Internal HR Help Desk
Discussion List
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manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes… -
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic… -
Auto Populate Category and Channel Fields In Creation Of A Service RequestSummary: Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id. Example: If any em…
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Use of Oracle guided learning within HRHDHello experts, We have this requirement to have OGL functionality within Help desk module. Based on the category of SR we select - we are expecting a message to pop up i… -
where to find Manage Service Request Status Values tab fields of HrHelp Desk module in the backend ?Please help me to find the tables for above snapshot.
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We are looking for Oracle Fusion HelpDesk tables for a custom BIP ReportSummary: We are looking for Oracle Fusion tables to fetch - Manage Service Request Statuses, Knowledge Content Types and Knowledge Article Q&A fields in custom report. T…
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Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
Calls are being closed automatically but it is not checking whether it is an off daySummary: Calls are being closed automatically, after the status awaiting user response, but it is not checking whether it is a day off Content (please ensure you mask an…Fernanda Santos de Andrade Fernanda 24 views 2 comments 0 points Most recent by Pedro Teixeira Help Desk
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR…
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HR Help Desk - "Assigned To" Column appears empty for some AgentsHi everyone, I’m facing an issue in Oracle HR Help Desk where the "Assigned To" column in the ticket overview appears empty, even though tickets are correctly assigned t…
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Raise HR Help Desk ticket via SMSSummary & Content: The Oracle website claims that HR Help Desk users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. Ho…Hajerah Muneer-Oracle 15 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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how to remove create button from help desk requestsSummary: how to remove create button from help desk requests Content (please ensure you mask any confidential information): Customer wants to hide/remove create request …
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Next Gen: NO Notification or Email Trigger to employee when SR raised in HR HelpdeskSummary: Hi All, Next Gen: When an SR is raised in HRHD by an employee, the employee is not receiving any email or in-app notifications, Its bit critical could you pleas…
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Helpdesk Agent is unable to assign Journey to the SR raised by other agentsSummary: Hello Team, We are facing this issue where Helpdesk Agent is unable to assign Journey to the SR raised by other agents. We get this below error "We couldn't ass…
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View for service request changes upon screen sizeSummary: Hi, We noticed that since the last release, the service request page (agent's view) appears with its columns all enlarged making it difficult and time consuming…Silvia Stangarone 22 views 2 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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'Primary point of contact' field contains inactive users.Summary: Hi Noticed that "Primary point of contact" contains a inactive users also in service request, Can anyone please confirm is this expected functionality. Regards …
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SQL query or Table for Manage Knowledge User Groups in HelpdeskSummary: Hi, we need a table where the Manage Knowledge User Groups information stored Need a columns "user group name, reference key, department under the setup Manage …
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Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show…
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We are not able to see Knowledge UsersSummary: We are not able to see Knowledge Users in the system at the below navigation: Navigator -> Knowledge -> Knowledge Users When we add a particlar Knowledge User a…
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Knowledge Search from Help DeskHi I am implementing Internal Help Desk (ISR Stripe) and cannot get the 'My Knowledge Classic' area to return any knowledge articles. The knowledge articles are searchab…
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Hide inactive employees in employee searchIs it possible to hide inactive employees from the search results in employee search / summary page? I'm aware we have a profile called ORA_HELPDESK_CONTACT_TERMINATED_E…
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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Manager access in Knowledge ArticleSummary: How can manager have access restricted to Knowledge articles based on their reporting employees. Content (please ensure you mask any confidential information): …
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Does anyone know the groovy script to add a link to a notification?Summary: I'm trying to bring a link in here so that the notifications have a clickable link? I've looked at Thanks! Content (please ensure you mask any confidential info…
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#NextGen Helpdesk: Is it possible for an ex-employee to create help desk ticket through an email ?Summary: Is it possible for an ex-employees to create help desk ticket through an email ? We have a specific scenario where client wants ex-employee to create helpdesk t…
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How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
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How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…