Category 691
Discussion List
-
why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that… -
Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
-
HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
More advanced FAQ reportingSummary: Is there currently a way to report on HR Help Desk FAQs to show how many employees viewed it, if they opened a ticket after reading the FAQ (from the Create Req…
-
"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
-
Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
-
Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
-
HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
-
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 make “Reopen Reason Message” required for “Reopen Help Desk Request” actionSummary: We have a requirement for our HR Help Desk setup to make the Reopen Reason Message mandatory when an end user uses the Smart Action “Reopen Help Desk Request.” …
-
Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
-
Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
-
internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
-
HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
-
HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
-
Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…
-
Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
-
Help with Due Date Fields in OTBI for SR MetricsSummary: Hi Team, I’m working on an OTBI report to capture: First Response Metric Breached – Count of SRs that have breached first response time Resolution Metric Breach…Vishal Purohit 6 views 0 comments 0 points Started by Vishal Purohit Reporting & Analytics for Fusion Service -
Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
-
Licencing of Subscription Schedule for Action PlansHello everyone, A customer wants to use Action Plans and needs to link a subscription schedule to publish Action Plan Templates. My question is whether this subscription…
-
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 …
-
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… -
Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
-
Oracle Cloud Account AccessI am trying to login to my Oracle cloud account to link my cloud subscription details but login fails with below message. Regular support account login that we use for E…RajuKesarapu 45 views 1 comment 0 points Most recent by viktyagi-Oracle Identity and Access Management
-
creating a custom drop-down list in HR help desk.when an employee creates a ticket before choosing a category, he must choose a main group and based on that main group the category list will show the values. Also i wan…
-
HR Helpdesk - Audit History ignores days of monthSummary: When opening Audit History it always selects last month plus one day as "From Date". If last month has 31 days, it will result in an error message and one has t…