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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case… -
Employee is unable retrieve MY FAQs in HR HelpdeskEmployee is unable retrieve or view MY FAQs in HR Helpdesk. How to configure or check if the FAQs are setup correctly or not. Customer enabled Redwood pages to use Helpd…
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We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…
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How to Convert Helpdesk ticket to Case?Summary: Could someone please assist me in converting a Helpdesk ticket to a Case? Kindly provide the necessary documents and outline the steps involved. I greatly appre… -
How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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REST API to get configuration details of 'Manage Integration of Additional Applications'Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…
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How to get the Static IP & SSH Key for Payroll Integration with BankWe are integrating Oracle Fusion HCM with the bank server for salary processing and require the following: -Static IP for both Test and Production environments to be sha…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Escalate to Case smart action getting stuck on pageSummary: When I use the Escalate to Case smart action I am able to see the case successfully but it keeps getting stuck on this page. I always have to completely close a…
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Oracle Fusion HR Help Desk-Category creation on the basis of legal entitiesHello Team, Categories in HR Help Desk are created on the basis of business units. Is it possible to add legal entities as a field there as well? Will it be possible to …
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Unable to see all open help desk requestsSummary: hi Team, I have two users having the same roles One of the user is able to see all the open help desk requests The Other user is not able to see the same list, … -
Object Workflow to Update Tickets Processed from EmailSummary: Object Workflow rule to update tickets processed from email based on detailed description/email body text. Content (please ensure you mask any confidential info…
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How to show field "Queue" in Create Internal Helpdesk requestSummary: show field "Queue" in Create Internal Helpdesk request Content (please ensure you mask any confidential information): We need to show the filed "Queue" in Creat…
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …
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Customise fields on Case ManagementSummary: Customise fields on Case Management so field Department field loads the correct source of information Content (please ensure you mask any confidential informati…
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"Severity" and "Status" fields as read-only in Internal Help Desk CX (Visual Builder)In Visual Builder, I need to make the "Severity" and "Status" fields read-only on the employee editing screens for Internal Help Desk (Service CX). However, these fields…
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Primary Point of Contact: Address Country field shows incorrect data on helpdesk requests pageThe field is pulling the country of 'primary point of contact' from the first assignment record. For example, if Person X started in Egypt and is now in the UAE, the cou…
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An error occurs when adding a product under Manage product GroupSummary: Manage Product Group : An error occurs when adding a product Navigation : Setupand Maintenance >Helpdesk> Service Catalog >Manage Product Groups'Task > Products…
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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan… -
Mass Update 'Queue' for SRs in HR Help Desk (HRHD Redwood)Summary: Is there a way to Mass Update 'Queue' for SRs that have already been created. Any option of HSDL/HDL/REST Api to mass update the queues? Content (please ensure … -
Create Case error occurring on submissionSummary: Create Case error occurring on submission Content (please ensure you mask any confidential information): I am trying to create a case but when I select submit I…
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Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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Trigger milestone once assigned to agentSummary: Hi all, Is there a way to start a milestone from counting down once the service request has been assigned to an agent. The predefined resolution milestone attri…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Helpdesk Tags field not visible in create service request pageSummary: When an agent navigates to HelpDesk—>Helpdesk Requests—>Create Request to create an SR in this screen unable to see tags field where an agent can assign some ta…
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How to enable Print functionality in Case ManagementSummary: How to enable print functionality in Help Desk request and Case management cases. Printing should have all the data, history of the HR requests and Case. Conten…
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Implement Case Management Without HR Help DeskSummary: Customer only wants to track grievances. Is there a way to opt-out of Help Desk and just use Case Management? Would case workers need to be help desk agents any…