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Discussion List
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able… -
AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
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How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…
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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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guardrail not working fine for multiple agent rather than how it works in single agentSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Configure Status to show limited list of values depending on Case Type selectedSummary: Is there a way to limit the list of values in the Status field depending on the Case Type selected? For Instance in Case Management, if the Case Type selected i…
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When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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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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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…
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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… -
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…