Category 691
Discussion List
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Live Chat - Access to Interactions as an EmployeeSummary: Hi All, We have enabled the Live Chat feature and its working for us without any issues. However, our client wants to show the interactions to employee as well.… -
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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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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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Unable to View All Work Order Requests Despite Role AssignmentsSummary: Hello Community, A user has been assigned both the Internal Help Desk Manager and Internal Help Desk User/Agent job roles. However, the user is unable to see th…
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Missed Help Desk Live Chat NotificationSummary: When an agent misses a Help Desk Live Chat, a seeded notification is triggered. When clicking the link of the notification, a blank page loads that seems to rou… -
Redwood HR Help Desk 25D: Hamburger Menu Is Not Allowing Navigation Out Of Help Desk PageHello All, We are currently in build of the migration to Redwood HR Help Desk. We noticed an issue effecting navigation in the UI. When we are in the new HR Help Desk re…
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Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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Request for Guidance on Mass Updating Help Desk Queue Descriptions (Oracle HCM)Hi everyone, I would like to ask if there is a way to perform a mass update of the Queue Description field in the Help Desk module of Oracle HCM. Ideally, I’m looking fo…
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ORC Alerts: Getting Email and Bell Notifications when Communication Method is set ONLY to WorklistIssue: We are encountering unexpected behavior in an Oracle Recruiting Cloud (ORC) alert configuration. For a specific recipient (using an expression like ${FeedbackResp…Adarsrs-Oracle 3 views 0 comments 0 points Started by Adarsrs-Oracle Recruiting, Opportunity Marketplace
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Hide/remove access to infolets for specific usersSummary: In Germany KPIs such as performance may not be measured at the individual level. It must not be apparent, for example, how quickly an employee has processed or …Viktoria Priona-Oracle 26 views 5 comments 0 points Most recent by RVohra Reporting & Analytics for Fusion Service -
How do track the history of who the service request has been assigned to?Summary: How do we show the history of a ticket, specifically who it has been assigned to as it gets escalated? We are on HR HelpDesk (Next gen) Content (please ensure y… -
We want to Restrict Email ID Selection for AgentsSummary: There is a concern regarding how agents select the “From” email address when replying to Help Desk tickets. Currently, all available email IDs are visible to al…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Assistance Required: HR Helpdesk Resource Visibility IssueWe recently implemented Oracle ERP. Currently, a resource added to the Manage Resources page with the Contract Administrator role appears in the Assigned To dropdown wit…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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How does a case manager recieve bell and email notofication when a email message is responded?Summary: We are trying to set up notifications to the assigned Case Manager when a case conversation is responded via E-mail, but no notification is getting triggered as… -
Is it possible to set the fields selected under the Category tab as the default?Summary: Hello Experts, we are using Oracle HCM Cloud HR Help Desk and have a requirement to make the Category field default to a specific value (e.g., Benefits) when a … -
can we migrate knowledge articles from classic help desk to redwoodSummary: I wanted to check if we will be able to migrate the knowledge articles from classic HR help desk to redwood? OR we would have to reconfigure them/re-author them… -
Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
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Is there any impact on User license With Red wood In SCMSummary: We have created Custom roles to limit the user license consumption across SCM modules for unwanted products. We are enabling redwood experience now, Is there an…ChaitanyaS 14 views 1 comment 0 points Most recent by Mihai Nedelea-Oracle Fusion Applications Administration
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Global capacity vs Agent CapacitySummary: My understanding is Agent capacity defined through HR queues task should override Global Capacity. Profile option 'SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELEC…
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Helpdesk Assignment rulesWe are migrating to Redwood UI for Helpdesk and got to know that assignment rules have to be created manually for this, hence just wanted to check if there is a way we c…
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External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
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Extend Employee Search page in HR Help DeskSummary: My client uses key information from Employee records to identify, discuss and create new SRs. I have updated the SR details page to pull in PPOC Dept, DOB, 1st …