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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Has the Native Satisfaction Survey been dropped from the roadmap?We've been postponing developing our own satisfaction survey solution as we were aware that it was in Oracle's roadmap. However, now we are not so sure so would like som… -
Auto Populate Category and Channel Fields In Creation Of A Service RequestSummary: Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id. Example: If any em… -
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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Approval in Help Desk and Case ManagementSummary: Can we set up for approval in Help Desk or Case Management module in Oracle Fusion ? Content (please ensure you mask any confidential information): Version (inc…
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Need help creating Teams integration for HRHD.I am trying to create Teams integration for HR Helpdesk but i am stuck in the first step itself wherein a new app has to be created in teams. Can someone please help by …
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Approval workflow in HRHDThere is a request from one for client to implement approval workflow in HRHD (HR Helpdesk - Redwood) for below 2 business cases. Please let us know whether we have appr…
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Subscription ID and Account name needed for Identity verification - unable to access Oracle SRSummary: New users utilizing Support Identifier are unable to get their Oracle Support account synced as it is asking for Subscription ID and Account name for identity v…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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Different email addresses used for Help Desk notifications and SR comments – how to configure?Hi everyone, I’m working with Oracle Help Desk in HCM Cloud and noticed that two different email addresses are used in the communication flow: The automatic emails for S…
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Cannot save task in internal service requestSummary: I try to create task in internal service request. But I am not able to save it. But my colleague are able to do it. When I compare these 2 users, we have the sa…
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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Unable to add custom fields to Redwood Help Desk employee viewSummary: I am unable to add custom fields to the Employee HRHD edit view. I have re-added the fields via Application Composer several times but I get the same issue when…
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remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both… -
Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Does the SVC_HRHD_IN_WAITING_DAYS only update SRs that are in the Waiting status?Summary: We are testing the auto resolving/ closing processes, and I wanted to clarify a couple of things: The SVC_HRHD_IN_WAITING_DAYS does this only update the waiting…
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Next Gen Help Desk Saved Search - Share with specific RolesSummary: Hello, We have noticed that within the Next Gen Help Desk Saved Search functionality, there is the ability to share the Saved Search with other users. One of th…
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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Help Desk List and showing names for team members. Agent ViewSummary: When hovering over team members on the list of help desk tickets it provides results but only object, object and not the team member names. Content (please ensu…
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Help Desk Notification — Custom Field Not Triggering for Existing Requests (Retroactive Behavior?)Hello all, I recently modified one of our notifications by adding a custom field (created both in Application Composer and exposed in Visual Builder). The notification n…
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Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
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Action Plan Smart Action - renaming issueSummary: I have renamed the Add Action Plan Smart Action in Case Management but now the Action items are not loading. It was working fine before it was renamed. I duplic…
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Unable to amend HRHD Profile optionsSummary: I have assigned myself Next Gen Administrator priv but I am still unable to edit the Profile options below What permissions do I need to be able to edit this pl…
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje…