR Case Management > Cases.
- Depending on if you want to select a case that is assigned to you or not, select the Assigned to me tab or All tab.
- From the Subject column, select a case.
- Review or update the case accordingly.
- Click Send Message when you’re finished.