Service Request Management
Discussion List
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What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic… -
How to make “Reopen Reason Message” required for “Reopen Help Desk Request” actionSummary: We have a requirement for our HR Help Desk setup to make the Reopen Reason Message mandatory when an end user uses the Smart Action “Reopen Help Desk Request.” …
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New Users to Help Desk Request Queue Not Getting Emails on New SRsSummary: We have added new users to one of our Help Desk Queues and removed one user, and the emails getting triggered for new SRs are still using the original distribut…
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Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
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Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 12 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service -
How can HR Help Desk Agents view the Primary Contact's language preference in an SR?Summary: Our Canada HRHD Agents are required to respond in French to any users who indicate French is their preferred language for communication. They are currently havi… -
Closed HR Help Desk requests are not deleting when the Schedule Process runsSummary: I have set up the 'Closed' HR Help Desk requests to be automatically deleted every Friday evening but they still remain in the HR Help Desk list page. When the …
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restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…
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External Email Contacts Not Captured in Contacts Section on HR Help Desk RequestSummary: Oracle state the following “If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a ma…
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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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…
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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
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Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…
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Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…
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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…
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How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both…
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Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr…
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Does HCM KM have an request intake feature?Summary: Implementing in our environment next year, and trying to streamline knowledge article requests. I wonder if HCM knowledge management has a content request intak… -
Does the SVC_HRHD_IN_WAITING_DAYS only update SRs that are in the Waiting status?Summary: We are testing the auto resolving/ closing processes, and I wanted to clarify a couple of things: The SVC_HRHD_IN_WAITING_DAYS does this only update the waiting…
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje…