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Help Desk
Discussion List
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Is it possible to retrieve service requests that have been closed for a long time ?Summary: Hi, is it possible to recover a sr opened for example 3/4 years ago? Or after a maximum number of time sr's are automatically deleted by the system? Thanks Gian… -
IT Security Manager Role - ORA_FND_IT_SECURITY_MANAGER_JOBSummary: Hello, I wanted to see if anyone knows which role name within ORA_FND_IT_SECURITY_MANAGER_JOB allows for password reset in Security Console. I am trying to see …
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Adding a Knowledge Article Link to a TicketSummary: With the addition of 23A, the ability to add a knowledge article link to a ticket has disappeared, we can attached an article, but not the link - this is still … -
Does anyone know if it is posible to hide the product group field in the knowledge filter and in SR?Hello all, I am implementing Help Desk and one of the clients' requeriments is to hide the Product Groups field in the Knowldge filter and when making a service request.…
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Subject Area "Help Desk - HR Service Request Summary" is providing far few resultsSummary: Using plain Subject Area with only 3 fields and no filter is retrieving just a few closed SR Content (please ensure you mask any confidential information): Hi, …
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Expose Resolve status template using Visual BuilderSummary: The outcome, resolution and description fields are no longer exposed in the Edit HD request page for Agents. How can we expose this group again using the dynami…
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Issue with Suppressing Zeros in Formula Column - Assistance NeededDear Oracle Community, I'm currently facing an issue with suppressing zeros in a formula column within a form. Despite enabling the "Suppress 0/Missing" option, the supp…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Helpdesk requests redwood page is not openingSummary: Hi Team , I am trying to open Helpdesk request Page - Navigation Helpdesk - Helpdesk Request -> Page is not showing any data All the HR helpdesk related roles a…
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Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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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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Can we hide or disable Contact Information Icon appearing near Primary Point of ContactSummary: Contact Information icon is showing details which HR helpdesk do not use When a Service Request is raised, when we click on Contact Information, we see items li…
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Default Queue blanked automaticallySummary: Hi, We have noticed that Default Queue blanked automatically in prod env. We have checked and we cannot find if the issue has been caused by a process or by a d… -
Case Management - Why is the Migration of VBCS functionality from TEST to PROD taking days?Summary: We have Migrated a finalised HRHD Case Mgt VBCS Build from TEST to DEV2 (Non-PROD Env) and it took approx 2 whole days to deploy fully/successfully and manifest…
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Is there any way to find the Privilges for the Particular page/ActionSummary: Hi , Is there any way to find the Security Privileges for the Particular page/Action. For Example, I did not have access to check the Scheduled Jobs for the par…
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Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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ODA Instance RefreshSummary: How the development instance of ODA can be refreshed from Prod? Content (please ensure you mask any confidential information): Version (include the version you … -
NextGen HR Helpdesk - Groovy Script for defaulting assignment detailsSummary: Groovy script not defaulting current assignment BU Content (please ensure you mask any confidential information): We have custom Business unit field created to …
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Related to 23B - Auto-delete closed SRs mandatory featureSummary: We have a mandatory feature in 23B which helps delete close service requests. But we are not able to find the corresponding profile options required to set for …
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Recover Deleted Help Desk SRSummary: Recover Unintentionally Deleted Help Desk SR Content (required): One of the HR Specialist has deleted the SR unintentionally and we would like to recover the SR…
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Remove Employee/Internal Service/Everyone in User GroupSummary: Is there a way to remove them? Content (please ensure you mask any confidential information): Customer would like to know if those can be removed since they are…
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Is there a way or query for monitoring the number of users in Oracle fusion active and their rolesSummary: Is there a way or query for monitoring the number of users in Oracle fusion active and their roles Content (please ensure you mask any confidential information)…
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How can we implement Multiple BU in helpdeskSummary: I tried implementing using the below doc How Business Units for Service Are Set Up (oracle.com) but unable to implement it. Please suggest how can we do it or a… -
Limit Queue Option VisibilitySummary: Is it possible to limit the queues that can be seen by an agent? Content (please ensure you mask any confidential information): We would like to know if you can…
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Where to find email text when a SR is created or logged in HRHD ?I have to change the text in the email that gets sent to user whenever an SR is created. Where do I find the email text to make changes on it when a SR is created or log…
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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not …
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Trouble saving Help Desk Request from ESSSummary: Hi, Each time I try to save a service request from the employee's login, I am again and again getting this message: "The party record isn't found for the select… -
How can I hide the SR from agent that aren't in the queue where the SR is?Summary: Hello. I need some agent to be in some specific queues and also not able to see the sr opened in the queue that are not in. Is there any way or setup to segrega…
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Can we add 'Tags' as a column to display on the Redwood Help Desk UI landing page.Summary: As you might aware, Oracle has delivered Tags Functionality to classify Helpdesk requests in 24A. We have a requirement to display Tag as a column on the Redwoo…
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can we create a BPM Workflow for Approval process for fusion Roles?Hi Everyone, Currently we are manually taking approval for providing roles in oracle fusion, can we create a BPM Workflow for Approval process for fusion Roles?