Internal HR Help Desk
Discussion List
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Restrict HR Help Desk Request Access for Secondary Contacts Based on Queue – Next Gen HR Help DeskHello Team, We are looking for guidance on configuring data security for HR Help Desk Requests in Oracle Fusion Cloud Next Gen HR Help Desk, specifically to restrict HR … -
Groovy Script for Notification Trigger is not workingSummary: Groovy Script for Notification Trigger is not working Content (please ensure you mask any confidential information): Hi All, Greetings! We are currently working… -
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… -
Maintenance Organization not appearing in the List of Values in Internal Help Desk RequestSummary: Maintenance Organization not appearing in the List of Values in Internal Help Desk Request when creating work order Content (please ensure you mask any confiden… -
Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Hide Knowledge Base authorSummary: Hi all, How to hide knowledge base author's name in HRHD? For instance, as shown below in the attachment, we need to hide "Team HR": Kindly, could you share all…
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Inactive Document Types displaying in Copy to Document Record feature in Help DeskSummary: Hi All, We recently enabled "Copy to Document Record" feature in HR Help Desk and noticed that the document type LOV is displaying the Inactive document types a…
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Disabling email from a specific queue/channel in help deskSummary: We have multiple channel/queues, we want a specific one to not send any outbound/inbound emails, how can we meet this requirement? Content (please ensure you ma…
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …
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Assignment rules with "assigned to" as candidatesWithout using Groovy scripts, is it possible to create assignment rules that automatically assign a HR Help desk request to a specific agent within a queue? We have a re…
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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Recurring Reminder Notifications Not Triggered for Tickets Remaining in 'X' Status on ISR ObjectSummary: The system is not sending email notifications at two-day intervals while the ticket remains in status 'X'. Created two custom fields: Captures the date and time…
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Recap of 26A & 26B Features for Help Desk, Case Management & KnowledgeHere is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login … -
Resource Directory Not Synchronizing Agent Name Changes from HCM for HR Help DeskWe are using Resource Directory to assign HR Help Desk agents to the Service Representative role. The initial setup was successful, but it appears that information maint…
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Email notification to employee when respond to Resolved SR via emailSummary: Hi We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My…
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HR Help Desk Audit Data Migration to Redwood Help Desk did not migrate the audit historySummary: We are in the progress implementing Classic to Redwood Helpdesk Migration. HR Help Desk Audit Data Migration to Redwood Help Desk job did not bring audit record…
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HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
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Help desk Adaptive Search - Out of Memory/Tenant Out of Capacity Errors in Multiple EnvironmentWe are experiencing an issue with Adaptive Search where periodic refreshes are failing in both our DEV and TEST environments at approximately the same time. Issue Adapti…
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HR Helpdesk Resolution DescriptionSummary: Employees must receive an email notification when a ticket is Resolved or Rejected; the email must include the complete resolution details entered by the agent
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Would like to know how to configure Milestones and coverages per category in Next Gen Help DeskSummary: Hello There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category. I need help from so…
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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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Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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HR Help desk new HR Request form - Subcategory selection and Data ValidationIs there a way to make only sub-categories selectable on the Request Creation page? We would like top-level categories to act as grouping headers only and prevent users …
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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need steps for Conversions from Service Now to HR HelpdeskSummary: we want to migrate our tickets details from service now to HR Helpdesk Content (please ensure you mask any confidential information): Hi, we need steps for conv…