Internal HR Help Desk
Discussion List
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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… -
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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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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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…
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Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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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… -
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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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Relationship Between SR Availability and Live Chat AvailabilitySummary: Im trying to better understand how agent availability works in Oracle HR Help Desk. Our expectation is that agents assigned to Service Requests (SRs) should be …
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The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (… -
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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Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v…
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Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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User Group Department drop down is missingSummary: We tried to create user groups in help desk knowledge management, Department drop down is blank. Please suggest what steps we need to perform to enable it. Cont…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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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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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Case Management - Category Name required on Create Case pageSummary: We are trying to make the Category Name a required field on the Create Case Page, but noted that it is a virtual field using a template (CategoryNameCreateTempl… -
Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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Groovy script notification when agent doesn't respond in x daysSummary: Looking for guidance on creating a groovy script to send a notification to help desk agents that haven't done anything with a ticket in 2 days. I've been search…