Agent View
Discussion List
-
Employee Search screen displaying pending worker recordsHi all, The 'Employee Search' quick action for HRHD is currently displaying both Employee and Pending Worker records. Is there a way we can restrict this to only display… -
Missing Burger Menu Button for Smart Text CreationSummary: Missing Burger Menu Button for Smart Text Creation in Oracle Release 24D Content (please ensure you mask any confidential information): Hello everyone, Since th… -
Copy value of Primary Contact into a custom fieldSummary: On the Case Management landing page, the Primary Contact and Primary Contact: Name columns are not showing any values, even though a Primary Contact has been as… -
Queue is not automatically updating upon changing Primary Point of Contact in Classic HelpdeskIssue: Queue is not automatically updating upon changing Primary Point of Contact in Classic Helpdesk Steps to Replicate: Login to system Go to Help Desk > HR Service Re…
-
Exception during RestAction error in the Case page after 23D upgradeSummary: Exception during RestAction error when creating a case Content (please ensure you mask any confidential information): Case page is not working as expected. Exce…
-
How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
-
Configuring custom milestones. Why is action button greyed out?Summary: I am adding an additional entitlement type. I should be able to make a custom HR Service Request Subscription Entitlements but the action button is greyed out. …
-
REPLY action/button is not visible in Messages of Classic HelpdeskIs there anyone knows how to enable or display the REPLY action/button in Messages of Classic Helpdesk? Is it possible? Hope anyone is able to help me on this. Thanks in…
-
How can I get a list of all the resources created in the system for the helpdesk?Summary: Is there a method to get a list of all the resources? Content (please ensure you mask any confidential information): Version (include the version you are using,… -
After 24C, No Tickets Display for Help Desk Users, Managers and AdministratorsSummary: Hello! We are testing the 24C patch in our Dev environments. Two separate dev environments have the same behavior - no tickets are showing up for users, manager…
-
Query to HRHD Service Request Agent Assignment detailsSummary: Need a query to pull details of a SR being assigned and transfered and start and end time of 'assigned to' a helpdesk agent. If there is a way to create an anal… -
Time Remaining incorrect when milestone status is pausedSummary: Since 23C has been applied, we have noticed that the when the Service Request is placed in a Waiting status and the milestone is paused the time remaining displ… -
Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
Outbound Email Subject DefaultSummary: Is it possible for the email subject line to default to the SR number or SR Topic/Question when replying within an SR? Content (please ensure you mask any confi…
-
Can an Internal Help Desk update the Installed Base assetSummary: We are using Internal Help Desk. We are not able to update/change the Installed Base Asset from the Manage Help Desk Requests page. Is this standard functionali… -
BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
-
Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add … -
Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
-
update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
-
manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes…
-
Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
-
Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
-
A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
-
Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
-
Next Gen HR Help Desk default email addressSummary: When agents compose an email, we want to set the default address used. Content (please ensure you mask any confidential information): When agents compose an ema…