Help Desk
Discussion List
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HR Help Desk Request Status is not changingSummary: HR Help Desk Request Status is not changing Content (required): Hi, HRHD Requests have been created and assigned to agents. Agent has responded and the mileston… -
SLA recalculation after it closedSometimes employees answer to SR after it closed. In this situation the SLA continue from where it stopped. Is it possible to start the SLA from the beginning in this si…
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Next Gen Help Desk : Issues with Agent Responding to SR.Summary: we are running into issues with agent responding to an SR. The content type is selected, but the error message is informing us that there is no channel type sel…
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Unable to access Help Desk RequestsSummary: Unable to access Help Desk Requests Content (required): HR Help Desk Requests have been created and can see the number of SRs assigned to Queues. However, when …
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How to enable the Affected Party field in HR Help DeskSummary: How to enable the Affected Party field in HR Help Desk Content (required): Affected Party field is not visible by default, and must be added using Application C…
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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 2 comments 0 points Most recent by Michelle Walter-Oracle Human Capital Management
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Can HR Help Desk restrict a category as not visible to the primary contact?Summary: We're implementing HR Help Desk to track our Leave of Absence cases. Our Leave Team agents will open Service Requests and enter the employee's name as primary c…Kerri Belluomini 91 views 4 comments 0 points Most recent by Kerri Belluomini Human Capital Management
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Helpdesk Priority QueueSummary: I'm looking to find a way to route certain help desk tickets into a priority queue. We are looking to route tickets based on employee assignment data (for examp…
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Oracle Case Management and HR Help DeskSummary: Could anyone please share more details on Oracle Case Management and how is it different from HR Help Desk? Content (required): Could anyone please share more d…
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How to get a recommended article to show when a new service request in a specific category?Summary: Inside a service request, when the category is selected as "Accommodation" we are linking an knowledge article called "Job Aid" & we have saved the service requ…Liviu Snop-Support-Oracle 21 views 2 comments 0 points Most recent by Curtis Allen Human Capital Management
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Approve and reject goals for the managerHello everybody, Is it possible that the manager approves only a part of the objectives submitted by the employee in his objective plan? Example: The employee submits 3 …
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Which Strip code should I select when creating communication ChannelSummary: I am implementing Nextgen HR helpdesk 22C . Earlier I was using classic version of HR help desk and email notification working fine for below: Created email tem…
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Redwood HR Help DeskHello, I've been looking into getting the new Redwood HR Helpdesk enabled in HCM. I can see that the old Service offering is there by default, but the new "Help Desk" of…
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HR Helpdesk Knowledge Articles 22CSummary: Hi, We are using HR Helpdesk and My Knowledge Classic, we have noticed a problem after our 22C upgrade that the actual content (like questions and answers) of t… -
Getting an error while changing the positionSummary: Hi Expert, We are getting an error while changing the position on the assignment page and also If we try to delete the position with the help of HDL still getti…MohammadAfghanul Khair 51 views 4 comments 0 points Most recent by MohammadAfghanul Khair Human Capital Management -
HR Help Desk: Change Omnichannel LogicSummary: Hi Experts, Omnichannel routes SRs based on presence, availability, and capacity of each agent. Is it possible to route SRs based on some custom logic - for exa…
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HR Help Desk: Unable to check Action Plan step completionSummary: Hello, We are currently testing HR Help Desk (next gen) and are running into issues with completing Action Plan steps. On the page, there is a checkbox for the …
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HR Help Desk: Inactive Assignment Records are available for selection under Primary Point of ContactSummary: Hello, We are currently testing HR Help Desk (next gen) for a customer and have noticed that when updating the Primary Point of Contact of a Help Desk Request, …
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22C Redwood HRHD SR Summary SectionHi, we've just had 22C move into one of our dev environments. I've noticed that the Summary section of HR Helpdesk Requests is now missing, but only from an Admin perspe…
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how HR Service Requests are assigned automatically to agents in HCMSummary: Hi Team, Can you please let me know how HR Service Requests are assigned automatically to agents in HCM Thanks Content (required): Version (include the version …
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HR Help desk access to the category 'Career, Development & Learning'Summary: Hi, Can someone please advise on how to given access to HR help desk category 'Career, Development & Learning' to the User. Thanks, Sakthi Content (required): V… -
Job Details in the RUI is missing the Delete Record in the Action listSummary: The screen shot is the classic page where it includes the Delete functionality outline on the right side , however, its not included in the Responsive UI , How … -
HRHD interactions by Applicants, Pending workers & Contingent workers [ i.e. Other than Employees]Summary: HR Help Desk interactions by Applicants, Pending workers and Contingent workers [i.e. Other than Employees] Content (required): Can anyone share the workarounds… -
HR Help Desk - Contacts tab in SR Details pageSummary: Oracle HR Help Desk - SR details page has the option to add the manager and other employees as Contacts to the Service Request. What is the use/significance of …
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While responding to the Helpdesk Service Request it is showing Error.Summary: While responding to the Helpdesk Service Request it is showing Error. Kindly advice Thanks Content (required): Version (include the version you are using, if ap…
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Emails routed to a Queue automatically depending on the email subject ?Summary: SR Created via Email in HRHD Content (required): Hi, How is the SR created automatically via email based on what 'Subject' or another thing, then is it possible…Waleed-Alhasab-Oracle 21 views 1 comment 0 points Most recent by Simran Gulani Human Capital Management
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Activities sub tab usage in HR help deskSummary: Hi Everyone, Can anyone help me how exactly the create appointment and log a call in activities sub tab work, whether they are used for interaction with the emp…
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How can the employee opening a SR know that the agent has scheduled an appointment or call?Summary: Content (required): Hello experts, the agent the service request is assigned to can schedule appointments and calls on a specific ticket. How the employee openi… -
Unable to see the employees name in the Help Desk Service Request Assigned to list.Summary: Hi All, Unable to see the employees name in the Help Desk Service Request Assigned to list. Please find the screenshot below. Kindly advice on this issue. Thank…
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22C Oracle Case Management vs HR Help DeskSummary: In the Oracle B2B Service Centre Cloud' 22C release notes, Oracle Case Management is announced. Is it different from HR Help Desk, or is it the new HR Help Desk…