Configuration
Discussion List
-
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 21 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…
-
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 …
-
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…
-
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…
-
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…
-
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…
-
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 …
-
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…
-
How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
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…
-
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…
-
Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…
-
Notification of journey assignment in HCM does not arrive by mailSummary: You have the following journey Assigned to employee HCM Notification But it does not reach you by mail Revised notification settings The user has mail assigned …
-
Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
-
Splitting subject and message content under message groovy scriptHi Team, I created below groovy script to send the email notifications for message. However, I am not able to split the subject and message content. I created map.put fo…
-
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
-
Is it possible to enable auditing on custom fields created on service requests and in case managemenSummary: We are implementing HR Help Desk with Case Management and we are configuring a large number of custom fields for both the service request and the case, we requi…
-
Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
-
Oracle HCM multiple log in attempts neededSummary: We have Company Single Sign On enabled at our organization but for SOME users, they need to click on "company single sign on" MULTIPLE times before they can suc…
-
Can we increase the character length to 1000 in per_periods_of_serviceSummary: Customer wants to increase the character length to 1000 in DFF which uses table per_periods_of_service , requested review of the existing flexfield fields in th…
-
Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
-
How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu…