There are two primary ways a Leave case can be created: 1) automatically by an employee emailing leave@colorado.edu, or 2) manually by a Leave Coordinator.
*Click the images below to enlarge*
Automatic Case Creation by an Employee Emailing Leave@Colorado.Edu
When an employee emails leave@colorado.edu, a case will automatically get created. You can view these cases in two different places:
The “All Unassigned Cases” report on the Homepage Dashboard.
The “Leave Team Queue” Case List View.
Manual Case Creation by an Leave Coordinator
Leave Coordinators have the ability to manually create a Leave case.
High-Level Overview
Step-By-Step Process
Search for the employee in the Global Search and hit Enter
You can search by name, EID, email, phone number, etc.
Click on the employee’s Contact record
Lots of results will show up, but we specifically want to locate the Contact.
Contact Record Overview
Contact/Biographical data comes from HCM every night. This data can not be edited in Salesforce--any edits to this data should be made directly in HCM.
Cases will show the employee's active and closed Leave cases. You will also see the employee’s ER active/closed cases.
Employment will show the employees employment record(s). This data is updated from HCM every night as well. You are not able to edit this data in Salesforce.
Select the appropriate Employment record
An employee may have multiple employment records, so you will need to choose which record the case should be attached to.
Click the Create Case button
The Case Contact “Type” will default to Primary Employee/Contact.
Salesforce will copy/paste employment info and bio data to create a “Case Contact” for our case. You don’t need to edit any of this data.
Click Save
Go to Case by clicking the Case Number
View Case
The shell of your case has been created. You can now edit details, send emails, add case notes, etc.