User Experience
Discussion List
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What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that… -
Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
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Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the … -
Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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smartview install issue when upgraded from 32-bit to 64-bit officeSummary: smartview install issue when upgraded from 32-bit to 64-bit office Content (please ensure you mask any confidential information): 1) SmartView is unable to run …
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Under Set Preferences unable to find Media ToolbarHi, Under Set Preferences option On HCM we don't have Media Toolbar Option to set it for Live chat. Can anyone guide as what configuration is required to get that option…
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Alert for Create Service Request via Email FailuresSummary: Create Service Request via Email works 99% of the time. For the 1% that fail, is there a way to create an alert to notify Help Desk Managers and Agents in real-…
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How long can a help desk service request remain in the system?Summary: hello, if I do not set the ORA_SVC_DELETE_CLOSED_SR_ENABLED profile option that allows the automatic deletion of a SR that has been closed for at least the numb…
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How to route service request raised by user to the agent of the user's business unit?Hi, We have a requirement where the customer needs to automatically route the service request to the agent that belongs to the concerned user's business unit or legal em… -
HRHD - Groovy Script for Add Contact in Help Desk TicketSummary: HRHD - Groovy Script for Add Contact in Help Desk Ticket Content (please ensure you mask any confidential information): Hi All, If anyone has worked on groovy s…
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Enhancing Visibility in Service Requests: Enabling Non-Primary Contacts to Access SR DetailsHello all, Is it possible in the Next Gen HR Help Desk to include a contact in an open Service Request (SR) that was originally opened by another primary point of contac…
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Possibility for leaving feedback to the help desk?Summary: Hy, Is there an opportunity for a user using the HR Help Desk module to leave feedback to the service, after a SR is closed/resolved? Thanks Best regards Gianfr…
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How to store the master data for supplier, customer, item, projects in both Spanish and English.Summary: Requirement is to store the master data for supplier, customer, item, projects in both Spanish and English (Oracle Fusion SCM). This is to cater to local statut…Aditya.K.Singh 11 views 1 comment 0 points Most recent by Mekala Hanu Teja-Oracle Product Development -
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Is it possible to add additional fields fields in SR page without VBCSSummary: We would like to add few additional fields on Service Request page. Is it possible to add additional fields fields in SR page without VBCS? Content (required): …
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Help Desk FeedbackSummary: Hello, My stakeholders are interested in incorporating an automatic Feedback section into each ticket to gather the Primary Contact's thoughts on their resoluti…
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Canadian French Language Code is not working as expected.Summary: fr-CA' language code is not working as expected in EL Expression Content (required): Requirement: Business need translations on a custom text in Canadian French…
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How to translate tagged SR Category in Knowledge ArticleSummary: We are currently utilizing English, Spanish (MX), and Canadian French for Knowledge Locale usage. We have completed translation of SR Categories and Articles, h…
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What is the reference element for keeping a resource inside a queue?Summary: Hi, Our client encountered an anomaly on an sme this resource (sme) changed from an internship type contract to a fixed-term contract, thus changing the matricu…
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How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…
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Show BU/Company Name of EmployeeSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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HRHD Primary Contact Navigation PanelSummary: Hi, does anyone know if it's possible to modify the options that appear in this navigation panel? It can be accessed when you click into a HRHD request, and cli…
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Can we hide or disable Contact Information Icon appearing near Primary Point of ContactSummary: Contact Information icon is showing details which HR helpdesk do not use When a Service Request is raised, when we click on Contact Information, we see items li…