Agent View
Discussion List
-
Case Management - Restrict cases based on Legal EmployerSummary: Restrict cases based on Legal Employer Content (required): We are implementing the Case Management. There are 2 roles i.e. Case Manager and Case Worker. There a… -
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…
-
Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
-
HR Help Desk agents should not be able to create requests from the Agent UISummary: We have a requirement where a specific group of HR Help Desk agents should not be able to create requests from the Agent UI. Only a designated group of agents s…
-
restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
-
Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
-
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…
-
Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Is there a way to make the Outcome and Notes required for Live ChatSummary: Is there a way to make the Outcome and Notes required for the agent side of Live Chat when a chat is closed? Content (please ensure you mask any confidential in… -
View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…
-
Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom…
-
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… -
Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
-
Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
-
Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
-
Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
-
HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
-
How to filter SRs using Affected PartySummary: My client is exposing the Affected Party field on the Employee and Agent HR Help Desk Request layouts, and the agents should be able to filter and search for SR…
-
Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
-
Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both…
-
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…
-
Help Desk List and showing names for team members. Agent ViewSummary: When hovering over team members on the list of help desk tickets it provides results but only object, object and not the team member names. Content (please ensu…
-
Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
-
Audit history is not working after the latest refreshSummary: Audit history does not seem to be working. All the configuration are in place in terms of Audit Policies, Profile Options and even the privilege but somehow we …Ananta Prasad Ray 53 views 2 comments 0 points Most recent by Ananta Prasad Ray Fusion Applications Administration
-
Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje… -
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…