Category 691
Discussion List
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No data on page redwood positionsHi, After activating the profile values for the position page in Redwood. The following were executed the process ESS job to create index definition and perform initial …DianaRG 155 views 13 comments 0 points Most recent by Santosh Suresh Chincholi Career and Succession -
Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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What privileges grant access to Configure Adaptive Search?All the Oracle docs mention that you must have AIC in order to Configure Adaptive Search in setup and maintenance, however, I am wondering which specific privileges/DSPs…
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Can MS teams be used by employees for logging a HR request instead of Oracle chatbot?Summary: Employees should be able to use MS teams channel to log their HR requests. Current Oracle documentation talks only about conversations between agent and SME via…
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Previous requests raised by EmployeeSummary: How can I display historical requests raised by the Employee? Agent when reviewing the current request would also like to view historical tickets raised by the …
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How can we make the Resolution Code and Outcome fields visible only when the status is Resolved?Summary: Hi Everyone, Oracle recently launched the Quick Edit feature for Helpdesk requests in 25C. To use this feature, we also pulled in some custom fields using VBS o…
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Groovy Script for Action Plan due date notificationSummary: We have due date duration defined for each action within action plan which is added in a Case. How can we share a reminder to Assigned to Person of Case when du…
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Help Desk List and showing names for team members. Agent ViewSummary: When hovering over team members on the list of help desk tickets it provides results but only object, object and not the team member names. Content (please ensu…
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Groovy script to notify agent when request is updatedSummary: My groovy script is supposed to send a bell/email notification to agents when their request is updated but its not pushing anything through. Can you let me know…
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Why cant case workers and managers see the household tile?Summary: Case workers and managers have all necessary privileges. When I add the Application Implementation Consultant role to a user, then they can see the Household ti…
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Action Plan Smart Action - renaming issueSummary: I have renamed the Add Action Plan Smart Action in Case Management but now the Action items are not loading. It was working fine before it was renamed. I duplic…
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ORA_SVC_HIDE_OUTBOUND_MSG_TAG expected behaviourSummary: Is it correct that the ORA_SVC_HIDE_OUTBOUND_MSG_TAG profile option only hides the message identification number on the messages sent out of HR Help Desk when u…
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OTBI Agents directed to HR Help Desk email channel to create SRsSummary: Hi, My client has a number of OTBI Agents set up to send notifications to the HR ops team to action things such a DOB, Marital Status and Gender missing from pe…
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rules and logic used / HR Help Desk / automatic assignment of SRHello I would like to understand the rules and logic used by Oracle HCM Cloud HR Help Desk for the automatic assignment of service requests Could you please confirm whic…
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How to Implement: "Auto-Compose Email to share AI-generated Resolution" by Internal Help DeskSummary: I'm trying to implement the AI case for Internal Help Desk that's in the documentation. "Auto-Compose Email to share AI-generated Resolution" I'm using the do…
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Need to avoid Duplicates for the ticket generating via email with same subjectdate and emailHello Team, In HR Helpdesk, we have a requirement, if any email having the same date within four hours, to and from email address (i.e. Sent to the same mailbox from the…
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help desk button bar doesn't appearSummary: Hi all, we are trying to implement this new button bar functionality "assign to me", "show interactions" and "audit history" (explained in this document: Improv… -
Smart action help desk doesn't work - Help Desk RedwoodSummary: Hi all, I noticed that when selecting "assign to me" smart action in the service request smart action tab, it doesn't work and it doesn't trigger any action: Is…
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edit fields in HR Help desk pageSummary: Hi, May I ask you how to edit these fields (circled in yellow below) appearing in the Service Request create/details page? I would need to make some of them edi…
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Can we Create an SR without applying forwarding rule through inbound messagesSummary: Can we Create an SR without applying forwarding rule through inbound messages and by registering an email other than Oracle Mail Content (please ensure you mask…
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Data conversion from Peoplesoft to Oracle - Grievances & Disciplinary Actions in Helpdesk moduleSummary: Can we convert historic data from peoplesoft application to Oracle cloud of Grievances & Disciplinary Actions in Helpdesk module?
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Unable to create new case in Redwood due to Business UnitSummary: I am setting up Case Management in a client environment but every time I try and create a new case I get the Error message below, I have given myself permission…
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Fields are editable even when SR is closedSummary: All the fields are editable even after SR is closed, in previous version all the fields will be non editable. Although the save and cancel button are hidden in …
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How to configure the internal requestHi All, ima trying to configure the internal request from the help desk and following the steps in the below docs, but at the stage of the manage administrative profile …
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Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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add logo to hr help desk notificationHi team, is it possible to add a logo to the help desk notifications? We have created a trigger and are managing the text of notifications via tools > notification prefe… -
Oracle Helpdesk - Availability of SmartText based on Queues/Categories ?Summary: The requirement of my client is to see if the smartText can be made available to the agent based on Queues/Categories.Eg. If the Agent belongs to Payroll then c…
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Why am I not able to view any tickets in help desk queue with in test environmentMy security access in production environment matches test, but I can view all help desk tickets in production and none in test environment. Can anyone give me some advic…