Internal HR Help Desk
Discussion List
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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… -
HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Is HR help desk part of HCM or Customer Experince-Services?Most of the documentation I’ve reviewed suggests that HR Help Desk is part of the HCM module. However, when I try to make changes to some of the Redwood pages or review …
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Is there the possbility of delete the Help Desk Request in status Closed?Hi everyone, we need the possibility to delete the Help Desk Request in status Closed, but when we select a request Closed, when we click on three dots under Actions, th…
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HR Help Desk, Search Capability for External Email AddressesSummary: Oracle HR Help Desk search functionality to determine whether external email addresses (e.g., personal email addresses and other non-Fusion users) can be search…
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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… -
Oracle Fusion Help Desk Classic to Redwood Migration : What You Need To KnowHosting a live session on 2 July covering what the migration of Oracle Fusion Help Desk from Classic to Redwood involves and how to plan for it. If you have already migr… -
I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
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HR Help Desk Support for External Email Recipients and Former EmployeesSummary: Oracle HR Help Desk's capability to support email communication with external recipients and former employees e.g. when a Business Partner forwards an email ori…
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Restrict No's of Reopening HR help desk requestWe have a requirment to Restrict employees from repoening Thier SR for more than one time. Is it Doable in HRHD module?
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How to default the subject with SR number in the conversation screen?Summary: How to default the subject with SR number in the conversation screen? I am able to set the message with the subject in ALL message page using an action listener…
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integrate my custom AI Agent to helpdesk knowledge articlesWe are trying to create an AI agent which can be integrated with helpdesk knowledge articles. Has anyone achieved it ?. Are there any API's available for the knowledge a…
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SQL query to fetch Auditing Details in HR Helpdesk moduleHi, I have a requirement to write a SQL query in BIP to fetch the Audit information in the HR Helpdesk Module. I am required to fetch the Business Object Attributes when…
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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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Can 'Internal' showing up on the 'Create Request' drop down be changed to 'Finance'?Summary: Hi, We are planning to use 'Internal Service Request' for Finance, and HR Helpdesk for HR related Service Requests. Can the 'Internal' appearing on the 'Create … -
Ensure multiple agents cannot work on the HR Help desk case at a timeSummary: Evaluate and define a future-state solution within Oracle HR Help Desk (HRHD) to provide real-time ticket ownership visibility and prevent multiple agents from …
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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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External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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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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Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…