Internal HR Help Desk
Discussion List
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How can I see Live agent availability for Live Chat in HR Help Desk?Summary: We need to be able to see the Live status of Agents that have set their presence / availability for Live Chat in the omnichannel global header For Live Chat it … -
Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa…Suresh Subramaniyam 41 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
Seeded report in HR HelpDesk is not referring correct attribute in Filter criteria.Summary: Under /shared/Service/Embedded Content/HR HelpDesk Agent/_portal , there is a seeded Dashboard Average Time to Resolve My Closed SRs which is having single anal… -
Patch 25a: Since implementing this in a Test Environment, we have lost some functionality.Summary: It has been brought to my attention that when someone raises a Help Desk Request we have encountered an error. In our current live environment, we have no issue…
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Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v… -
Default Response Channel - HRHDWe are trying to remove the None response channels when replying in HRHD. Currently, the agent can select None/Email/Web and update the service request. Is there any way…
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Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events! If you have a topic that you'd like for us to consider for a future event, please let us know.… -
Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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The Chat Bot on DOP is not workingSummary: The Chat Bot on DOP is not working Content (please ensure you mask any confidential information): Description The Chat Bot on DOP is not working it is constantl…
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Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR ticketSummary: Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR related ticket to be created in Jira by either API or file-based (v…
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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Access to HR Help Desk/Case Management Through Service Catalog Reporting?Summary: I'm curious if employees (outside of HR) who have access to the Service Catalog have the ability to pull data from HR Help Desk and or Case Management since the…
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Calendar dropdown is not showing while creating Action Plan Template for CaseSummary: Calendar dropdown is not showing while creating Action Plan Template for Case Content (please ensure you mask any confidential information): Version (include th…
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How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…
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NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
Action dropdown & Compose ButtonSummary: Helpdesk Agent is not able to view related options in Action dropdown when he opens the Helpdesk Service Request. Also, he is not able to Compose any message as… -
How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
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I need to migrate my certificates from my old company to the new company how can i do this?Summary: I need to migrate my certificates from my old company to the new company how can i do this? Content (please ensure you mask any confidential information): Versi…
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re…
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How to Close Duplicate SR Tickets created in Helpdesk with help of HDLHi All, How to bulk close a ticket created in Help desk with help of HDL.
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Getting offline status while creating a connection using Intelligent Advisor in case managementSummary: We are encountering an offline status while trying to create a connection using Intelligent Advisor in case management. Could you please help us resolve this is…Nusrat Shaheen 53 views 2 comments 2 points Most recent by Nusrat Shaheen Intelligent Advisor for Fusion Service -
NextGen Helpdesk Error: The value of the attribute Channel ID isn't validSummary: Hi Experts, I am encountering the error 'The value of the attribute Channel ID isn't valid.' when creating a Service Request (SR). My goal is to send both an em…Hiba Ghoualmia 161 views 5 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Use of Oracle guided learning within HRHDHello experts, We have this requirement to have OGL functionality within Help desk module. Based on the category of SR we select - we are expecting a message to pop up i…Muskan Dhingra-HCM 31 views 1 comment 0 points Most recent by Ryan Blake-Oracle Oracle Guided Learning -
Does Fusion AV scan incoming emails into HR Help Desk communication channels?Summary: HR Help Desk supports email based communication channels. Does Fusion anti-virus scan incoming emails before handing the email over to the HR Help Desk module f…