User Experience
Discussion List
-
What role is needed to assign resources to the team on the SRSummary: I am having an issue where agent and manager roles are not able to search and add resources to the ticket. It produces no search results unless they have the ad… -
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
-
How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
-
How can HR Help Desk Agents view the Primary Contact's language preference in an SR?Summary: Our Canada HRHD Agents are required to respond in French to any users who indicate French is their preferred language for communication. They are currently havi… -
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 …
-
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…
-
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…
-
Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom…
-
Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
-
Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
-
Need help creating Teams integration for HRHD.I am trying to create Teams integration for HR Helpdesk but i am stuck in the first step itself wherein a new app has to be created in teams. Can someone please help by …
-
Can we default to last 30 days as lov value in BPM worklistSummary: Hi Team, Currently when we open BPM worklist, by default its shows last 7 days data as its get select in LOV. Can we default LOV to last 30 days or all? Content…
-
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…
-
Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
-
Is it possible to merge two Users in Cloud Customer connect ?Summary: I need help mering two accounts, one which got created when I was working in Oracle and one which got created in current company ? Content (please ensure you ma…Venkat Jagan Pakala - Costing 25 views 1 comment 0 points Most recent by Om Yadav-Oracle Identity and Access Management
-
Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
-
Helpdesk LinkedIn Channel visibilitySummary: In Helpdesk when we try to create or edit the helpdesk request, we are seeing Linked in as a new option in the Channel. It is there in all non-production pods j…
-
Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
-
What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
-
CVE-2025-61884 Advisory for Oracle E-Business SuiteSummary: Hi, Our client is using Oracle Fusion Cloud instance. They have received the notification on CVE-2025-61884 Advisory for Oracle E-Business Suite (Doc ID 3107176…Sugirtha 144 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Applications Security
-
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 -----…
-
Is it possible to customize the FUSION Saas Application URLSummary: Is it possible to customize the Fusion Saas URL Content (please ensure you mask any confidential information): Version (include the version you are using, if ap…ramchandra 26 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Applications Security
-
How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
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 …
-
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…
-
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…