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
-
Visual Builder Studio Landing page blank post to 24A upgradeSummary: When we've clicked on "Edit Page in Visual Builder Studio", getting returned a BLANK page. This issue is happening post to 24A upgrade. Content (please ensure y… -
How to solve help desk problems or identify the possible cause?Summary: I am implementing the help desk module in my project, I am starting and I have found many bugs. Content: Hi! I am working with the help desk module in Fusion HC…
-
How can I create a report to show when any employee has submitted their elections?Summary: would like to see when any employee has completed their benefit elections but showing it submitted. Content (please ensure you mask any confidential information… -
Admin Access for Case ManagementSummary: We are trying to configure the Administrator role for Case Management where the user should be able to access the Cases belonging to their BU and should be able…
-
Classic HR Help Desk - Modify "More Info" data fields displayed?Summary: Classic HR Help Desk - Modify "More Info" data fields displayed? Content (please ensure you mask any confidential information): Is there a way to modify the "mo…Scott Foos - Sr Manager HR Technology at ADT LLC 21 views 2 comments 0 points Most recent by Scott Foos - Sr Manager HR Technology at ADT LLC -
For how long a service request remain in the system?Summary: Hi. I did not set up the sheduled process that delete the Service request after tot. days. Here my question, for how long I will have access to a service reques…
-
Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
-
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
-
HR Help Desk Milestones not CompletingSummary: Milestones for First Response and Resolution are set up, yet they are not automatically completing based on rules set up. Content (please ensure you mask any co…
-
How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
-
Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan… -
How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa…
-
How to prevent creation of child SRs when actions are added to help desk requestsSummary: I'm exploring the option of adding actions and action plans to help desk requests. But when doing so, for each action that I have added a child SR is getting cr…
-
People Assist Requests - Category fieldHello, does anyone know why dropdown values for Category field is not displaying when attempting to create a service request in People Assist? Can someone help me? :( Re…
-
How to display the value of a toggle switch in Agent Details page (parent page)?Summary: We have a toggle switch in the agent details page or the parent page. Whatever be the value of it - true or false, it always shows 'O' in the parent page. How c…
-
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
-
the title of the SR if it is very long is not read completely inside the "parent page"Summary: Hy, When handling a Service Request in the "parent" page it does not read completely the request title entered by the requester (if very long) I attach a screen…
-
Can someone please tell me which table to use for this?Hi All, I am trying to fetch details of roles removed to a user in the past. When I checked table PER_USER_ROLES I found that it holds only active/current roles. I also …
-
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)…
-
What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
-
Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use… -
How can we Default Status Values for Specfic Categories in HR Service RequestSummary: Hello Experts, We have a Requirement, Wherin if a Service Request is raised for a Specfic Category then it should be auto resolved. For the Same We have Tried U…
-
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
24A: ENHANCED SECURITY FOR CASE MANAGEMENT DATAHi Team, Can you please assist me on this new feature. url-https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/r13/wn/helpdesk/releases/24A/24A-helpdes…
-
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 … -
NextGen HR Helpdesk - Subject area in OTBI to get request number and assigned to fieldSummary: Subject area for getting request number and assigned to details Content (please ensure you mask any confidential information): Hello All, Please let us know fro…
-
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…
-
How do you know when the agents are logged in or have logged in in HR Help Desk?Summary: How do you know when the agents assigned to a queue are logged in or have logged in in HR Help Desk? Content (please ensure you mask any confidential informatio…
-
Nested tab workspace in redwoodSummary: Does the nested workspace still accessible or can be enabled in RedWood? If yes, how and where can we access or enable it? Content (please ensure you mask any c…
-
How to make Asset Field Mandatory in Create Help Desk Service Request UISummary: We want to make Installed Based Asset field mandatory for the users while they create the service request. We are not able to use Sandbox for this requirement. …