UCF staff that manage Workday cases in the Help Workspace app (Case Solver security role) can now share cases, link cases, and retain visibility on cases that they create. The purpose of these new system features is to build transparency and collaboration efforts for effective service delivery and support on various Workday system business processes. This change will impact all case solvers for all the Help service teams (business centers, kNEXT, Center of Expertise and Direct Support Organizations).
The options to share or link a case will be present now when reviewing a Help case. In addition, Case Solvers can now retain visibility to cases they create using the Create Case (Advanced) task in Workday. Instructions on using these features are in the following knowledge articles: