Configuration
Discussion List
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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…
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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…
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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…
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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…
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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 …
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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…
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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…
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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…
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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…
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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 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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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…
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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…
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'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…
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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…
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Is it possible to add a value to the Action 'Status' list of valuesSummary: Is it possible to add a value to the Action 'Status' list of values, what is the name of this lookup? If you add a "Task" action to a SR or Case, and click on E… -
How can I change my language preference in my Cloud Customer Connect Account?Summary: How can I change my language preference in my Cloud Customer Connect Account? Content (please ensure you mask any confidential information): How can I change my… -
Issue with Scheduling Option for Service Request Queue AssignmentHi, We have a specific user who sets up processes, but for this particular process, they are unable to select the schedule option (plan). Even when it is selected, they …
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Document Types not getting visible on the Employee Record through Admin Login after they were added.We have created and updated few benefits document types and on these we have created a Application rule for triggering notification to the BEN ADMINS once any of the emp…
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Redwood Next Gen Help Desk on Mobile AppSummary: Struggling to get Help Desk tab or the My Help application to appear on the springboard. Having read the implementation guide, in regards to the My Help applica…
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REST API for Fetching Assignment and Routing Rules defined in Help desk in Setup and MaintenanceSummary: Hello, I have requirement regarding Product Groups and Queues. For that I defined some rules and conditions in Setup and Maintenance. Now I wanted to fetch them…
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How to create SmartText in Next Gen HRHD (not Redwood)?Summary: We have been having a hard time implementing smart Text in our HRHD. After using the "Implementing Help Desk" as a guide to enabling SmartText, we are not sure …
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…