Classic HR Help Desk
Discussion List
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr… -
Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Unable to see all open help desk requestsSummary: hi Team, I have two users having the same roles One of the user is able to see all the open help desk requests The Other user is not able to see the same list, …Sanjeev Inampudi-Oracle 51 views 3 comments 0 points Most recent by Sanjeev Inampudi-Oracle Help Desk -
An error occurs when adding a product under Manage product GroupSummary: Manage Product Group : An error occurs when adding a product Navigation : Setupand Maintenance >Helpdesk> Service Catalog >Manage Product Groups'Task > Products…S Waheeda Rehman 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Helpdesk Tags field not visible in create service request pageSummary: When an agent navigates to HelpDesk—>Helpdesk Requests—>Create Request to create an SR in this screen unable to see tags field where an agent can assign some ta…
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Queue Notification set up is failing for HR Help DeskSummary: When setting up my Notification Preference for the Queue script created in Application Composer I get the error message in the image below. I want to notify all…
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Add custom report under seeded HRHD dashboardSummary: There is a request from business to add our custom reports under delivered HRHD dashboard (infolets), If is possible to do it Content (please ensure you mask an…
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how to transfer tickets in bulk if an agent is on leaveSummary: Hello Experts, We have a requirement to bulk transfer tickets when an agent is on leave. i know we can do one by one but our requirement is to do in bulk Does H…
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"Last update date" under FAQs not to be displayed to the EmployeeSummary: Can we hide the "Last update date" under FAQs for Employees in HRHD redwood version Content (please ensure you mask any confidential information): Version (incl…
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Automatic tagging of contract administrator role to new joineeSummary: We have done autoprovision for helpdesk role but HR has to tagged employee a contract administrator role. Then only employee will able to used helpdesk module. …
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"Create Request" button to be moved to the topSummary: We wanted to move the "Create Request" button to the top in HRHD redwood version in employee screen. It is possible to do this change Content (please ensure you…
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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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Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: Business wanted to Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets". Please guide us how to change the title. Pleas…
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Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa…Suresh Subramaniyam 42 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
Seeded report in HR HelpDesk is not referring correct attribute in Filter criteria.Summary: Under /shared/Service/Embedded Content/HR HelpDesk Agent/_portal , there is a seeded Dashboard Average Time to Resolve My Closed SRs which is having single anal…
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Unable to change the button label from "Save" to "Submit" in employee UISummary: Unable to change the button label from "Save" to "Submit" in employee UI Content (please ensure you mask any confidential information): There is a requirement f…
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How to Show custom fields in HRHD Agent UISummary: There is requirement from our customer to show below fields in Agent UI, however we were able to show only business unit name (seeded field) in the agent UI usi…
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How do I delete actionsSummary: Content (please ensure you mask any confidential information): I am trying to delete a few of my actions but it keeps bringing up the error message below. I hav…
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Unable to change the Subject for Acknowledgement mailSummary: Unable to change the Subject for Acknowledgement mail as I dont see any option to do it Content (please ensure you mask any confidential information): I am able…
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Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i…
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Agent presence and availability tool functionalitySummary: Agent presence and availability tool functionality Content (please ensure you mask any confidential information): I recently enabled the presence tool for a cli…
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How can HD Agents create an SR for non employeesSummary: Client needs an option to create Help Desk SR's for non employees. Client will receive calls form community or parents of students, these would be all non emplo… -
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Unable to delete Attribute when creating Action Plan ActionSummary: Unable to delete Attribute when creating Action Plan Action Content (please ensure you mask any confidential information): When I create an Action in Manage Act…
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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…