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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How does the search in MyHelp work?Summary: As I understand it, when a user using the Search functionality in the MyHelp area it performs a key word search on existing SRs and knowledge articles (and Jour… -
Is it possible to default any one email channel in Help Desk for composing the email.We have multiple email channels configures under 'support' purposes, but while composing the email from help desk page we wanted to set "Ask-HR" email channel as default… -
I am not able to see different BU's in the dropdown to associate with the knowledge articlesSummary: I want to tag different BU's to the knowledge articles. However, I can only see the default BU in the dropdown (Knowledge Authoring page). How can I see the lis…
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Email from profile option set up to custom email address it is populating external flag with emailSummary: I changed the profile option SVC_OUTBOUND_EMAIL_FROM from noreply@oracle.com to other email, now when the acknowledgement emails are coming after raising an SR …
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Import inspection itemsSummary: Hi, I'm trying to import inspection items via Import feature within Oracle HNS but receiving the error as below: Content (please ensure you mask any confidentia… -
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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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Does the Min Max Planning Report in Fusion consider the Open Purchase Requisitions?Summary: Does the Min Max planning report consider the open Purchase requisitions that do not have a Purchase Order created yet in the list of sources to calculate the o…
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How to default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def…
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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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Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan…
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Is there a way to remove/hide Attachments categories while creating Help Desk Request? pls suggest.Summary: 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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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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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…
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Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
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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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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A… -
Relationship value is failing to update when items are addedSummary: When adding items to the Relationship section in on the Case Management form the value is still showing as 0. This has been tested on both Edge and Chrome brows…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
How system sorting the available email channelSummary: Hi All, I may define a number of email communication channel. But I would like the default is always go to ppaebshelpdesk@pilbaraports.com.au. It is possible to…
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Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
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Start Internal Conversation With details is not capturing the email replies.We have configured a channel under 'Collaboration' Purpose for the email based reply for conversation so in all the scenarios it is working fine it is capturing the emai…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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How do I enable in HR Help Desk the "Get AI Assistance" button?Summary: I am going through the Oracle Lab whilst doing a refresher in some modules of the Oracle HCM Cloud: Human Resources Help Desk course, and I see that there's thi…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business …
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Cannot find staff under "Identify Resources"Summary: I have an issue with the existing staff in the training environment: I cannot find any to Identify as Resources in the system. I guess that it is because the HR…
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Audit history in hr helpdesk showing wrong valuesSummary: I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit Hist…
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Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica…
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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…
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…