Internal HR Help Desk
Discussion List
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…Angelica Periabras-215648 24 views 1 comment 0 points Most recent by Lori W-Support-Oracle Help Desk -
HelpDesk is not sending emails to external email addressesSummary: We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is suc…
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What setting to make the install base asset available in internal service requestSummary: We have certain install base asset in maintenance module which is not available for LOV install base asset field in internal service request. Is anyone know abo…Yeung Shing Keith 2 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Help desk | importo custom field in VB DEV1 to TESTHi all, I done some changes and created custom fields in Visual Studio. After that, I deployed the changes from DEV1 to TEST. While I can see all the updates, the custom…
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HR Help Desk Actions and Action PlansSummary: We are exploring how we might use actions and action plans in HR Help Desk to greater effect, and would love to connect with other Oracle customers already usin…
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR… -
Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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How to enable escalation for HR Help Desk requestsSummary: How to enable escalation for HR Help Desk requests Hi All, We need to track the Service request escalation status. We have three level of escalation matrix, how…
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Help desk | Is it possible to trigger a notification when a user is assigned to a requestSummary: Hello all, Is it possible to trigger a notification when a user is assigned to a request by populating the "Assign to" field? Please refer to the image below, w…
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I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…
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Restrict Helpdesk Agents from Being Assigned to Their Own RequestA client requirement states that the system should allow Helpdesk Agents to raise service requests and set themselves as the Primary Contact, but prevent them from actin… -
hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Ability to view chat transcript as a helpdesk userSummary: Hi, We are looking to enable chat within our Fusion Helpdesk environment and whilst this is working from an agent perspective, we are unable to see the chat tra…
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How do I hide Closed SR's for agents?Summary: Currently when a Service Request changes status from Resolved to Closed it shows each day at the top of an agent's list. These can be filtered out, but is there… -
Disabling suggested knowledge in Redwood HelpdeskSummary: We would like to disable suggested knowledge articles when viewing the details page of a submitted HR Help Desk request in redwood. We have found that more ofte…
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Has the Native Satisfaction Survey been dropped from the roadmap?We've been postponing developing our own satisfaction survey solution as we were aware that it was in Oracle's roadmap. However, now we are not so sure so would like som… -
REST API for internal help desk (Actions and Plans)Summary: Hi All, Just want to know if there is any REST API so that we can update the status from Not started to Completed for below internal service request (Actions an…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any …
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Why is the Assigned to field pulling suppliers from CRM instead of EEs? HR Help Desk/Case ManagementSummary: Both the Assigned to field and Team Members field are pulling suppliers from our CRM side instead of pulling in employees from the HCM side. I have the Case Man…
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We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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OLC | Help desk modify field listHello all, I need to update the list of available values in the Category and Classification fields. In which section can I modify this list? Is it possible to make this …
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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Can the Add to favourites functionality in knowledge articles work in My Help or just My Knowledge?Summary: Is it possible for end users (not Agents) to use the Add to Favourites functionality to add these as favourites on the My Help page? Or can the functionality on… -
Milestone notification are not working from either Object workflow or Groovy scriptsSummary: I have attached the steps involved in creating a milestone as well the notification triggers. I created it using Object workflows or Standard Object (Groovy scr…Chandra Shekhar Narayan 22 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Required role/privilege name to get 'Help Desk Requests' option under HelpdeskSummary: I don't have 'Help Desk Requests' option under Help Desk .I want to know role/privilege name to get Help Desk Requests option under Help Desk Kindly share me if…
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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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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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Add a person search custom field helpdesk redwoodSummary: We want to add a custom field called 'concern is about' which should be a person search in Redwood on Service Request page under helpdesk module. Content (pleas…