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Help Desk
Discussion List
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
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HR Help Desk Dashboard Infolets creationSummary: How to create an infolet for the new HR Help Desk Dashboard Content (please ensure you mask any confidential information): We are exploring the use of the new H…
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Next Gen HR Help Desk Ticket Creation Through Email Not WorkingSummary: We are implementing NextGen HR Help desk and enabled profile options to create ticket through email but while testing I have noticed tickets are created for Cla…
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I am not able to see the queues in HR Helpdesk.Summary: I have created the queue in HR helpdesk but not able to access this queue. When I opened the Queue screen then any queue are not visible as seen in the below sc…
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Restrict data in Help Desk RequestsWe have a requirement wherein we want to restrict the asset data in help desk requests for the specific orgs the user has data access for. We are trying to edit the cust…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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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…
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Service Request is not visible to Agent in Next Gen Help Desk.Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How to check if Redwood is enabled on a POD?**This post was created as part of a How to Service Request (SR) Release: 23C Summary of the question: We wanted to confirm if Redwood experience is enabled for help des…
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In Redwood HelpDesk, want to remove the status look up value ( Closed, Resolved) in the mass updateSummary: In Redwood HelpDesk, recently enabled the mass update feature Now we need to customize or remove the status lookup value in the mass update feature to restrict …
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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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How to default landing page columns?Summary: Hi, We want to add the resolved by column by default. Im not able to find the layout in VBCS to add or remove fields. On VBCS there is no component i can edit o…
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Default Severity by CategorySummary: We have identified 3 categories that should always default to high severity. When the Service Request category is changed from a low severity category to a high…
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Why SR not showing after creation through postman and Digital assistant.Summary: Why SR not showing after creation through postman and Digital assistant. Earlier worked fine. Content (please ensure you mask any confidential information): Ver…
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Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
How to set Assigned To field as RequiredHi Experts, I need your advise on setting Assigned To field as Required. Here is a screenshot of the same. I tried sandbox, but Page Composer option is unable to achieve…
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How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Start date for Lookup codesSummary: Is it necessary to input a value in Start Date for a lookup code in order for it to be active? Or in order for a lookup code to be active, the "Enabled" checkbo… -
Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…
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How to query the Fusion HCM person number in B2B Service RequestSummary: We have a requirement to query the HCM Person number in B2B service request in a custom field. How to achieve the same? Can we use the expression builder to bui…
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How can I modify a Saved Search for HR Help Desk (NextGen) Agent ViewSummary: We are running through a first run of implementing NextGen HRHD. On the Agent Request landing page (https:///fscmUI/redwood/helpdesk/list-hrhd?entity=HRHDServic… -
Knowledge article-LocalizationSummary: Hello Everyone! We have requirement or i would like to create knowledge articles country wise. If you have implemented knowledge or HRHD you might have know tha… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
SR not being assigned to a queueGood morning, I'm not sure if anyone else has experienced a similar issue? For some reason when a SR is being raised on occasion it is not being assigned to a queue and …
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How to include SR number in Milestone Notification email subject?Hi All, I am trying to include SR number or reference number in milestone email subject. Can anyone suggest me how to include the same? Regards, Nishanth Version (includ…