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Discussion List
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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… -
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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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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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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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…
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Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
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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… -
How to hide duplicate actions in the HCM navigation list in HR HelpDeskSummary: My client wanted to be able to view the Person record from the HCM Navigator in HR Help Desk so they can check DOB, Address etc if Primary/ Affected contacts ca…
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Is it possible to default any one email channel in Help Desk for composing the email.We have multiple email channels configures under 'support' purposes, but while composing the email from help desk page we wanted to set "Ask-HR" email channel as default…
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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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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset ID isn't valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Email from profile option set up to custom email address it is populating external flag with emailSummary: I changed the profile option SVC_OUTBOUND_EMAIL_FROM from noreply@oracle.com to other email, now when the acknowledgement emails are coming after raising an SR …
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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 default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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HR Help Desk - AI assist generative content can't be createdSummary: I am trying enable this feature: "Generate Resolution Notes when Resolving the Help Desk Request" (https://docs.oracle.com/en/cloud/saas/readiness/service/25b/s…
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Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
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Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Is there a way in Case Management to search Cases by Affected party Case Contact relationship type?Summary: My client uses Affected Party to search for SRs and Cases in their current system, they are currently implementing HR Help Desk and Case Management and I can't …