Classic HR Help Desk
Discussion List
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Grant Subscription Management/ Entitlements Management access to Next Gen Help Desk AdministratorSummary: @Lisa Wilkes-Support-Oracle Next Gen Help Desk Administrator should be able to access Subscription Management to set/reset Agent's Holiday Calendar. What role/p… -
Email sent in a Help desk service request has a number appended at the bottomWhen we send an email via Compose > Response in a HR Helpdesk service request, there is a number appended at the bottom of the email, that looks like the image below. Wh…Sheetal Shedbalkar 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk -
When will Oracle decommission Help Desk - Classic UI?Is there a plan to decommission the Classic UI for Help Desk and if yes, by when?
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What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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How can we define Classic Helpdesk Milestone based on Severity ?Summary: Need help to understand if its possible to define milestone based on severity like - if Priority 1 – 24 Hours Priority 2 – 48 Hours Priority 3 – 72 Hours Priori…
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We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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How to hide availability icon?On the helpdesk list page, I see an icon which I would like to disable. Is there a way to hide this please? I believe this is for showing availability (not exactly sure)…
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In NextGen Helpdesk, Articles are Not Showing in Browse Popular ArticlesSummary: Hello Customer Connect, In NextGen Helpdesk, Articles are Not Showing in Browse Popular Articles for Next Gen Help Desk User, Agent and Admin. Articles have bee…
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HR help desk / Hide Add contact button from Contact area from Employee side.Summary: How to Hide Add contact button from Contact area from Employee side ? Content (please ensure you mask any confidential information): Version (include the versio… -
Next Gen Employee able to edit Primary contact and select any employee for requestSummary: Next Gen Employee able to edit Primary contact and select any employee - should only be able to select direct reports I have added only Next Gen Human user help…
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Reporting on completed action plan actionsSummary: Hi, Our client wants to be able to report on when action plan actions are marked as complete, this is to ensure Next Gen Agents/ Case Workers/ Managers are comp…
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Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR ticketSummary: Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR related ticket to be created in Jira by either API or file-based (v…
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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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HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
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Require assistance for Enabeling the Adaptive Search for Next Gen HelpdeskSummary: We are enableing the Adaptive Search (Elastic Search ) for Redwood help desk by following below steps. However Job is keep on failing with [ 404 Not Found ] {"e…
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HR Help Desk / When an employee submits the SR,Summary: Can he should not be able to change anything except the status after submits ? how handle that ? to make only he can change status ? Content (please ensure you …
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Need Groovy Script for sending bell notifications when Employee or Agent send messages.Summary: I need to get those notifications when Agents or Employees sent messages to employees for a particular SR. They only get an email for the message received but n…
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HR Help desk / replace label save and Close to ( Save and Submit)Summary: How to replace label from save and Close to ( Save and Submit) in SR . Content (please ensure you mask any confidential information): Version (include the versi…
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Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to…
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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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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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How to check the requester if the HR helpdesk ticket is raised on behalf of someoneSummary: Hi All, How to check the requester details in the helpdesk ticket if the primary point of contact is different than the requester. Version (include the version …
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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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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Fusion HCM Help Desk Bulk Data Correction?Is there a way to mass update the tickets in Fusion HCM Help Desk ? We recently went live and now that we are more comfortable with the product we would like to re-categ… -
how to bulk upload service requestSummary: What is the best way to import sr in bulk in hr helpdesk , I checked there is no hdl available,please advise Content (please ensure you mask any confidential in… -
Next Gen Help Desk- List of values not displayed for standard fieldSummary: for Agents in contact section there is a standard field Relationship type code ,the field is displaying however list of values are not displaying. Can please an…
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Usage of Multiple BU/LE in Redwood HRHDSummary: Client needs to secure the HR Help Desk Module at the legal entity level. Specifically, Client wishes to use the HR Help Desk Module for both legal entities – L…
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How i can add dropdown list of values in contact section of Next Gen HRHDSummary: Hi All I am currently working on migration of classic helpdesk to next Gen Help desk. I have a requirement for Agent view - In Contact section under Relationshi…