User Experience
Discussion List
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Why am I not able to view any tickets in help desk queue with in test environmentMy security access in production environment matches test, but I can view all help desk tickets in production and none in test environment. Can anyone give me some advic… -
Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
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Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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In the Next Gen agent landing page are we able to enable a search filter for Person/Worker number?Summary: I am working with a client who uses Person/ Worker numbers to identify staff, it is widely used and users know to use it when requesting support across HCM. My …
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Attachment restriction in Expenses moduleSummary: I just want to confirm the restriction in attaching documents in Expenses module: How many attachment is allowed? What is the maximum limit size of documents yo…
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Seeded role tagged to user in created by column in backendSummary: Hi Team. Oracle has created seeded roles as part of 25C, but when we check those roles from backend its tagged to user as created by Query: select * from ASE_RO…REDDI_GH 21 views 4 comments 1 point Most recent by Andrada-Oracle Fusion Applications Administration
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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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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Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
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Apply two patch sets at same timeSummary: We are currently on patch set 25A. We have a number of new business units and modules going live in October/November time frame. We were wondering if it would b…
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Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
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Required cookies prevent app users to see full contentWe’d need assistance regarding an ongoing issue with the Help&Contact page handling in the AEGEAN app and mobile browser for the logged-in users. More specifically, when…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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How to see full list of multi select values (Help Desk Redwood)Summary: I have a created a custom multi select field in HR Help Desk Redwood and the client have asked that all the values be displayed as they wouldn't know that other…
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Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
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Celebrate - Admin access to award or redeem points in CelebrateSummary: We are looking for a solution where the points can be awarded centrally by HR Specialist / Admin users. Currently a manager can award or recognize anyone from t…
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How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Issue with Language Setting Automatically Switching to English in Release 25AHello, I have noticed an issue after updating to the new release 25A of Oracle Help Desk. When I set the login language to Italian, everything seems to work correctly. H…
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how to do different sequence Asset numbering for multiple business units in oracle fusionhow to do different sequence Asset numbering for multiple business units with different asset books if the option available in oracle fusion
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Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
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How to change names in helpdeskHi, We are facing an issue where all names displaying in helpdesk (contacts, assigned to, and team members) are pulling in the user's full legal name. We would like to c…