Internal Help Desk
Discussion List
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Can we use notification preferences to send a notification to an additional user on a ticketSummary: Hi all, We have a use case in our "Create Internal Help Desk Request" flow where a request can be submitted on behalf of another user. In such cases, we want to… -
Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…Nalsoft Pvt Ltd 161 views 3 comments 0 points Most recent by Prasad Singamaneni-Oracle Fusion Service
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How I create agent in Help desk?Hello, I assigned the Help Desk Agent role to a user in Oracle HCM Help Desk. The role assignment is completed successfully, but when I try to add the user as a resource…
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se… -
Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Brainstorming: Implementing approvals using queuesSummary: Basically we want to try replicating branching of BPM Approvals but using Help Desk queues instead. To clarify, this is NOT a question about "Approvals for Help… -
How to restrict HR Help Desk Agents from viewing service requests created by other LE employeesHello Experts, We have a requirement where we need to restrict HR Help Desk Agents from viewing service requests created by other LE employees For example: Service reque…
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Is there a way to reset a PVO in a particular job from DB or any REST API or any other way in BICC ?We are looking to reset a PVO in a specific job by any other options like REST or other API or DB. We don't want to perform from the BICC page. If there are any inputs o…
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Why did the 5-star feedback scale disappear after publishing a knowledge article?Summary: I published a few Knowledge Articles (KA) to the My Help area in Oracle HCM and unlike the other KAs we have, the rating feedback option is no longer there. Is …
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getting below error while calling web serviceSummary: we are trying to post data to external system using a web service. we have 2 web services - one for connecting with external system , in that web service we are…Bhagyashri Patwardhan 35 views 3 comments 0 points Most recent by Ankita Biswas-Oracle Fusion Service
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How to Handle Dynamic Field Data from API Endpoints in Fusion Help DeskHi Community, Our colleague @Tobi Durojaiye-Oracle has provided a tutorial on handling dynamic field data from API endpoints in Fusion Help Desk. Let's thank Tobi for hi…Edson Junior, Oracle 131 views 3 comments 1 point Most recent by Edson Junior, Oracle Fusion Service
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How to hide a queue or make it read only for employees when creating a SR in classic HR helpdeskSummary: Need to hide the queue field in create service request page for a particular role. We want it to be visible for the Helpdesk administrator while creating a SR. …
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Category - Internal Help DeskHello team, In the classic Fusion Service (CX) view, when creating Service Requests (SRs), an icon was displayed under "Category" that allowed you to see the Category Na…