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Hide Phone Numbers in 'Add Resource' LOVWithin a Helpdesk request, when we select the action 'Add Resource' and add a resource, the list of values is displaying the phone number of the resource (hidden in the …Sheetal Ravindra Shedbalkar 7 views 0 comments 0 points Started by Sheetal Ravindra Shedbalkar Help Desk -
How can we export HR Help Hesk Infolets?Is there a way to export the HR Help Desk Infolets by Help Desk Administrators?Sheetal Ravindra Shedbalkar 6 views 0 comments 0 points Started by Sheetal Ravindra Shedbalkar Help Desk
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HR HD Redwood - ??? displayed in email sent via Compose MessageSummary: On the message sent to Emp/User via Compose Message to their Email, special characters such as ' and - are converted to ??? These are mails are NOT setup as par… -
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… -
Add Manager of Primary contact from agent screen for Helpdesk requestSummary: I was trying to add the manager of the primary contact in helpdesk request from agent screen. It was giving me the error "Manager hierarchy is not setup for the…
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Guided Journey (and AI agent) not visible on actual page but visible in Oracle Visual BuilderSummary: Hi, I have created an AI agent (for MFG Operations but I think that's not relevant). Then created a guided journey 'OPERATIONAL_PROCEDURE_GUIDE' and associated … -
Is there any Policy Advisor Agent for Learning Module currently in 26C?Summary: We are looking for a Policy Advisor agent for Learning module like we have for Absence and Benefits. Is there any available policy agent for this which can be u…
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Primary contact names not being produced on case list pageSummary: The Primary Contact column appears blank. It should display the list of names associated with each case. I have a run a full publish within Adaptive Search and …
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Enable the message section on an SR to appear expanded by defaultSummary: Is it possible that the messages sent on an SR are expanded as they are when you send the first message? Its not clear for users or agent to know they need to c…
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Article owner not updated when Owner is changed.Summary: After the Knowledge article is updated with the a new Owner, we still see 'By' here with a article created person name'. Is it possible to update the By to upda…
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Restrict HR Help Desk Request Access for Secondary Contacts Based on Queue – Next Gen HR Help DeskHello Team, We are looking for guidance on configuring data security for HR Help Desk Requests in Oracle Fusion Cloud Next Gen HR Help Desk, specifically to restrict HR …
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Can we add conditional logic within SmartText?Hi all, Is it possible to add conditional logic within SmartText? We'd like to display different logos depending on the queue of the request. For example: If Queue = X t…
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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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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…