Classic HR Help Desk
Discussion List
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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… -
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…
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr…
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Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Unable to see all open help desk requestsSummary: hi Team, I have two users having the same roles One of the user is able to see all the open help desk requests The Other user is not able to see the same list, …Sanjeev Inampudi-Oracle 41 views 3 comments 0 points Most recent by Sanjeev Inampudi-Oracle Help Desk -
An error occurs when adding a product under Manage product GroupSummary: Manage Product Group : An error occurs when adding a product Navigation : Setupand Maintenance >Helpdesk> Service Catalog >Manage Product Groups'Task > Products…S Waheeda Rehman 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Helpdesk Tags field not visible in create service request pageSummary: When an agent navigates to HelpDesk—>Helpdesk Requests—>Create Request to create an SR in this screen unable to see tags field where an agent can assign some ta…
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Queue Notification set up is failing for HR Help DeskSummary: When setting up my Notification Preference for the Queue script created in Application Composer I get the error message in the image below. I want to notify all…
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Add custom report under seeded HRHD dashboardSummary: There is a request from business to add our custom reports under delivered HRHD dashboard (infolets), If is possible to do it Content (please ensure you mask an…
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how to transfer tickets in bulk if an agent is on leaveSummary: Hello Experts, We have a requirement to bulk transfer tickets when an agent is on leave. i know we can do one by one but our requirement is to do in bulk Does H…
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"Last update date" under FAQs not to be displayed to the EmployeeSummary: Can we hide the "Last update date" under FAQs for Employees in HRHD redwood version Content (please ensure you mask any confidential information): Version (incl…
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Automatic tagging of contract administrator role to new joineeSummary: We have done autoprovision for helpdesk role but HR has to tagged employee a contract administrator role. Then only employee will able to used helpdesk module. …
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"Create Request" button to be moved to the topSummary: We wanted to move the "Create Request" button to the top in HRHD redwood version in employee screen. It is possible to do this change Content (please ensure you…
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Trigger to capture Grade and Legal Employer in helpdesk pageSummary: We have a requirement to capture the Grade and legal employer name in the helpesk page and for the same we have created two fields ie Grade and Legal Employer b…
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Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: Business wanted to Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets". Please guide us how to change the title. Pleas…
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Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa…Suresh Subramaniyam 41 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Seeded report in HR HelpDesk is not referring correct attribute in Filter criteria.Summary: Under /shared/Service/Embedded Content/HR HelpDesk Agent/_portal , there is a seeded Dashboard Average Time to Resolve My Closed SRs which is having single anal…
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Unable to change the button label from "Save" to "Submit" in employee UISummary: Unable to change the button label from "Save" to "Submit" in employee UI Content (please ensure you mask any confidential information): There is a requirement f…