Agent View
Discussion List
-
Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk… -
Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …Revathi Thangaraj 12 views 2 comments 1 point Most recent by Dumitru Grosu - Support-Oracle Help Desk
-
How can we make the Resolution Code and Outcome fields visible only when the status is Resolved?Summary: Hi Everyone, Oracle recently launched the Quick Edit feature for Helpdesk requests in 25C. To use this feature, we also pulled in some custom fields using VBS o…
-
Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.? -
Can we customize employee search page?Hi Our help desk agents currently search for the employees in employee search → navigate to the details page → they can see the SR history here and click on SR link to v… -
HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
Auditing for queue field not workingHi All We have enabled auditing for most of the key fields in our audit policy → service → hr help desk request object and selected a lot of fields that requires auditin…
-
HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
-
HR Help Desk Fields appear blankHi Team, After 25C, the data in the fields we have displayed on our Agent Edit HR Help Desk Request page now appear blank. The data previously inputted is no longer visi…
-
Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
-
Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
-
Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
-
Contacts are not visible in Appointment Detail pageSummary: We are trying to add contacts on the appointment page, but no contact is visible. Content (please ensure you mask any confidential information): Version (includ…
-
Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
-
How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
-
Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
-
how help desk handle the ticket coming from email addressSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
-
Help desk agents from various queues are replying to tickets using the HRES sender addressWe’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those ema…
-
Helpdesk ticket created through email channel are not getting correctly mapped in helpdeskSummary: When some employees create helpdesk tickets via the email channel and include someone in CC, the ticket content appears only in the 'Detailed Description' field…
-
Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you… -
how to assigned missed milestone manually?Summary: Due to some setup issue milestone not started/added for few existing tickets. is there any process to add milestone manually to the tickets.
-
Notifications Not Being Sent When Service Requests Are Created or Updated in Help DeskSummary: Users are not receiving notifications, when a Service Request is created and updated or when a Service Request is assigned to an agent. We have enabled browser …
-
'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C…
-
Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp…
-
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
-
How to Remove Queue Access for the Agent who is not longer helpdesk Agent?Summary: We have a list of individuals who no longer work on helpdesk tickets due to reasons such as department changes or promotions. We have removed the Helpdesk Agent…
-
What's the recommended practice to HRHD SR assignment to HRBP based on countries or categoriesSummary: Hi, Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Pa…
-
Unable to remove contact from helpdesk requestHi All, When trying to delete a contact in a helpdesk request, I receive the below error and am unable to remove the contact. They are not the primary contact. Does anyo…