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Discussion List
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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… -
Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o… -
Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t… -
Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you… -
Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,…
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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 the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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can we create assignment routing rule on basis of grades in oracle hcm helpdeskCan we create Assignment routing rule on basis of Grades in HR HELPDESK.
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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… -
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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IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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The Primary contact column appears blank in HR Help Desk for RedwoodSummary: The Primary contact column is not listing the person associated with the request. I have enabled the Primary Contact via Adaptive search and run a full publish …