Configuration
Discussion List
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau… -
Redwood - Next Generation HR help Desk Roles and Access Groups of type 'System group -role'.Summary: I have copied the next generation hr helpdesk roles and saved the new roles and assigned them to users. Under Manage Sales and Service Access I have enabled the…
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Migrate custom standard lookups into new environmentSummary: I have created custom standard lookups in a specific environment and I want to migrate this into another environment. Recreating several lookup's is quite time …
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HR Help Desk agents should not be able to create requests from the Agent UISummary: We have a requirement where a specific group of HR Help Desk agents should not be able to create requests from the Agent UI. Only a designated group of agents s…
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Unable to retrieve content. Additional information for "Remote Region errorSetup & Maintenance > Manage Resources > Add > enter resource name (emp name)> select 'Employee' in the usage box
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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… -
External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
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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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HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
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Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…
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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
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HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
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Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…
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NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…
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Can we default to last 30 days as lov value in BPM worklistSummary: Hi Team, Currently when we open BPM worklist, by default its shows last 7 days data as its get select in LOV. Can we default LOV to last 30 days or all? Content…
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Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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Unable to amend HRHD Profile optionsSummary: I have assigned myself Next Gen Administrator priv but I am still unable to edit the Profile options below What permissions do I need to be able to edit this pl…
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Can we make Affected Party mandatory?Hi all, I cannot find a way to make Affected Party mandatory. If I try to do this in Application Composer, it always fails to save due to "Provide a valid value for Affe…
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Helpdesk LinkedIn Channel visibilitySummary: In Helpdesk when we try to create or edit the helpdesk request, we are seeing Linked in as a new option in the Channel. It is there in all non-production pods j…
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Can we modify the banner warning in redwood for mandatory fields?Summary: We need to modify the content of the banner warning which is displayed when a conditional mandatory field(category) is not filled in by the agents. Content (ple…
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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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hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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Work vs. Personal Email for Pending Workers in Oracle HCMIs it possible to create a pending worker with a work email address in Oracle Fusion HCM? If best practice is to use a personal email at this stage, how is the user acco…
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
How do I set a prefix for SRs in NextGen HR Help Desk?Summary: We need to set a prefix value for SRs in NextGen HR Help Desk but it doesn't seem like there is a prefix profile option specifically for NextGen HRHD. What I me… -
OTBI Agents directed to HR Help Desk email channel to create SRsSummary: Hi, My client has a number of OTBI Agents set up to send notifications to the HR ops team to action things such a DOB, Marital Status and Gender missing from pe…
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Not able to see Redwood Case Queues - ORA-00001 ErrorSummary: Hi all, I had successfully implemented the queues for cases as part of the 25C release in a previous environment for our client. However, in our TEST environmen…
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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl… -
As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…