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Discussion List
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How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u… -
Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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Using Actions - Creating a HR Help Desk Request with PPOC and Affected PersonSummary: We are using the Action of creating a HR Help Desk Request to effectively create a child SR. However, we do not see in the list of attributes the Primary Point …
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…
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Guided Journey (and AI agent) not visible on actual page but visible in Oracle Visual BuilderSummary: Hi, I have created an AI agent (for MFG Operations but I think that's not relevant). Then created a guided journey 'OPERATIONAL_PROCEDURE_GUIDE' and associated …
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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There is data in the custom fields in OTBI but they are not showing in the UISummary: We have created a number of custom fields in Case Management for different case types and we are migrating data over from a legacy system. Most of the data has …
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Prebuilt data models for managing Grievances and Disciplinary CasesSummary: Prebuilt data models for managing Grievances and Disciplinary Cases Content (please ensure you mask any confidential information): Hi Team - this is regarding t…
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Groovy script is not working for the Help Desk Triage Agents.Hi , I am configuring the Triage Agents and Resolution Agents in my system but the groovy script is not working . I have configured the below groovy script under Help De… -
Case Manager role not able to see case conversations that have been migrated from legacy systemSummary: My client is going live on Monday with HR Help Desk and Case Management, we are migrating over their current SRs and Cases from their legacy system and have als…
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How to Redisplay Action Bar in Help Desk Service Request PageSummary: Several of our Help Desk Agents (one Admin included) no longer see the Action Bar when they click into a Reqest. When I log into a non-production pod as that sa…
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Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
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Relationship value is failing to update when items are addedSummary: When adding items to the Relationship section in on the Case Management form the value is still showing as 0. This has been tested on both Edge and Chrome brows…
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Is there a way to “recall” an email correspondence sent out from Helpdesk?I would like to know the best practice how to “recall” an email correspondence sent out from Helpdesk by Agent. Agent sent mail using outbound to recipient but sometime …
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…