Classic HR Help Desk
Discussion List
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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe… -
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 -
Knowledge report don't return any resultsSummary: Hi, I have an Issue on data, Standard Dashboard reports don't return any data Path: All knowledge by month - all article linked knowledge article suggestions - …
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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Grievance helpdesk request be assigned to employee's supervisorRequirement: Upon the submission of a grievance help desk request, the system should automatically assign it to the employee's immediate supervisor. This assignment shou…
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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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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Unable to fetch the customization for HR HelpdeskWe are unable to fetch the customization for HR Helpdesk using HCM Redwood Personalization Helper Tool. Please let us know how we can fetch the customization for HR Help…Pritam_hait_2 11 views 1 comment 0 points Most recent by Rajvi -Oracle HCM Redwood Personalization Helper Tool -
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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HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte… -
Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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Can we Default the Category based on Helpdesk Channel?Summary: We have enabled the Email channel for creation of helpdesk ticket and Category is a mandatory field for us to create a SR hence we want to understand if its pos…
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Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
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In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
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restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a…
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Help desk custom field label display lengthHello, We are using next gen Help desk and For one of the custom fields the display length is not fully visible. Untill 24C this was appearing like below But now, not su… -
How to Load categories and sub categoriesSummary: Dear Expert. We have 50 categories and subcategories overall, and we are implementing HR Helpdesk for my client. They have 29 business units. Is there a tool or…
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New tab Help Desk knowledge articlesSummary: Hi, We have noticed that there is a new tab "Knowledge articles" appearing under the search tab: When clicking on it nothing really changes in terms of search/r…
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl…
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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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Can we automate resource setup & adding them to queues?We have a requirement to setup employees as a resource automatically whenever someone is hired or moved into a particular position or department. Subsequently they need … -
How to Setup an ISR approval process flowSummary: Hi, Can anyone please advise how to setup an ISR Approval process flow. Is it possible that OOTB Approval Groups can be accessed from ISR? Any idea will be help… -
Moving to Next GenSummary: Dear Team, I have some questions regarding our current HR Helpdesk Module, which is using Responsive UI: Is it mandatory to switch to Next Gen in 24C? Are there…
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HR Help desk / First Response Metric , How to make Auto reply ?Summary: After Agent received SR from employee , request need Auto reply (we will get back to you soon.) and status will be complete . Content (please ensure you mask an… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Auto populate "Number of transactions" field to 1 in Redwood helpdeskSummary: I want to know if it is possible that in help desk SR details we have "Number of transactions" field, can this field be automatically populated to "1" but with …
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We are on Classic HR Helpdesk but few of our Setup pages are being rendered in Redwood?Summary: We have Classic HR Helpdesk implemented and we are experiencing issues with some of the Setup pages now trying to render in Redwood. Content (please ensure you …