Internal HR Help Desk
Discussion List
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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… -
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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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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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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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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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…
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Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cl… -
Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request ?Summary: Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request Edit Page? Content (please ensure you mask any confidential informat…
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what license or module is required for internal requests?Summary:what license or module is required for internal requests? say we want to have internal request which can trigger a work order...can this be possible? employee wi…