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… -
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… -
Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat… -
How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr… -
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 …
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Generate Knowledge Article from source document using AISummary: Error while generating Knowledge Article from document Content (please ensure you mask any confidential information): We are trying to generate a Knowledge Arti…
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Will we be charged in DEV environments when using GPT-4.1 mini and GPT-5 mini?Summary: We are presently in the process of trying to setup some AI Agent Teams - specifically the "Employee SelfService Assistant" Agent team. I successfully set this u… -
How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Pro Tip - Understanding Patching Options for Fusion ApplicationsThis Pro Tip provides an overview of patching in Oracle Fusion Applications, including available patching options, scheduling, and best practices for managing updates. P…
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How can we restrict the employees to view SRs where they are a contact (My Help page)Summary: Currently employees have an option to view SRs based on these filters. Can we hide this option to view SRs where they are a contact? Content (please ensure you …
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Location based access for Help Desk agentsSummary: Location based access for Help Desk agents Content (please ensure you mask any confidential information): We have location HRs in our Queues and we want that lo…
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Hiding the "+" button in the message and rename it to replySummary: There is a “+” button available, but its purpose is not obvious to users. Is there a way to rename this “+” button to “Reply” so that its functionality is clear…
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Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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Issue with helpdesk creating duplicate tickets using Email Communication ChannelSummary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe…
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Remote Region Error #2 When Exporting Jobs to Spreadsheet from Manage Jobs TaskHello Everyone - We are encountering an error when attempting to export jobs to a spreadsheet from the Manage Jobs task page. Navigation: Setup and Maintenance > Manage …
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How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…
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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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HDL to assign resources to queuesSummary: As we know the new 26B feature doesnt work assigning resource teams to queues directly. as a alternate approach we are looking for feasibility if we can do a HD…
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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custom field not showing in landing page of activitesSummary: custom field not showing in landing page of activites Content (please ensure you mask any confidential information): Trying to show a custom field in landing pa…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…
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Is there a way to hide case when clicking on the primary contact?How can I hide the case tab from HR Help desk?
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
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HELP DESK | modify sender emailSummary: Hello everyone, I would like to know if it's possible to modify the sender address configured in the email template used for service request completion notifica…
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Action start date populated incorrectlySummary: We have created action plan templates with actions associated to them we require the start date to be mapped to a custom field however when we add the action pl…
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Show Employee Number in HRHD Detailed Agent PageSummary: I have a requirement to show the employee number in the HRHD page for the agent so they do not have to click on the name of the person in order to see the infor…
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Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…