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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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… -
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…
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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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Unable to add custom fields to Redwood Help Desk employee viewSummary: I am unable to add custom fields to the Employee HRHD edit view. I have re-added the fields via Application Composer several times but I get the same issue when… -
25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Workflow automation in 25DHas anyone tried turning on workflow automation feature in 25D? I attempted to enable this in the workflow preference screen and the moment I attempt to save it, I get '… -
As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Case Management section counters are not working for all casesSummary: I have some cases that include conversations and Team Members and contacts but the counter isn't updated to show the number of items in the section, this isn't …
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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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Can we avoid Inter org payables/receivables account entries in simple interorg transfer transaction?Summary: How we can avoid Inter org payables/receivables accounting entries for inter org transfer transaction if it is within single BU. Is there any set up in cost man…
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Data conversion from Peoplesoft to Oracle - Grievances & Disciplinary Actions in Helpdesk moduleSummary: Can we convert historic data from peoplesoft application to Oracle cloud of Grievances & Disciplinary Actions in Helpdesk module?
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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
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 … -
Unable to find Existing Timecards tile in Oracle cloud Under ME after 25D upgradeSummary: Unable to find Existing Timecards tile in Oracle cloud Under ME after 25D upgrade. I am only getting Absence related tiles. not getting Time related tiles. Is t…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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Auto-Associating New Line Managers to Existing Cases in Case ManagementSummary: We have a requirement in Case Management where Line Managers are assigned to cases as Case Workers and are responsible for completing specific tasks until the c… -
Unable to View All Help Desk Order Requests Despite Role AssignmentsSummary: Hello Community, A user has been assigned both the Internal Help Desk Manager and Internal Help Desk User/Agent job roles. However, the user is unable to see th…
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'Queue' manager should be able to see queue members data in infoletsSummary: Hi, Currently, Infolets allow a resource to view only their own data. At present, there is a single resource organizational hierarchy in the resource directory,… -
Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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Internal Service Request not display the assigned toSummary: Hi, anyone know why when I try to edit the internal service request. Sometimes, the assign to do not display the value. When you exit the service request and go…
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View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
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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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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Case Management Alerts- Alert to the Line ManagerSummary: We have a requirement to trigger an alert when a Line Manager is added as a Team Member on a case that belongs to their direct report. Essentially, as soon as t…
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Collaborator cannot see responses when SR is created by an agentHello Experts, We are facing an issue in Oracle HCM Cloud – HR Help Desk (HRHD). When an HR Help Desk agent creates a Service Request for a collaborator: The collaborato…
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Can I delete an internal note in HelpDesk?Summary: I cannot see any option or find any documentation that says how to delete an internal note in HelpDesk Content (please ensure you mask any confidential informat…
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help deskSummary: Smart action help desk doesn't work - Help Desk Redwood — Cloud Customer Connect -
HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…