Help Desk
Discussion List
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can case assignment be done automatically similar to how help desk service assignment is done?Summary: Hello Team, Will it be possible to route cases to a particular queue to a specific resource/case worker based on assignment rules? I have been creating cases bu… -
How to send a hyperlink via an action plan in case management?We are currently trying to link the deep link to change assignment via an action plan. How do we include a hyperlink in it? So far we have been making it into a text ver…
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Duplicate tickets identificationHello Team, Is there any mechanism to identify duplicate tickets/similar tickets raised in hr helpdesk when employee raises them, such as a pop up? Regards Rajaraman S
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How to insert link in email notification?The following requirement has been requested: When a service request ticket is being created on the HR Help Desk Request Page and submitted, an email should be triggered…
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Position Synchronization : How is worksSummary Position Synchronization : How is worksContent Hello Experts, Request your thoughts / insights. We are implementing position synchronization for a Higher Educati… -
How to find employment query option on responsive UISummary: We are unable to find employment query option in responsive UI under my client groups Where can it be located ? We need it for seeing if the grade on the assign… -
Schedule frequency for "ESS job to create index definition and perform initial ingest to OSCS"Summary: Would there be any negative impact on system performance if we schedule ESS job "ESS job to create index definition and perform initial ingest to OSCS" with par…User_2025-03-07-00-34-24-013 212 views 4 comments 1 point Most recent by Gangapalli Raghavendrareddy HCM REST APIs
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HR HelpDesk Error Response during RestAction - Create a New Help Desk RequestSummary: HR HelpDesk Error Response during RestAction - Create a New Help Desk Request. We have issue only for the following employee, who is also a line manager. Both t… -
How to Export the Organization Chart?Content Hi, We are reviewing valid solutions to build the organizational chart of the company, by position, department or employees. We know that the HCM Fusion interact…Mirtha Antequera Borges 403 views 5 comments 0 points Most recent by Nikhil Dugad Human Capital Management -
Is it possible to dynamically display a link on the New Help Desk Request page?Summary: Ability to add a URL link or attachment to a new help desk request ticket that displays only when specific help desk request category is selected Content (requi… -
is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i… -
can we grey out the service request summary after the SR has been loggedSummary: Currently our SR description area is updatable even after the SR has been logged. This gives an opportunity to employees to change the content at any point when…
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Need to create a deep link to Create Service Request pageSummary: Need to create a deep link to the Create Service Request page but it is not available thru the Deep Link configuration page. Content (required): Need to create …
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e-mail channels: separate e-mail address needed for Support and CollaborationSummary: We are configuring Next Gen HR Helpdesk (in Redwood), whilst configuring the inbound e-mail channels as per documentation: The account name of the channel serve… -
Can inactive employees/employees exiting the company have access to HR Help desk?Summary: Hello Team, We were wondering if employees who are inactive or who are exiting the organization would be able to access HR Help Desk? Kindly let us know. Regard…Rajaraman Subramanian 12 views 2 comments 0 points Most recent by Rajaraman Subramanian Human Capital Management
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How to assign cases to case workers using service assignment rules?Summary: Hello Team, When we create a sr via hr help desk, we can make sure it is routed to a specific agent via service assignment rules and queues. How can we do the s…Rajaraman Subramanian 2 views 2 comments 0 points Most recent by Rajaraman Subramanian Human Capital Management
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Is there a way to change the character limit for the Problem Description field in HR Help Desk?Content (required): Our current character limit is set as 1000 which is too short for tickets that we are creating with the Oracle Digital Assistant. I have looked at th…
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Redwood HR Help Desk - Auto-assign Action Plans based on the SR CategoriesSummary: I am working on the implementation of the new HelpDesk Redwood solution and have a requirement to auto-assign Action Plans based on a SR Category. Does anyone h…
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When setting SPF entries, are these restricted to only mail servers for that specific solution?Hi, I have a query regarding SPF policies below if anyone can provide any guidance on this please. When setting SPF entries, do you know if a SPF entry for Oracle is res…Aaron Dorrian 21 views 6 comments 0 points Most recent by Mihai Nedelea-Oracle Fusion Applications Administration
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What Privilege's are needed to update agent field (Assigned To) in help deskSummary: Assigned the Next Gen Manager role however, the Manager is unable to make changes to the Agent Field (Assigned To), when assigning Next Gen Admin role the admin… -
Transaction Console Seeded ReportContent hi, do we have seeded reports from Oracle, that shows the different transactions that are in the different Transaction Console statuses: Auto Recovery Completed …
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HR Help Desk Phone and chat integration with GenesysSummary: We are integrating with Genesys for Phone and chat in HR Help Desk. Please share any documents or relevant links which will help in this integration. Also let u…Sridevi P 3 views 1 comment 0 points Most recent by Iulian Brinzoi-Nuta - HCM-Oracle Human Capital Management
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Assigned To field is empty in HR HelpdeskSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
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Unable to find the table which captures the Appointment related details into case in Case ManagementSummary: I am not able to find the table which will capture the Appointment related details when we create a appointment with case in case Management. Can anyone help me…Samarth upadhyay 3 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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where is ORA_PER_POSITION_BUDGETING_ENABLED profile optionSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How to add custom HR Help Desk infolets with option to navigate to detailSummary: We are looking to add custom HR Help Desk infolets that would allow the user to have the option to click on the "navigate to detail" button. Content (required):… -
How to configure Product Usage Groups in Redwood HR Help Desk?Summary: How to configure Product Usage Groups in Redwood HR Help Desk? Do we have any guide or configuration document to refer? Content (please ensure you mask any conf…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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trying to get Contributions plansHello guys im using the REST end point /fscmRestApi/resources/11.13.18.05/compensationPlans but i keep getting 403 Forbidden knowing the user in the basic auth has all t…