Configuration
Discussion List
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what rolesprivileges required to call following REST API-/hcmRestApi/resources/11.13.18.05/locationsSummary: what roles and privileges required to call following REST API-/hcmRestApi/resources/11.13.18.05/locations Content (please ensure you mask any confidential infor… -
Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
Action Plan Templates - Actions to be triggered based on custom fieldsSummary: Action Plan Templates - Actions to be triggered based on custom fields Content (please ensure you mask any confidential information): We have a requirement to c… -
Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"…
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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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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… -
REST API to get configuration details of 'Manage Integration of Additional Applications'Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Oracle Fusion HR Help Desk-Category creation on the basis of legal entitiesHello Team, Categories in HR Help Desk are created on the basis of business units. Is it possible to add legal entities as a field there as well? Will it be possible to …Rajaraman Subramanian 11 views 3 comments 0 points Most recent by Rahul-Singh-Support-Oracle Help Desk
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Object Workflow to Update Tickets Processed from EmailSummary: Object Workflow rule to update tickets processed from email based on detailed description/email body text. Content (please ensure you mask any confidential info…
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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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Primary Point of Contact: Address Country field shows incorrect data on helpdesk requests pageThe field is pulling the country of 'primary point of contact' from the first assignment record. For example, if Person X started in Egypt and is now in the UAE, the cou…
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Trigger milestone once assigned to agentSummary: Hi all, Is there a way to start a milestone from counting down once the service request has been assigned to an agent. The predefined resolution milestone attri…
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Is it expected behavior that we cannot update a case after it has been closed?User want to be able to reopen a case but there is an error that says we cannot update a closed case. can we edit the configuration in case this is not expected.
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Milestone by category - calendar not appearingSummary: I have an availability calendar configured but we are only seeing numbers in the calendar. Please see screenshot attached. Content (please ensure you mask any c…
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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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Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
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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…Suresh Subramaniyam 41 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
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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Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
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Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
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Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
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Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…Paul Howard-Miller-237778 741 views 7 comments 0 points Most recent by Rajaraman Subramanian Help Desk
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Need Query for Fusion ESS processes with Notification type identifiedSummary: Need a query to list all Fusion ESS 'parent' scheduled processes, identifying the following for each waiting 'parent' processs: process id, process name, and fo…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
Receiving duplicate emails for the same updatesHi Team, I have written the groovy script for MessageTypeCd ORA_SVC_RESPONSE and ORA_SVC_CUSTOMER_ENTRY. When there is a message updates, it give the notification only o…
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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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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…