Classic HR Help Desk
Discussion List
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Did you miss a Help Desk event on Cloud Customer Connect in 2023?The Help Desk Team wants to thank each and every one of you that attended our Cloud Customer Connect events in 2023! And if you missed one our webcasts this year, here’s… -
Service Request Audit History ReportingHi all, I was wondering if anyone had a report or knew of a way to report on the audit history of Service Requests. We've been asked to build a report based on SLA's for… -
Hide one of the most browsed articles in HR Help Desk?Summary: Hi all, Is it possible to remove from the most browsed articles one of them? E.g. in the below example/print screen the client needs to remove the circled one a… -
How to restrict Hr Helpdesk tickets to be edited once its created?Summary: We want to restrict any editing in the "Subject" and "problem description/Service request details" fields by the user or the agent that means no one should be a…
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Assistance for Classic to Next Gen HR helpdeskSummary: We have Classic HR helpdesk enabled from Service offering ,However for Next Gen we have to enable it from HR Helpdesk offerening. Can anyone please confirm once… -
Change management in HR HelpdeskHai Team, Do we have any option to enable change management in HR Helpdesk? currently we can create the service requests which is a type of incident but Do we have any o…
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How to extract all the SRs including the screenshots/attachments in Classic HR Help Desk?We would like to extract all the existing HR Service Requests including full discussions, screenshots and attachments in Classic HR Help Desk. Is this possible? -
hr helpdesk manual V automatic distributionSummary: We have 2 separate queues on HR Helpdesk. Some members of staff appear in both queues. One is set to manual distribution, the other set to auto distribution. Wh…
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Mass migrate or upload assignment rulesHello, We are in the process of migrating from classic Helpdesk to Redwood Helpdesk. We have hundreds of assignment rules currently and I was just wondering if there is … -
How to remove a resource from the resource organization?We have identified some users as resources and added them to the resource organization. How do we remove them as resources later?
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Can anyone explain how a Resource Directory works and how should it be set up for HR Help Desk?What are the ideal steps to be followed to set up Resource Directory and in what sequence? Is the Organization set up first, and then Resources are added? Are Resource T…
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How to Hide Inline Attachments in Attachments Category in HR Help DeskHello All, We are trying to Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Options but couldn't able …
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how do i install p6 eppm on azure cloudSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Redwood Helpdesk - colours for separating messages internal/emailWe are moving to the redwood helpdesk and we have noticed that there isn't an option to colour code the different message types that we have in responsive Is there are w… -
I need to Utilaize Notification preferences functionality and send Email/bell NotificationsSummary: I need to Utilaize Notification preferences functionality and send Email/bell Notifications to all the Agents who are assigned to perticuler Queue when SR has b…
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Restricting list of records returned in the Affected Person field to those in reporting structureSummary: We are trying to restrict the list of employees returned in the Affected Person field to only the user's direct and indirect report. We've been able to restrict… -
Does anyone know if it is posible to hide the product group field in the knowledge filter and in SR?Hello all, I am implementing Help Desk and one of the clients' requeriments is to hide the Product Groups field in the Knowldge filter and when making a service request.…
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Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not …
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Customized report linked in Service Request page in HR Help DeskSummary: Would it be possible to link a BI customized report in the SR main page details? The report has been created in the dashboard: but we would need to link it here…
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Oracle Services Cloud(Right Now) to Oracle Fusion Help Desk. Old url need to be disabledSummary: We have moved or upgraded from Oracle Services Cloud(Right Now) to Oracle Fusion Help Desk. The url of Oracle Services Cloud(Right Now) for our company (https:/…
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Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising … -
Classic HR Help Desk - Modify "More Info" data fields displayed?Summary: Classic HR Help Desk - Modify "More Info" data fields displayed? Content (please ensure you mask any confidential information): Is there a way to modify the "mo…Scott Foos - Sr Manager HR Technology at ADT LLC 21 views 2 comments 0 points Most recent by Scott Foos - Sr Manager HR Technology at ADT LLC Help Desk -
Is it possible to get an extract of all the Smart text templates available in Classic Helpdesk?Could someone please help me understand if it's possible to get an extract of all the Smart text templates available in Classic Helpdesk?
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How do Tokens work in Analytics?Summary: What is the logic behind tokens? Is it possible to set them in Italian instead of English? How can this be achieved? Indeed, now we have our system set in Itali…Silvia Stangarone 21 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Help Desk
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HR HELPDESK - SCRIPT FOR TRIGGERING NOTIFICATIONSSummary: Hi Experts, Have a requirement for triggering notifications: 1. Acknowledgement to primary contact when a SR is raised 2. Notification to both the primary conta…
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How to retrieve the deleted standard coverage help deskWe have mistakenly deleted the standard coverage in use. Is there a way we can retrieve it back? or is there any export and import option that can be used to get it from…
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Where wa can identify the below flag in backend tables?Please help me to find the tables for above snapshot.
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where to find Manage Capacities(Enable Channel Capacities To Be Overridden) flag in backend?Please help me to find the tables for above snapshot