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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
Does Redwood HR Helpdesk have Approval Workflows?Summary: I have not seen any workflow mentioned in documents. Our client seems like they wanted to have something like after the agents states a resolution, they want to… -
Cannot add households or contacts to casesSummary: We are using the HR Help Desk default stripe for Case Management. We are unable to add additional contacts that do not exist in the system on the case. The clie…
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Email and Bell notifications not pulling values as requiredSummary: Content (please ensure you mask any confidential information): I am successfully receiving notifications once a request has been submitted and resolved but the …
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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How does my Data Analyst run case mgmt/HRHD reports?Summary: I'm having a hard time having my Data Analyst pull data from case management and help desk. The service catalog doesn't even appear for him. He has both Case Ma…
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How to remove Close and Copy Help Desk RequestSummary: We would like to remove the 'Close Help Desk Request' and 'Copy Help Desk Request' actions from the Next Gen Human Resource Help Desk User- is this possible? I … -
'The offering isn't enabled' error message on the HR Help Desk Interactions List pageWould anyone know the origin of the error message 'the offering isn't enabled' on the 'show interactions' page? Path: Open an SR - Select Show Interactions from search b…
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Access to HR Help Desk/Case Management Through Service Catalog Reporting?Summary: I'm curious if employees (outside of HR) who have access to the Service Catalog have the ability to pull data from HR Help Desk and or Case Management since the…
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Calendar dropdown is not showing while creating Action Plan Template for CaseSummary: Calendar dropdown is not showing while creating Action Plan Template for Case Content (please ensure you mask any confidential information): Version (include th…
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I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update itSummary: I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update the categories? Content (please ensure you mask any confidentia…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Why does Oracle support throw the 'Bad Request' error?Why does this error happen when navigating to Oracle support? I have to clear cache several times a day for it to away. This started in the last few months and it happen…
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Groovy script sending out incorrect notificationSummary: Content (please ensure you mask any confidential information): I removed the script which notifies the employee when they submit a request. For some reason it w…
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How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…
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Agents being "Assigned To" a Service Request in HR Help Desk is not being savedSummary: Hi Oracle Experts, When agents are assigned to work on a Service Request and selecting the 'Assigned To' is not getting saved. I checked the agent is having Res…
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I am not able to view the queues created in Manage queues for HR helpdesk task.Its giving the confirmation notification that the queues are created but I am not able to see them
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How to convert a service request to a caseWe need to escalate a Service Request to a case. How do we do it through Helpdesk or Case Management?
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HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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What happens when multiple object workflows conditions are met?We have multiple custom object workflows which trigger different actions when the conditions are met. I'm currently investigating an issue where one of the email notific… -
can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Inbound & Outbound with personal emailSummary: We have created an email channel (test@client.com) and the client have enabled the required setting for their outlook. We are sending an inbound email from pers…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in . The users are able to edit messages after this and whenever some…
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Difference between Inline and Miscellaneous attachments in HRHDSummary: I dont find difference between Inline and Miscellaneous attachments in HRHD, both looks same for me. Can you let me know what is the Difference between Inline a…
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Unable to show the action plan flow chart to EmployeeSummary: There is the request from business to show the action plan flow chart in Employee screen, currently it is accessible only in agent UI. We tried whether can be a…
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Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: There is a request from our business to change the label of the seeded HRHD dashboard from "HR Help Desk Inflolets" to "HC Help Desk Inflolets" (please refer th…
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NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…