Category 691
Discussion List
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How to migrate from responsive UI Helpdesk to Red woodSummary: How to migrate from responsive UI Helpdesk to Red wood Content (please ensure you mask any confidential information): Version (include the version you are using… -
Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
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Apply two patch sets at same timeSummary: We are currently on patch set 25A. We have a number of new business units and modules going live in October/November time frame. We were wondering if it would b…
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In HR Help Desk, Random break for sequence numbers apply for Live chat, ODA Interactions and cases?Summary: Hi, In HR Help Desk, Random break for sequence numbers apply for Live chat, ODA Interactions and cases? like below document confirms there will be random break …Prasad Singamaneni-Oracle 24 views 8 comments 0 points Most recent by Prasad Singamaneni-Oracle Help Desk
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assinged to field not auto populated, queue is set correctly as defined in the applicationSummary: assinged to field not auto populated, queue is set correctly(auto populated) as defined in the application
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Case creation alert not being sent to specific ResourceSummary: In case management I only want the Case Managers to be notified when a new case is created. I wrote a script to specifically send a notification to a specific C…
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HELP DESK [Milestones]Dears we wanted to inquire about the milestones configuration for the HELP DESK, for your information, in the past it used to work well on the system, but now some stuff…
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PATCH Operation through Groovy script to update the Queue id of an SRSummary: Hello Everyone, For our scenario, We are getting the Queue id from an external system through API. In the Before Insert trigger we are receiving the Queue id an…
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how help desk handle the ticket coming from email addressSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
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How to Skip Workflow Rule when requested for and Approver are same in HCMSummary: How to Skip Workflow Rule when requested for and Approver are same : Used case : When HR admin or HR manager does an Assignment change or Salary change , Approv…
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Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
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Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
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Groovy script to call Value set in HRHD Server scriptSummary: Hi All, We have a requirement to show a field in Agent UI, value we maintain in custom lookup and to get that value we call table value set. Is there any way to…
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Help Desk | how I insert custom field in Visual builder studio?Hello all, "I’ve created a custom field in Oracle using Application Composer. What are the steps to make this custom field available in Oracle Visual Builder Studio so I…
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Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
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Knowledge Search Service role in Internal Help Desk (Service CX)Hello everyone, I'm running a test in the Internal Help Desk (Service CX) module and need to validate the behavior of the Knowledge Search Service role when assigned to …
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Help Desk Admin should not see casesSummary: Is there a privilege providing access to cases for the Help Desk Admin? We are trying to use a custom access group for Admins- they should not have any Case Man…
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Help desk agents from various queues are replying to tickets using the HRES sender addressWe’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those ema…
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Is there a notification to notify a specific resource when case is updated?Summary: We want a notification to a specific case when cases are updated. We do not want to use the conversation feature- we want to send a notification to the Director…
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Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
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How to add AND and OR in one rule in HR HelpdeskSummary: Hi All, I am building an assignment rule in Oracle HR Helpdesk where I need to implement the following rule a) If subject contains COC 'OR' Certificates 'OR' Ca… -
Help desk | change sender emailHello all, Would it be possible to modify the sender information in Oracle emails? In particular, we are looking to change not only the "From:" display name, but also th…
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Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know …
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Custom Description field in HR Help Desk not listed in Action Plan Action attributesSummary: I have created a custom description field in Application Composer for the HR Help Desk. When I attempt to configure it into the Action Plan Action settings its …
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Required cookies prevent app users to see full contentWe’d need assistance regarding an ongoing issue with the Help&Contact page handling in the AEGEAN app and mobile browser for the logged-in users. More specifically, when…
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How can we specify which queue to notify all members when an SR is raisedSummary: 22B introduced the ability to "send defined notifications to all members of a specified queue so that they can effectively monitor the queue for open items" but…
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Helpdesk ticket created through email channel are not getting correctly mapped in helpdeskSummary: When some employees create helpdesk tickets via the email channel and include someone in CC, the ticket content appears only in the 'Detailed Description' field…
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Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you…