User Experience
Discussion List
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Is Case Management part of NextGen Help Desk?Summary: Could someone please help me understand if Case Management is part of NextGen Help Desk? Content (required): We are implementing NextGen Help Desk and would lik…
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Inactive assignments of an employee are currently being displayed in the HRHD Agent UISummary: Inactive assignments of an employee are currently being displayed in the HRHD Agent UI, which can be confusing for users. Specifically, when creating an HRHD re…
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AZA: Rename Button Labels in HR HelpdeskSummary: Hi Team, We want to rename the button labels in HR Helpdesk. Example: We want to rename the Save and Close button in create SR page to Submit. We tried using Ap…
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How to create a Descriptive Flex Field in HR Help Desk - Create Service Request PageSummary: Hi Team, We have a requirement to create a Flex Field of Username in Create Service Request Page. But, I'm not knowing which Module or Name I should choose to c…
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Milestones are not visible to SRSummary: I have created availability and exceptions using subscription management, and even Milestones are defined as the first response and resolution metrics, the proc…
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Customize error message when mandatory field is not filled by emp created in Application ComposerSummary: When "Management Information" category is selected in Service Request, additional fields will be captured on creation page of Service Request which are mandator…
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Notification to agent when SR marked as CriticalSummary: Notification to agent when SR marked as Critical Content (required): I have configured the email template and Object workflow with following condition. However …
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Trigger email notifications based on Help Desk QueueSummary: Trigger email notifications based on Help Desk Queue Content (required): We have a requirement to trigger an email notification to agent when SR has been assign…
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Restricted access to SRs based on Legal EmployerSummary: Restricted access to SRs based on Legal Employer Content (required): I have configured the 'Service Assignment Rules' based on Legal Entity and Category. Hence …
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Can we embed Intelligent Advisor interview into knowledge articleSummary: Hi Team Can we embed Intelligent Advisor interview into knowledge article Content (required): As per the oracle documentation, it says It is possible to embed I…
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Integration between Appointment Task and the Activities updatesSummary: When Appointment task has been added to Help Desk Request, the meeting schedule will be created in the 'Activities' work area from where we can trigger the meet…
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How to change the Queue managerSummary: How to change the Queue manager Content (required): Due to leavers and movers, we need to change the Queue Managers in Help Desk. Could you please share the ste…
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Is it possible to configure the milestones based on the categorySummary: Is it possible to configure the milestones based on the category Content (required): I am trying to explore if it is possible to configure the milestones based …