Configuration
Discussion List
-
Milestone by category - calendar not appearingSummary: I have an availability calendar configured but we are only seeing numbers in the calendar. Please see screenshot attached. Content (please ensure you mask any c… -
Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
-
Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
-
Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …Vinod Kumar Ummadisetti 72 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
-
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 -
Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir…
-
Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
-
Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …
-
How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
-
Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
-
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…Paul Howard-Miller-237778 709 views 7 comments 0 points Most recent by Rajaraman Subramanian Help Desk
-
Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
-
Need Query for Fusion ESS processes with Notification type identifiedSummary: Need a query to list all Fusion ESS 'parent' scheduled processes, identifying the following for each waiting 'parent' processs: process id, process name, and fo…
-
Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
Receiving duplicate emails for the same updatesHi Team, I have written the groovy script for MessageTypeCd ORA_SVC_RESPONSE and ORA_SVC_CUSTOMER_ENTRY. When there is a message updates, it give the notification only o…
-
Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
-
Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O…
-
Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
-
Expected behaviour for 25A "Suggest knowledge to employees when creating a Help Desk Request"When profile option ORA_HD_KM_SUGGEST_ON_CREATE is set to 'Show When Request Submitted' it asks the user if the suggested knowledge is useful and if they would like to d…
-
Helpdesk Agent is unable to Escalate HRHD Request to CaseHi The HelpDesk Agent is unable to Escalate the Service Request to Case from his login. Agent opens the SR, and calls the Action - Add Action → Escalate HRHD Request to …
-
Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
Cannot add households or contacts to casesSummary: We are using the HR Help Desk default stripe for Case Management. We are unable to add additional contacts that do not exist in the system on the case. The clie…
-
Calendar dropdown is not showing while creating Action Plan Template for CaseSummary: Calendar dropdown is not showing while creating Action Plan Template for Case Content (please ensure you mask any confidential information): Version (include th…
-
How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…
-
restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
-
How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…SrikarVishnubhotla 22 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
-
can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
-
Grant Subscription Management/ Entitlements Management access to Next Gen Help Desk AdministratorSummary: @Lisa Wilkes-Support-Oracle Next Gen Help Desk Administrator should be able to access Subscription Management to set/reset Agent's Holiday Calendar. What role/p…
-
'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
-
Queue is not automatically updating upon changing Primary Point of Contact in Classic HelpdeskIssue: Queue is not automatically updating upon changing Primary Point of Contact in Classic Helpdesk Steps to Replicate: Login to system Go to Help Desk > HR Service Re…