To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Help Desk
Discussion List
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I want to to hide action button in employee search detail page from help desk requestIn VBS Page, this is the error I have got when I tried hiding the action button. Even after creating the new rule set and after unchecking the action box also, the actio… -
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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Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th… -
How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
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Help Desk menu options not visible in new podSetting up the new Pod (B) and no seeing the menu options under helpdesk like it is in our Pod A Below is the screenshot of the help desk menu options visible in our POD…
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how to add Informational text within a Custom Field for Next Gen HR Help DeskWe have some custom Filed under HR helpdesk , Customer has a requirement to show some information under those field , like a Help Text , Unable to add them using VBS. an…
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I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
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Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass… -
Link shared in live chat is not openingHi, I am having an issue when sharing a link on the live chat. AI suggest relevant articles to share which works fine and for the agent they can see the article they sha…
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how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…
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How to change case status when a user responds?I have a requirement to update the case status when the user responds back to the email conversations. This will help the case manager to understand that the user has re… -
AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
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Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
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Help Desk Live Chat 'Recent Interaction Page'Hi all, In help desk employee search I am able to see all the recent interaction that an agent had with a user in live chat. Would it be possible to expose Subject and n…
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Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat… -
HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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Remote Region Error #2 When Exporting Jobs to Spreadsheet from Manage Jobs TaskHello Everyone - We are encountering an error when attempting to export jobs to a spreadsheet from the Manage Jobs task page. Navigation: Setup and Maintenance > Manage …
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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HDL to assign resources to queuesSummary: As we know the new 26B feature doesnt work assigning resource teams to queues directly. as a alternate approach we are looking for feasibility if we can do a HD…
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custom field not showing in landing page of activitesSummary: custom field not showing in landing page of activites Content (please ensure you mask any confidential information): Trying to show a custom field in landing pa…
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Is there a way to hide case when clicking on the primary contact?How can I hide the case tab from HR Help desk?
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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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Show Employee Number in HRHD Detailed Agent PageSummary: I have a requirement to show the employee number in the HRHD page for the agent so they do not have to click on the name of the person in order to see the infor…
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Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…