Category 691
Discussion List
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What is the effort/duration required to migrate from Classic to Redwood Help Desk?Summary: We will be starting the process to migrate Classic to Redwood HR Help Desk. I would like to know how long has it taken for other customers of similar size (ment… -
How to use advanced mode within VBS and is it supported?Summary: There are some elements within VBS Express Mode that we are unable to configure in Redwood but we may be able to manipulate them within Advanced mode by amendin…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Auto Populate Category and Channel Fields In Creation Of A Service RequestSummary: Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id. Example: If any em…
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Upgrading Classic HR Help Desk to HR Help Desk in the Redwood ExperienceWe are planning to upgrade Classic HR Help Desk to HR Help Desk in the Redwood Experience, we have gone through the articles but not able to identify starting point how … -
How to display LOVs of a custom field based on the queue?Summary: Hi Everyone, We have a requirement to create a new SR custom field called "Resolution Category", which should be available at the point of resolution. The value…
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The PPOC is blank on the front page of the case managementSummary: The PPOC is blank on the front page of case management, even though it has already been added (through 'Add Employee Contact' and marked as Primary). If we use … -
Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.? -
Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan…
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Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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OLC | we are not able to open the tab "help desk request"Help desk > Help desk requests Hi all, When we try to open the tab "Help Desk Requests" we are addressed to a white page. We are addressed to a page that is called Oracl…
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In the Next Gen agent landing page are we able to enable a search filter for Person/Worker number?Summary: I am working with a client who uses Person/ Worker numbers to identify staff, it is widely used and users know to use it when requesting support across HCM. My …
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Attachment restriction in Expenses moduleSummary: I just want to confirm the restriction in attaching documents in Expenses module: How many attachment is allowed? What is the maximum limit size of documents yo…
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Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
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HR Help Desk How to default email address of an employee leader (Manager) in SR details pageSummary: Requirement is as below, Add 2 new fields to be manually inputted by CLR Users in “job Summary” section to capture the (1) email address of the employee’s leade…
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Is there a way to extract audit logs for User Setup and User Role Changes?Summary: There is a requirement from audit to extract of all audit log entries related to User Setup and User Role Changes in Oracle Fusion Security Console. Is there an…
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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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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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Approval Workflow for a caseSummary: How do we enable an approval workflow that can be built for case management? Content (please ensure you mask any confidential information): Code Snippet (add an…
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Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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Built a solution with multirow custom fields for InvestigationSummary: As part of the investigation process, there is a requirement to capture data and discussions in defined fields for each interviewer. We need to design a solutio… -
Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
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Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
Seeded role tagged to user in created by column in backendSummary: Hi Team. Oracle has created seeded roles as part of 25C, but when we check those roles from backend its tagged to user as created by Query: select * from ASE_RO…REDDI_GH 21 views 4 comments 1 point Most recent by Andrada-Oracle Fusion Applications Administration
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Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…