Employee View
Discussion List
-
Non-worker Unable to Open Service Requests and View Articles in Help Desk ModuleWe are encountering an issue where a Non-worker in Oracle HCM is unable to open service requests in the Help Desk module and cannot view articles. This issue persists de…Gianfranco Fariello 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk -
can we restrict employment details of person for specific business unit and department with AOR?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
-
Resolved Solution comments not visibleSummary: When Agent is resolving the SR (Helpdesk Service Request) the comments entered by the Agent is not visible of the Requestor / Primary contact who has raised the… -
Hide the author names from the actual knowledge article page.Summary: The author's name is visible on the actual knowledge article page. In 24C, Oracle has released a feature that allows us to hide the name from the 'My Help' sect… -
BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
-
How to Add Description for Severity Levels in HR Help DeskHi Everyone, I have added descriptions for severity levels under Service Request Severities in the HR Help Desk module of Oracle HCM Cloud. However, these descriptions a…
-
How to hide the name of the person who created the knowledge article?Summary: How to hide the name of the Author in articles in HR Help Desk Content (required): hide name of the author knowledge article Version (include the version you ar…
-
Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
-
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…
-
We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…
-
Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?Summary: We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone … -
Primary Point of Contact changed, but SR is still visible to original primary point of contactSummary: We have a scenario where an Agent creates an SR using Person A as the primary point of contact. Person A can see the SR under 'My Help'. The Agent realizes that… -
Getting Party Id error while creating Service Request as a Contingent workerWhen we are creating SR as a Contingent worker getting the below error 'The value of the attribute Reported by Party ID isn't valid.' Have already used the '(Doc ID 2763…Ananta Prasad Ray 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
-
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…
-
Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan… -
Contacts are not able to see the requestSummary: Contacts are not able to see the request Content (please ensure you mask any confidential information): When we added the Contact in a request, we expected that…
-
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… -
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… -
HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
-
Why do the articles I display appear with this layout?Summary: hello I noticed that after release 24 B, the view of articles appears differently than before i attach a screen How come? Why does it bring back the user groups…
-
Missing categories in myhelp and hr helpdesk pageHi Experts, I am facing 3 problems and 2 problems seems to be inter linked and 3rd problem is with category LOV. 1.I was able to create categories and child categories w… -
Can we stop employees from adding attachments to resolved or closed help desk requests?Summary: We need to prevent users from adding attachments to resolved or closed requests. Since adding an attachment doesn't update the "last updated" timestamp or even …
-
Categories not populating for Help Desk Request and Knowledge Articles - Next Gen Help DeskThe categories created are not populating on Help Desk create request dropbox neither are visible when creating a new knowledge article filters. The BU has been set up p…
-
How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
-
Redwood- HR Helpdesk - Multiple Business UnitsSummary: Hi Experts In HR Helpdesk v23D is it possible to have HRHD categories for multiple business units. I seem to only be able to see the catgories of the default bu…
-
Redwood: Embedding files into articles or creating link to an article attachmentSummary: Hi, Would it be possible to add an embedded file (as PDF or PPTX …) within the content of an Article in Knowledge Base or to create inside the article a direct …
-
Remove Field Search functionalitySummary: We would like to know if it is possible to remove this "Search" option at the drop-down field. This field is an added custom field using the Choice List (Dynami…
-
Remove Employee's Copy Help Desk RequestSummary: We have hidden the Copy Help Desk Request action for agents via Application Composer > Smart Actions. However, there is still that same action for employee. We …
-
Rearrange order of CategoriesClient would like to have a category at the top since it is is the most used category. Is it possible to rearrange the order of categories?Pernel Dela Pena 25 views 3 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk