Classic HR Help Desk
Discussion List
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines… -
Regarding the bell notifications triggered when new helpdesk request is createdSummary: Hi Team, I have migrated helpdesk from Classic UI to Redwood UI. Triggers has been enabled and it is not showing under notification preferences. Could you pleas…
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self service request in "my help" are not visible by the employee who created itSummary: Employee is able to submit a service request in "my help" but they cannot view it after submitting. They also cannot see existing knowledge articles in "my help…
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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he…
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Regarding helpdesk survey configurationSummary: Hi Team, can you please let me know where we can found the helpdesk request survey configuration. Once agentvresilved the request and employee received the noti…
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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AI agent not creating helpdesk requests with categories for employees from different Business UnitSummary: Hello All, We are implementing HR Helpdesk (26B), we enabled the AI agent for helpdesk and loaded the categories to RAG so that the AI Assistant can raise the t…
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HR Help Desk Audit Data Migration to Redwood Help Desk did not migrate the audit historySummary: We are in the progress implementing Classic to Redwood Helpdesk Migration. HR Help Desk Audit Data Migration to Redwood Help Desk job did not bring audit record…
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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… -
Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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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…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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Error when testing Action plans as "You must be a valid resource before you can create this record"Summary: Hello When performing the 'Add Action plan' function in HR Helpdesk, the actions we've created are showing an error. Error: You must be a valid resource before …
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Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr…
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Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
How can we restrict agents to view and manage only tickets assigned to their specific queueSummary: How can we restrict Oracle Fusion Help Desk agents to view and manage only tickets assigned to their specific queue, without accessing tickets from other queues…
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need steps for Conversions from Service Now to HR HelpdeskSummary: we want to migrate our tickets details from service now to HR Helpdesk Content (please ensure you mask any confidential information): Hi, we need steps for conv…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…