Agent View
Discussion List
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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…
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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… -
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…
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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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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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…
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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 48 views 2 comments 0 points Most recent by Ananta Prasad Ray Fusion Applications Administration
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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…
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Groovy script to notify agent when request is updatedSummary: My groovy script is supposed to send a bell/email notification to agents when their request is updated but its not pushing anything through. Can you let me know…
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Helpdesk request page is not loadingSummary: I am trying to open HR Help Desk Request Page but the page is loading blank. Navigation—>Help Desk—>Help Desk Request. Working on 25c Redwood. Could any one fac…
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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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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…
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Mass Update 'Queue' for SRs in HR Help Desk (HRHD Redwood)Summary: Is there a way to Mass Update 'Queue' for SRs that have already been created. Any option of HSDL/HDL/REST Api to mass update the queues? Content (please ensure … -
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 -----…
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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…
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ORA_SVC_HIDE_OUTBOUND_MSG_TAG expected behaviourSummary: Is it correct that the ORA_SVC_HIDE_OUTBOUND_MSG_TAG profile option only hides the message identification number on the messages sent out of HR Help Desk when u…