Service Request Management
Discussion List
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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 …
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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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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…
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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):…
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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… -
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… -
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…
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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…
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Does a change of category by an Service Request help desk agent trigger a queue change?Summary: Does the change of a category from the SR edit page made by an HRHD agent trigger the change of the queue? Content (required): If an agent change the SR's categ…
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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… -
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…
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How can we trigger a notification to the person assigned when there is an update on the SR?Summary: Requirement: How can we trigger a notification to the person assigned when there is an update on the SR? Foe example, if an internal note is added to the SR. Co…
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Inactive assignments of an employee are currently being displayed in the HRHD Agent UISummary: Inactive assignments of an employee are currently being displayed in the HRHD Agent UI, which can be confusing for users. Specifically, when creating an HRHD re… -
How to create a Descriptive Flex Field in HR Help Desk - Create Service Request PageSummary: Hi Team, We have a requirement to create a Flex Field of Username in Create Service Request Page. But, I'm not knowing which Module or Name I should choose to c…
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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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How to set up a Notification to go to users when they Create a Service Request?Summary: We want to set up a auto notification for when a user creates a service request they automatically receive a notification as confirmation displaying basic info … -
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… -
How can I restrict uploading certain types of files in HR Helpdesk requests?Dear Oracle Community, I hope this message finds you well. I have a question regarding a feature for our HR Helpdesk Requests system. We want to restrict the types of fi…
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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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HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
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…
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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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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…
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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…