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 … -
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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My Help "Knowledge" Search Results - Knowledge Article Excerpt Display Logic and OptionsWe are noticing that when users search in My Help for knowledge, the articles and attachments that appear have a preview/excerpt from the articles and files. Firstly, we… -
Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
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… -
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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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Agent repeatedly asks the same questions instead of progressing with the requestSummary: The Help Desk Request Creator Agent repeatedly asks for the same information even after the user has already provided clear answers. Content (please ensure you … -
Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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HRHD Admin Unable to View Infolet Data Across Organizational HierarchyWe have a requirement for the HR Help Desk (HRHD) Administrator to view complete infolet data for all teams and managers within their defined organizational hierarchy. H…
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Is there a way to hide case when clicking on the primary contact?How can I hide the case tab from HR Help desk?
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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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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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I am not able to view manage categories for hr helpdesk and manage queues in Help desk requestSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How can I set up some form of approval routing or other workflow for Help Desk Service RequestsSummary: We are in the process of implementing Oracle Fusion ERP, SCM, and HCM. Our organization's Maintenance department accepts service requests from Non-Maintenance e…
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Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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26C Help Desk Satisfaction Survey: Sliding ScaleI have configured the Help Desk survey (Send employee satisfaction surveys after a Help Desk request is resolved) using the Survey Authoring Agent Team. One of the quest… -
List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Controlling SmartText Visibility in Help Desk RedwoodSummary: Hi Team, We are currently using the SmartText feature available in Help Desk Redwood and would like to understand whether its visibility can be controlled or re…
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Can we enable two-way email in Help Desk only for existing requests but not new request creation?Summary: Our requirement is that we want to allow two-way communication via email for Agents and Primary Contacts on existing Open Help Desk Requests. However, we want t… -
Affected Party Spotlight Template: Email missing in HRHD Detail Emp FlowSummary: I'm configuring the Affected Party Spotlight Template. I follow the instructions here in the tips and consideration to display the email: For the HRHD Detail Ag…
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Does Oracle Cloud Case Management have the ability to integrate with OutlookWe are looking for the ability to create or schedule appointments from a Case Management case and have the meeting automatically reflected in Outlook, including sending …
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Relationship Between SR Availability and Live Chat AvailabilitySummary: Im trying to better understand how agent availability works in Oracle HR Help Desk. Our expectation is that agents assigned to Service Requests (SRs) should be …
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NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A… -
Few emails are not generating helpdesk ticketsSummary: We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but…
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26C Help Desk Satisfaction Survey: Required FieldsIs making certain questions required supported in the Help Desk survey? (Send employee satisfaction surveys after a Help Desk request is resolved) I have configured this…
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Multi-BU profile option makes BU mandatory on Knowledge Articles — need workaround generic articlesWe're implementing HR Help Desk Redwood for a new client with multiple Business Units. We need HZ_ENABLE_MULTIPLE_BU_CRM enabled to support other BU-dependent setup in H…
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The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (…
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Unable to add resources to Help Desk QueuesHi All We are trying to add resources in queue for Helpdesk but getting below error. We have added resources in the directory as well but we are unsure about the system …