Help Desk
Discussion List
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Next Gen HRHD custom employee role ;Error: Save failedSummary: Privilege for the custom employee role Content (required): Hi All, We have added "Next Gen Human Resource Help Desk User" along with the our custom employee rol… -
Next Gen HRHD custom field defaultHi, Has anyone managed to get default expressions working for custom fields in Next Gen HRHD? I've attempted to use the following expression in a custom field of mine, t…Edward_Cowne 11 views 1 comment 0 points Most recent by BogdanFarcasanu-Oracle Human Capital Management
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Can we configure additional milestones in Helpdesk other than the delivered ones?Can we configure additional milestones in Helpdesk other than the delivered ones?Firoz Basha 21 views 1 comment 0 points Most recent by Ionut Merisan-Support-Oracle Human Capital Management
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HR Help Desk and Slack IntegrationHello, We are currently looking into the option of Slack Integration with the HR Help Desk. So wanted to understand if we can have integration with slack as a communicat…User_2025-07-25-00-05-35-415 1 view 1 comment 0 points Most recent by Ionut Merisan-Support-Oracle Human Capital Management
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How to Make a DFF visible to MSS and HR but not for ESSSummary: Hi Experts, We have a requirement where we need to make a custom DFF on a DOR page visible to Managers and HR when they try to access it from their respective s…Ronal Khara-Oracle 21 views 5 comments 0 points Most recent by Ronal Khara-Oracle Human Capital Management -
Ability to export help desk request from View My requestsSummary: Manage HelpDesk Requests page has ACTION button -->Export functionality to export requests However, the same functionality is expected to export all the HelpDes…Veerpal Kaur 21 views 1 comment 0 points Most recent by Dr Surlina Yin-Oracle Human Capital Management
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For tickets created in HCM Cloud, can the "Channel Type" field be defaulted to a custom selection?Summary: For tickets created in HCM Cloud, can the "Channel Type" field be defaulted to a custom selection within the list? Under Manage Service Request Channel Types a …Andrew.W.Williams-Oracle 41 views 3 comments 1 point Most recent by Holli Berskow Human Capital Management
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Need to pull HCM data into HR Helpdesk Service requestsSummary: Hi All, We have a requirement to pull HCM data into HR Helpdesk. For example we would need to pull Employee data like Job title/Employee Name etc as LOV in HR h…Ananta Prasad Ray 21 views 2 comments 0 points Most recent by Ananta Prasad Ray Human Capital Management
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NextGen Help Desk command search bar does not function properlySummary: Hello, I've been experiencing this issue over the last couple of updates (22C, 22B...) where when an Agent is in the SR Edit layout and tries to type and select…
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Need to send notification with Service Request number and Subject on itSummary: We have a requirement where we need to send notification(both web and mail) when a SR is raised/updated and it should contain the SR number and the Subject on i…Ananta Prasad Ray 33 views 3 comments 0 points Most recent by Ananta Prasad Ray Human Capital Management
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How to pull employee data from Affected Party in HRHDHi, does anyone know if it's possible to use Groovy to pull employee data from the Affected Party in Help Desk? E.g. populate a field with the Affected Party's person nu…
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What is the difference between Service Request (SR) and Request (HRHD)?Summary: Content (required): Hello experts, in Help Desk section, the employee can create both service request by accessing HR Service Requests and requests by accessing… -
Next Gen Help Desk Visual Builder Studio - Modify UISummary: Hello, we are currently in the middle of our Next Gen Help Desk implementation for a client and have a few requirements that are more cosmetic related. I will l…
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Helpdesk trigger script - get user pay scaleSummary: In helpdesk, I want to be able to determine the requestor's pay scale level from a trigger script. Thankyou. Content (required): Version (include the version yo…
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How to populate LOV of one field based on an input value in another field in HCM Spreadsheet LoaderSummary: How to populate LOV of one field based on an input value in another field in HCM Spreadsheet Loader Content (required): In the Worker spreadsheet loader while c…Siddharth D Chaware 152 views 1 comment 2 points Most recent by Simona Stoian-Support-Oracle HCM Spreadsheet Data Loader (HSDL)
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FYI notification when employee changes States (change location workflow)Summary: We need is to generate a FYI notice when an employee changes state. We use "change location" workflow for that, but i don't see the "State" field to select when…
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Pull in HCM Department as LOV to select in HR Help Desk using Visual Builder StudioSummary: We currently have a requirement to utilize HR Help Desk as a way for managers to submit Job/Position intake requests and have them routed to the correct teams. …
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Unable to view Service Requests as Agent/Admin on NextGen HRHDSummary: Hi All, When we navigate to Helpdesk -> Helpdesk Requests. We are unable to see any Service Requests. Content (required): Version (include the version you are u…Ananta Prasad Ray 32 views 13 comments 1 point Most recent by Ananta Prasad Ray Human Capital Management
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HR Help Desk Request Status is not changingSummary: HR Help Desk Request Status is not changing Content (required): Hi, HRHD Requests have been created and assigned to agents. Agent has responded and the mileston…
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SLA recalculation after it closedSometimes employees answer to SR after it closed. In this situation the SLA continue from where it stopped. Is it possible to start the SLA from the beginning in this si…
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Next Gen Help Desk : Issues with Agent Responding to SR.Summary: we are running into issues with agent responding to an SR. The content type is selected, but the error message is informing us that there is no channel type sel…
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Unable to access Help Desk RequestsSummary: Unable to access Help Desk Requests Content (required): HR Help Desk Requests have been created and can see the number of SRs assigned to Queues. However, when …
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How to enable the Affected Party field in HR Help DeskSummary: How to enable the Affected Party field in HR Help Desk Content (required): Affected Party field is not visible by default, and must be added using Application C…
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HRHD Custom NotificationsSummary: HRHD Custom Notifications Content (required): Hi All, I gone through some documents and it says to define email notification for HRHD through application compos… -
Can HR Help Desk restrict a category as not visible to the primary contact?Summary: We're implementing HR Help Desk to track our Leave of Absence cases. Our Leave Team agents will open Service Requests and enter the employee's name as primary c…Kerri Belluomini 91 views 4 comments 0 points Most recent by Kerri Belluomini Human Capital Management
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Helpdesk Priority QueueSummary: I'm looking to find a way to route certain help desk tickets into a priority queue. We are looking to route tickets based on employee assignment data (for examp…
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Oracle Case Management and HR Help DeskSummary: Could anyone please share more details on Oracle Case Management and how is it different from HR Help Desk? Content (required): Could anyone please share more d…
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How to get a recommended article to show when a new service request in a specific category?Summary: Inside a service request, when the category is selected as "Accommodation" we are linking an knowledge article called "Job Aid" & we have saved the service requ…Liviu Snop-Support-Oracle 21 views 2 comments 0 points Most recent by Curtis Allen Human Capital Management
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Approve and reject goals for the managerHello everybody, Is it possible that the manager approves only a part of the objectives submitted by the employee in his objective plan? Example: The employee submits 3 …
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Which Strip code should I select when creating communication ChannelSummary: I am implementing Nextgen HR helpdesk 22C . Earlier I was using classic version of HR help desk and email notification working fine for below: Created email tem…