Classic HR Help Desk
Discussion List
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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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Assigned Service Requests are missing in Agents HR Help Desk landing pageSummary: Hi Experts, Agents who are contractors are unable to see Service Requests in their HR Help Desk Landing Page. They are only able to see Service Requests which t…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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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:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR…
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Capturing external user mailid on helpdesk pageSummary: We are tasked with developing a helpdesk ticketing mechanism that operates through emails, particularly for external users. Although we can successfully create …
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SR Status change from Waiting to ClosedThere is a request from business to SR status to be changed from Waiting to Closed after 5 days, I don't see option to change the configuration under Setup and Maintenan…
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how to remove create button from help desk requestsSummary: how to remove create button from help desk requests Content (please ensure you mask any confidential information): Customer wants to hide/remove create request …
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how to display message on HRHD pageThere is a request from business to display message on the employee screen (refer attachment - text displayed in red) when an employee raise SR during non-working hours …
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Next Gen: NO Notification or Email Trigger to employee when SR raised in HR HelpdeskSummary: Hi All, Next Gen: When an SR is raised in HRHD by an employee, the employee is not receiving any email or in-app notifications, Its bit critical could you pleas…
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How to enable access to new custom report in HRHDWe have created custom report in HR helpdesk for Manager and Admin users how to grant access to the newly created report. We wanted to reuse the existing HRHD seeded rol…
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Oracle HCM Cloud: Human Resources Help Desk courseSummary: Good day all! I am currently doing the course : Oracle HCM Cloud: Human Resources Help Desk. I am learning alot but i was hoping it would look more into HR Help…
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'Primary point of contact' field contains inactive users.Summary: Hi Noticed that "Primary point of contact" contains a inactive users also in service request, Can anyone please confirm is this expected functionality. Regards …
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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SQL query or Table for Manage Knowledge User Groups in HelpdeskSummary: Hi, we need a table where the Manage Knowledge User Groups information stored Need a columns "user group name, reference key, department under the setup Manage …
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Sql query or Table for Manage Content Types in HelpdeskSummary: Hi team, Need a table or SQL quere where the setup "Manage content type" information stored in helpdesk module. Content (please ensure you mask any confidential…
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Helpdesk request number sequenceWe require a solution that can dynamically generate unique Helpdesk request numbers, customized according to the assigned request category.
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Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show…
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Renaming/Creating the "Primary Point of Contact" seeded field?Summary: We want to rename "Primary Point of Contact" which is a seeded field but got to know that its not feasible . Here i want to check if there is any way we can cre…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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where to find Manage Service Request Status Values tab fields of HrHelp Desk module in the backend ?Please help me to find the tables for above snapshot.
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Trigger to capture Grade and Legal Employer in helpdesk pageSummary: We have a requirement to capture the Grade and legal employer name in the helpesk page and for the same we have created two fields ie Grade and Legal Employer b…
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Can I configure own mailbox for incoming messages in hrhdSummary: Currently I have configured (refer the attachment) Oracle mailbox for testing SR creation via incoming messages however for Customer wanted to configure their m…
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What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
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Is it possible to set up automatic outbound email notification on resolution of helpdesk ticketSummary: We'd like to set up an automatic outbound email (to customer) to confirm that ticket has been resolved. We already have in-app notifications but we'd like an em…
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Can we assign helpdesk ticket to a queue based on user's grade?Summary: Currently we are using automatic assignment based on category but we have a requirement where we want to route tickets to a queue based on the employee's grade …Tarun_chaudhary 13 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…