Internal Help Desk
Discussion List
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How to migrate Service Assignment rules criteria with inactive category or Business Unit?Summary: I am in the process of migration Classic Help Desk to Next Gen Help Desk. I've completed running job1, 2 ,3 and 4. Next step is to create assignment rules manua… -
How to Create a Custom Table with an Actions Column in Oracle Fusion Service UI Extension AppProblem Statement A system implementor is facing a challenge in creating a custom table with an action column in Oracle Fusion Service UI extension app. The action colum… -
Milestone configuration - Multiple attributes under 'Completes When'Summary: We have 2 milestones configured within Help Desk, First Response Metric and Resolution Metric. These are working, however if the Help Desk ticket is Resolved wi…Dave Saxon - Systems Analyst 11 views 3 comments 0 points Most recent by Dave Saxon - Systems Analyst Fusion Service
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help deskSummary: Smart action help desk doesn't work - Help Desk Redwood — Cloud Customer Connect -
How can we restrict the categories with Multiple business unit?Summary: I wanted to Restrict access to Categories scan be done setting up Multiple Business Units where categories can be managed via Business Units. But this is not wo…
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Is there anyway we can restrict queues via customise the dsps?Summary: I need to restrict queues so that users can see all the queues except one. Content (please ensure you mask any confidential information): Version (include the v…
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Groovy script to notify all members added in Queue in Help DeskSummary: We are using below groovy script which is not working. Please let me know if anyone is having a working groovy script handy, which can trigger notification to a…
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Can we use notification preferences to send a notification to an additional user on a ticketSummary: Hi all, We have a use case in our "Create Internal Help Desk Request" flow where a request can be submitted on behalf of another user. In such cases, we want to…
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Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…Nalsoft Pvt Ltd 153 views 3 comments 0 points Most recent by Prasad Singamaneni-Oracle Fusion Service
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How I create agent in Help desk?Hello, I assigned the Help Desk Agent role to a user in Oracle HCM Help Desk. The role assignment is completed successfully, but when I try to add the user as a resource…
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Review Budgetary Control BalancesReview Budgetary Control Balances Hello, please i need support to get THE VIEW OR TABLE that build Review Budgetary Control Balances and build a query as data model TO S…
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Brainstorming: Implementing approvals using queuesSummary: Basically we want to try replicating branching of BPM Approvals but using Help Desk queues instead. To clarify, this is NOT a question about "Approvals for Help… -
How to restrict HR Help Desk Agents from viewing service requests created by other LE employeesHello Experts, We have a requirement where we need to restrict HR Help Desk Agents from viewing service requests created by other LE employees For example: Service reque…
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Is there a way to reset a PVO in a particular job from DB or any REST API or any other way in BICC ?We are looking to reset a PVO in a specific job by any other options like REST or other API or DB. We don't want to perform from the BICC page. If there are any inputs o…
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Why did the 5-star feedback scale disappear after publishing a knowledge article?Summary: I published a few Knowledge Articles (KA) to the My Help area in Oracle HCM and unlike the other KAs we have, the rating feedback option is no longer there. Is …
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List of values not appearing in custom fieldSummary: I have created a field with a list of values in Application Composer. The user should be able to select more than one value at a time but the values are failing…
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getting below error while calling web serviceSummary: we are trying to post data to external system using a web service. we have 2 web services - one for connecting with external system , in that web service we are…Bhagyashri Patwardhan 23 views 3 comments 0 points Most recent by Ankita Biswas-Oracle Fusion Service
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How to Handle Dynamic Field Data from API Endpoints in Fusion Help DeskHi Community, Our colleague @Tobi Durojaiye-Oracle has provided a tutorial on handling dynamic field data from API endpoints in Fusion Help Desk. Let's thank Tobi for hi…Edson Junior, Oracle 121 views 3 comments 1 point Most recent by Edson Junior, Oracle Fusion Service
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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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How to hide a queue or make it read only for employees when creating a SR in classic HR helpdeskSummary: Need to hide the queue field in create service request page for a particular role. We want it to be visible for the Helpdesk administrator while creating a SR. …
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Category - Internal Help DeskHello team, In the classic Fusion Service (CX) view, when creating Service Requests (SRs), an icon was displayed under "Category" that allowed you to see the Category Na…
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How many maximum addresses can be stored/displayed under one contactSummary: What is maximum number of addresses that we can store under one contact and how until how many addresses can be displayed under one contact in CX Sales. When tr…
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What is the category definition limit in Internal Help Desk?Is there a limit to defining categories in the Internal Help Desk? Fusion Service, Customer ExperienceEvelyn Orozco-Oracle 31 views 2 comments 0 points Most recent by Evelyn Orozco-Oracle Fusion Service
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Is it possible to rank/order queue resourcesMy client has a scenario where they have multiple resources assigned to a queue and are using automatic assignment via omnichannel. There will be a primary resource that…
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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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Capacity of Helpdesk agentSummary: Please let me know the maximum capacity that can be assigned to a Helpdesk agent. Also, please let me know the maximum capacity of an agent present in the Overf…Moumita Chakraborty 1 view 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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NextGen:Need sample groovy Send Notification to Generic Email When Ticket Assigned to Specific QueueSummary: Hello Experts, Need a notification to be sent to a specific generic address email when a ticket is assigned to a particular queue. Content (please ensure you ma… -
HR helpdesk custom field to populate in standard coverage template to setup a milestoneSummary: We have created a custom field called complexity in create service request page in classic helpdesk, How can we enable the same filed in standard coverage templ…Saritha Vallala-Oracle 21 views 2 comments 0 points Most recent by SrikarVishnubhotla Fusion Service