Service Request Management
Discussion List
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HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa… -
How an Service Request is closed manually in HR Help DeskSummary: Hello everyone, How can a user in HR Help Desk can manually close a Service Request in HR Help Desk, I see an option for Auto Close via scheduled process. But a… -
How to create an approval while raising HR Help Desk Request?Content: As per the standard functionality, when an HR Help Desk request is submitted, the system creates a new request in the application. Our requirement is to configu…
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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…
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Deleting HR Helpdesk Requests in BulkSummary: Is it possible to delete HR Helpdesk Requests in bulk? They were incorrectly migrated during the client's implementation and they no longer wish to have them. C… -
Assign Resource Teams to Queue instead of directly?Summary: I want to create a resource team and assign that directly to the queue(s) instead of directly assigning each member of that team to the queue directly. This is …
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Resolution Metric details are not populating in SRSummary: Hi all, I have created milestones with 3 coverages schedules with all coverages having Monday to Friday fixed schedules and Sat/Sun off. However, when I run the…
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How to Set up SLAs for an Organization that has different countries, different coverage schedulesHi All, I am trying to set up SLAs for HR Help Desk and the catch is the Organization has service in multiple countries and therefore it should be operated with differen…
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How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co… -
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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Time Remaining incorrect when milestone status is pausedSummary: Since 23C has been applied, we have noticed that the when the Service Request is placed in a Waiting status and the milestone is paused the time remaining displ… -
Replacement of Doc ID 2120276.1Summary: Replacement of Doc ID 2120276.1 Content (please ensure you mask any confidential information): Hi Experts, Would like to reach out to you for the replacement of…
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NextGen HelpDesk: Need help to include TO & CC recipients using a Groovy scriptSummary: Hello Experts, I need help with a Helpdesk Groovy script. I want to send an email that includes both CC and BCC. Currently, I am able to send an email TO the re… -
Access for non workersSummary: Hello, Can non workers have access to Helpdesk? Pensioners/Retirees should be able to access the Helpdesk to create their own request or/and to access Knowledge… -
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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HDL eliminar supervisior en posiciónSummary: buenos dias, se requiere eliminar los datos existentes en el campo de manager (supervisor) en posiciones, para esto requiero una plantilla HDL que me permita de…Yudy Vanessa Sandoval Arango 21 views 4 comments 0 points Most recent by Yudy Vanessa Sandoval Arango HCM Data Loader (HDL)
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Move Classic HR Help Desk to NextgenSummary: My client is using Classic UI of HRHD need to move HRHD to NextGen what is the process and is there any document to follow the same or is there any video to ref…
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Translation of custom fields on Redwood PageSummary: Hi, We have a requirement to translate SR Creation Page on Redwood. We navigated to select language preferences and tried translating the SR creation Page. What…
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HelpDesk Service Requests Attachments RequiredSummary: We have a requirement to make the Attachment Region Required on SR Creation. How can this be achieved? Content (please ensure you mask any confidential informat…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
NextGen: remove email responses in HR HELPDESK Email/In AppSummary: Hi Everyone, I have configured Object Workflows and written a piece of code to trigger notifications. However, in-app notifications are not working. Does anyone…
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Reporting on Primary Contacts in OTBISummary: How can we join the CRM/Help Desk - Case Management Real Time (or Help Desk - HR Service Requests Real Time) subject area to another person based/Workforce Mana…Ben Gill 71 views 4 comments 0 points Most recent by Pallavi-Bhosale Reporting & Analytics for Fusion Service -
Why is it not possible to send channel notification using in object workflowsHi, Why is it not possible to send bell and email notifications using adf.util.sendNotification in Object Workflows for NextGen HR Helpdesk? Using it in an object trigge…
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Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
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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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Need BI query or table for service request management offeringSummary: We need to create a BI report to show tickets that are yet not addressed for those requested /expected information is already provided. Content (please ensure y…hiteshsaroha 41 views 2 comments 0 points Most recent by MandeepGupta Reporting & Analytics for Fusion Service
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Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
We are looking for Oracle Fusion HelpDesk tables for a custom BIP ReportSummary: We are looking for Oracle Fusion tables to fetch - Manage Service Request Statuses, Knowledge Content Types and Knowledge Article Q&A fields in custom report. T…