Internal HR Help Desk
Discussion List
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Case Management for Grievance handling and Transfer AppealsWe need to implement Grievance Handling and Transfer Appeals in Oracle. I believe Case Management is the most suitable module to support this functionality, but I would … -
Strange issue with ISR and Cases with VBS/RedwoodWe are trying to explore functionality to implement Internal Service Requests and Cases. We are trying to use the Category (for ISR) and Case Type (for Cases) to hide fi… -
Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Mass Update for Team Members for Internal Service RequestSummary: Is there a way that we can enable the mass update function for team member in internal service request? Content (please ensure you mask any confidential informa…Yeung Shing Keith 13 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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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… -
Table for Manage Service Assignment RuleSummary: Do anyone know what is the table to store the condition for internal service request assignment rule? Content (please ensure you mask any confidential informati…
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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe…
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Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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How to Convert Helpdesk ticket to Case?Summary: Could someone please assist me in converting a Helpdesk ticket to a Case? Kindly provide the necessary documents and outline the steps involved. I greatly appre… -
How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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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 35 views 3 comments 0 points Most recent by Sanjeev Inampudi-Oracle Help Desk -
How to show field "Queue" in Create Internal Helpdesk requestSummary: show field "Queue" in Create Internal Helpdesk request Content (please ensure you mask any confidential information): We need to show the filed "Queue" in Creat…
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Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …Evelyn Orozco-Oracle 22 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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"Severity" and "Status" fields as read-only in Internal Help Desk CX (Visual Builder)In Visual Builder, I need to make the "Severity" and "Status" fields read-only on the employee editing screens for Internal Help Desk (Service CX). However, these fields…Evelyn Orozco-Oracle 12 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan…
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How to enable Print functionality in Case ManagementSummary: How to enable print functionality in Help Desk request and Case management cases. Printing should have all the data, history of the HR requests and Case. Conten…Chandra Shekhar Narayan 1 view 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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How do I set opening hours for Live Chat in HR Help Desk?Summary: We are trying to deploy Live Chat for HR Help Desk (without ODA) but can't find any documentation that talks about how to set opening hours. The Live Chat servi… -
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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How can I see Live agent availability for Live Chat in HR Help Desk?Summary: We need to be able to see the Live status of Agents that have set their presence / availability for Live Chat in the omnichannel global header For Live Chat it …
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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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Patch 25a: Since implementing this in a Test Environment, we have lost some functionality.Summary: It has been brought to my attention that when someone raises a Help Desk Request we have encountered an error. In our current live environment, we have no issue…
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Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v…