Get Started: AI Resources for Oracle Cloud HCM – Go Here
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
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.
Help Desk
Discussion List
-
We are looking for any possibility where we can generate Deeplinks / External URL for a custom pageSummary: We are looking for any possibility where we can generate Deep links / External URL for a custom page which we have created. We want to use that link in one of t… -
Time Remaining - Column / Logic from tablesSummary: To identify the column from tables or the logic used to display Time remaining as shown below: Version 23B We have a requirement that needs the report to displa… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed … -
Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
-
How can users qualify service requests and send feedback?Summary: How can help desk agent recieved qualification of the resolution of a service request Content (required): Version (include the version you are using, if applica…
-
how can we inactive Employee Document of records? Is there any flag that we can use to inactivateSummary: how can we inactive Employee Document of records? Is there any flag that we can use to inactivate the documents on the employee records instead of deleting them…
-
how search behavior worksSummary: the search behavior works only by entering the first or last name , but it does not work by entering the full first and last name of the person to be searched f…
-
Requirement to send an email to the assigned person when any internal note has been added to SR.Summary: Requirement to send an email to the assigned person when any internal note has been added to SR using Object Workflow. Content (required): Requirement to send a…
-
Is it possible to provide different notifications by job level?Summary: Wondering if there is a way to send different bell notifications to the agent based on who the PPOC is. Content (required): In our implementation, the client ha… -
Resetting the milestone based on the statusHi, We have configured milestones/SLAs based on the category. e.g. If the category is 'Absence' then milestone is 3 days If the category is 'New requisition request' the… -
Add or remove actions under action barSummary: For agents, can new action be added to the action bar. Can we hide some of the standard actions? Content (required): For agents, can new action be added to the …
-
Ticket Transfer to Other PlatformSummary: Client wishes to be able to automatically transfer a ticket to another system Content (required): In our implementation, the client has asked if it's possible t…
-
privileges that allow you to assign a service requestSummary: What are the roles and privileges that allow you to assign a service request to another agent or to yourself? Thanks Content (required): assign a service reques…
-
Nextgen Helpdesk Resources and resource team - Ticket AssignmentHi All, 1.I would like to know what is the expected behavior when a queue has only resource team ( that has 3 members ) associated to the queue. So when a ticket is rais…
-
Translate HR Helpdesk Service request details and SR resolutionMy client is looking for a feasibility if the helpdesk details and the resolution details can be auto translated based on the language preference set by employee ?
-
Redwood HR Helpdesk - Notification sent to the employee when their request has a status of 'Waiting'Summary: My customer has a requirement to send an email notification to the employee when their request has a status of 'Waiting'. What is the best way of doing this. Do…
-
Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
-
Next Gen Help Desk - Categories DuplicatingSummary: Is anyone else getting some categories duplicating when scrolling through the categories? If I type in the category name, it doesn't duplicate, but when I just …
-
How to prevent duplicates from appearing in the knowledge attachment search?Summary: In the creation of my knowledge I have attached the same file several times in different articles; when I search for that attachment from My Help, it appears se…
-
Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
-
How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
-
Created Business Unit not availableSummary/Content: I have created a BU in HRHD, but when I go to create a Category to associate it to this new BU, it is unavailable from the drop down. Furthermore, only …
-
How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
-
HR Helpdesk Alerts/ErrorsSummary: Has anyone created alerts/error messages based on SR fields? Content (required): We would like to trigger an error or warning message to the employee if they se…
-
Next Gen Help Desk - Getting the error while i click the Helpdesk iconSummary: Hi , While i click the Help Desk getting the below error. How to resolve this. Can any one has any doc to setup HR Help desk. Content (required): Version (inclu…
-
Is there documentation which shows the difference between Next Gen HR Helpdesk and classic helpdesk?I am looking for some documentation to define clearly the differences between classic helpdesk and next gen hr helpdesk. Is there anything available?
-
Dictionary Feature for Searching Knowledge ArticlesSummary: Translation Feature for Searching Knowledge Articles Content (required): Client would like to fix the possible misspelling issues in the future when searching f…
-
Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau…
-
How to set capacity of agents individually in NextGen HelpdeskSummary: Manage Queues for HR Help Desk Requests provides you to set the capacity of a queue. Where can we set the capacity of agents individually? Content (required): I… -
Redwood - Next Generation HR help Desk Roles and Access Groups of type 'System group -role'.Summary: I have copied the next generation hr helpdesk roles and saved the new roles and assigned them to users. Under Manage Sales and Service Access I have enabled the…