Classic HR Help Desk
Discussion List
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati… -
Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
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How do you translate a knowledge article?Summary: I am unable to translate knowledge articles and unsure why. I see it is possible on Oracle Help Center but, I do not have the "Translate" dropdown under actions…
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Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k… -
Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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Knowledge article rating scale to be changed from five star rating to Sad and happy smileySummary: Currently we have five-star rating and like/dislike rating to rate the knowledge article in HRHD. Is it possible to have Sad and happy smiley as the rating scal…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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In Visual Builder I want to set up the Case Type Look Up field to display specific buttonsSummary: Content (please ensure you mask any confidential information): In Visual Builder I want to set up the Case Type Look Up field so that when each value is selecte…
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Automatically trigger Escalate to Case Smart ActionSummary: Content (please ensure you mask any confidential information): Is there anyway to automatically trigger the Escalate to Case smart action once the HR Help Desk …
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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The Chat Bot on DOP is not workingSummary: The Chat Bot on DOP is not working Content (please ensure you mask any confidential information): Description The Chat Bot on DOP is not working it is constantl…
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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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Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O… -
'Escalate to Case' smart action is not workingSummary: Content (please ensure you mask any confidential information): I have enabled the 'Escalate to Case' smart action in Application Composer, When i test the smart…
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Unable to include employee name in the Acknowledgment mail sent to the employeeSummary: Unable to include employee name in the Acknowledgment mail sent to the employee when SR is created Via Inbound mail. Currently we can have only SR number which …
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Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood)Summary: Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood) Content (please ensure you mask any confidential information): There …
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Unable to view closed requestsSummary: Content (please ensure you mask any confidential information): I want to see all the Closed requests in the HRHD list. I can only see the New, In progress, Wait…
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Email and Bell notifications not pulling values as requiredSummary: Content (please ensure you mask any confidential information): I am successfully receiving notifications once a request has been submitted and resolved but the …
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Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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How does my Data Analyst run case mgmt/HRHD reports?Summary: I'm having a hard time having my Data Analyst pull data from case management and help desk. The service catalog doesn't even appear for him. He has both Case Ma…
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Access to HR Help Desk/Case Management Through Service Catalog Reporting?Summary: I'm curious if employees (outside of HR) who have access to the Service Catalog have the ability to pull data from HR Help Desk and or Case Management since the…
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Calendar dropdown is not showing while creating Action Plan Template for CaseSummary: Calendar dropdown is not showing while creating Action Plan Template for Case Content (please ensure you mask any confidential information): Version (include th…
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I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update itSummary: I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update the categories? Content (please ensure you mask any confidentia…
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Groovy script sending out incorrect notificationSummary: Content (please ensure you mask any confidential information): I removed the script which notifies the employee when they submit a request. For some reason it w…
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I am not able to view the queues created in Manage queues for HR helpdesk task.Its giving the confirmation notification that the queues are created but I am not able to see them
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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…