Agent View
Discussion List
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Issue with Redwood Action Plan Actions configuration page in 26DSummary: In 26D the Action Plan configuration pages have moved to Redwood and I've noticed an issue with the configuration of Actions. Prior to this update, when creatin… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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Escalate feature is not showing on help desk requests after migration from classic to RedwoodSummary: Escalate feature is not showing on help desk requests after migration from classic to Redwood. Could you please suggest asap Content (please ensure you mask any…
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Smart Action - Transfer Help Desk Request - Change Default for "Transfer This Service Request To"Hello - we are wondering if there is a way to change the default value for the "Transfer This Service Request To" field. When we select the Smart Action called "Transfer… -
Restricting SmartActions by roleSummary: My client wants to restrict which agents in Help Desk can use the 'Copy to Document Record' SmartAction, they have 2 separate copies of the Next Gen Agent role,…
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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he…
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Live Chat - Snippets Unable to link Knowledge ArticlesSummary: Hi All. We have enabled the AI suggestions for Chat which allows agents to link Knowledge articles in Chat. We are getting suggestions however we are unable to …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…
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Message Types & Sub-Types for Agent ResponseSummary: Hi experts, We currently have a Groovy script which changes the status of the Help Desk Request to 'Waiting' when an agent sends a response. This is working wel…
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Live Chat Availability Not Updating Based on Agent and Queue AvailabilityWe are currently testing the “Hide Chat Icon when No Agents are Available” functionality for Oracle HR Help Desk Live Chat and have observed a couple of scenarios where … -
Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
milestone showing in progress when it is overdueSummary: HR Help Desk Milestones have been configured for Service Requests for 'First Response' and 'Resolution'. The SR is created and the milestones appear against the…
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1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in…
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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works?Summary: Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works? Content (please ensure you mask any confidential information): V…