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
-
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 … -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga… -
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…
-
Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
-
SmartText not appearingSummary: We have configured two test smarttext entries for HR Help Desk and set the interval to "Always" for availability. We are not seeing any smarttext when we type "…
-
How to default the subject with SR number in the conversation screen?Summary: How to default the subject with SR number in the conversation screen? I am able to set the message with the subject in ALL message page using an action listener…
-
Workflow Automations - Can These Be Deleted?We are creating workflow automations in one of our DEV pods, and I came across a scenario where I needed to delete one of them because it just simply doesnt work. I was … -
User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): V…
-
How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
-
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…
-
How can a line manager have visibility into Helpdesk requests created by their direct reports?Is there a way for line managers/supervisors to have visibility into Helpdesk requests created by their direct reports? Can they access the same via the Helpdesk tab on … -
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,… -
Is groovy script being replaced by Workflow Automation?Summary: I had a very quick question around groovy script and HR Help Desk, we’ve previously used this to automate notifications and update statuses etc, but I know Work…
-
How to do mapping between Seeded Category and Custom LookupsHi Experts We have created custom lookup on Request page. And we want to map it with seeded Category field. Category - Seeded Field Category L4 - Custom Lookup -
Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
-
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…
-
Groovy script notification when agent doesn't respond in x daysSummary: Looking for guidance on creating a groovy script to send a notification to help desk agents that haven't done anything with a ticket in 2 days. I've been search…
-
ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood KnSummary: We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisit…
-
How to restrict custom lookup values based on roles/department?Hi Experts On HR Help Desk SR Creation page, we have created few custom fields using standard lookups to select attributes related to the Main Category of SR. Requiremen…
-
Is it possible to Download and/or Print a Knowledge Article?Summary: Is it possible to Download and/or Print a Knowledge Article? We know that there is an ability to download/print attachments to a knowledge article - but our cli…
-
Auto Assign HR Help Desk Request to an AgentSummary: We currently have Auto distribution turned on for our HR Help Desk Queues. Our agents have the ability to mark themselves as available when they login for the d… -
how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…
-
HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
-
Which AI agent replaces ODA?Summary: Which AI agent replaces ODA? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): 26B Code…
-
Request for Detailed Guidance and Supporting Files for Oracle Help Desk to Microsoft TeamsSummary: Hello Team, I am looking for additional guidance on configuring the Oracle Help Desk to Microsoft Teams integration. I have already reviewed the Oracle document…
-
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… -
Can't add resources to Help Desk QueueSummary: When trying to add an employee to a help desk queue, they do not appear within the search results. Trying to understand if there is some type of restriction or …
-
Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
-
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
-
Add Maintenance Work Order being "Save Failed"Summary: I have Internal Service Request that will be proceeded into Work Order creation. However, the system shows Error "Save Failed" when I tried to save the work ord…
-
Supervisor dashboard needs to have separate license for Oracle Engagement Service ??Summary: Supervisor dashboard needs to have separate license for Oracle Engagement Service ?? Content (please ensure you mask any confidential information): Version (inc…