Service Request Management
Discussion List
-
Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces… -
Is it possible to add milestones to Case Managment?Summary: For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specif…
-
HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
-
Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S…
-
Time Remaining incorrect when milestone status is pausedSummary: Since 23C has been applied, we have noticed that the when the Service Request is placed in a Waiting status and the milestone is paused the time remaining displ… -
Agents can manage and modify only THEIR OWN Service Requests?Summary: 1) Would it be possible that Agents can manage and modify only their own assigned Service Requests? 2) Is point 1) doable if Agents are able (and have the role)…
-
External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
-
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…
-
Next Gen Help Desk - Queues Not Updating in Landing Page; Can't Filter by QueueWe have an issue where Queues are not updating or displaying in our Help Desk Requests landing page. Due to the Queues not updating, this in turn seems to cause the sear…
-
Code to trigger notification when internal note is added to SRSummary: Code to trigger notification when internal note is added to SR Content (required): We have a requirement to trigger email notifications to assigned person whene…
-
What is the role that enables the functionality of assigning SRs to both oneself and others?Summary: hy, What is the role that enables the functionality to assign SRs to both self and others whenever I remove the ORA_SVC_HR_SR_ADMINISTRATION role I can no longe…
-
Sharing Tips on Automating HR Help Desk Request WorkflowI would like to share my latest blog post with this community. In this post, I dive deep into the process of automating the HR Help Desk Request workflow using Oracle HR… -
HR Help Desk Agent -> Already A resource but getting an errorSummary: We have created several help desk agents for testing, assigned them the corresponding Next Gen Help Desk roles, have assigned them as a resource and incorporate…
-
why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that…
-
How long do SRs remain visible in Request found?Summary: Having opened SRs, when I search for a topic in My help (What do you want to do today?) the search based on SRs also appears, how long do they remain visible? h…
-
We are looking for any possibility where we can generate Deeplinks / External URL for a custom pageSummary: We are looking for any possibility where we can generate Deep links / External URL for a custom page which we have created. We want to use that link in one of t…
-
Time Remaining - Column / Logic from tablesSummary: To identify the column from tables or the logic used to display Time remaining as shown below: Version 23B We have a requirement that needs the report to displa… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed …
-
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…
-
HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
-
Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
-
How can I disable the Out of the box email - Milestone notifications?Summary: Hi, I have enable the milestone notifications for HR helpdesk service request. I am additionally receiving the 'OUT OF THE BOX EMAIL - First Response Metric exp…
-
How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
-
How to set capacity of agents individually in NextGen HelpdeskSummary: Manage Queues for HR Help Desk Requests provides you to set the capacity of a queue. Where can we set the capacity of agents individually? Content (required): I… -
HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
-
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… -
Help Desk Outbound Emails do not always display in Inbox (inconsistent issue)Summary: Hello, We've been testing HR Help Desk (Next Gen) for a new implementation. During our most recent testing we noticed that the Automatic Acknowledgement email d…
-
Queue assignment rulesSummary: Hi Team, We have requirement to define the queue assignment rules based on two different rule set. 1. Based on category & Legal Employer of the primary point of…
-
Additional Contact Messages and Responses visibilitySummary: Our client is wanting to understand what visibility the additional contact on a SR would have, particular around messages to the Primary Point of Contact from t…