Category 691
Discussion List
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Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show… -
Renaming/Creating the "Primary Point of Contact" seeded field?Summary: We want to rename "Primary Point of Contact" which is a seeded field but got to know that its not feasible . Here i want to check if there is any way we can cre…
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Knowledge Search from Help DeskHi I am implementing Internal Help Desk (ISR Stripe) and cannot get the 'My Knowledge Classic' area to return any knowledge articles. The knowledge articles are searchab…
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How to check if email triggered to employeesFor HR transactions or journey related transaction, we can check if email triggered or not. We can check under transaction console or BPM workflow area or alert history.…
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Next Gen HR Helpdesk Admin does not have access to Primary Contact and Assigned to fieldsHi team, When Creating/ Editing a case, Admin does not have access to these fields: Assigned To Primary Contact Already added HR Analyst to the role and ran processes Al…
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Hide inactive employees in employee searchIs it possible to hide inactive employees from the search results in employee search / summary page? I'm aware we have a profile called ORA_HELPDESK_CONTACT_TERMINATED_E… -
Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?Summary: We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone … -
How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Primary Point of Contact changed, but SR is still visible to original primary point of contactSummary: We have a scenario where an Agent creates an SR using Person A as the primary point of contact. Person A can see the SR under 'My Help'. The Agent realizes that… -
Need table name where Service Level Agreements are storedSummary: Hi All, I am trying to find table name where Service Level Agreements are stored. I have a requirement to build a report on the data. If anyone know/ used pleas…
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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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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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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 …
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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 147 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 33 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…