HR Help Desk
Discussion List
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Knowledge Locale change to only Country in Analysis ReportSummary: Knowledge Locale change to only Country in Analysis Report Content (required): Is it possible in Analysis Report for the Knowledge Locale to only show Country i… -
How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…
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remove notification on the operator when posting a messageSummary: Hi, If an operator enters a message on the hr help desk, we would like to avoid receiving the notification when he enters the message himself. We found the code…
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Help Desk Outbound Emails do not always display in Inbox (inconsistent issue)Summary: Hello, We've been testing HR Help Desk (Next Gen) for a new implementation. During our most recent testing we noticed that the Automatic Acknowledgement email d…
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Can we create groups of knowledge articles to be displayed in the My Help page in those groups?Summary: Need to sort the knowledge articles in groups like FAQs, Policies, Forms, etc. and show them as folders in the My Help knowledge article area. Content (required… -
Visual Builder - Field Template column spanHi, has anyone been able to set column span on a field template? It's straightforward to do on an actual form or field, but I can't do it on a field template. It always …
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Detail DescriptionSummary: Can Detail Description field in the next Gen Helpdesk be made rich text? Content (please ensure you mask any confidential information): Version (include the ver… -
Query/Table to fetch RulesAppliesif field under Conditions section of ManageServiceAssignmentRules?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot. -
Seeking Guidance on Enabling Email Communication in Next Gen Help DeskDear Oracle Community, I recently implemented the Next Gen Help Desk and am now looking to enable Email Outbound and Inbound channels. However, I've encountered some cha…
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Agent not getting email notification when a ticket is assigned- Only getting bell notificationHi, We have triggers in place for an agent to get bell notification whenever the ticket is assigned to them. And in BPM Worklist our Notification is set to 'ALL'. So, sh…
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the search field in the conversations tab doesn't workSummary: in the conversations tab, I can't send messages to other operators as the operator search doesn't work, it doesn't give me any selectable results Do you have to…
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Unable to restrict service request categories based on business unit - NEXTGEN HRHDSummary: Hi All, 1.We are "Unable to restrict service request categories based on the business unit". 2.We are Implementing NextGen HRHD. 3. We have a requirement where …
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Object Workflow Email - To Send to Emp upon CreationSummary: In Redwood HD we're trying to configure an object workflow email to send upon a request being created, but we only want this to send when an employee creates th… -
Show BU/Company Name of EmployeeSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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Restricting list of records returned in the Affected Person field to those in reporting structureSummary: We are trying to restrict the list of employees returned in the Affected Person field to only the user's direct and indirect report. We've been able to restrict… -
Configure queries resolvers based on employees branchSummary: We have special setup in the system where we want to minimise data visible to many users; We have employees whose first line of support should be Scheduler (our…TomciuB 41 views 1 comment 0 points Most recent by Serban Nicolae-Oracle Reporting and Analytics for HCM
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Can an absence be linked to a new field (home location) instead of work location?Summary: We would need to have an additional field created in HCM, named "region for working from home” directly linked to the public holidays. Content (required): This…Antonia.Alexandra_Rus 21 views 1 comment 0 points Most recent by Srikanth Mandapati Panduranga-Support-Oracle Workforce Management -
What does profile option ORA_SVC_CASE_DEFAULT_STRIPE_CD do?We enabled Case Management but when we click on the Cases Tile under Helpdesk or Service, blank screen appears. Does it have anything to do with ORA_SVC_CASE_DEFAULT_STR…
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Is it possible to retrieve service requests that have been closed for a long time ?Summary: Hi, is it possible to recover a sr opened for example 3/4 years ago? Or after a maximum number of time sr's are automatically deleted by the system? Thanks Gian…
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Subject Area "Help Desk - HR Service Request Summary" is providing far few resultsSummary: Using plain Subject Area with only 3 fields and no filter is retrieving just a few closed SR Content (please ensure you mask any confidential information): Hi, …
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Expose Resolve status template using Visual BuilderSummary: The outcome, resolution and description fields are no longer exposed in the Edit HD request page for Agents. How can we expose this group again using the dynami…
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Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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HRHD Primary Contact Navigation PanelSummary: Hi, does anyone know if it's possible to modify the options that appear in this navigation panel? It can be accessed when you click into a HRHD request, and cli…
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Can we hide or disable Contact Information Icon appearing near Primary Point of ContactSummary: Contact Information icon is showing details which HR helpdesk do not use When a Service Request is raised, when we click on Contact Information, we see items li…
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Default Queue blanked automaticallySummary: Hi, We have noticed that Default Queue blanked automatically in prod env. We have checked and we cannot find if the issue has been caused by a process or by a d… -
Case Management - Why is the Migration of VBCS functionality from TEST to PROD taking days?Summary: We have Migrated a finalised HRHD Case Mgt VBCS Build from TEST to DEV2 (Non-PROD Env) and it took approx 2 whole days to deploy fully/successfully and manifest…
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Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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Related to 23B - Auto-delete closed SRs mandatory featureSummary: We have a mandatory feature in 23B which helps delete close service requests. But we are not able to find the corresponding profile options required to set for …