Classic HR Help Desk
Discussion List
-
Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa… -
HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte… -
Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
-
Can we Default the Category based on Helpdesk Channel?Summary: We have enabled the Email channel for creation of helpdesk ticket and Category is a mandatory field for us to create a SR hence we want to understand if its pos…
-
Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
-
In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
-
How do I reference a custom value set in HR as a drop down field for HR Help Desk?Summary: How to use a Value Set as a drop down in HR Help Desk? Content (please ensure you mask any confidential information): I know we can reference Lookups in HR for …
-
restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Help desk custom field label display lengthHello, We are using next gen Help desk and For one of the custom fields the display length is not fully visible. Untill 24C this was appearing like below But now, not su… -
How to Load categories and sub categoriesSummary: Dear Expert. We have 50 categories and subcategories overall, and we are implementing HR Helpdesk for my client. They have 29 business units. Is there a tool or…
-
New tab Help Desk knowledge articlesSummary: Hi, We have noticed that there is a new tab "Knowledge articles" appearing under the search tab: When clicking on it nothing really changes in terms of search/r…
-
Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl…
-
Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
-
Can we automate resource setup & adding them to queues?We have a requirement to setup employees as a resource automatically whenever someone is hired or moved into a particular position or department. Subsequently they need … -
How to Setup an ISR approval process flowSummary: Hi, Can anyone please advise how to setup an ISR Approval process flow. Is it possible that OOTB Approval Groups can be accessed from ISR? Any idea will be help… -
Moving to Next GenSummary: Dear Team, I have some questions regarding our current HR Helpdesk Module, which is using Responsive UI: Is it mandatory to switch to Next Gen in 24C? Are there…
-
Upgrading Classic HR Help Desk to HR Help Desk in the Redwood ExperienceWe are planning to upgrade Classic HR Help Desk to HR Help Desk in the Redwood Experience, we have gone through the articles but not able to identify starting point how … -
HR Help desk / First Response Metric , How to make Auto reply ?Summary: After Agent received SR from employee , request need Auto reply (we will get back to you soon.) and status will be complete . Content (please ensure you mask an… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
-
Auto populate "Number of transactions" field to 1 in Redwood helpdeskSummary: I want to know if it is possible that in help desk SR details we have "Number of transactions" field, can this field be automatically populated to "1" but with …
-
We are on Classic HR Helpdesk but few of our Setup pages are being rendered in Redwood?Summary: We have Classic HR Helpdesk implemented and we are experiencing issues with some of the Setup pages now trying to render in Redwood. Content (please ensure you …
-
Feedback process in Helpdesk requestPlease let us know if there is any feedback process present in HR Helpdesk . Once a helpdesk request is closed is there any feedback process present in HR helpdesk throu…
-
Turn off inbound emails from Service Request (Classic HR Help Desk)We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we can reply o… -
Attribute's display label not fully visibleWe have a custom attribute that was created within application composer. The display label contains text of approximately 105 characters. However when the help desk page…
-
assistance in explaining the solution of using HR help Desk for Disciplinary Actions and GrievancesSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
How do I remove a resource user from Resource Directory?Summary: The wrong person was added to our Help Desk Resource Directory but we are unable to remove her. Delete function delivers error that Rows cannot be removed from … -
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…
-
Groovy error for status update notification setupHi I am trying to use the below scripts for status change notification but getting '\n error. I have no clue on how to resolve it since I am non-techie. any help would r…
-
Send notification on ISR Work Request creationSummary: We have implemented Help Desk for Internal Service Requests. When ever an User creates a ISR Work Request in 'My Help' work area, a notification either in app o…
-
Automate the import management for helpdesk or is there an HDL for custom field in Help DeskSummary: Is there any way to automate the impost management in Helpdesk or do we have any HDL for custom field in Help Desk Content (please ensure you mask any confident…