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… -
Want to know more about AI in Help Desk?We’ve been getting a lot of questions about AI and its use within Fusion Help Desk in the Redwood experience. We understand! Adoption of AI is moving quickly, and we hav…
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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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Characters limits for content entered into request Messages and Conversations and SmartTextsSummary: In HR Help Desk, what are the characters limits for content entered into request messages and conversations and SmartTexts? Content (please ensure you mask any … -
How to enable automatic creation of HRHD request for MSS transactionsSummary: We have a scenario where when manager initiates any self service transaction such as Promotion, Termination, Change Manager, Transfer, a HRHD ticket gets create… -
How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
Classic HR Helpdesk depreciation announcement , is this also include Oracle CLoud CRM HelpdeskSummary: On the Classic HR Helpdesk announcement on the desupport , is this include Oracle Cloud CRM Helpdesk - Our client has implemented CRM helpdesk 7 years back when…
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Queue Assignment routing based on Primary contact Areas of ResponsibilitySummary: We have a client requirement to assign queue to HR requests based on the primary employee contact's areas of responsibility (AoR). I cannot find this attribute …
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HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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Create Action Plan privilege not giving the access expectedSummary: My client wants a custom role to give to members of their HR Support Desk and Employee Relations teams to create and manage Smart Texts and Actions/ Action Plan…
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How To Add Position and Job Details as DCL in Oracle Fusion HR help DeskSummary: In Oracle Fusion HCM, within the Client Groups → Hiring module, the Create Requisition page provides out-of-the-box DCL fields for Job and Position. However, as…
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Redwood: Some Users Cannot See The Ratings Option On Redwood Knowledge ArticlesHello, We are setting up HR Help Desk in redwood. During testing, we noticed that for some users, there is no ability to rate the knowledge articles and for others there…
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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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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described inhttps://docs.oracle.com/en/cloud/saas/sales/faiem/imp… -
Cannot delete Primary contact section in HRHDSummary: Good morning, I notice that it's not possible to edit/delete a primary contact in the "contacts" section in a service request intrface: How to delete a contact …
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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List of Actions display at the bottom of screen in Case ManagementSummary: The Action Plan list is now displaying at the bottom of the page within the Case Management form. Before it was appearing at the top? Is there anyway I can brin…
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Inactive assignments of an employee are currently being displayed in the HRHD Agent UISummary: Inactive assignments of an employee are currently being displayed in the HRHD Agent UI, which can be confusing for users. Specifically, when creating an HRHD re… -
HRHD: Common Email Communication ChannelSummary HRHD: Common Email Communication ChannelContent Hi All, We have defaulted the BU under profile option: HZ_DEFAULT_BU_CRM and the same is getting defaulted at the… -
I am not able to see the queues in HR Helpdesk.Summary: I have created the queue in HR helpdesk but not able to access this queue. When I opened the Queue screen then any queue are not visible as seen in the below sc…
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Nextgen HRHD Infolets - How to hide other dashboards on 26ASummary: Hi, Trying to hide Nextgen HRHD infolets dashboards which are not Help desk related (Absence, Recruitment, etc). I tried using VB but for some reason I dont hav…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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Resolution Metric details are not populating in SRSummary: Hi all, I have created milestones with 3 coverages schedules with all coverages having Monday to Friday fixed schedules and Sat/Sun off. However, when I run the…
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SmartActions as actions types aren't working as expectedSummary: In 25A there was a fab new feature allowing us to configure Action types as SmartActions, this made the action plans really powerful when a task was to add a do…
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HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
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Access HelpDesk Request as Contact (25D)Summary: Hi Team, I am trying to enable the feature 'Access Help Desk Request as Contact (25D)', and stuck at below step. Steps to Enable and Configure: Under the Object…
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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O…
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Internal service Help Desk request Infolet page does not show any dataSummary: When we navigate to Help desk request, click on infolets button , infolets page open , every sub task information shows only zero data. Please help how we can e…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …