HR Help Desk
Discussion List
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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… -
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 43 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 22 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 …
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Recover Deleted Help Desk SRSummary: Recover Unintentionally Deleted Help Desk SR Content (required): One of the HR Specialist has deleted the SR unintentionally and we would like to recover the SR…
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How can we implement Multiple BU in helpdeskSummary: I tried implementing using the below doc How Business Units for Service Are Set Up (oracle.com) but unable to implement it. Please suggest how can we do it or a… -
Limit Queue Option VisibilitySummary: Is it possible to limit the queues that can be seen by an agent? Content (please ensure you mask any confidential information): We would like to know if you can…
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Where to find email text when a SR is created or logged in HRHD ?I have to change the text in the email that gets sent to user whenever an SR is created. Where do I find the email text to make changes on it when a SR is created or log…
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How can I hide the SR from agent that aren't in the queue where the SR is?Summary: Hello. I need some agent to be in some specific queues and also not able to see the sr opened in the queue that are not in. Is there any way or setup to segrega…
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Next Gen Help Desk - Custom Field Not Visible in Visual Builder Studio PreviewSummary: I have added a custom field via Visual Builder Studio. I can see the custom field on the page designer view but it does not show up when running preview. Is the…
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Email template, Notification Triggers - Client BrandingSummary: Hi all, Is there a way to incorporate a clients branding items on Outbound emails from the HR Help Desk e.g. email footers. I haven't been able to find any docu…
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How come it appears tab "others" with respective features?Summary: Hello, it has been brought to our attention by the client that for help desk profiles the tab "others" appears which previously did not appear Can you tell me w…
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Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising …