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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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PATCH Operation through Groovy script to update the Queue id of an SRSummary: Hello Everyone, For our scenario, We are getting the Queue id from an external system through API. In the Before Insert trigger we are receiving the Queue id an… -
how help desk handle the ticket coming from email addressSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
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Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
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Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
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Groovy script to call Value set in HRHD Server scriptSummary: Hi All, We have a requirement to show a field in Agent UI, value we maintain in custom lookup and to get that value we call table value set. Is there any way to…
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Help Desk | how I insert custom field in Visual builder studio?Hello all, "I’ve created a custom field in Oracle using Application Composer. What are the steps to make this custom field available in Oracle Visual Builder Studio so I…
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Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
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Hi All, We are facing an issue. while raising an SR in help desk it throwing an error.Save failedA database constraint was violated while storing the changes in the database. If anyone help us with resolution
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Knowledge Search Service role in Internal Help Desk (Service CX)Hello everyone, I'm running a test in the Internal Help Desk (Service CX) module and need to validate the behavior of the Knowledge Search Service role when assigned to …
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Help Desk Admin should not see casesSummary: Is there a privilege providing access to cases for the Help Desk Admin? We are trying to use a custom access group for Admins- they should not have any Case Man…
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Help desk agents from various queues are replying to tickets using the HRES sender addressWe’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those ema…
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Is there a notification to notify a specific resource when case is updated?Summary: We want a notification to a specific case when cases are updated. We do not want to use the conversation feature- we want to send a notification to the Director…
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Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
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How to add AND and OR in one rule in HR HelpdeskSummary: Hi All, I am building an assignment rule in Oracle HR Helpdesk where I need to implement the following rule a) If subject contains COC 'OR' Certificates 'OR' Ca… -
Help desk | change sender emailHello all, Would it be possible to modify the sender information in Oracle emails? In particular, we are looking to change not only the "From:" display name, but also th…
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HELP DESK | modify sender emailSummary: Hello everyone, I would like to know if it's possible to modify the sender address configured in the email template used for service request completion notifica…
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Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know … -
Custom Description field in HR Help Desk not listed in Action Plan Action attributesSummary: I have created a custom description field in Application Composer for the HR Help Desk. When I attempt to configure it into the Action Plan Action settings its …
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Required cookies prevent app users to see full contentWe’d need assistance regarding an ongoing issue with the Help&Contact page handling in the AEGEAN app and mobile browser for the logged-in users. More specifically, when…
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How can we specify which queue to notify all members when an SR is raisedSummary: 22B introduced the ability to "send defined notifications to all members of a specified queue so that they can effectively monitor the queue for open items" but…
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Helpdesk ticket created through email channel are not getting correctly mapped in helpdeskSummary: When some employees create helpdesk tickets via the email channel and include someone in CC, the ticket content appears only in the 'Detailed Description' field…
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Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you… -
how to assigned missed milestone manually?Summary: Due to some setup issue milestone not started/added for few existing tickets. is there any process to add milestone manually to the tickets.
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Notifications Not Being Sent When Service Requests Are Created or Updated in Help DeskSummary: Users are not receiving notifications, when a Service Request is created and updated or when a Service Request is assigned to an agent. We have enabled browser …
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Action due date override doesn't override the next step due datesSummary: We have enabled the override for Due dates in Action plan steps using profile option "ORA_SVC_AP_ENABLE_ACTIVITY_DATES". Override is working for first action in…
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Restriction related to help deskSummary: Hi Team, We have a requirement from our client related to Help Desk. Please see the details below. If ticket related to grievances are raised by an employee , t…
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'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C…
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Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp…
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Can Case assignment be done automatically (similar to how Help Desk Service assignment is done)?Summary: Hello Team, Will it be possible to route cases to a particular queue to a specific resource/case worker based on assignment rules? I have been creating cases bu…