Classic HR Help Desk
Discussion List
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent… -
Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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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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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…
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Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 6 views 0 comments 0 points Started by Vishal Purohit Reporting & Analytics for Fusion Service -
Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
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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creating a custom drop-down list in HR help desk.when an employee creates a ticket before choosing a category, he must choose a main group and based on that main group the category list will show the values. Also i wan…
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HR Helpdesk - Audit History ignores days of monthSummary: When opening Audit History it always selects last month plus one day as "From Date". If last month has 31 days, it will result in an error message and one has t…
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Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
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Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…
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Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Subscription ID and Account name needed for Identity verification - unable to access Oracle SRSummary: New users utilizing Support Identifier are unable to get their Oracle Support account synced as it is asking for Subscription ID and Account name for identity v…
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Different email addresses used for Help Desk notifications and SR comments – how to configure?Hi everyone, I’m working with Oracle Help Desk in HCM Cloud and noticed that two different email addresses are used in the communication flow: The automatic emails for S…
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…
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Help Desk Notification — Custom Field Not Triggering for Existing Requests (Retroactive Behavior?)Hello all, I recently modified one of our notifications by adding a custom field (created both in Application Composer and exposed in Visual Builder). The notification n…
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Unable to amend HRHD Profile optionsSummary: I have assigned myself Next Gen Administrator priv but I am still unable to edit the Profile options below What permissions do I need to be able to edit this pl…
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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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Configuring Audit in HR Help Desk and Case Management for RedwoodSummary: i have followed the below instructions to configure auditing for both HR Help Desk and Case Management but still no success. Is this supposed to give me permiss…
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Need to avoid Duplicates for the ticket generating via email with same subjectdate and emailHello Team, In HR Helpdesk, we have a requirement, if any email having the same date within four hours, to and from email address (i.e. Sent to the same mailbox from the…
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Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Checkbox field in Help Desk (VBS) not selected by default even though default = YesHi everyone, we are working on a customization in the Help Desk module within Oracle HCM Cloud. We created a custom checkbox field in Application Composer and after we p…
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo…