Classic HR Help Desk
Discussion List
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SR Status change from Waiting to ClosedThere is a request from business to SR status to be changed from Waiting to Closed after 5 days, I don't see option to change the configuration under Setup and Maintenan… -
how to remove create button from help desk requestsSummary: how to remove create button from help desk requests Content (please ensure you mask any confidential information): Customer wants to hide/remove create request …
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Next Gen: NO Notification or Email Trigger to employee when SR raised in HR HelpdeskSummary: Hi All, Next Gen: When an SR is raised in HRHD by an employee, the employee is not receiving any email or in-app notifications, Its bit critical could you pleas…
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Oracle HCM Cloud: Human Resources Help Desk courseSummary: Good day all! I am currently doing the course : Oracle HCM Cloud: Human Resources Help Desk. I am learning alot but i was hoping it would look more into HR Help…
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'Primary point of contact' field contains inactive users.Summary: Hi Noticed that "Primary point of contact" contains a inactive users also in service request, Can anyone please confirm is this expected functionality. Regards …
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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SQL query or Table for Manage Knowledge User Groups in HelpdeskSummary: Hi, we need a table where the Manage Knowledge User Groups information stored Need a columns "user group name, reference key, department under the setup Manage …
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Sql query or Table for Manage Content Types in HelpdeskSummary: Hi team, Need a table or SQL quere where the setup "Manage content type" information stored in helpdesk module. Content (please ensure you mask any confidential…
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Helpdesk request number sequenceWe require a solution that can dynamically generate unique Helpdesk request numbers, customized according to the assigned request category. -
Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show…
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Renaming/Creating the "Primary Point of Contact" seeded field?Summary: We want to rename "Primary Point of Contact" which is a seeded field but got to know that its not feasible . Here i want to check if there is any way we can cre…
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Can I configure own mailbox for incoming messages in hrhdSummary: Currently I have configured (refer the attachment) Oracle mailbox for testing SR creation via incoming messages however for Customer wanted to configure their m…
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Is it possible to set up automatic outbound email notification on resolution of helpdesk ticketSummary: We'd like to set up an automatic outbound email (to customer) to confirm that ticket has been resolved. We already have in-app notifications but we'd like an em… -
Can we assign helpdesk ticket to a queue based on user's grade?Summary: Currently we are using automatic assignment based on category but we have a requirement where we want to route tickets to a queue based on the employee's grade …Tarun_chaudhary 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…
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Can we configure Announcement on the top of the page in oracle fusion?Summary: Can we configure "Announcements" on the top of the page in oracle fusion? And can we use it with in the module? Content (please ensure you mask any confidential…
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HR Helpdesk: Need help in Groovy ExpressionWe need to configure notifications in HCM (notification bells): How You Personalize Your Notifications (oracle.com) including: Response notification for employees: Notif… -
Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje…
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Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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Add an embedded video within Article in Knowledge Base?Summary: Hi, Would it be possible to add an embedded video within the content of an Article in Knowledge Base? Thank you, Kind Regards Silvia -
Knowledge report don't return any resultsSummary: Hi, I have an Issue on data, Standard Dashboard reports don't return any data Path: All knowledge by month - all article linked knowledge article suggestions - …
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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Grievance helpdesk request be assigned to employee's supervisorRequirement: Upon the submission of a grievance help desk request, the system should automatically assign it to the employee's immediate supervisor. This assignment shou…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Unable to fetch the customization for HR HelpdeskWe are unable to fetch the customization for HR Helpdesk using HCM Redwood Personalization Helper Tool. Please let us know how we can fetch the customization for HR Help…Pritam_hait_2 11 views 1 comment 0 points Most recent by Rajvi -Oracle HCM Redwood Personalization Helper Tool