Internal HR Help Desk
Discussion List
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Guide Me (Oracle Guided Learning) availability in Help Desk moduleHi everyone, I have a question about Guide Me (Oracle Guided Learning) in Oracle HCM Cloud. In our environment, we see the message: "Guided Learning is not activated in … -
HR Service Request not editable by creator (even with agent/admin role) – expected behavior?Hello, I’m facing a behavior in Oracle HCM Help Desk that I’d like to clarify. When an agent creates an HR Service Request, the Edit page is read-only, so the request ca…
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Knowledge Article Usage / Click AnalyticsSummary: We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI. H… -
How to report on full Service Request message history?Summary: Hi Everyone, Our Team currently have to manually open each HR Helpdesk Service Request and take screenshots of the message threads when requested which is time …Kiya 14 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service
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add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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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 …Silvia Stangarone CAI 41 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Help Desk
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Fusion Interview AccessSummary: Hello Experts, We have few question on the Fusion Interview Access Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Con… -
Internal service Request status doesn't change automatic for some ISR even MNT Work Ord is completedSummary: When we create Internal service request in Helpdesk screen , after creating service request, agent will create maintenance work order linked to this ISR. When m…Abhishek Tiwari-Oracle 12 views 2 comments 0 points Most recent by Abhishek Tiwari-Oracle Maintenance
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Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
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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 … -
Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset 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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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
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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… -
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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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
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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Cannot delete Primary contact section in HRHDSummary: Good morning, I notice that it's not possible to edit/delete a primary contact in the "contacts" section in a service request intrface: How to delete a contact …
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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… -
Internal service Help Desk request Infolet page does not show any dataSummary: When we navigate to Help desk request, click on infolets button , infolets page open , every sub task information shows only zero data. Please help how we can e…
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…