Agent View
Discussion List
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Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Helpdesk request page is not loadingSummary: I am trying to open HR Help Desk Request Page but the page is loading blank. Navigation—>Help Desk—>Help Desk Request. Working on 25c Redwood. Could any one fac…
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Mass Update 'Queue' for SRs in HR Help Desk (HRHD Redwood)Summary: Is there a way to Mass Update 'Queue' for SRs that have already been created. Any option of HSDL/HDL/REST Api to mass update the queues? Content (please ensure … -
HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
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How can we make the Resolution Code and Outcome fields visible only when the status is Resolved?Summary: Hi Everyone, Oracle recently launched the Quick Edit feature for Helpdesk requests in 25C. To use this feature, we also pulled in some custom fields using VBS o…
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Help Desk List and showing names for team members. Agent ViewSummary: When hovering over team members on the list of help desk tickets it provides results but only object, object and not the team member names. Content (please ensu…
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Groovy script to notify agent when request is updatedSummary: My groovy script is supposed to send a bell/email notification to agents when their request is updated but its not pushing anything through. Can you let me know…
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ORA_SVC_HIDE_OUTBOUND_MSG_TAG expected behaviourSummary: Is it correct that the ORA_SVC_HIDE_OUTBOUND_MSG_TAG profile option only hides the message identification number on the messages sent out of HR Help Desk when u…
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OTBI Agents directed to HR Help Desk email channel to create SRsSummary: Hi, My client has a number of OTBI Agents set up to send notifications to the HR ops team to action things such a DOB, Marital Status and Gender missing from pe…
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How to Implement: "Auto-Compose Email to share AI-generated Resolution" by Internal Help DeskSummary: I'm trying to implement the AI case for Internal Help Desk that's in the documentation. "Auto-Compose Email to share AI-generated Resolution" I'm using the do…
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help desk button bar doesn't appearSummary: Hi all, we are trying to implement this new button bar functionality "assign to me", "show interactions" and "audit history" (explained in this document: Improv… -
Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
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Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl… -
Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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How to display LOVs of a custom field based on the queue?Summary: Hi Everyone, We have a requirement to create a new SR custom field called "Resolution Category", which should be available at the point of resolution. The value…
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Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.?
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Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
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Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
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Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…