Internal HR Help Desk
Discussion List
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Has the Native Satisfaction Survey been dropped from the roadmap?We've been postponing developing our own satisfaction survey solution as we were aware that it was in Oracle's roadmap. However, now we are not so sure so would like som… -
After environment refresh helpdesk audit is not workingSummary: After envirronment refresh helpdesk auditing history is not showing any Data 1.Manage Audit Policies are configured 2.SVC_ENABLE_AUDIT_IN_SR profile option is s… -
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… -
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 12 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service -
Not able to show values in Summary page in VBS Redwood ISR pageSummary: Not able to show in HRHD (Internal Helpdesk Service Request) Summary Page after Submitting value from the create ISR page. In HRHD (Internal Helpdesk Service Re…
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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: Resolved By field is displaying two Name formats Sample Annalea Osman and Osman, AnnaleaIn the Redwood Help Desk, the 'Resolved By' field shows names in two formats, e.g., 'Annalea Osman' and 'Osman, Annalea'. How can we standardize the display format?
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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What is the maximum file size allowed for attachments in a Help Desk ticketSummary: I tried to attach a 12 MB file, but system gave "Email size exceeds maximum 10 MB allowed" warning. Content (please ensure you mask any confidential information…
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Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe… -
Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
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HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
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Licencing of Subscription Schedule for Action PlansHello everyone, A customer wants to use Action Plans and needs to link a subscription schedule to publish Action Plan Templates. My question is whether this subscription…
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HR Helpdesk - Audit History ignores days of monthSummary: When opening Audit History it always selects last month plus one day as "From Date". If last month has 31 days, it will result in an error message and one has t…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan… -
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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Approval in Help Desk and Case ManagementSummary: Can we set up for approval in Help Desk or Case Management module in Oracle Fusion ? Content (please ensure you mask any confidential information): Version (inc…
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Different email addresses used for Help Desk notifications and SR comments – how to configure?Hi everyone, I’m working with Oracle Help Desk in HCM Cloud and noticed that two different email addresses are used in the communication flow: The automatic emails for S…
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Cannot save task in internal service requestSummary: I try to create task in internal service request. But I am not able to save it. But my colleague are able to do it. When I compare these 2 users, we have the sa…
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…
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Help Desk Notification — Custom Field Not Triggering for Existing Requests (Retroactive Behavior?)Hello all, I recently modified one of our notifications by adding a custom field (created both in Application Composer and exposed in Visual Builder). The notification n…
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Helpdesk request page is not loadingSummary: I am trying to open HR Help Desk Request Page but the page is loading blank. Navigation—>Help Desk—>Help Desk Request. Working on 25c Redwood. Could any one fac…
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Case Management for Grievance handling and Transfer AppealsWe need to implement Grievance Handling and Transfer Appeals in Oracle. I believe Case Management is the most suitable module to support this functionality, but I would …
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Checkbox field in Help Desk (VBS) not selected by default even though default = YesHi everyone, we are working on a customization in the Help Desk module within Oracle HCM Cloud. We created a custom checkbox field in Application Composer and after we p…