Configuration
Discussion List
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes… -
When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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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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Notification of journey assignment in HCM does not arrive by mailSummary: You have the following journey Assigned to employee HCM Notification But it does not reach you by mail Revised notification settings The user has mail assigned …
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Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
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Splitting subject and message content under message groovy scriptHi Team, I created below groovy script to send the email notifications for message. However, I am not able to split the subject and message content. I created map.put fo…
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In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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Is it possible to enable auditing on custom fields created on service requests and in case managemenSummary: We are implementing HR Help Desk with Case Management and we are configuring a large number of custom fields for both the service request and the case, we requi… -
Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Oracle HCM multiple log in attempts neededSummary: We have Company Single Sign On enabled at our organization but for SOME users, they need to click on "company single sign on" MULTIPLE times before they can suc…
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Can we increase the character length to 1000 in per_periods_of_serviceSummary: Customer wants to increase the character length to 1000 in DFF which uses table per_periods_of_service , requested review of the existing flexfield fields in th…
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Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
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How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu… -
Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
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Charges for installing Language Pack Plan in Oracle FusionSummary: There may arise a need in future where the client needs a different native language for Oracle Cloud Console. The navigation, menus, login screen and other feat…
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Next Gen HR Help Desk default email addressSummary: When agents compose an email, we want to set the default address used. Content (please ensure you mask any confidential information): When agents compose an ema…
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Article dynamic link in email is taking user to home pageSummary: I have configured the ARTCILE_LINK dynamic link for the specified Business Unit and the added the external url, but the url is taking the user to the home page …
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Next Gen: NO Notification or Email Trigger to employee when SR raised in HR HelpdeskSummary: Hi All, Next Gen: When an SR is raised in HRHD by an employee, the employee is not receiving any email or in-app notifications, Its bit critical could you pleas…
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Why is 'Service' visible to HR Help Desk AgentsSummary: We are currently implementing HR Help Desk next Gen, I have copied the seeded Next Gen Human Resource Help Desk Agent and Case Worker roles, and completed the c…
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SVC_EVENT_HISTORY_DAYS_TO_KEEPSummary: We have a requirement to maintain all history, how do we bypass this profile option, what is the max value that can be entered, or should I leave it blank? SVC_…
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'Primary point of contact' field contains inactive users.Summary: Hi Noticed that "Primary point of contact" contains a inactive users also in service request, Can anyone please confirm is this expected functionality. Regards …
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Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show…
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How to check if email triggered to employeesFor HR transactions or journey related transaction, we can check if email triggered or not. We can check under transaction console or BPM workflow area or alert history.…
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Next Gen HR Helpdesk Admin does not have access to Primary Contact and Assigned to fieldsHi team, When Creating/ Editing a case, Admin does not have access to these fields: Assigned To Primary Contact Already added HR Analyst to the role and ran processes Al…
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Renaming JobsI'm working on a project to switch the Job Name and Job Title fields in our Oracle HCM setup. I want to make sure I'm considering all potential impacts and recommended s…Neno Kolonich 21 views 1 comment 0 points Most recent by Aliasgar Khambhaty-Oracle Human Capital Management -
Can we disable/bypass auto-resolving SR in 'waiting' status and auto-deletion of 'Closed' SRsSummary: We do not want to the system to automatically resolve an SR that is in a 'Waiting' status, is it possible to disable this feature. Our Agents will manage this m…
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…Claudia Gregorio 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…Pernel Dela Pena 33 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk