Agent View
Discussion List
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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… -
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… -
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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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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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… -
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 … -
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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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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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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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
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de…
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How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes…
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how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…Deepak_Kesarwani 74 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Add an embedded video within Article in Knowledge Base?Summary: Hi, Would it be possible to add an embedded video within the content of an Article in Knowledge Base? Thank you, Kind Regards Silvia
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Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario.
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Alerts or Reminders in Redwood Help Desk or Case ManagementSummary: Alerts or Reminders in Redwood Help Desk or Case Management Content (required): Has anyone developed alerts or reminders in Redwood Help Desk or Case Management…
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…