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Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
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Help Desk
Discussion List
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Multiple holiday calendars in Next Gen Help DeskSummary: Multiple holiday calendars in Next Gen Help Desk Content (required): We have a requirement to implement different holiday calendar for different regions. The SL… -
HR Service request not appearingSummary: Hi all, In HR Help Request Service request is not visible and same is there in report of list of service request. Please let me workaround to fix this issue. Th… -
How to set up a Notification to go to users when they Create a Service Request?Summary: We want to set up a auto notification for when a user creates a service request they automatically receive a notification as confirmation displaying basic info … -
Milestones are not visible to SRSummary: I have created availability and exceptions using subscription management, and even Milestones are defined as the first response and resolution metrics, the proc… -
Customize error message when mandatory field is not filled by emp created in Application ComposerSummary: When "Management Information" category is selected in Service Request, additional fields will be captured on creation page of Service Request which are mandator… -
How can I restrict uploading certain types of files in HR Helpdesk requests?Dear Oracle Community, I hope this message finds you well. I have a question regarding a feature for our HR Helpdesk Requests system. We want to restrict the types of fi…
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Notification to agent when SR marked as CriticalSummary: Notification to agent when SR marked as Critical Content (required): I have configured the email template and Object workflow with following condition. However …
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Web Service call for AssignmentSummary: We have created a custom object using the application composer for Grievance. As part of the requirement, we bring employee assignment information i.e. Job, Pos…
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ADP Equifax report delivery method and filenameSummary: We have ADP Equifax extract designed by implementer which is working as expected and there is requirement to change name of output file. The extract is designed…
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Queue Routing Rules based on SR Title/SummarySummary: Queue Routing Rules based on SR Title/Summary Content (required): Hi Experts We have use case from a customer where we need to define queue routing rules based … -
Ticket Submission Date field added within the ticketSummary: It would be great to have a field showing submission date with the ticket itself Content (required): When working within a ticket, there is no date submitted fi… -
HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
We’re Live in Oracle Cloud ERP and HCM – Now What?Congratulations, you’ve modernized your business operations with a move to Oracle Cloud! This is an achievement to be celebrated, but, at the same time you may be wonder… -
Trigger email notifications based on Help Desk QueueSummary: Trigger email notifications based on Help Desk Queue Content (required): We have a requirement to trigger an email notification to agent when SR has been assign…
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Milestones are not calculating as per the shift attachedSummary: We have created a General Shift for 8 hours (Mon - Fri 8 am - 4 pm ET) and we have created the required setup of Standard and Default Coverage but when we creat…
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Knowledge base search can be sorted?Summary Hi, just wanted to recheck if the knowledge management search can be sorted as per business unit or service categories for example, 1)Select one radio button as …
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How to add new HR Help Desk Service Tickets through an import?Summary: Looking for assistance in what to put in the csv file for creating a new HRHD service ticket through Import Management. Content (required): Hi there, Using what…
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403 Forbidden error while fetching SR using GET Rest APISummary: Hi Folks, We are trying to fetch the Service Request in oracle hcm cloud Rest API Let me know the workaround to fix this issue and is it related to type of Auth…
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Restricted access to SRs based on Legal EmployerSummary: Restricted access to SRs based on Legal Employer Content (required): I have configured the 'Service Assignment Rules' based on Legal Entity and Category. Hence …
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Keyboard Shortcuts not working in Next Gen Help DeskSummary: Keyboard Shortcuts not working in Next Gen Help Desk Content (required): We are trying to enable the Keyboard Shortcuts in Next Gen Help Desk. However, this fun…
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Deleting SR in Help DeskSummary: Hi Folks, SR was created few months back now service request is not visible but it was there on the report of Active-SR Is there any possibility or workaround t…
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How to track field level changes. Some kind of auditSummary: Is there a way we can track the field level changes on the employee SR page Content (required): For example if we make change on the status field. Lets say we m…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create…
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Mass Load Help Desk Tickets from another vendorSummary: We are using an existing help desk solution today and we want to load the active and historical tickets into HR Help Desk. Is is possible to load these tickets … -
Can we embed Intelligent Advisor interview into knowledge articleSummary: Hi Team Can we embed Intelligent Advisor interview into knowledge article Content (required): As per the oracle documentation, it says It is possible to embed I…
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Help Desk Request Queue Assignment Process not shown / SR Queue Assignment Process stuckSummary: Hello, We are currently remediating configuration defects in our Oracle HCM implementation project for a client and have run into an issue with the Service Requ…
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Integration between Appointment Task and the Activities updatesSummary: When Appointment task has been added to Help Desk Request, the meeting schedule will be created in the 'Activities' work area from where we can trigger the meet…
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How to change the Queue managerSummary: How to change the Queue manager Content (required): Due to leavers and movers, we need to change the Queue Managers in Help Desk. Could you please share the ste…
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Need some clarifications in enabling Redwood HelpdeskSummary: Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Pleas…
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Getting Error response during RestAction on Adding Manager on a service RequestSummary: When we edit a service request and click on Add Manager we get the error Error response during RestAction Content (required): The primary point of contact has M…