Category 691
Discussion List
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Default Severity by CategorySummary: We have identified 3 categories that should always default to high severity. When the Service Request category is changed from a low severity category to a high… -
HR Help Desk Service Requests are not getting created from inbound e-mails as expected.Summary: i went through Oracle Documentation - Doc ID 2524716.1 . SVC_INBOUND_EMAIL_ADDRESSES = pod_name-t[email protected] in…
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Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Not able to hide "Subject" tabSummary: Hello, I am not able to hide "Subject" tab within the Service Request's details page The customer requires to hide this tab as it is meaningless and misleading …
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We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol…
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SR not being assigned to a queueGood morning, I'm not sure if anyone else has experienced a similar issue? For some reason when a SR is being raised on occasion it is not being assigned to a queue and …
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Generate Appointment Reminder process replaced?Summary: Could you please confirm if the Generate Appointment Reminder process has been renamed Generate Activity Reminders? I'm trying to schedule Generate Appointment …
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Is there any way to find the Privilges for the Particular page/ActionSummary: Hi , Is there any way to find the Security Privileges for the Particular page/Action. For Example, I did not have access to check the Scheduled Jobs for the par…
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"# of Open HR Service Requests" We are unable to achieve the open requests of <24 hours, <48 hoursSummary: 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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How can I modify a Saved Search for HR Help Desk (NextGen) Agent ViewSummary: We are running through a first run of implementing NextGen HRHD. On the Agent Request landing page (https:///fscmUI/redwood/helpdesk/list-hrhd?entity=HRHDServic… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
Why don't I get the changes to display the employee's full name in Spanish on the main screen?Summary: Changes were made so that the format of the name appears complete, NAME, PATERNAL LAST NAME and MATERNAL LAST NAME, but these changes are only reflected in Engl…
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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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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Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
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Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
How do we make it so that the manager cannot send the assessment until the participantshaverespondedSummary: In the 360° evaluation, the employee performs a self-assessment. And selects its participants When the manager performs the evaluation and sends The evaluation …
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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…
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When will Oracle decommission Help Desk - Classic UI?Is there a plan to decommission the Classic UI for Help Desk and if yes, by when?
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Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks Gianfranco
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How to set Assigned To field as RequiredHi Experts, I need your advise on setting Assigned To field as Required. Here is a screenshot of the same. I tried sandbox, but Page Composer option is unable to achieve…
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Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…