User Experience
Discussion List
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Adding signature to acknowledgement emailSummary: Hi team, my client is debating whether to utilise the OOTB acknowledgement emails that Oracle deliver or performing this through a workflow. The only advantage … -
User wants to change timezone from UTC to PST Time zoneSummary: Hi Team Business user getting invoice approval triggers based on UTC Interval. But he wants triggers based on PST Time zone Interval? Changing the time zone fro…
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Emails and notifications are not consistentSummary: We have created workflow objects to trigger emails, and we have also created server scripts to trigger web notifications. Recently during testing, we noticed th…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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Next Gen Help Desk AI AgentsSummary: Will Next Gen Help Desk and Fusion Service share AI Agents or will their AI Agents be treated separately? What AI Agents are available or will be available in t…Joanna Romero-Oracle 21 views 1 comment 0 points Most recent by HD - Oracle Fusion ERP-Oracle Help Desk
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How to change the author name for knowledge articles?Summary: Could someone provide guidance on whether it is possible to change the author name for knowledge articles? -
Unable to see any icon apart from others while login from MobileSummary: Hi Team, Business user is trying to login to fusion using mobile. They are able to see only other tab. May I know how we can fix to have all other tabs in mobil…
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User Name in HomepageSummary: User Name in Homepage Content (please ensure you mask any confidential information): Hi Experts, There's a question around the user name's format on the homepag…
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HR Help Desk list search by urlSummary: Is there a way to submit a field criteria through URL to search the help desk list view? Redwood help desk v2. We have affected party person number saved as a c…
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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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Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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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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Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Next Gen - Email Notification to External requestor, upon Service Request CreationSummary: Hi community, We have requirements for our client to have email notifications trigger once a service request has been created. I've achieved this through an Obj…
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My Help and HR Helpdesks Page is coming as blankSummary: When we click on the My Help and HR Helpdesks Pages, the page renders as blank Content (please ensure you mask any confidential information): I am logging in as…
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Dynamic skill is not generating any Skills from Grow pageSummary: Hi Team, We have setup the Dynamic skills by following the Dynamic skills implementation guide and when an employee tries add skills from Grow page, they are no…Senthil Murugan Balasubramanian 1 view 0 comments 0 points Started by Senthil Murugan Balasubramanian Dynamic Skills -
How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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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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theme vanillaSummary: Our current theme is Vanilla : Our home page is like : Will the vanilla theme be deactivated ? If so, do we know the date on which this theme will be deactivate… -
Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H…
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How to add inactive date to Help Desk contact picker using VBS?We have a requirement to add the inactive date of our ex-employees in the contact picker card - is this possible through VBS and if so, is there guidance on how to do th…
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…