Classic HR Help Desk
Discussion List
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec… -
Disable Classic HR Service Request Post Redwood MigrationSummary: We have enabled Help Desk in Redwood and have already removed the classic Helpdesk access in structure. However, users who have added the classic Helpdesk to th…
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Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
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How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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Classic HR Help Desk Migration ResourcesYou may view the official, original deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementation…Michelle Walter-Oracle 3.3K views 19 comments 5 points Most recent by Michelle Walter-Oracle Help Desk -
Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Unable to see list of previous requests raised as employeeSummary: I am raising a request as an employee in my non prod environment but I cannot see the list of previous records I created previously? Content (please ensure you …
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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How to restrict Hr Helpdesk tickets to be edited once its created?Summary: We want to restrict any editing in the "Subject" and "problem description/Service request details" fields by the user or the agent that means no one should be a…
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t… -
Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Classic HRHD - Application error displayed while Creating and Accessing HR HD SRsSummary: Application error is displayed while creating and accessing HR Helpdesk SRs. Issue is seen for Employees/managers/Agents - everyone. NOTE: Initially, Issue occu… -
Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …
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Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood KnSummary: We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisit…
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Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t… -
Request for Detailed Guidance and Supporting Files for Oracle Help Desk to Microsoft TeamsSummary: Hello Team, I am looking for additional guidance on configuring the Oracle Help Desk to Microsoft Teams integration. I have already reviewed the Oracle document…
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"CRM/Help Desk - Inbound Messages Real Time" does not contain HDR reference numberWe need to know which emails were not delivered back to the Helpdesk, as bounce back emails -undeliverable messages are not being received (HDR are not updated automatic…Monika_K. 12 views 0 comments 0 points Started by Monika_K. Reporting & Analytics for Fusion Service
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…