Help Desk
Discussion List
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HR Helpdesk tickets not being auto-assigned to agents and queuesSummary: We are using classic HR Helpdesk. From past few weeks, our Helpdesk tickets are not being auto assigned to agents even though the agents are available and have … -
HelpDesk default queue clarificationSummary: Hello Everyone, We are seeking for inputs on the below points with respect to Helpdesk. How do capacities assigned to the resources work? If the capacity for al…
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Defaulting Channel Type in Redwood HR Help DeskSummary: Want to select a specific channel type to be the default Channel Type when opening Redwood HR Help Desk Service Requests. Channel Type is a required field on th…
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HR Helpdesk: Inbound Email to Create and Update a Servcie RequestSummary HR Helpdesk: Inbound Email to Create and Update a Servcie RequestContent Hello Experts, As we have the ability as an employee to create a service request by send…Sashwati Arcot-Oracle 301 views 7 comments 1 point Most recent by Palak Srivastava Human Capital Management -
Core HR: Approval in progress'. Info is locked. - Cannot find transaction in transaction consoleSummary: Hello, Our client is facing an issue. Actually for an employee, there has been a manager change that was done in the past. When We checked the history on person…
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In OIC, is there a better way to start processing a file from sftp than using task scheduler?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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Collaborator cannot see responses when SR is created by an agentHello Experts, We are facing an issue in Oracle HCM Cloud – HR Help Desk (HRHD). When an HR Help Desk agent creates a Service Request for a collaborator: The collaborato…
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Can I delete an internal note in HelpDesk?Summary: I cannot see any option or find any documentation that says how to delete an internal note in HelpDesk Content (please ensure you mask any confidential informat…
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Can we modify the banner warning in redwood for mandatory fields?Summary: We need to modify the content of the banner warning which is displayed when a conditional mandatory field(category) is not filled in by the agents/users. Conten…iamroy 21 views 1 comment 0 points Most recent by Michelle Walter-Oracle Visual Builder Studio for HCM
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is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i… -
Agentic AI capabilities for Help Desk@Chris Warner @Michelle Walter-Oracle I am working on Agentic AI for Help Desk and I want to know all the capabilities where and how Agentic AI can help when we are conf…
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For ISR fields: department, location, manager, job: able to pull the values in summary pageSummary: Navigation for ISR--> HelpDesk--> Internal help Desk request--> Create Request-->Additional Fields with Drop Down list. Missing Technical workaround inside Inte…
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How to disable notification for checklist?Summary: Hello, Our client is receiving a notification which she wants to disable. Below shows an example of the FYI Task. When we checked one checklist, we saw the task…
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Sumathi Sivaraj-Oracle 131 views 4 comments 0 points Most recent by Shailesh.h.jain Human Capital Management
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Integration of Disciplinary Action Placeholder with Payroll for Employee SuspensionsHi Team, We have implemented a configuration as per our customer's requirement to capture and update employee disciplinary information and business decisions. This setup…Charuka Wijethunge 11 views 1 comment 0 points Most recent by Simona Stoian-Support-Oracle Human Capital Management
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Availability of a Comprehensive List of Cookies Created in HCM Related ApplicationsSummary: Does a comprehensive list of cookies and/or pixel tags created by Oracle OCI applications exist? If so, where can we find it for reference. Content (required): …
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Visual Builder Studio - HR Help Desk Layout Customization for Category / Sub Category field (HRHDSummary: Customize the Category field such that Top Category and Sub-Category are listed as parent-child node (i.e., Once user selects Top category, Child Category shoul…
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Single select button creation based on fusion Employee field in Redwood VBS HRHD (Internal Helpdesk)Summary: In HRHD (Internal Helpdesk Service Request) for VBS redwood customization we had requirement for bringing Employee Details (Employee number, Employee name) as t…
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I'm looking for redwood profile options list for 25CSummary: Content (please ensure you mask any confidential information): I want to know the list of profile options enabled in 25 C , specially to see if these are availa…
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We adopted Next Gen Helpdesk and having issue with agent availabilitySummary: We enabled Next Gen Helpdesk last week .Now we are using Next Gen Admin and Next Gen Agent role. Agent enters in HR Helpdesk area but agent seems not available …Sangita Vats 11 views 4 comments 0 points Most recent by Michelle Walter-Oracle Human Capital Management
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HR Helpdesk Groovy Script: User and Agent Email NotificationsHello, I need a Groovy script to automate email notifications for HR Helpdesk. When a user updates an SR, notify the assigned agent. When an agent updates an SR, notify …
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HRHD - Change in Communication ChannelSummary: We have a process that a user sends an email to our HRmailbox in outlook, and it relays to Oracle HCM and creates a HRHD ticket and responds with an email to th…
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Department Flexfields are not PopulatingSummary: Good day! As we are trying to replicate the configurations done from one environment to another (TEST to DEV8), we have encountered issues with the Extensible F…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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Is there any impact of installing Language Packs?We have a requirement to allow users to enter or view data in Dutch language. is there any impact of installing Language Packs
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My Knowledge in Redwood HelpdeskSummary: My Knowledge page of Redwood Helpdesk (in addition to My Help app) Content (required): I've seen the "My Knowledge" link in the navigation structure definition …Nizam AB Mogal 221 views 13 comments 0 points Most recent by SherinSarahPhilips Human Capital Management -
Redwood: How to customize Need help? Contact Us section to show representative based on their AORSummary: How to display relevant "Need Help? Contact Us" information based on the module the user is currently accessing. Specifically, we want to know if it's possible …
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Attempting to Reassign results in failureI'm attempting to reassign a task (AllocatedHumantask) (process: Employment Checklist Allocated Task Composite) which leads to failure resulting in the following message…