Agent View
Discussion List
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How does agent availability work in Next Gen Helpdesk?Summary: I've noticed that agent availability appears to be inconsistent. Sometimes agents are shown as available when they log in, and other times they appear as unavai… -
Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Can we stop employees from adding attachments to resolved or closed help desk requests?Summary: We need to prevent users from adding attachments to resolved or closed requests. Since adding an attachment doesn't update the "last updated" timestamp or even … -
Categories not populating for Help Desk Request and Knowledge Articles - Next Gen Help DeskThe categories created are not populating on Help Desk create request dropbox neither are visible when creating a new knowledge article filters. The BU has been set up p…
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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any… -
Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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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… -
Issues with Create Appointment and Create Task in HRHD RequestSummary: 23B has introduced new functionality to 'Create Appointment' and 'Create Task' within HD Request. But they are disappearing after come out of the HD request pag…
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Next Gen HR Help Desk customer responses creating new tickets instead of attaching to originalSummary: When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one. Content (please e…
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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Next arrow is not workingSummary: Issue: Next arrow is not working in the HR help desk request list Content (please ensure you mask any confidential information): While working on the hr help de… -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send message in by agent/admin by selecting Channel Web. We are getting below error. Please provide solution. Content (please ensure you mask a…
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Remove Field Search functionalitySummary: We would like to know if it is possible to remove this "Search" option at the drop-down field. This field is an added custom field using the Choice List (Dynami…
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Milestone requirementsSummary: Hi Experts, What are the different milestone you have created as part of Oracle Help Desk implementation? Please provide list or snapshot from Configuration wor…
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NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
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Service request management- How you can add the serial number section to the contactHello, is it possible to add to the primary point of contact of the Service request the serial number section? Thanks Best Regards Gianfranco
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What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that…
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What is the system logic behind the ordering of SRs?Summary: What is the system logic behind the ordering of SRs? Filters are not to considered.
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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Next Gen Helpdesk - User able to view the request even if they are not Primary Point of contactSummary: Updating Primary Point of contact Content (please ensure you mask any confidential information): Hi Team, We have updated the primary point of contact using Too…
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How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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Alert for Create Service Request via Email FailuresSummary: Create Service Request via Email works 99% of the time. For the 1% that fail, is there a way to create an alert to notify Help Desk Managers and Agents in real-…
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Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
HRHD - Update Primary Point of contact for Closed SRsSummary: After Global Transfer no visibility for Old BU SRs Content (please ensure you mask any confidential information): Dear Team We have a requirement in HR Helpdesk…
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Can we add non agent as resources for HR Help Desk Action Plan?Hi All, Does anyone know how we can add non hr help desk agent as resource for HR Help Desk action plan? I have tried adding employee as resources in "Manage Resources" …