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
-
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… -
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… -
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 …
-
Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no… -
Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
-
Course on Case Management in Oracle UniversitySummary: Hello Experts, Is there any course on Oracle University to understand Case Management? Content (please ensure you mask any confidential information): Version (i… -
Inbound Email to HR Help Desk – No SR Created When Help Desk Mailbox Is Only in BCCSummary: Hi Team, We are using HR Help Desk in Oracle Fusion and are facing an issue where inbound emails do not create Service Requests when the HR help desk email addr…
-
Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an…
-
Unable to escalate helpdesk tickets to CaseSummary: We have run the 'Migrate Shared Queues and Categories to Case' process to copy all the helpdesk queues and category to Case. Now when we are trying to escalate …
-
Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
-
Unable to trigger a Notification to the Queue OwnerSummary: We want to send escalation notifications to the Queue Owner. We have enabled the Queue Owner field on the queue page and created a trigger on the Helpdesk objec…
-
What is the best practice for creating a HR Helpdesk integration admin user from HRHD to Servicenow?Summary: Hello, I am trying to create an admin user in order to test connection and set up between HR Helpdesk (clientside) and Servicenow Is there a best practice in or…
-
What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
-
Unable to access $user or $application.user variable in the layoutSummary: Hi Everybody. I have got a requirement to create a custom field in the HrHelpDeskRequest layout and its value would depend on the user that is currently accessi…
-
Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
-
Next Gen Help Desk AI AgentsSummary: Will Next Gen Help Desk and Fusion Service share AI Agents or will their AI Agents be treated separately? What AI Agents are available or will be available in t…
-
automatic queue assignment based on HR help desk category is not workingSummary: I am trying to create assignment rules for automatic queue assignment based on category but when I assign the category, the queue is not getting assigned automa… -
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
HR Help Desk Command Bar issues since 26A?Summary: Only a few users are having issues with command bar that is not working since 26A update. The full list of actions is not available. Content (please ensure you …
-
How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
-
Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
-
Assignment and RoutingHello Everyone, I am looking for a solution to the following scenario: When an employee raises a request under the Talent Management category in Oracle HCM, I would like…
-
When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
-
Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
-
Can we remove the ticket number (service request number) while external contact messageSummary: Is it possible to remove the ticket number (Service request number) while external contact message/communicate in Oracle HR helpdesk system. Content (please ens…
-
Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.… -
Linking Oracle Guided Learning and Help Desk Live Chat – Is It Possible?Summary: Has anyone successfully linked Oracle Guided Learning (OGL) with Oracle Help Desk Live Chat? We’re exploring ways to connect in-app guidance with live agent sup… -
Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Need to enable Triage AI Agent in Help Desk to auto classify Category.Summary: How do we enable this feature in our environment. We need to auto classify categories from Subject and Detailed Description of HR Help Desk Requests. 25D Docume…
-
Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
-
HrHelpDeskRequests VB custom LOV and APISummary: Hi All. I was hoping you could point me in the right direction. I am trying to further customise seeded HrHelpDeskRequests Dynamic Form/Layout (at this point I …
-
Agents/Resources names not appearing in "Assigned To" field in HR Help DeskSummary: Hello Team, I am unable to reassign hr help desk requests as a help desk agent. I have given them the resource role and made them the service representative. An…