Help Desk
Discussion List
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Is there any documentation to how the HR Help Desk out of the box infolets are built?Summary: I have access to see the infolets and create new ones, but would like to see how the "stock" ones are built, how they are configured, and what queries are used … -
Agentic AI capabilities for Help Desk@Chris Warner @Michelle Walter-Oracle I am working on Agentic AI for Help Desk and I want to know all the capabilities where and how Agentic AI can help when we are conf…
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Help Desk Request Queue Assignment Process not shown / SR Queue Assignment Process stuckSummary: Hello, We are currently remediating configuration defects in our Oracle HCM implementation project for a client and have run into an issue with the Service Requ…
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How to insert link in email notification?The following requirement has been requested: When a service request ticket is being created on the HR Help Desk Request Page and submitted, an email should be triggered…
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How to create the user group against knowledge ArticleSummary How to create the user group against knowledge ArticleContent Hi Guru's, I am having a requirement to configure the knowledge articles only for a specific countr…User_2025-02-10-21-48-07-450 178 views 6 comments 1 point Most recent by Mriga Bharti Work Life Solutions -
How to enable Affected Party field in Next Gen Help Desk RequestSummary: How to enable Affected Party field in Next Gen Help Desk Request Content (required): We are trying to enable the 'Affected Party' field in Next Gen Help Desk. O…
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which duties and privileges allows to access Manage customerSummary: How to access the action menu in Manage Customer page Content (please ensure you mask any confidential information): Version (include the version you are using,…
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Adding an hyperlink in a Knowledge Article that opens in a new pageI’m creating a Knowledge Article in Redwood and need to add a hyperlink that opens in a new browser tab instead of the same window. When I insert the URL using the artic…
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V3 Seniority Date HDL file for manually adjusted datesHi Experts, We ran "Seniority Dates V3 - Remove Seniority Dates Transaction Data" Diagnostic process to removes seniority date for the certain configured rules. While ru…
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HRHD: Action Plan Action with type Appointment remains in progress statusSummary HRHD: Action Plan Action with type Appointment remains in progress statusContent Hi experts, Could anybody provide a correct setup for an action with type - appo… -
Help Desk Redwood - Unable to delete a Contact added to a requestHello experts, our client has adopted Help Desk in Redwood page but it seems that if a contact has been added to the Request then it is not possible to remove the contac…
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help desk status serviSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
how to disable the approval workflow specifically for Goal Progress updates?Summary: Currently, the Goal Progress update triggers an approval workflow, requiring managers to approve every update. To reduce the managerial workload, we would like …ICE Pratchapon 34 views 1 comment 0 points Most recent by Sahil Mahajan-Oracle Human Capital Management
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Need help with getting the values of SourceSystemId, PersonId(SourceSystemId)Summary: Hi Team, We want to perform a mass update on hire date of participants via HDL. I have the Meta data format with me but need help/query to identify on how can w…Pankaj Balkothe 21 views 3 comments 0 points Most recent by Carl Bequilla-Oracle Human Capital Management
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How to create milestone/Trigger if helpdesk ticket is unassigned or new status for 8 hours?Summary: We have a requirement where, if any Helpdesk ticket remains in New status for more than 8 hours, a milestone should be triggered. Currently, we already have mil…
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Is there a way to remove/hide Attachments categories while creating Help Desk Request? pls suggest.Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Unable to hide "Edit" button in Goal Approval NotificationSummary: I am trying to hide the "Edit" button from the Goal Approval notification, but after several attempts, the button still appears. Version 25D
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Attempting to Reassign results in failureI'm attempting to reassign a task (AllocatedHumantask) (process: Employment Checklist Allocated Task Composite) which leads to failure resulting in the following message… -
Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com… -
We have a requirement to provide a sample file (as attached) in VBS.Summary: We have a requirement to provide a sample file (as attached) in VBS. In Help Desk, custom forms (layouts) are loaded based on the selected category. Within the …
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BIP Report returns sql time out error for few usersHi, We have a BIP Report which is working fine for few users and returns SQL time out error for few users. The user who is getting error is running the report by using s…Yuvraj S-Oracle 114 views 4 comments 0 points Most recent by vinay.u.sharma Human Capital Management
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Unable to trigger an email notification once the SR Is assigned to the queueSummary: We have used the below script but it doesn't send any notification, please suggest. Trigger: AfterTransactionPosted if (isAttributeChanged('QueueId') && Assigne…
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HelpDesk default queue clarificationSummary: Hello Everyone, We are seeking for inputs on the below points with respect to Helpdesk. How do capacities assigned to the resources work? If the capacity for al…
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Redwood: How to customize Need help? Contact Us section to show representative based on their AORSummary: How to display relevant "Need Help? Contact Us" information based on the module the user is currently accessing. Specifically, we want to know if it's possible …Anirudh Chouhan 12 views 2 comments 0 points Most recent by Rajesh____09-Oracle Human Capital Management
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HR Helpdesk tickets not being auto-assigned to agents and queuesSummary: We are using classic HR Helpdesk. From past few weeks, our Helpdesk tickets are not being auto assigned to agents even though the agents are available and have …
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Defaulting Channel Type in Redwood HR Help DeskSummary: Want to select a specific channel type to be the default Channel Type when opening Redwood HR Help Desk Service Requests. Channel Type is a required field on th…
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HR Helpdesk: Inbound Email to Create and Update a Servcie RequestSummary HR Helpdesk: Inbound Email to Create and Update a Servcie RequestContent Hello Experts, As we have the ability as an employee to create a service request by send…Sashwati Arcot-Oracle 310 views 7 comments 1 point Most recent by Palak Srivastava Human Capital Management -
Core HR: Approval in progress'. Info is locked. - Cannot find transaction in transaction consoleSummary: Hello, Our client is facing an issue. Actually for an employee, there has been a manager change that was done in the past. When We checked the history on person…
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In OIC, is there a better way to start processing a file from sftp than using task scheduler?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Collaborator cannot see responses when SR is created by an agentHello Experts, We are facing an issue in Oracle HCM Cloud – HR Help Desk (HRHD). When an HR Help Desk agent creates a Service Request for a collaborator: The collaborato…