Internal HR Help Desk
Discussion List
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent … -
Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
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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… -
Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …Silvia Stangarone CAI 22 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Help Desk
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Fusion Interview AccessSummary: Hello Experts, We have few question on the Fusion Interview Access Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Con… -
Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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How to remove 'Internal' action from Create Request (My Help)Summary: We have disabled Internal Helpdesk from offering. We dont even have the Internal Helpdesk roles. Still, 'Internal' option is coming up under Create Request on M…
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Internal service Request status doesn't change automatic for some ISR even MNT Work Ord is completedSummary: When we create Internal service request in Helpdesk screen , after creating service request, agent will create maintenance work order linked to this ISR. When m…Abhishek Tiwari-Oracle 13 views 2 comments 0 points Most recent by Abhishek Tiwari-Oracle Maintenance
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How to report on full Service Request message history?Summary: Hi Everyone, Our Team currently have to manually open each HR Helpdesk Service Request and take screenshots of the message threads when requested which is time …
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Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
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Recap of 26A Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset ID isn't valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
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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… -
Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described inhttps://docs.oracle.com/en/cloud/saas/sales/faiem/imp…