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Discussion List
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with… -
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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HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
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… -
The phone number of the primary contact is not displayed correctly.Summary: The phone number of the primary contact is not displayed correctly. Content (required): The phone number of the Primary Contact is not displayed correctly in th… -
Employee is unable retrieve MY FAQs in HR HelpdeskEmployee is unable retrieve or view MY FAQs in HR Helpdesk. How to configure or check if the FAQs are setup correctly or not. Customer enabled Redwood pages to use Helpd…
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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…Ananta Prasad Ray 11 views 4 comments 0 points Most recent by Amit Agrahari - A Meet-Oracle Help Desk
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Trigger milestone once assigned to agentSummary: Hi all, Is there a way to start a milestone from counting down once the service request has been assigned to an agent. The predefined resolution milestone attri…
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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 41 views 4 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Reporting & Analytics for Fusion Service
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How to add inactive date to Help Desk contact picker using VBS?We have a requirement to add the inactive date of our ex-employees in the contact picker card - is this possible through VBS and if so, is there guidance on how to do th…
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Redwood: Removing Object Types on Cases in Visual Builder StudioSummary: My customer has a requirement to remove the Service Requests and HR Help Desk Requests Object Types when creating a relationship on a case, so that only the Cas… -
Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
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Resources (Non-Case Workers) are being added in an Organizations, Is there an impact?Hello, I have added resources to an organization where only case workers should be present. However, I have also added some agents who are not case workers, and they are…
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One ticket is created when a mail box is in the To and CC fieldSummary: What is the expected behaviour when more than one shared mailbox (that is autoforwarded to Help Desk) is included in the email? And why has it only picked up th…
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Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
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Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
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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…
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Absence Records link in HRHD Smart NavigatorHi guys, I've noticed that the Absence Records link in the Smart Navigator isn't working. I've raised an SR but I was wondering if anyone else has this problem? Version …
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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… -
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…
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How to stop automatic replies creating new Help Desk requests?I'm curious if anyone has managed to prevent employee automatic replies from creating new Help Desk requests? We're facing an issue with multiple requests being created …
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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…
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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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can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…