Category 691
Discussion List
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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… -
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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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 22 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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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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Add filters to my knowledge page.Summary: As a Knowledge Author, we have the ability to use filters when viewing the list of Knowledge. But it does not appear that is an available option for employees o… -
Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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Workflow feature in HR Help DeskSummary: Is there any documentation/video tutorial on how to configure the Workflow feature in HR Help Desk and Case Management? I have already configured Action Plans b…
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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"…Ninoska Cano-Oracle 34 views 3 comments 0 points Most recent by HD - Oracle Fusion ERP-Oracle Help Desk -
Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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Is there any way to restrict email id as per who has log in (as Agent) while composing the messageSummary: We have a requirement to restrict or display the email id of users as agent's whomsoever has been logged in the system and not the HR desk email configured in t…