Classic HR Help Desk
Discussion List
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Next Gen HR Help Desk: How to default email address and disable few email address in SR details pageSummary: When agents compose an email to the customer, requirement is to disable few email address shows in helpdesk SR details page. Content (please ensure you mask any… -
Deletion of closed helpdesk ticketWe have a Help Desk ticket that is in CLOSED status in the system that we are unable to delete. This ticket contains PII data that was sent over in error and was resolve…
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr…
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Unable to Enable AI Suggestions for Categories (Help Desk feature)Hello Team, We are unable to Enable AI Suggestions for Categories (Help Desk feature). As per 23 B release readiness doc, when we are trying to access Create Oracle Busi…
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How to group fields in HRHD redwoodSummary: We have created grouped view for custom fields and same will be shown or hidden based on category selection by the HRHD agents Content (please ensure you mask a…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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OLC | we are not able to open the tab "help desk request"Help desk > Help desk requests Hi all, When we try to open the tab "Help Desk Requests" we are addressed to a white page. We are addressed to a page that is called Oracl…
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What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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Searching for lookup for Help Desk Requests Details pageSummary: Content (please ensure you mask any confidential information): Hi all, I need to add a value to the LOV "Classification" found within "Help Desk Requests Detail… -
Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Notification is sent to employee only after SR ticket is assigned to AgentHello team, We are getting an issue where an User initiates a SR and doesnt get any notification is assigned, which is already configured. When an agent is assigned the …
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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Is there any way possible to change the category after the Service Request has been raised?Summary: If worker selects wrong SR category then is there any way to change the Caegory of the service request Content (please ensure you mask any confidential informat…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…
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How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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Incoming messages are processed even when "Retrieve Inbound Email Messages"We are migration from Classic helpdesk to redwood experience. One of the migration step mentioned in Oracle document is to keep the process "Retrieve Inbound Email Messa…
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Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
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Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Navigation to Object relationships in HR HelpdeskWhere to configure Object relationships in HR Helpdesk, need the Navigation to Object relationships in HR Helpdesk.
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Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
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Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
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How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…