Internal Help Desk
Discussion List
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Does anyone know how to modify the values for the profile SVC_ATTACHMENT_UI?Summary: How do we modify the value of the profile SVC_ATTACHMENT_UI? Content (please ensure you mask any confidential information): Our client wants to change the displ…Ameet Keshkamat 22 views 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service -
HRHD - Ability to automatically change the Status from In Progress to Waiting and vice versa.Summary: Is this automation possible in HR Hep Desk? (i) Ability to automatically change the status from 'In Progress' to 'Waiting' when Agent messages via Oracle applic…
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Multi Factor AuthenticationHi, is it possible to enable to multi-factor authentication only for 1 company /business unit or for single user? How is it possible to enable this? thank you regardsGenny Pietropaolo 21 views 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Dealing with the Common JSON Error in Help Desk LayoutsHi there, In the process of working with Help Desk layouts, you may encounter a common issue when duplicating an existing layout - an unexpected JSON error. This issue o… -
What are the differences between Redwood UI for B2B KM and Classic UI for B2B KM?Summary: Need to know in order to unferstand in a better way. Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code …
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Oracle Case Management and HR Help DeskSummary: Could anyone please share more details on Oracle Case Management and how is it different from HR Help Desk? Content (required): Could anyone please share more d…
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1Typing an existing Ticket reference IHD-0000xxxxxx in a message should create a dynamic linkSummary: Currently in HD when we create messages or copy an existing SR e.g. typed 'this is similar to SR number xxxxx' there is not referencing automatically, we want t…Isaias Silva del Angel-Oracle 52 views 0 comments 1 point Started by Isaias Silva del Angel-Oracle Fusion Service
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Help Desk: Set Field Values On Value Change of OOTB FieldsThe example below can be used with any Help Desk field such as CategoryId. Below are steps to listen to a field value change and how to set field value. Different Help D…Edson Junior, Oracle 298 views 9 comments 5 points Most recent by Edson Junior, Oracle Fusion Service
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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. …
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how to deeplink in service requests page in quick actions section in employee self serviceSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…Aman Pahuja 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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I don't find any result in "Help desk - My Help"Summary: Hello, I don't find any result in the "Help Desk - My Help". When I search a word, the system doesn't return any result. How can I do to resolve my problem. Tha…
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Audit History in Internal Help DeskSummary: We are implementing Internal Help Desk (Next Gen). How do I see the history of the Service Request? Content (required): I have configured Audit Policies and the… -
Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…
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HCM Cloud Release Schedule for PRD and Non-PRDSummary: Content (required): I'd like to know if Oracle has a release schedule format for HCM cloud as it does for Student Financial Planning Doc ID 2735591.1 Version (i…
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HR helpdesk custom field to populate in standard coverage template to setup a milestoneSummary: We have created a custom field called complexity in create service request page in classic helpdesk, How can we enable the same filed in standard coverage templ…Saritha Vallala-Oracle 15 views 1 comment 0 points Most recent by Tony Phetbourom-Support-Oracle Fusion Service
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Assign as a resource a non-worker in help deskWe have a non-worker who needs to be assigned as a resource. When assigned, it is not found, only the Employee, Contingent Worker and Partner Contact values are availabl…
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How to hide a queue or make it read only for employees when creating a SR in classic HR helpdeskSummary: Need to hide the queue field in create service request page for a particular role. We want it to be visible for the Helpdesk administrator while creating a SR. …Saritha Vallala-Oracle 31 views 1 comment 0 points Most recent by Ritesh Sachdev -Support-Oracle Fusion Service
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Extensibility Q&A for Fusion Service Center, Help Desk, and Case ManagementDiscover solutions to frequently encountered challenges in extending Redwood Fusion Service, Help Desk, and Case Management. Explore a continued working list of links to…
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Web services to invoke custom ess jobs and download the output.Summary: Hello, Team. Greetings for the day We need to share the bip report output with a third party system. Instead of sharing the file via SFTP, we are considering cr…Sameer Malhotra 51 views 2 comments 0 points Most recent by Venk Kudire- Support-Oracle Fusion Service
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Case Management (22C) Page BlankSummary: Blank Page when clicking on Services - Cases Content (required): Hi, as per the 22C B2B release notes, we are looking at configuring case management to in conju… -
Internal Help Desk Next Gen - ability to communicate to external partySummary: We are using Internal Help Desk Next Gen. Some of the users need to communicate with external parties as part of the resolution process. This commuication must …
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How to reflect custom content type on the authoring page?Summary: Created a custom content type in my Infosys instance of B2B service KM but unable to see it while creating the articles. Content (required): Full pathway of cre…
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Jobs important to run for customization of knowledge authoring page.what is the job process important to run to reflect the customization and configuration made in knowledge page? Content (require) name of jobs. step wise process to run …
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Ability to close an SR on the same time when an agent is opening itSummary: Content (required): Hi Many times when service agents get a call they are able to provide the answer/service during the call. So they getting into screen of the… -
Is oracle support a TLS handshake for Inbound Email?Summary: **This post was created as part of a How to Service Request (SR) Is Oracle support a TLS handshake for Inbound Email? Content (required): Is oracle support a TL…
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Default Response/Forward Channel - HRHDSummary: We are trying to remove the other email channels as an options when responding in HRHD. Content (required): Our company has an anti-spoofing policy, so we are t… -
21C Creating and Viewing New Service Request RelationshipsContent Does anyone have any info on this feature? It's just that it's automatically enable, but I'm not seeing anything in the service request and I can't find any conf…
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Restrict displayed Category values based on rolesSummary: The requirement is to restrict specific Category values to display only for a specific user role. Content (required): We are using Next Gen Internal Help Desk, … -
How can I capture Category from an inbound email?Summary: I would like to be able to capture the category in the inblound email so that the request would automatically be assigned to the a queue and resource. Content (…
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Application table for standard coverage under subscription managementSummary Need to query coverage details under subscription management using data modelContent Subscription Management -> Standard Coverage - > (Template details) what is …