To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Classic HR Help Desk Migration ResourcesYou may view the official deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementations of HR He… -
Recap of 26A & 26B Features for Help Desk, Case Management & KnowledgeHere is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login … -
Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu… -
Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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How Are Average Wait Time and Expected Wait Time Calculated in Oracle Live Chat?We are configuring Oracle Live Chat and have a question regarding the queue metrics displayed to customers. When a customer is waiting in the queue, the chat widget show… -
User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): V…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Help Desk: Display Sender Email for External Users, Vendors, and Ex-EmployeesWe have a requirement to fetch and display the sender's email address in both the Help Desk list view and the ticket details page. To achieve this, we created a custom f…
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I am getting "(objectObject Name) details couldn't be loaded.Summary: I have create on sandbox and i have add one custom object and there child. and after that I have generate CX extension and import that file into VBS and check p…
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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…
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AI-generated Case Summary is populating an errorSummary: We have enabled AI-generated summarization for HR Help Desk requests. When opening a case in Redwood UI and attempting to view the Case Summary (Generated by AI…
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Unable to see list of previous requests raised as employeeSummary: I am raising a request as an employee in my non prod environment but I cannot see the list of previous records I created previously? Content (please ensure you …
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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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The Primary contact column appears blank in HR Help Desk for RedwoodSummary: The Primary contact column is not listing the person associated with the request. I have enabled the Primary Contact via Adaptive search and run a full publish …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat… -
For Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments availableFor Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments available when a subcategory is selected that requires specific forms attached
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Is it possible to update the acknowledgement email that is sent when a HR Helpdesk SR is createdWhen an individual sends an email to the HR Helpdesk, if that individual isnt recognised as an internal employee, the SR is created but without a contact. The individual…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau… -
Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
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HRHD Category Lookup list for coveragesSummary: I have been asked to add Category as a custom column for HRHD milestone definitions. I have created the column as per standard documentation, however I'm unable… -
Custom smart action in account object not working for sales rep roleSummary: we have one smart action called as run credit in account object, this smart action works as expected for sales admin role users but not for sales rep roles Cont…
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How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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"To" field in Conversation in HR Help desk not returning any valuesSummary: To field To" not retuning any values for Next Gen HR Help Desk Agent role. What area is this LoV controlled by? Release: 26A It works for manager and admin role… -
Failure to save Assigned To when transferring SR to "another set of resources"Summary: When transferring a Service Request (SR) by selecting "Another Set of Resources" under the "Transfer This Service Request To" option and clicking the "Transfer"…
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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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Based on the Category the Severity should be selected by default in Help Desk ModuleHi Team, Requirement: Auto-Populate Severity Based on Category Selection in Create Help Desk Request Page Module: Help Desk Page: Create Help Desk Request Business Requi…
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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… -
Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…