Service Request Management
Discussion List
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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… -
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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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 … -
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…
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Integration between Appointment Task and the Activities updatesSummary: When Appointment task has been added to Help Desk Request, the meeting schedule will be created in the 'Activities' work area from where we can trigger the meet…
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Getting Error response during RestAction on Adding Manager on a service RequestSummary: When we edit a service request and click on Add Manager we get the error Error response during RestAction Content (required): The primary point of contact has M…
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Is it possible to configure the milestones based on the categorySummary: Is it possible to configure the milestones based on the category Content (required): I am trying to explore if it is possible to configure the milestones based …