Service Request Management
Discussion List
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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b… -
Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
Is there any way to restrict email id as per who has log in (as Agent) while composing the messageSummary: We have a requirement to restrict or display the email id of users as agent's whomsoever has been logged in the system and not the HR desk email configured in t…
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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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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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Closed HR Help Desk requests are not deleting when the Schedule Process runsSummary: I have set up the 'Closed' HR Help Desk requests to be automatically deleted every Friday evening but they still remain in the HR Help Desk list page. When the …
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How to report on Live Chat for Fusion Service wrap up resolution in OTBISummary: As part of our Live Chat for Fusion Service roll out in HR Helpdesk, we have built a suite of reports and dashboards that contain information on average wait ti…Jamie Kelly 21 views 0 comments 0 points Started by Jamie Kelly Reporting & Analytics for Fusion Service
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Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
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New Users to Help Desk Request Queue Not Getting Emails on New SRsSummary: We have added new users to one of our Help Desk Queues and removed one user, and the emails getting triggered for new SRs are still using the original distribut…
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Code to trigger notification when internal note is added to SRSummary: Code to trigger notification when internal note is added to SR Content (required): We have a requirement to trigger email notifications to assigned person whene…
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External Email Contacts Not Captured in Contacts Section on HR Help Desk RequestSummary: Oracle state the following “If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a ma…
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What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
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How to make “Reopen Reason Message” required for “Reopen Help Desk Request” actionSummary: We have a requirement for our HR Help Desk setup to make the Reopen Reason Message mandatory when an end user uses the Smart Action “Reopen Help Desk Request.” …
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Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 16 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service -
restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that…
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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
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Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…