Classic HR Help Desk
Discussion List
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Fields are editable even when SR is closedSummary: All the fields are editable even after SR is closed, in previous version all the fields will be non editable. Although the save and cancel button are hidden in … -
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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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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Oracle Helpdesk - Availability of SmartText based on Queues/Categories ?Summary: The requirement of my client is to see if the smartText can be made available to the agent based on Queues/Categories.Eg. If the Agent belongs to Payroll then c…
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can there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
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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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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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Help Desk offering deactivated in new environmentSummary: Afternoon all, I am trying to enable the HR Help Desk offering but it is greyed out so I cannot select it. Content (please ensure you mask any confidential info…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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NexGen Helpdesk : Restrict employees from raising tickets on behalf of senior position employeesSummary: My client requirement states that "When an employee tries to create a helpdesk request from "MyHelp" They want to restrict employees from raising tickets on beh…
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Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…
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Upgrading Classic HR Help Desk to HR Help Desk in the Redwood ExperienceWe are planning to upgrade Classic HR Help Desk to HR Help Desk in the Redwood Experience, we have gone through the articles but not able to identify starting point how … -
Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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OLC | we are not able to open the tab "help desk request"Help desk > Help desk requests Hi all, When we try to open the tab "Help Desk Requests" we are addressed to a white page. We are addressed to a page that is called Oracl…
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Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
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HR Help Desk How to default email address of an employee leader (Manager) in SR details pageSummary: Requirement is as below, Add 2 new fields to be manually inputted by CLR Users in “job Summary” section to capture the (1) email address of the employee’s leade…
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Has anyone experienced hz_parties table not be in synch with active person records?Summary: Scenario: Classic HR Help Desk - Agent goes to send response message to the Primary Point of Contact, however the email can't be found and we get a warning that…Scott Foos - Sr Manager HR Technology at ADT LLC 449 views 9 comments 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk -
How to add read only date field when select the Pending leader evidence” option in Status fieldSummary: Requirement is, We need to Add a new field in “Job Summary” section to populate the effective date as today's date when the “Pending leader evidence” option in …
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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There is no data in hr help desk requests pageSummary: i am getting blank page when i have clicked on 'help desk requests' icon in help desk admin and help desk agent accounts Navigation : home>help desk >help desk …
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Oracle cloud Account creation Error - Identity VerificationSummary: Hi, I am encountering an error when trying to log in to my Oracle Cloud Account. The login page is asking for a Subscription ID and Account, but I only have the…
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instant feedback - help deskHello all, does anyone have any updates regarding the Instant Feedback feature for the Help Desk module? Will this functionality be available with the upcoming 25C relea…
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Help Desk | Instant feedback Release 25CHi All, I would like to ask if the Instant Feedback feature for the Help Desk will be available with the 25C release. This functionality would be used to to map the leve… -
Is there a description of what each infolet is in the HR Help Desk Infolets area?We are trying to enhance our infolets in Help Desk but we're struggling to understand what each infolet is showing and where the data is pulling from. If there is any do…
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Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…
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Helpdesk module is not listed in 25B redwood Helper toolHelpdesk module is not listed in 25B redwood Helper tool
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ODA Interactions count in HR Help DeskSummary: where can we find For ODA interactions, the customer would like to know, within a specific time period, how many users are utilizing ODA and the count of users …
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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The abstract "Resource" role consume any licensing aditional?Summary: If an employee is already a Fusion user, and a client needs to add the "Resource" abstract role to them in order to create internal service requests, this emplo…