Configuration
Discussion List
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Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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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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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the…
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Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe…
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How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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Emails and notifications are not consistentSummary: We have created workflow objects to trigger emails, and we have also created server scripts to trigger web notifications. Recently during testing, we noticed th…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…SrikarVishnubhotla 14 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
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Grant Subscription Management/ Entitlements Management access to Next Gen Help Desk AdministratorSummary: @Lisa Wilkes-Support-Oracle Next Gen Help Desk Administrator should be able to access Subscription Management to set/reset Agent's Holiday Calendar. What role/p…
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'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
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Approval workflows feature for Redwood HR helpdeskHi Experts, I need some advice. Are approval workflows available in redwood HR helpdesk, eg an employee raises a request which requires approval from their manager. Has …
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Cannot add households or contacts to casesSummary: We are using the HR Help Desk default stripe for Case Management. We are unable to add additional contacts that do not exist in the system on the case. The clie…
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Not able to select 'Automatic' - creating a QueueWhen creating a queue in Helpdesk, the option for Distribution is disabled. Not able to select 'Automatic'. The default is 'Manual'. Can anyone help on this.
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Queue is not automatically updating upon changing Primary Point of Contact in Classic HelpdeskIssue: Queue is not automatically updating upon changing Primary Point of Contact in Classic Helpdesk Steps to Replicate: Login to system Go to Help Desk > HR Service Re…
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Required role/privilege name to get 'Help Desk Requests' option under HelpdeskSummary: I don't have 'Help Desk Requests' option under Help Desk .I want to know role/privilege name to get Help Desk Requests option under Help Desk Kindly share me if…
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Hide the name from Knowledge articlesSummary: Hi experts, I am aware that in further release this functionality will be finally implemented and all Knowledge Article's names will be removed. This is where t…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Is it possible to add a value to the Action 'Status' list of valuesSummary: Is it possible to add a value to the Action 'Status' list of values, what is the name of this lookup? If you add a "Task" action to a SR or Case, and click on E…
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How can I change my language preference in my Cloud Customer Connect Account?Summary: How can I change my language preference in my Cloud Customer Connect Account? Content (please ensure you mask any confidential information): How can I change my…
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Issue with Scheduling Option for Service Request Queue AssignmentHi, We have a specific user who sets up processes, but for this particular process, they are unable to select the schedule option (plan). Even when it is selected, they …
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How to show field "Queue" in Create Internal Helpdesk requestSummary: show field "Queue" in Create Internal Helpdesk request Content (please ensure you mask any confidential information): We need to show the filed "Queue" in Creat…
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Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir…
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Document Types not getting visible on the Employee Record through Admin Login after they were added.We have created and updated few benefits document types and on these we have created a Application rule for triggering notification to the BEN ADMINS once any of the emp…
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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…
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Redwood Next Gen Help Desk on Mobile AppSummary: Struggling to get Help Desk tab or the My Help application to appear on the springboard. Having read the implementation guide, in regards to the My Help applica…
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Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…