HR Help Desk
Discussion List
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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma… -
Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
How to add new HR Help Desk Service Tickets through an import?Summary: Looking for assistance in what to put in the csv file for creating a new HRHD service ticket through Import Management. Content (required): Hi there, Using what…
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Knowledge base search can be sorted?Summary Hi, just wanted to recheck if the knowledge management search can be sorted as per business unit or service categories for example, 1)Select one radio button as … -
Milestones are not visible to SRSummary: I have created availability and exceptions using subscription management, and even Milestones are defined as the first response and resolution metrics, the proc…
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Milestones are not calculating as per the shift attachedSummary: We have created a General Shift for 8 hours (Mon - Fri 8 am - 4 pm ET) and we have created the required setup of Standard and Default Coverage but when we creat…
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403 Forbidden error while fetching SR using GET Rest APISummary: Hi Folks, We are trying to fetch the Service Request in oracle hcm cloud Rest API Let me know the workaround to fix this issue and is it related to type of Auth…
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Trigger email notifications based on Help Desk QueueSummary: Trigger email notifications based on Help Desk Queue Content (required): We have a requirement to trigger an email notification to agent when SR has been assign…
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Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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Restricted access to SRs based on Legal EmployerSummary: Restricted access to SRs based on Legal Employer Content (required): I have configured the 'Service Assignment Rules' based on Legal Entity and Category. Hence …
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Customize error message when mandatory field is not filled by emp created in Application ComposerSummary: When "Management Information" category is selected in Service Request, additional fields will be captured on creation page of Service Request which are mandator… -
HR Service request not appearingSummary: Hi all, In HR Help Request Service request is not visible and same is there in report of list of service request. Please let me workaround to fix this issue. Th…
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Data import to the Knowledgebase using REST APIHas anyone attempted to perform a data import to the Knowledge Base using REST API? If so, could you share your experience regarding the ease of use, challenges faced, a…
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Keyboard Shortcuts not working in Next Gen Help DeskSummary: Keyboard Shortcuts not working in Next Gen Help Desk Content (required): We are trying to enable the Keyboard Shortcuts in Next Gen Help Desk. However, this fun…
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Deleting SR in Help DeskSummary: Hi Folks, SR was created few months back now service request is not visible but it was there on the report of Active-SR Is there any possibility or workaround t…
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Next Gen Help Desk V2 After 22D Update Exception During Rest Action Message PoppingSummary: After 22D Update Exception During Rest Action Message Popping for some users. Cleared cache, restarted computer, still seeing the message Content (required): Us… -
Is it possible to modify the Attachment Category field in HR Help Desk (Next Gen)?Summary: After the 22C update, we noticed the new Category field used for adding Attachments to a Help Desk Request. It can be confusing for some to see two Category fie…
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How to track field level changes. Some kind of auditSummary: Is there a way we can track the field level changes on the employee SR page Content (required): For example if we make change on the status field. Lets say we m…
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HRHD Primary Contact Navigation PanelSummary: Hi, does anyone know if it's possible to modify the options that appear in this navigation panel? It can be accessed when you click into a HRHD request, and cli…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Mass Load Help Desk Tickets from another vendorSummary: We are using an existing help desk solution today and we want to load the active and historical tickets into HR Help Desk. Is is possible to load these tickets …
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Multiple holiday calendars in Next Gen Help DeskSummary: Multiple holiday calendars in Next Gen Help Desk Content (required): We have a requirement to implement different holiday calendar for different regions. The SL…
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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Queue Routing Rules based on SR Title/SummarySummary: Queue Routing Rules based on SR Title/Summary Content (required): Hi Experts We have use case from a customer where we need to define queue routing rules based …
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Need clarification on User Subscription utilizationSummary: Will the Inbound Email communication be considered as a separate user and utilize one user subscription license Content (required): Hi All, This is for my basic…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c…
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Can we embed Intelligent Advisor interview into knowledge articleSummary: Hi Team Can we embed Intelligent Advisor interview into knowledge article Content (required): As per the oracle documentation, it says It is possible to embed I…
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Oracle Fusion Redwood HR HelpdeskSummary: Currently we are using Oracle Fusion Classic HR Helpdesk. We would like to move to Redwood features. Could you please how to move to Redwood HR Helpdesk? Also d…
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Help Desk Request Queue Assignment Process not shown / SR Queue Assignment Process stuckSummary: Hello, We are currently remediating configuration defects in our Oracle HCM implementation project for a client and have run into an issue with the Service Requ…
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Read Only CheckboxesHi, when a checkbox is set to read only, the value displays as On/Off. This doesn't make sense from a user point of view. Is there any way to change this to display as Y…