Service Request Management
Discussion List
-
As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa… -
Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
-
“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Characters limits for content entered into request Messages and Conversations and SmartTextsSummary: In HR Help Desk, what are the characters limits for content entered into request messages and conversations and SmartTexts? Content (please ensure you mask any … -
Is there any way to restrict email id as per who has log in (as Agent) while composing the messageSummary: We have a requirement to restrict or display the email id of users as agent's whomsoever has been logged in the system and not the HR desk email configured in t…Bhawna Rawat 11 views 2 comments 0 points Most recent by Michelle Walter-Oracle Visual Builder Studio for HCM -
HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
-
Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
-
Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
-
Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
-
Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
How to report on Live Chat for Fusion Service wrap up resolution in OTBISummary: As part of our Live Chat for Fusion Service roll out in HR Helpdesk, we have built a suite of reports and dashboards that contain information on average wait ti…Jamie Kelly 31 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service
-
Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not…
-
NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
-
Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
-
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…
-
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…
-
Closed HR Help Desk requests are not deleting when the Schedule Process runsSummary: I have set up the 'Closed' HR Help Desk requests to be automatically deleted every Friday evening but they still remain in the HR Help Desk list page. When the …
-
Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
-
New Users to Help Desk Request Queue Not Getting Emails on New SRsSummary: We have added new users to one of our Help Desk Queues and removed one user, and the emails getting triggered for new SRs are still using the original distribut…
-
Code to trigger notification when internal note is added to SRSummary: Code to trigger notification when internal note is added to SR Content (required): We have a requirement to trigger email notifications to assigned person whene…
-
External Email Contacts Not Captured in Contacts Section on HR Help Desk RequestSummary: Oracle state the following “If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a ma…
-
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
-
How to make “Reopen Reason Message” required for “Reopen Help Desk Request” actionSummary: We have a requirement for our HR Help Desk setup to make the Reopen Reason Message mandatory when an end user uses the Smart Action “Reopen Help Desk Request.” …
-
Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 21 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service -
restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…