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 Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
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.…
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Gen AI Summary of Knowledge Article Not AppearingWe are trying to enable the below feature for the Gen AI summary of a knowledge article when sharing with the employee in HR Help Desk: Include the Generative AI summary… -
How to disable smart text in a specific text area in oracle fusion in hr help desk?Hello Team, We are trying to disable smart text in the resolution area in oracle fusion in hr help desk which is redwood based. Is there a way to do it using a profile o…
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Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Smart Text is not appearing when creating a service requestSummary: I’m facing an issue where the Smart Text feature is not appearing when creating a service request, specifically in the description field. Content (please ensure…
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Case Number generation behaviorHi, We have observed unexpected behavior in the automatic generation of case numbers. Initially, when cases were created, the numbering sequence started as expected (1 t…
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Unable to make Category Read Only for Employee Edit Page in Help Desk.Business Process: We have setup a rule in which Category and Queue are mapped, based on Category selection Queue is selected. Issue: When Employee edits the request, he … -
How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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Groovy Script to show message content in email when SR is updated by Agent.Summary: Hi All, Can you please help us to find the groovy script which will show the content/message updated by agent into the email to the employee when the SR is upda…
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Using Actions - Creating a HR Help Desk Request with PPOC and Affected PersonSummary: We are using the Action of creating a HR Help Desk Request to effectively create a child SR. However, we do not see in the list of attributes the Primary Point …
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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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Why are there 4 critical patches applied per year and are they really necessary for us?Summary: Critical patches notifications Content (please ensure you mask any confidential information): We receive notification for application of critical patches, 4 tim… -
Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…
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Custom Notification for Help Desk Notification based on queue name and SR statusSummary: Has anyone been able to create a Help Desk notification that is dependent on Queue Name and SR Status? We are trying to use groovy script for a notification tha…
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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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Employee Name Change don't Update in HelpdeskSummary: An employee has changed their name, but their old name still displays in HR Helpdesk. We're using the Redwood version of HRHD. We ran 'Apply Name Formats to Per… -
Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
Guide Me (Oracle Guided Learning) availability in Help Desk moduleHi everyone, I have a question about Guide Me (Oracle Guided Learning) in Oracle HCM Cloud. In our environment, we see the message: "Guided Learning is not activated in …
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AI suggestion Helpdesk ChatSummary: Unable to use AI suggestions in help desk chat due to dynamic links configuration error Content (please ensure you mask any confidential information): Following…
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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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How can we route SR based on Affected Party CountrySummary: Content (please ensure you mask any confidential information): Can we add affected party country in attributes/object to route tickets based on that? Version (i…
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Case Management - New Action Plan template not visible in CasesHi All, We are implementing Case management for our client and referring to Opt Out of Case Management implementation guide. We have created some actions and actions pla…
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Cannot complete action in internal service requestSummary: When we try to complete this action, we get the error. But it do not mention what is the problem. We can complete in Non PROD environment. We only hit this prob…
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Hide or disable the search bar for employees in HR Help DeskSummary: In HR Help Desk module (Redwood pages), search option needs to be disabled for employees under 'My Help' landing page. We have checked Profile Options and tried…
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HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
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WhWe’re encountering an error when trying to save the filter after making the changes.Summary: While adding more columns in the HR Helpdesk UI, we’re encountering an error when trying to save the filter after making the changes. Content (please ensure you…
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Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
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Reopen/Reset SR Status When Requester Adds Update After ClosureSummary: When a Service Request (SR) is raised and later moved to Resolved/Closed, the SR creator/requester may add an update/comment after closure. In such cases, we wa…