Service Request Management
Discussion List
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Standard Dashboard Knowledge Management ViewsSummary: Running the standard dashboard "Knowledge Manager Views" and setting the filter Show View: SR Links here I have this graph Doing some data comparison between th… -
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… -
How to import Inline Attachment via Import management?Summary: In some cases, HRHelpDesk Request related messages contain attachments that are inserted within the body of the email or message. We need to import inline attac…
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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…
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Query/Table to fetch RulesAppliesif field under Conditions section of ManageServiceAssignmentRules?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot. -
Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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Where to find email text when a SR is created or logged in HRHD ?I have to change the text in the email that gets sent to user whenever an SR is created. Where do I find the email text to make changes on it when a SR is created or log…
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Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa…
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Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
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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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
Mass assign SR that have not been assigned to a resourceSummary: Currently we have many SRs that are in a queue but have not been assigned to a resource, a change will be made in the capacity of some resources so that they ca…
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where to find Manage Capacities(Enable Channel Capacities To Be Overridden) flag in backend?Please help me to find the tables for above snapshot.
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Where to find this fields of AttributeDetails under ManageServiceAssignmentobjects of HrHelpDesk?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot.
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where we can find these field in backend tables?Navigation : My Enterprise > Offerings > Service > Opt-In Features. could you please help me to find the Field as mentioned in the above snapshot?
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HR Help Desk, Service request assign to an agent in the queue but the agent is the RespondentSummary: Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the que…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena…
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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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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… -
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…
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Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
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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…
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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)…
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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…
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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…