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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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… -
Error while adding the individual action plan to a case and escalating HRHD to a caseSummary: Receiving error message JBO-FND:::FND_CMN_INVALID_ATTRB_API_SERV: (SVC-5295310) in two case management scenarios. Adding an individual action to a case. The sam… -
Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o…
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Can we trigger notification for response/updates on Conversations?Summary: We want to send notifications whenever there is an update on the 'Conversation' part. Is it possible? Content (please ensure you mask any confidential informati…
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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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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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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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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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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari…
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t… -
Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H…
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Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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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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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 …
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Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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User Group Department drop down is missingSummary: We tried to create user groups in help desk knowledge management, Department drop down is blank. Please suggest what steps we need to perform to enable it. Cont…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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Hide Assigned Agent on Primary Point of Contacts SR Summary pageSummary: My client has a requirement to hide the assigned agent from the Primary Point of Contact on both the service request summary edit and detail page. This is servi… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Inbound email Ticket CreationSummary: Can someone post the correct Oracle Help instructions for configuring ticket creation from emails sent to a specific outlook inbox? So far I have followed this:…
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Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,…