Service Request Management
Discussion List
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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… -
Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
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…
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Change management in HR HelpdeskHai Team, Do we have any option to enable change management in HR Helpdesk? currently we can create the service requests which is a type of incident but Do we have any o…
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Is it possible to add additional fields fields in SR page without VBCSSummary: We would like to add few additional fields on Service Request page. Is it possible to add additional fields fields in SR page without VBCS? Content (required): …
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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…
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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…