Category 691
Discussion List
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Is there a way to make the Outcome and Notes required for Live ChatSummary: Is there a way to make the Outcome and Notes required for the agent side of Live Chat when a chat is closed? Content (please ensure you mask any confidential in… -
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… -
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe… -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Redwood HR Help Desk : how can we make Fields Read Only on My Help > Edit SR PageSummary: Hello Experts, We hope this message finds you well. We are looking to make the fields "Severity," "Status," "Critical," and "Category" read-only on the My Help …
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Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe… -
Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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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…
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why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that…
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
More advanced FAQ reportingSummary: Is there currently a way to report on HR Help Desk FAQs to show how many employees viewed it, if they opened a ticket after reading the FAQ (from the Create Req…
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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
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How to link Guided Journeys to My Help PageSummary: We need to deploy AI Agents on our My Help page, and it can only be deployed using Guided Journey. Can anyone please assist on how we can enable Guided Journeys… -
Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
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Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
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internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
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HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
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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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Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…