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Discussion List
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How can I get a list of all the resources created in the system for the helpdesk?Summary: Is there a method to get a list of all the resources? Content (please ensure you mask any confidential information): Version (include the version you are using,… -
Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca… -
Outbound Email Subject DefaultSummary: Is it possible for the email subject line to default to the SR number or SR Topic/Question when replying within an SR? Content (please ensure you mask any confi…
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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Configuring custom milestones. Why is action button greyed out?Summary: I am adding an additional entitlement type. I should be able to make a custom HR Service Request Subscription Entitlements but the action button is greyed out. …
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Change time frame (Last 30 Days) in Help Desk InfoletsSummary: The requirement is to change the time frame for the data shown in the Help Desk Infolets. How to change the "Last 30 Days"? Content (please ensure you mask any …Swetha J Nair 18 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Reporting & Analytics for Fusion Service
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Hide the name from Knowledge articlesSummary: Hi experts, I am aware that in further release this functionality will be finally implemented and all Knowledge Article's names will be removed. This is where t… -
Can an Internal Help Desk update the Installed Base assetSummary: We are using Internal Help Desk. We are not able to update/change the Installed Base Asset from the Manage Help Desk Requests page. Is this standard functionali… -
BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
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Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action…
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Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
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Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
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manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes…
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Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
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Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
Next Gen HR Help Desk default email addressSummary: When agents compose an email, we want to set the default address used. Content (please ensure you mask any confidential information): When agents compose an ema…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…
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Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…Claudia Gregorio 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk