Agent View
Discussion List
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What is the difference between Message vs Conversation in Help desk?Summary: Message vs Conversation in Help desk? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable):… -
Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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In the Details of the Service Request appear two new tabs "solution description" -"Resolution Code"Summary: Hello to all, in the detail of the Service Request appear these two tabs that are highlighted, I was wondering if this update is due to release 24 B ? Reading t…
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Missing categories in myhelp and hr helpdesk pageHi Experts, I am facing 3 problems and 2 problems seems to be inter linked and 3rd problem is with category LOV. 1.I was able to create categories and child categories w… -
Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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How does agent availability work in Next Gen Helpdesk?Summary: I've noticed that agent availability appears to be inconsistent. Sometimes agents are shown as available when they log in, and other times they appear as unavai… -
Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Can we stop employees from adding attachments to resolved or closed help desk requests?Summary: We need to prevent users from adding attachments to resolved or closed requests. Since adding an attachment doesn't update the "last updated" timestamp or even …
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Categories not populating for Help Desk Request and Knowledge Articles - Next Gen Help DeskThe categories created are not populating on Help Desk create request dropbox neither are visible when creating a new knowledge article filters. The BU has been set up p…
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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any… -
NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Issues with Create Appointment and Create Task in HRHD RequestSummary: 23B has introduced new functionality to 'Create Appointment' and 'Create Task' within HD Request. But they are disappearing after come out of the HD request pag…
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Next Gen HR Help Desk customer responses creating new tickets instead of attaching to originalSummary: When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one. Content (please e…
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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Next arrow is not workingSummary: Issue: Next arrow is not working in the HR help desk request list Content (please ensure you mask any confidential information): While working on the hr help de… -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send message in by agent/admin by selecting Channel Web. We are getting below error. Please provide solution. Content (please ensure you mask a…
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Remove Field Search functionalitySummary: We would like to know if it is possible to remove this "Search" option at the drop-down field. This field is an added custom field using the Choice List (Dynami…
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Milestone requirementsSummary: Hi Experts, What are the different milestone you have created as part of Oracle Help Desk implementation? Please provide list or snapshot from Configuration wor…
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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
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Service request management- How you can add the serial number section to the contactHello, is it possible to add to the primary point of contact of the Service request the serial number section? Thanks Best Regards Gianfranco
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What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that…
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What is the system logic behind the ordering of SRs?Summary: What is the system logic behind the ordering of SRs? Filters are not to considered.
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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Next Gen Helpdesk - User able to view the request even if they are not Primary Point of contactSummary: Updating Primary Point of contact Content (please ensure you mask any confidential information): Hi Team, We have updated the primary point of contact using Too…
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How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …