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Discussion List
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Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo… -
We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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Can we add additional columns in the Help Desk Requests screen?Hi all, Is it possible to add in additional options under 'Manage Columns' in the Help Desk Request screen for HR Agents? For instance a custom field, or other seeded fi…
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How can we create Multiple field for Category, when we have subcategory?There is a requirement to create Sub Category and Child Sub Category fields. The available values in the Sub Category field should depend on the selected Category value,…
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How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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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…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Guided Journey (and AI agent) not visible on actual page but visible in Oracle Visual BuilderSummary: Hi, I have created an AI agent (for MFG Operations but I think that's not relevant). Then created a guided journey 'OPERATIONAL_PROCEDURE_GUIDE' and associated …
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Helpdesk category not visible according to BU.Summary: Hi Helpdesk Team, I’m working on the helpdesk system where we have multiple BUs, and each BU should have its own set of categories. For example, BU A should onl…
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Hide/remove access to infolets for specific usersSummary: In Germany KPIs such as performance may not be measured at the individual level. It must not be apparent, for example, how quickly an employee has processed or …Viktoria Priona-Oracle 46 views 7 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Reporting & Analytics for Fusion Service -
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…
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Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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Can we rename the Save button when creating an SR?Summary: My client would like to rename the 'Save' button when an Employee/ Agent creates a new SR. Their feedback, especially for users/ employees, is that it's not cle…
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Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
How do track the history of who the service request has been assigned to?Summary: How do we show the history of a ticket, specifically who it has been assigned to as it gets escalated? We are on HR HelpDesk (Next gen) Content (please ensure y… -
Extend Employee Search page in HR Help DeskSummary: My client uses key information from Employee records to identify, discuss and create new SRs. I have updated the SR details page to pull in PPOC Dept, DOB, 1st …
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We want to Restrict Email ID Selection for AgentsSummary: There is a concern regarding how agents select the “From” email address when replying to Help Desk tickets. Currently, all available email IDs are visible to al…
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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…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Is it possible to set the fields selected under the Category tab as the default?Summary: Hello Experts, we are using Oracle HCM Cloud HR Help Desk and have a requirement to make the Category field default to a specific value (e.g., Benefits) when a … -
Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
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…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t…