Service Delivery
Discussion List
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Can we remove [External] in EmailsSummary: Content (required): Is it possible to remove the [External] part from emails sent by the environment? Client mentioned that the employees may mistake them for u… -
Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr… -
Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…
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What's the recommended practice to HRHD SR assignment to HRBP based on countries or categoriesSummary: Hi, Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Pa… -
HR Help Desk Emails Intermittently Not Sending When Responding via EmailWe’re experiencing an intermittent issue with HR Help Desk email notifications. When agents reply to a ticket via email, sometimes the response successfully sends an ema…
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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
3IDCS Autoscaling Capabilities and Monitoring ImprovementsOrganization Name (Required - If you are an Oracle Partner, please provide the organization you are logging the idea on behalf of): MS Amlin Description (Required): We h…Rohan A 1 view 1 comment 3 points Most recent by Michelle Walter-Oracle Idea Lab – Core Infrastructure
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Default Coverage QuestionSummary: What are the values shown in the Default Level Value in Default Coverage? Is it possible to use other values like Grade or Location? Content (please ensure you …Pernel Dela Pena 61 views 6 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Enable Intelligent advisor (new 24B feature) in HelpdeskOur customer would like to enable Intelligent advisor (new 24B feature) in Helpdesk. I'm looking for some use cases on this feature. Please share me some inputs on this.
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Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
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Start date for Lookup codesSummary: Is it necessary to input a value in Start Date for a lookup code in order for it to be active? Or in order for a lookup code to be active, the "Enabled" checkbo…