Configuration
Discussion List
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Trigger email notifications based on Help Desk QueueSummary: Trigger email notifications based on Help Desk Queue Content (required): We have a requirement to trigger an email notification to agent when SR has been assign… -
Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Milestones are not calculating as per the shift attachedSummary: We have created a General Shift for 8 hours (Mon - Fri 8 am - 4 pm ET) and we have created the required setup of Standard and Default Coverage but when we creat…
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Knowledge base search can be sorted?Summary Hi, just wanted to recheck if the knowledge management search can be sorted as per business unit or service categories for example, 1)Select one radio button as … -
Milestones are not visible to SRSummary: I have created availability and exceptions using subscription management, and even Milestones are defined as the first response and resolution metrics, the proc…
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403 Forbidden error while fetching SR using GET Rest APISummary: Hi Folks, We are trying to fetch the Service Request in oracle hcm cloud Rest API Let me know the workaround to fix this issue and is it related to type of Auth…
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Restricted access to SRs based on Legal EmployerSummary: Restricted access to SRs based on Legal Employer Content (required): I have configured the 'Service Assignment Rules' based on Legal Entity and Category. Hence …
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HR Service request not appearingSummary: Hi all, In HR Help Request Service request is not visible and same is there in report of list of service request. Please let me workaround to fix this issue. Th…
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Data import to the Knowledgebase using REST APIHas anyone attempted to perform a data import to the Knowledge Base using REST API? If so, could you share your experience regarding the ease of use, challenges faced, a… -
Deleting SR in Help DeskSummary: Hi Folks, SR was created few months back now service request is not visible but it was there on the report of Active-SR Is there any possibility or workaround t…
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Learning past due alert sends notification after completion statusSummary: We have created filters to catch any past due alerts, but a notification still goes out after the course has been completed. Content (required): Version (includ…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Mass Load Help Desk Tickets from another vendorSummary: We are using an existing help desk solution today and we want to load the active and historical tickets into HR Help Desk. Is is possible to load these tickets …
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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Queue Routing Rules based on SR Title/SummarySummary: Queue Routing Rules based on SR Title/Summary Content (required): Hi Experts We have use case from a customer where we need to define queue routing rules based …
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Need clarification on User Subscription utilizationSummary: Will the Inbound Email communication be considered as a separate user and utilize one user subscription license Content (required): Hi All, This is for my basic…
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Read Only CheckboxesHi, when a checkbox is set to read only, the value displays as On/Off. This doesn't make sense from a user point of view. Is there any way to change this to display as Y…
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Integration between Appointment Task and the Activities updatesSummary: When Appointment task has been added to Help Desk Request, the meeting schedule will be created in the 'Activities' work area from where we can trigger the meet…
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Notification to agent when SR marked as CriticalSummary: Notification to agent when SR marked as Critical Content (required): I have configured the email template and Object workflow with following condition. However …
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Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H…
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My Knowledge search not allowing space bar to workSummary: Hi all, When searching for or editing knowledge articles the space button does not work and Cannot use the space bar in My Knowledge. let me know for any possib…
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How to change the Queue managerSummary: How to change the Queue manager Content (required): Due to leavers and movers, we need to change the Queue Managers in Help Desk. Could you please share the ste…
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Is it possible to trigger a survey once HR helpdesk ticket is resolvedSummary: Is it possible to trigger a survey once HR helpdesk ticket is resolved Content (required): We have a requirement from customer if surveys are possible. Is it po…
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Need some clarifications in enabling Redwood HelpdeskSummary: Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Pleas…
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Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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Is it possible to configure the milestones based on the categorySummary: Is it possible to configure the milestones based on the category Content (required): I am trying to explore if it is possible to configure the milestones based …
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What causes a Position Sync to turn off?Summary: *Synchronize from Position turning OFF without reason Content (required): To my knowledge, all HCM roles are assigned to position sync ON. However, even with th… -
How do I upload data to HR Help Desk to integrate Knowledge documentation?Summary How do I upload data to HR Help Desk to integrate Knowledge documentation? Content (required): I need to upload data into HR Help Desk. Can I do it with HDL or F…
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Navigation panel for Affected Party name fieldSummary: Is it possible to have the navigation panel to Affected Party Name field similar to the field Primary Point of Contact field has this feature? Content (required…