Classic HR Help Desk
Discussion List
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Unable to change the label of items listed in Category field under Attachment sectionSummary: There is a request from the business to change label of the values listed in Category field under attachment section in employee UI, however the category field … -
Why is the Assigned to field pulling suppliers from CRM instead of EEs? HR Help Desk/Case ManagementSummary: Both the Assigned to field and Team Members field are pulling suppliers from our CRM side instead of pulling in employees from the HCM side. I have the Case Man…
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We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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OLC | Help desk modify field listHello all, I need to update the list of available values in the Category and Classification fields. In which section can I modify this list? Is it possible to make this …
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Auto assignment and ability to switch on 'Availability' option in Help desk are not working.Hi Team, Can someone please help us on the below? It appears as though the auto assigning of Help Desk tickets is not working. We have set up queues and queue resources …
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Milestone notification are not working from either Object workflow or Groovy scriptsSummary: I have attached the steps involved in creating a milestone as well the notification triggers. I created it using Object workflows or Standard Object (Groovy scr…Chandra Shekhar Narayan 41 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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Required role/privilege name to get 'Help Desk Requests' option under HelpdeskSummary: I don't have 'Help Desk Requests' option under Help Desk .I want to know role/privilege name to get Help Desk Requests option under Help Desk Kindly share me if…
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how to hide Add infolet option for agentsSummary: How can we hide the infolet option for agents, Manager and Admin in HRHD. Please find attached the screenshot Content (please ensure you mask any confidential i…
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Next Gen HR Help Desk: How to default email address and disable few email address in SR details pageSummary: When agents compose an email to the customer, requirement is to disable few email address shows in helpdesk SR details page. Content (please ensure you mask any…
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Deletion of closed helpdesk ticketWe have a Help Desk ticket that is in CLOSED status in the system that we are unable to delete. This ticket contains PII data that was sent over in error and was resolve…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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Unable to Enable AI Suggestions for Categories (Help Desk feature)Hello Team, We are unable to Enable AI Suggestions for Categories (Help Desk feature). As per 23 B release readiness doc, when we are trying to access Create Oracle Busi…
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How to group fields in HRHD redwoodSummary: We have created grouped view for custom fields and same will be shown or hidden based on category selection by the HRHD agents Content (please ensure you mask a…
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Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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Searching for lookup for Help Desk Requests Details pageSummary: Content (please ensure you mask any confidential information): Hi all, I need to add a value to the LOV "Classification" found within "Help Desk Requests Detail… -
Notification is sent to employee only after SR ticket is assigned to AgentHello team, We are getting an issue where an User initiates a SR and doesnt get any notification is assigned, which is already configured. When an agent is assigned the …
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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Is there any way possible to change the category after the Service Request has been raised?Summary: If worker selects wrong SR category then is there any way to change the Caegory of the service request Content (please ensure you mask any confidential informat…
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How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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Incoming messages are processed even when "Retrieve Inbound Email Messages"We are migration from Classic helpdesk to redwood experience. One of the migration step mentioned in Oracle document is to keep the process "Retrieve Inbound Email Messa…
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Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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Navigation to Object relationships in HR HelpdeskWhere to configure Object relationships in HR Helpdesk, need the Navigation to Object relationships in HR Helpdesk.
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Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
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Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr…
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Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…