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.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
-
BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the… -
Service Request icon in HR help deskIssue I'm facing currently is in relation to the image below: Randomly during the process of enabling the omni channel and creating the groovy script to enable notificat…
-
Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
-
Why is it not possible to send channel notification using in object workflowsHi, Why is it not possible to send bell and email notifications using adf.util.sendNotification in Object Workflows for NextGen HR Helpdesk? Using it in an object trigge…
-
Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
-
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
-
Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
Receiving duplicate emails for the same updatesHi Team, I have written the groovy script for MessageTypeCd ORA_SVC_RESPONSE and ORA_SVC_CUSTOMER_ENTRY. When there is a message updates, it give the notification only o…
-
Splitting subject and message content under message groovy scriptHi Team, I created below groovy script to send the email notifications for message. However, I am not able to split the subject and message content. I created map.put fo…
-
Object Trigger Groovy Script get PartyIdHi, How can you fetch the PartyId in a HR Helpdesk Request Object Trigger using Groovy Scripts? If you have the username or person ID is it possible to retrieve the Part…
-
What is the maximum video size in Case Management?Summary: Client is looking to attach videos to cases that could be up to an hour long. What is the maximum size? Content (please ensure you mask any confidential informa…
-
manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes… -
Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action…
-
Unable to default the Status, Severity and auto close days based on categoryHow to default the SR status, severity and auto close days based on SR category. Business wanted to default Status, Severity and auto close days based on category I have…
-
Unable to delete category options from lookup menu from the HR Help Desk request formSummary: In the Category lookup menu why am I unable to delete the values even though it gives me the option to do so. When I select Delete I get the error message attac…
-
HR Helpdesk agents being made unavailable/inactive when not actively working on screenSummary: HR Heldesk agents are being made unavailable within HR Helpdesk when they are not actively working on the HR Desktop / HCM Screens. this is happending when the …
-
Service Time per Ticket - Report (Classic HR Help Desk)Hi all, We need a Report to calculate the time between the ticket's opening date and closing date and time, considering customer calendar (Considering work hours and exc… -
how to enable "Next Gen Human Resources Help Desk User" role for all active employeeWe going to enable HRHD for our UAE client with headcount for 500+ employees. Enabling it manually for all 500+ employees is not possible. Please help me on how we can e…
-
Can we increase the character length to 1000 in per_periods_of_serviceSummary: Customer wants to increase the character length to 1000 in DFF which uses table per_periods_of_service , requested review of the existing flexfield fields in th…
-
case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
-
Generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHDSummary: The 24C feature 'Automatically generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHD generates summary with not relevant keywords in th…
-
Live Agent is not reflecting in Oracle HR HelpdeskSummary: We have followed all the steps mentioned in the video, however we still can't see live agent. Add Chat Agent Privilege Enter the promo code (not required for 24…
-
Resource's manager is showing blankSummary: We have noticed that the manager of the resources are showing as blank even though we can see that manager is assigned in security console and person management…
-
Actions keep bringing up error when submittedSummary: Afternoon all, I'm not sure why this suddenly keep happening but when I create Actions for the Case form I keep getting an error message once its submitted. I h…
-
Moved: How to enable access to new custom report in HRHDThis discussion has been moved.Elaine Leffler-Support-Oracle 1 view 0 comments 0 points Most recent by Elaine Leffler-Support-Oracle -
Charges for installing Language Pack Plan in Oracle FusionSummary: There may arise a need in future where the client needs a different native language for Oracle Cloud Console. The navigation, menus, login screen and other feat…
-
Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
-
Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
-
Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…