Category 757
Discussion List
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Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S… -
How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Start date for Lookup codesSummary: Is it necessary to input a value in Start Date for a lookup code in order for it to be active? Or in order for a lookup code to be active, the "Enabled" checkbo… -
Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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where to find Manage Capacities(Enable Channel Capacities To Be Overridden) flag in backend?Please help me to find the tables for above snapshot.
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Where to find this fields of AttributeDetails under ManageServiceAssignmentobjects of HrHelpDesk?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot. -
where we can find these field in backend tables?Navigation : My Enterprise > Offerings > Service > Opt-In Features. could you please help me to find the Field as mentioned in the above snapshot?
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How can I gain access to the screening services if I am also a supervisor in Oracle?Summary: How can I gain access to the screening services if I am also a supervisor in Oracle? My team handles screening so I need access as well Content (required): Vers…
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Action plans limited by SR CategorySummary: Is there a way to limit the list of action plans displayed based on the category selected on the SR? I know we can create action plan categories, but they dont …
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Redwood HR Helpdesk 23C - Queue Security - Quick QuestionSummary: Hi All, I have a quick question about queues and agents. If an Agent is not a member of a queue, they create a request and assign it to that queue. Should they …
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HR Help Desk, Service request assign to an agent in the queue but the agent is the RespondentSummary: Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the que…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena… -
Unable to create email notification when the SR Status change from "New" to "In Progress"Summary: We are trying to create a email notification so that the primary contact could get a notification when the status changes. We are using the Redwood UI. Content … -
Redwood - HR Helpdesk - Paused MilestonesSummary: Is it possible to restart a HR Helpdesk milestones when an employee updates the request? Currently the milestone is paused when the status of the request is at …
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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
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Redwood - HR Helpdesk23C - Reply to emailsSummary: Hi Experts. Thankyou for your time. I need some guidance regarding Redwood HR helpdesk. The customer has a requirement for the employee to be able to reply to e…
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Redwood 23C - HR Helpdesk Reports and AnalyticsSummary: Hi All, I need some advice about the reports and dashboards under HR HelpDesk Manager - New. What is the criteria for these reports as I am struggling to obtain…
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I cannot create categories in HR Help DeskError message appears that does not allow progress in the creation of categories