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Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
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Help Desk
Discussion List
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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… -
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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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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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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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… -
Navigation panel for Affected Party name fieldSummary: Is it possible to have the navigation panel to Affected Party Name field similar to the field Primary Point of Contact field has this feature? Content (required…
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Next Gen Help Desk - Primary Point of ContactSummary: Issue: An Employee John created a service request on behalf of Lisa and updated the Primary Point of Contact as Lisa. After submitting the request, it is still … -
Categories not showing when creating or editing Knowledge ArticlesThe HR Help Desk Categories I have created are not showing when authoring Knowledge Articles to be able to attach them. Once the article is created, if I try to edit and…
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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de…
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How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes… -
Steps to be followed after refresh helpdeskHi Team, After the refresh, the helpdesk is not working properly. The agent page is not opening, and notifications are not being triggered. They are triggered in some ca…
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Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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How to add HR helpdesk ticket as Hyperlink in Email ?Hi Team, We have a requirement to have hyperlink in email, so when employee click link it should route back to ticket in application. Setup the profile value "ORA_SVC_EN…
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how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…
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Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces… -
#NextGen Helpdesk: Is it possible for an ex-employee to create help desk ticket through an email ?Summary: Is it possible for an ex-employees to create help desk ticket through an email ? We have a specific scenario where client wants ex-employee to create helpdesk t…
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Securing Outbound Mails and Encrypted Email Sending in Next Gen HR Help DeskHello Oracle Community, I'm currently using the Next Gen HR Help Desk, and I'm concerned about the security of outbound emails. Can anyone provide guidance on how to sec…
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person number in Redwood HR Helpdesk templatesSummary: Hello Everyone, We are using Redwood HR Helpdesk and Person number is not available in the seeded fields available in the Agent and Employee Visual builder stud…
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How to install a language pack?Summary: We need help with the procedure to install a language pack on Oracle Fusion Applications Content (please ensure you mask any confidential information): We are t…
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Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…
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Invalid Expression ErrorSummary: Hi All I am new to VBS. I have copied the createModelHRHDRule layout and added the fields 'Business Unit Name' and the 'BUOrg'. When I try to publish this chang…
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Assignment and RoutingHello Everyone, I am looking for a solution to the following scenario: When an employee raises a request under the Talent Management category in Oracle HCM, I would like…
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Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan…
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I am not able to create articles in Knowledge ManagementSummary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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I'm not able to create Articles in Knowledge Management.Summary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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Knowledge Workflow step assignmentSummary: How does the Knowledge workflow step assignment works while creating the knowledge article? Content (please ensure you mask any confidential information): Hi Al…