Category 691
Discussion List
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Dedicated Knowledge Articles Page with Enhanced UIHello Experts, We are exploring the possibility of having a dedicated page for Knowledge Articles in Redwood UI in Oracle Cloud, accessible via its own tile on the Sprin… -
Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…Chandramouli Yangareddy 10 views 3 comments 0 points Most recent by Chandramouli Yangareddy Help Desk
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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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Help Desk Satisfaction survey not available in the 25D release notesSummary: As part of Oracle Roadmap, the help desk satisfaction survey should be part of 25D. But when we checked the release notes this feature is not available. Kindly …
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Help Desk List and showing names for team members. Agent ViewSummary: When hovering over team members on the list of help desk tickets it provides results but only object, object and not the team member names. Content (please ensu…
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Help Desk Notification — Custom Field Not Triggering for Existing Requests (Retroactive Behavior?)Hello all, I recently modified one of our notifications by adding a custom field (created both in Application Composer and exposed in Visual Builder). The notification n…
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Unable to add custom fields to Redwood Help Desk employee viewSummary: I am unable to add custom fields to the Employee HRHD edit view. I have re-added the fields via Application Composer several times but I get the same issue when…
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Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
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Action Plan Smart Action - renaming issueSummary: I have renamed the Add Action Plan Smart Action in Case Management but now the Action items are not loading. It was working fine before it was renamed. I duplic…
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Unable to amend HRHD Profile optionsSummary: I have assigned myself Next Gen Administrator priv but I am still unable to edit the Profile options below What permissions do I need to be able to edit this pl…
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Audit history is not working after the latest refreshSummary: Audit history does not seem to be working. All the configuration are in place in terms of Audit Policies, Profile Options and even the privilege but somehow we …Ananta Prasad Ray 41 views 2 comments 0 points Most recent by Ananta Prasad Ray Fusion Applications Administration
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje… -
How to Remove Queue Access for the Agent who is not longer helpdesk Agent?Summary: We have a list of individuals who no longer work on helpdesk tickets due to reasons such as department changes or promotions. We have removed the Helpdesk Agent…
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
Groovy script to notify agent when request is updatedSummary: My groovy script is supposed to send a bell/email notification to agents when their request is updated but its not pushing anything through. Can you let me know…
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Email channel for Outlook Add-inSummary: We’ve noticed a difference between our test and production Outlook Add-ins. In the test environment, the “Share” button works as expected, it creates Email-type…
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Helpdesk request page is not loadingSummary: I am trying to open HR Help Desk Request Page but the page is loading blank. Navigation—>Help Desk—>Help Desk Request. Working on 25c Redwood. Could any one fac…
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Configuring Audit in HR Help Desk and Case Management for RedwoodSummary: i have followed the below instructions to configure auditing for both HR Help Desk and Case Management but still no success. Is this supposed to give me permiss…
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Can we make Affected Party mandatory?Hi all, I cannot find a way to make Affected Party mandatory. If I try to do this in Application Composer, it always fails to save due to "Provide a valid value for Affe…
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Need to avoid Duplicates for the ticket generating via email with same subjectdate and emailHello Team, In HR Helpdesk, we have a requirement, if any email having the same date within four hours, to and from email address (i.e. Sent to the same mailbox from the…
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Helpdesk LinkedIn Channel visibilitySummary: In Helpdesk when we try to create or edit the helpdesk request, we are seeing Linked in as a new option in the Channel. It is there in all non-production pods j…
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Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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How to link Guided Journeys to My Help PageSummary: We need to deploy AI Agents on our My Help page, and it can only be deployed using Guided Journey. Can anyone please assist on how we can enable Guided Journeys… -
How to remove fields from HR service request details edit page?Summary: I would like to remove some fields like severity from the edit HR Request details page as shown below. But cannot find the dynamic form which shows the Summary …