Configuration
Discussion List
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Next Gen HR Help Desk customer responses creating new tickets instead of attaching to originalSummary: When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one. Content (please e… -
Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send message in by agent/admin by selecting Channel Web. We are getting below error. Please provide solution. Content (please ensure you mask a…
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Groovy error for status update notification setupHi I am trying to use the below scripts for status change notification but getting '\n error. I have no clue on how to resolve it since I am non-techie. any help would r… -
Prioritize a Representative Type in the HCM approval flow.Hi team, When the user performs a process related to an approval flow (e.g. Create Position) and has more than one duplicate representative, it is necessary to prioritiz…
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Remove Field Search functionalitySummary: We would like to know if it is possible to remove this "Search" option at the drop-down field. This field is an added custom field using the Choice List (Dynami…
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Milestone requirementsSummary: Hi Experts, What are the different milestone you have created as part of Oracle Help Desk implementation? Please provide list or snapshot from Configuration wor…
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How the language package worksSummary: Hello, we are opening offices in Quebec and would like to understand how the language package works. We have read that the language package must be applied to a…
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Email sent in a Help desk service request has a number appended at the bottomWhen we send an email via Compose > Response in a HR Helpdesk service request, there is a number appended at the bottom of the email, that looks like the image below. Wh…Sheetal Shedbalkar 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk -
Primary point of contact returning pending workersSummary: We recently enabled the Redwood NextGen helpdesk. When we search for an Employee name in the primary point of contact field, their pending worker records are di…
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Some of the ESS jobs are blocked in oracle cloud after 24B patch updateSummary: Some of the ESS jobs are blocked and paused in oracle cloud after 24B patch update. Need to know the reason. Please let me know if anyone having idea. Thanks. E…
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Is it possible to have ERS billing with Requisition & PO requiring special handling?Summary: I came across this event and found that this feature is really worthy for many businesses needs and cases. In case of OnlyBill process, I am wondering if it'll …
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Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
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Need to know timelines as on what time 24B Patch will be deployed in productionSummary: Hi Team Could you please share the schedule window or the timelines as on what time 24B Patch will be deployed in production. Content (please ensure you mask an…
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Service request management- How you can add the serial number section to the contactHello, is it possible to add to the primary point of contact of the Service request the serial number section? Thanks Best Regards Gianfranco
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
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How to tell the last refresh (P2T) from my TEST environment?Summary: We just want to know the last refresh date of the current TEST environment for Fusion ERP Content (required): How to tell the last refresh (P2T) from my TEST en… -
Omnichannel routing and bell notification errorSummary: I've created notification triggers and set my notification preferences utilizing the Assigned example groovy scripts provided by Oracle in the Help Desk Impleme…
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Require assistance for Enabeling the Adaptive Search for Next Gen HelpdeskSummary: We are enableing the Adaptive Search (Elastic Search ) for Redwood help desk by following below steps. However Job is keep on failing with [ 404 Not Found ] {"e…
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Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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smartview install issue when upgraded from 32-bit to 64-bit officeSummary: smartview install issue when upgraded from 32-bit to 64-bit office Content (please ensure you mask any confidential information): 1) SmartView is unable to run …
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Under Set Preferences unable to find Media ToolbarHi, Under Set Preferences option On HCM we don't have Media Toolbar Option to set it for Live chat. Can anyone guide as what configuration is required to get that option…
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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How to enable the traditional and generative AI features for Oracle SCM CloudSummary: We are trying to enable AI related features both traditional and Generative AI based for Oracle SCM cloud, however we are unable to locate proper Oracle documen…Yash Sharma 306 views 2 comments 0 points Most recent by BalaR-Oracle Supply Chain Planning and Collaboration
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Usage of Multiple BU/LE in Redwood HRHDSummary: Client needs to secure the HR Help Desk Module at the legal entity level. Specifically, Client wishes to use the HR Help Desk Module for both legal entities – L…
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Next Gen Help Desk - Queues Not Updating in Landing Page; Can't Filter by QueueWe have an issue where Queues are not updating or displaying in our Help Desk Requests landing page. Due to the Queues not updating, this in turn seems to cause the sear…