Employee Service
Discussion List
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Auto populate severity to high when Critical field is turned onSummary: We want Severity field to auto update to high when Critical flag is turned on. I tried the below server script( Application Composer —> HR Helpdesk —>Server Scr… -
Regarding HR help desk requests SLA'sSummary: Hi team, Can you please suggest me how to configure SLA's based on Category in HR Help Desk Content (please ensure you mask any confidential information): Versi…
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Oracle Fusion HR Help Desk – Internal Note Attachment Visibility Issue Based on User Roles.In Oracle Fusion HR Help Desk, when an agent adds an attachment to an internal note, the attachment is not visible to the employee who originally raised the ticket if th…
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Types of attachments on 'Create HR help desk request' pageOn the 'Create HR help desk Request' page, there is a field to upload attachments. The LOV provides two values to select - Miscellaneous and Inline Attachments. What is …Sheetal Ravindra Shedbalkar 12 views 0 comments 0 points Started by Sheetal Ravindra Shedbalkar Help Desk -
Error on case creation page and also after case creation.Case creation landing page showing below error popups Exception during RestAction Error response during RestAction And after creating the case below error is showing and… -
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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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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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…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Email notification to employee when respond to Resolved SR via emailSummary: Hi We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My…
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Live Chat Availability Not Updating Based on Agent and Queue AvailabilityWe are currently testing the “Hide Chat Icon when No Agents are Available” functionality for Oracle HR Help Desk Live Chat and have observed a couple of scenarios where …
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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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26C: Can we hide the button to Start the Employee Help Desk Self Service Assistant from Search?Summary: In 26C, there is a new feature: Start the Employee Help Desk Self Service Assistant from the search bar https://docs.oracle.com/en/cloud/saas/readiness/service/… -
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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Employee able to reopen HR help desk requests despite profile option setWe have set the profile option to include only Copy and Resolve actions. Reopen action is not set, as seen below. However, the employee is still able to reopen the reque…Sheetal Ravindra Shedbalkar 33 views 2 comments 0 points Most recent by Sheetal Ravindra Shedbalkar Help Desk
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The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (…
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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass…Sheetal Ravindra Shedbalkar 52 views 6 comments 0 points Most recent by Sheetal Ravindra Shedbalkar Help Desk
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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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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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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…
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IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu…