Service Request Management
Discussion List
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Stop emails from generating new requestsHi all, is it possible to prevent HRHD from creating new requests when an inbound email is received? We still want inbound emails to be linked to existing requests. Than… -
Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
Why is my instance still showing English when I log in with Spanish or Brazilian Portuguese users?Hi everyone, I have installed two languages—Spanish and Brazilian Portuguese—in my instance. When I log in with the English user, it shows the English language correctly…
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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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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Stop Service Request creationSummary: We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we ca…
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What exactly are "Households" at the Help Desk Case MangementSummary: I'd love to have an exact definition of the households at case management Content (required): I would like to know what exactly I can imagine as the so-called h…
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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My Client is using classic HRHD. Is it possible to move to redwood without migrating to NextGen HRHDHi Team, We are using Classic HRHD. To implement Redwood, can we just enable the "Redwood User Interface for Service" feature within Service Offering? or do we need to m…
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Help Desk Notification after # of Days in WaitingSummary: Hello, We are looking to add an additional Help Desk Notification that will go to the Primary Point of Contact after n Number of Days their SR has been in a Wai…
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How to add Internal Service Request as Hyperlink in EmailSummary: We set the notification preference. System sent an email notification with the internal service request number. Can we make this number as a hyperlink so that i…
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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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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What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
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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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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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Is it possible to add milestones to Case Managment?Summary: For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specif… -
Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…
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Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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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…
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HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
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Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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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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use cases for action plansI would love to hear from other customers what they are using Action Plans for. What are some use cases? Has it been helpful, etc.?
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex…