Service Request Management
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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Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
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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Customize error message when mandatory field is not filled by emp created in Application ComposerSummary: When "Management Information" category is selected in Service Request, additional fields will be captured on creation page of Service Request which are mandator… -
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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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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How to track field level changes. Some kind of auditSummary: Is there a way we can track the field level changes on the employee SR page Content (required): For example if we make change on the status field. Lets say we m…
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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… -
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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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c…
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Can we embed Intelligent Advisor interview into knowledge articleSummary: Hi Team Can we embed Intelligent Advisor interview into knowledge article Content (required): As per the oracle documentation, it says It is possible to embed I…
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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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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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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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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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Getting Error response during RestAction on Adding Manager on a service RequestSummary: When we edit a service request and click on Add Manager we get the error Error response during RestAction Content (required): The primary point of contact has M…
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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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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…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…