Service Request Management
Discussion List
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How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa… -
Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
Mass assign SR that have not been assigned to a resourceSummary: Currently we have many SRs that are in a queue but have not been assigned to a resource, a change will be made in the capacity of some resources so that they ca…
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where to find Manage Capacities(Enable Channel Capacities To Be Overridden) flag in backend?Please help me to find the tables for above snapshot.
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Where to find this fields of AttributeDetails under ManageServiceAssignmentobjects of HrHelpDesk?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot. -
where we can find these field in backend tables?Navigation : My Enterprise > Offerings > Service > Opt-In Features. could you please help me to find the Field as mentioned in the above snapshot?
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HR Help Desk, Service request assign to an agent in the queue but the agent is the RespondentSummary: Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the que…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena…
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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S… -
External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
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Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
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HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
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Agents can manage and modify only THEIR OWN Service Requests?Summary: 1) Would it be possible that Agents can manage and modify only their own assigned Service Requests? 2) Is point 1) doable if Agents are able (and have the role)…
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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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What is the role that enables the functionality of assigning SRs to both oneself and others?Summary: hy, What is the role that enables the functionality to assign SRs to both self and others whenever I remove the ORA_SVC_HR_SR_ADMINISTRATION role I can no longe…
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Sharing Tips on Automating HR Help Desk Request WorkflowI would like to share my latest blog post with this community. In this post, I dive deep into the process of automating the HR Help Desk Request workflow using Oracle HR… -
HR Help Desk Agent -> Already A resource but getting an errorSummary: We have created several help desk agents for testing, assigned them the corresponding Next Gen Help Desk roles, have assigned them as a resource and incorporate…
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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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How long do SRs remain visible in Request found?Summary: Having opened SRs, when I search for a topic in My help (What do you want to do today?) the search based on SRs also appears, how long do they remain visible? h…
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We are looking for any possibility where we can generate Deeplinks / External URL for a custom pageSummary: We are looking for any possibility where we can generate Deep links / External URL for a custom page which we have created. We want to use that link in one of t… -
Time Remaining - Column / Logic from tablesSummary: To identify the column from tables or the logic used to display Time remaining as shown below: Version 23B We have a requirement that needs the report to displa… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed …
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Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…