Internal HR Help Desk
Discussion List
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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… -
Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
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… -
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… -
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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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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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… -
External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi…
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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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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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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…
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in . The users are able to edit messages after this and whenever some…
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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… -
Action dropdown & Compose ButtonSummary: Helpdesk Agent is not able to view related options in Action dropdown when he opens the Helpdesk Service Request. Also, he is not able to Compose any message as… -
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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I need to migrate my certificates from my old company to the new company how can i do this?Summary: I need to migrate my certificates from my old company to the new company how can i do this? Content (please ensure you mask any confidential information): Versi…
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re…
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How to Close Duplicate SR Tickets created in Helpdesk with help of HDLHi All, How to bulk close a ticket created in Help desk with help of HDL.
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Getting offline status while creating a connection using Intelligent Advisor in case managementSummary: We are encountering an offline status while trying to create a connection using Intelligent Advisor in case management. Could you please help us resolve this is…Nusrat Shaheen 51 views 2 comments 2 points Most recent by Nusrat Shaheen Intelligent Advisor for Fusion Service -
NextGen Helpdesk Error: The value of the attribute Channel ID isn't validSummary: Hi Experts, I am encountering the error 'The value of the attribute Channel ID isn't valid.' when creating a Service Request (SR). My goal is to send both an em…Hiba Ghoualmia 101 views 5 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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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…Muskan Dhingra-HCM 31 views 1 comment 0 points Most recent by Ryan Blake-Oracle Oracle Guided Learning -
Does Fusion AV scan incoming emails into HR Help Desk communication channels?Summary: HR Help Desk supports email based communication channels. Does Fusion anti-virus scan incoming emails before handing the email over to the HR Help Desk module f…
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How to create SmartText in Next Gen HRHD (not Redwood)?Summary: We have been having a hard time implementing smart Text in our HRHD. After using the "Implementing Help Desk" as a guide to enabling SmartText, we are not sure …