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Discussion List
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Exception during RestAction error in the Case page after 23D upgradeSummary: Exception during RestAction error when creating a case Content (please ensure you mask any confidential information): Case page is not working as expected. Exce… -
How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
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Configuring custom milestones. Why is action button greyed out?Summary: I am adding an additional entitlement type. I should be able to make a custom HR Service Request Subscription Entitlements but the action button is greyed out. …
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REPLY action/button is not visible in Messages of Classic HelpdeskIs there anyone knows how to enable or display the REPLY action/button in Messages of Classic Helpdesk? Is it possible? Hope anyone is able to help me on this. Thanks in…
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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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How can I get a list of all the resources created in the system for the helpdesk?Summary: Is there a method to get a list of all the resources? Content (please ensure you mask any confidential information): Version (include the version you are using,… -
After 24C, No Tickets Display for Help Desk Users, Managers and AdministratorsSummary: Hello! We are testing the 24C patch in our Dev environments. Two separate dev environments have the same behavior - no tickets are showing up for users, manager…
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Query to HRHD Service Request Agent Assignment detailsSummary: Need a query to pull details of a SR being assigned and transfered and start and end time of 'assigned to' a helpdesk agent. If there is a way to create an anal… -
Time Remaining incorrect when milestone status is pausedSummary: Since 23C has been applied, we have noticed that the when the Service Request is placed in a Waiting status and the milestone is paused the time remaining displ… -
Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
Outbound Email Subject DefaultSummary: Is it possible for the email subject line to default to the SR number or SR Topic/Question when replying within an SR? Content (please ensure you mask any confi…
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Can an Internal Help Desk update the Installed Base assetSummary: We are using Internal Help Desk. We are not able to update/change the Installed Base Asset from the Manage Help Desk Requests page. Is this standard functionali… -
BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
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Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
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Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
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manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes…
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Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
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Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
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Next Gen HR Help Desk default email addressSummary: When agents compose an email, we want to set the default address used. Content (please ensure you mask any confidential information): When agents compose an ema…
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How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…Claudia Gregorio 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…