Classic HR Help Desk
Discussion List
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is … -
Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa…
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Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
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Access HelpDesk Request as Contact (25D)Summary: Hi Team, I am trying to enable the feature 'Access Help Desk Request as Contact (25D)', and stuck at below step. Steps to Enable and Configure: Under the Object…
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Agents restriction to view SRSummary: The client requires that service requests (SRs) be accessible only to the agent who is actively working on or assigned to the SR. Other agents should not have a… -
Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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How to enable automatic creation of HRHD request for MSS transactionsSummary: We have a scenario where when manager initiates any self service transaction such as Promotion, Termination, Change Manager, Transfer, a HRHD ticket gets create…
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How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
Classic HR Helpdesk depreciation announcement , is this also include Oracle CLoud CRM HelpdeskSummary: On the Classic HR Helpdesk announcement on the desupport , is this include Oracle Cloud CRM Helpdesk - Our client has implemented CRM helpdesk 7 years back when…
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HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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Classic HR Help Desk Migration ResourcesYou may view the official deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementations of HR He…Michelle Walter-Oracle 1.4K views 9 comments 5 points Most recent by Vijaidilip Mithrasekaran Help Desk -
Resolution Metric details are not populating in SRSummary: Hi all, I have created milestones with 3 coverages schedules with all coverages having Monday to Friday fixed schedules and Sat/Sun off. However, when I run the…
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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O… -
How to check the requester if the HR helpdesk ticket is raised on behalf of someoneSummary: Hi All, How to check the requester details in the helpdesk ticket if the primary point of contact is different than the requester. Version (include the version …
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HR Help Desk record summary not displaying all attachment addedSummary: An issue was raised by a client regarding the Summary page only showing one contact even though multiple have been added. I noticed the same behaviour happens w…
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Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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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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Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not …
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Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…