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Help Desk
Discussion List
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order … -
Hide inactive employees in employee searchIs it possible to hide inactive employees from the search results in employee search / summary page? I'm aware we have a profile called ORA_HELPDESK_CONTACT_TERMINATED_E…
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Redwood Help Desk :How to add Subject in TriggersSummary: Hi, I have a requirement to trigger messages to an inbox whenever any updates made on SR. I have made below script but want to include Subject as well , also wa… -
Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?Summary: We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone … -
How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Primary Point of Contact changed, but SR is still visible to original primary point of contactSummary: We have a scenario where an Agent creates an SR using Person A as the primary point of contact. Person A can see the SR under 'My Help'. The Agent realizes that… -
Need table name where Service Level Agreements are storedSummary: Hi All, I am trying to find table name where Service Level Agreements are stored. I have a requirement to build a report on the data. If anyone know/ used pleas…
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Restrict the access of cases to users on the basis of business unit and QueueCurrently users are able to see all the Cases in Help desk. Need to restrict the access of cases to users on the basis of business unit and Queue.
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Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan…
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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24D Gen AI features for Help DeskHi Team, I would like to know if the following features will be a part of 24D Help Desk release: View AI Generated SR Summarizations in French and Spanish Use AI Service…
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I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Can I configure own mailbox for incoming messages in hrhdSummary: Currently I have configured (refer the attachment) Oracle mailbox for testing SR creation via incoming messages however for Customer wanted to configure their m…
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Knowledge Authoring with Redwood on 24CSummary: We are currently implementing HR Help Desk and Knowledge Management on 24C. Is Knowledge already on Redwood, or do we have to follow the steps in the 'How do I …
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Is it possible to set up automatic outbound email notification on resolution of helpdesk ticketSummary: We'd like to set up an automatic outbound email (to customer) to confirm that ticket has been resolved. We already have in-app notifications but we'd like an em… -
Can we disable/bypass auto-resolving SR in 'waiting' status and auto-deletion of 'Closed' SRsSummary: We do not want to the system to automatically resolve an SR that is in a 'Waiting' status, is it possible to disable this feature. Our Agents will manage this m…
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Can we assign helpdesk ticket to a queue based on user's grade?Summary: Currently we are using automatic assignment based on category but we have a requirement where we want to route tickets to a queue based on the employee's grade …
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Possibility of a custom field which can select people from LoVs just like Primary point of contactSummary: Hi, Customer has a requirement to replicate Primary Point of Contact field on SR Creation Page in Redwood Page. I tried to create the custom field by choosing a…
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Getting Party Id error while creating Service Request as a Contingent workerWhen we are creating SR as a Contingent worker getting the below error 'The value of the attribute Reported by Party ID isn't valid.' Have already used the '(Doc ID 2763…
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…
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Why does Oracle support throw the 'Bad Request' error?Why does this error happen when navigating to Oracle support? I have to clear cache several times a day for it to away. This started in the last few months and it happen…
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Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…
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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…
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Can we configure Announcement on the top of the page in oracle fusion?Summary: Can we configure "Announcements" on the top of the page in oracle fusion? And can we use it with in the module? Content (please ensure you mask any confidential…
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2SmartText in Case Management?Hi all - is it possible to use SmartText when sending messages via Conversations in Case Management? Version (include the version you are using, if applicable): 23B
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Does anyone know the groovy script to add a link to a notification?Summary: I'm trying to bring a link in here so that the notifications have a clickable link? I've looked at Thanks! Content (please ensure you mask any confidential info…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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HR Helpdesk: Need help in Groovy ExpressionWe need to configure notifications in HCM (notification bells): How You Personalize Your Notifications (oracle.com) including: Response notification for employees: Notif…