Category 691
Discussion List
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24D Gen AI features for Help DeskHi Team, I would like to know if the following features will be a part of 24D Help Desk release: View AI Generated SR Summarizations in French and Spanish Use AI Service… -
I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Renaming JobsI'm working on a project to switch the Job Name and Job Title fields in our Oracle HCM setup. I want to make sure I'm considering all potential impacts and recommended s…Neno Kolonich 21 views 1 comment 0 points Most recent by Aliasgar Khambhaty-Oracle Human Capital Management -
Can I configure own mailbox for incoming messages in hrhdSummary: Currently I have configured (refer the attachment) Oracle mailbox for testing SR creation via incoming messages however for Customer wanted to configure their m…
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Knowledge Authoring with Redwood on 24CSummary: We are currently implementing HR Help Desk and Knowledge Management on 24C. Is Knowledge already on Redwood, or do we have to follow the steps in the 'How do I … -
Is it possible to set up automatic outbound email notification on resolution of helpdesk ticketSummary: We'd like to set up an automatic outbound email (to customer) to confirm that ticket has been resolved. We already have in-app notifications but we'd like an em… -
Can we disable/bypass auto-resolving SR in 'waiting' status and auto-deletion of 'Closed' SRsSummary: We do not want to the system to automatically resolve an SR that is in a 'Waiting' status, is it possible to disable this feature. Our Agents will manage this m…
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Can we assign helpdesk ticket to a queue based on user's grade?Summary: Currently we are using automatic assignment based on category but we have a requirement where we want to route tickets to a queue based on the employee's grade …Tarun_chaudhary 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Getting Party Id error while creating Service Request as a Contingent workerWhen we are creating SR as a Contingent worker getting the below error 'The value of the attribute Reported by Party ID isn't valid.' Have already used the '(Doc ID 2763…Ananta Prasad Ray 93 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…Claudia Gregorio 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…Pernel Dela Pena 31 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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canadian designated groupsSummary: Add button under Canadian Designated Groups does not show in ESS Content (please ensure you mask any confidential information): I created a job role A, and assi…UyEm001 21 views 1 comment 0 points Most recent by Abhishek Tiwari, CPP -Oracle Payroll and Global Payroll Interface (GPI)
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Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…
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Can we configure Announcement on the top of the page in oracle fusion?Summary: Can we configure "Announcements" on the top of the page in oracle fusion? And can we use it with in the module? Content (please ensure you mask any confidential…
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Manager access in Knowledge ArticleSummary: How can manager have access restricted to Knowledge articles based on their reporting employees. Content (please ensure you mask any confidential information): …
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Does anyone know the groovy script to add a link to a notification?Summary: I'm trying to bring a link in here so that the notifications have a clickable link? I've looked at Thanks! Content (please ensure you mask any confidential info…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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HR Helpdesk: Need help in Groovy ExpressionWe need to configure notifications in HCM (notification bells): How You Personalize Your Notifications (oracle.com) including: Response notification for employees: Notif… -
Navigation panel for Affected Party name fieldSummary: Is it possible to have the navigation panel to Affected Party Name field similar to the field Primary Point of Contact field has this feature? Content (required…
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Next Gen Help Desk - Primary Point of ContactSummary: Issue: An Employee John created a service request on behalf of Lisa and updated the Primary Point of Contact as Lisa. After submitting the request, it is still … -
Categories not showing when creating or editing Knowledge ArticlesThe HR Help Desk Categories I have created are not showing when authoring Knowledge Articles to be able to attach them. Once the article is created, if I try to edit and…
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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de…
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How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes…
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Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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How to add HR helpdesk ticket as Hyperlink in Email ?Hi Team, We have a requirement to have hyperlink in email, so when employee click link it should route back to ticket in application. Setup the profile value "ORA_SVC_EN…
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how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…Deepak_Kesarwani 63 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces…