Category 691
Discussion List
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Query to fetch the mapping of Queue and Rule under rules section of ManageServiceAssignmentRules ?Please help me to find the query/table for the mapping of the queue and rule under rules section of manage service assignment rules. -
Why can't I associate categories with knowledge articles?Summary: There used to be an icon where we could associate Help Desk categories with a knowledge article. Content (please ensure you mask any confidential information): … -
When will Oracle decommission Help Desk - Classic UI?Is there a plan to decommission the Classic UI for Help Desk and if yes, by when?
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How to make it read only field - visual builder studio HelpdeskHi, I have scenario where I want to make the Severity field as read only field for the employees. Only the Helpdesk agents are allowed to change the value of the severit…
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Primary point of contact returning pending workersSummary: We recently enabled the Redwood NextGen helpdesk. When we search for an Employee name in the primary point of contact field, their pending worker records are di…
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Some of the ESS jobs are blocked in oracle cloud after 24B patch updateSummary: Some of the ESS jobs are blocked and paused in oracle cloud after 24B patch update. Need to know the reason. Please let me know if anyone having idea. Thanks. E…
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Is it possible to have ERS billing with Requisition & PO requiring special handling?Summary: I came across this event and found that this feature is really worthy for many businesses needs and cases. In case of OnlyBill process, I am wondering if it'll …
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How can we define Classic Helpdesk Milestone based on Severity ?Summary: Need help to understand if its possible to define milestone based on severity like - if Priority 1 – 24 Hours Priority 2 – 48 Hours Priority 3 – 72 Hours Priori…
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Assign Ineligible User Popup coming in Health and Safety Assignment RulesSummary: While trying to click save in Health and Safety Assignment Rules in Risk Management, the below popup is coming ie., Assign Ineligible User? Please suggest way f…
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Is possible using REST API apply an Item to an existing Expense Report?Summary: The idea is clear: when we have an expense item created in our work area, we would need to apply it to an Expense Report created before. I have found in the doc…
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Remove Employee's Copy Help Desk RequestSummary: We have hidden the Copy Help Desk Request action for agents via Application Composer > Smart Actions. However, there is still that same action for employee. We …
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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
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Rearrange order of CategoriesClient would like to have a category at the top since it is is the most used category. Is it possible to rearrange the order of categories?Pernel Dela Pena 21 views 3 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Knowledge ArticlesSummary: Is there a loader for Knowledge Articles? Content (please ensure you mask any confidential information): Hello, Looking for the answer to this question, please.… -
Need to know timelines as on what time 24B Patch will be deployed in productionSummary: Hi Team Could you please share the schedule window or the timelines as on what time 24B Patch will be deployed in production. Content (please ensure you mask an…
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How to hide availability icon?On the helpdesk list page, I see an icon which I would like to disable. Is there a way to hide this please? I believe this is for showing availability (not exactly sure)… -
HR help desk / Hide Add contact button from Contact area from Employee side.Summary: How to Hide Add contact button from Contact area from Employee side ? Content (please ensure you mask any confidential information): Version (include the versio… -
Redwood Profile Option HR Help Desk CategoriesWhat is the profile option to disable HR Helpdesk Categories? We're not using Redwood Helpdesk yet and are finding several issues with this Redwood view and would like t…
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Service request management- How you can add the serial number section to the contactHello, is it possible to add to the primary point of contact of the Service request the serial number section? Thanks Best Regards Gianfranco
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How do you remove/customise Employee Search Actions?Summary: How can you remove/customise access to certain Actions in the Employee Search page in Help Desk? Content (please ensure you mask any confidential information): …
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Next Gen Employee able to edit Primary contact and select any employee for requestSummary: Next Gen Employee able to edit Primary contact and select any employee - should only be able to select direct reports I have added only Next Gen Human user help… -
What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that…
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What is the system logic behind the ordering of SRs?Summary: What is the system logic behind the ordering of SRs? Filters are not to considered.
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Reporting on completed action plan actionsSummary: Hi, Our client wants to be able to report on when action plan actions are marked as complete, this is to ensure Next Gen Agents/ Case Workers/ Managers are comp…
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Unable to hide Add contacts and Add team while creating CaseHi Team, We have a requirement to hide add contacts and add team members while creating case on redwood UI. From VBS there is no option to hide these 2 sections can you …
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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How to tell the last refresh (P2T) from my TEST environment?Summary: We just want to know the last refresh date of the current TEST environment for Fusion ERP Content (required): How to tell the last refresh (P2T) from my TEST en…