Service Request Management
Discussion List
-
use cases for action plansI would love to hear from other customers what they are using Action Plans for. What are some use cases? Has it been helpful, etc.? -
Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
-
Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…
-
Unable to see custom field filters in Redwood Case management and HR Help desk list viewSummary: I have created custom fields in application composer but they are not pushing through to the Redwood HR Help Desk and Case Management filters on the list page A…
-
Case Management - Documents vs AttachmentsSummary: Difference in functionalities between Documents (Case Management) vs Attachments (HR Heldpdesk) Content (required): Hi Team We want to understand the difference… -
Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
-
Is there a way to copy the entire SR content and create a DOR of the same.It is a client's requirement to copy the entire SR content and create a DOR of the same, so that it is tagged to the employee.
-
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
-
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…
-
Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
-
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…
-
Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
-
How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…Chandra Shekhar Narayan 56 views 5 comments 0 points Most recent by Chandra Shekhar Narayan Help Desk
-
Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …Evelyn Orozco-Oracle 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
-
Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
-
Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
-
Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
SRs did not get assigned to a queue even after running the Service Request Queue Assignment rulesSRs did not get assigned to a queue even after running the Service Request Queue Assignment rules, Oracle suggests using UI, REST, Batch REST to assign these SRs to a qu…
-
How can I auto-populate the content of subject and problem description field in HR Helpdesk?Summary: There is a requirement to auto-populate the content of subject and problem description field while creating a service request in HR Helpdesk. Can someone please…
-
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…
-
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 …
-
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
-
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…
-
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…
-
Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
-
HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa…