Agent View
Discussion List
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List of Actions display at the bottom of screen in Case ManagementSummary: The Action Plan list is now displaying at the bottom of the page within the Case Management form. Before it was appearing at the top? Is there anyway I can brin… -
SmartActions as actions types aren't working as expectedSummary: In 25A there was a fab new feature allowing us to configure Action types as SmartActions, this made the action plans really powerful when a task was to add a do…
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HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
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Next Gen Helpdesk issues with resolution code and OutcomesSummary: Hi All, We have migrated to next gen helpdesk, and we noticed that the outcome is not showing respective resolution code value in the drop down, we also tried c…
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Drag and Drop attachment isn't working in Help Desk or Case ManagementSummary: We are getting an error when we use the Drag and Drop attachment functionality in HR Help Desk and Case Management, this seems to be only happening since 25D we…
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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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HR Help Desk record summary not displaying all attachment addedSummary: An issue was raised by a client regarding the Summary page only showing one contact even though multiple have been added. I noticed the same behaviour happens w…
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
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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Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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Can we add additional columns in the Help Desk Requests screen?Hi all, Is it possible to add in additional options under 'Manage Columns' in the Help Desk Request screen for HR Agents? For instance a custom field, or other seeded fi…
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How can we create Multiple field for Category, when we have subcategory?There is a requirement to create Sub Category and Child Sub Category fields. The available values in the Sub Category field should depend on the selected Category value,…