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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Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the… -
Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…
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How to update subcategory1 on closed Service requests in helpdesk?Hi All, I have requirement to update the subcategory1 on closed SR's. To achieve this i need to put subcat1 lookup code value in file to perform import activity.I tried …
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Is it possible to create ticket in Helpdesk start with certain range ticket number.Hi Team Is it possible to create ticket in Helpdesk start with certain range ticket number. like Ticket Number starts with 60000
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Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
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Customised multi select field is getting error messageSummary: I have created a customised multi select field called Request Category. It is being used in HR Help Desk Redwood. When i select more than one value I keep getti…
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields…
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Is there a way to extract audit log entries related to configuration changes in Oracle?Summary: We have an audit requirement request to extract of all audit log entries related to configuration changes within Oracle Fusion's Catalog modules. This includes …
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e-mail channels: separate e-mail address needed for Support and CollaborationSummary: We are configuring Next Gen HR Helpdesk (in Redwood), whilst configuring the inbound e-mail channels as per documentation: The account name of the channel serve… -
Unable to select memo lineSummary: hi Team, we are facing issue in the below screen unable to select the memo line from help desk request, any idea on how to verify the issue Content (please ensu… -
How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Can you specify what file types a user can upload to a Service Request in HR Help Desk?Summary: I know in other modules you can limit what document types can be supported when uploading miscellaneous attachments, but can't see any profile options to contro…
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Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…
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Relationship Type not showing affected personSummary: When creating a relationship with another case or request I want to be able to see the Primary contact or other contacts so I can see who the case is about. At …
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
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Enabling of OBIEE12c Agents As-IS during MigrationSummary: We need to move over 1000+ automated agents from our test system (DEV) to our live system (PROD) in OBIEE 12c on Linux. Normally, when we move these agents, the…
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Issue with Language Setting Automatically Switching to English in Release 25AHello, I have noticed an issue after updating to the new release 25A of Oracle Help Desk. When I set the login language to Italian, everything seems to work correctly. H…
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how to do different sequence Asset numbering for multiple business units in oracle fusionhow to do different sequence Asset numbering for multiple business units with different asset books if the option available in oracle fusion
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We would like to check for duplicate documents when uploading attachments in Oracle Fusion cloudSummary: We would like to check for duplicate documents when uploading attachments in Oracle Fusion cloud within transactions that allow attachments option. Is this poss…
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…
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How to add custom image to icons in Live AgentSummary: Hi All, Is there a way to add custom image to the live agent chat window. Here are a few highlighted regeiond in the image (LA_SVGIcons.png), how can we add cus…
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Help Desk - Add Action as Assign Journey - Smart Action does not workSummary: We have created a Help Desk action as Action and linked to Assign Journey smart action, it does not open the Journey page and does not do anything as per screen…
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Case Management integration with 3rd party tool NavexSummary: New Implementation of Case Management, Is there a way to integrate 3rd party tool like Navex with Case management using REST API Content (please ensure you mask…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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How to create Summary Box on Install Base Assets in accoun screenSummary: How can we create custom Summary Box on Install base assets for Account screen. Summary Box Content (please ensure you mask any confidential information): When …
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Can SR be linked at an internal levelSummary: If there are SRs which are dependent on one another then is there any way we can link them at an internal level. These interdependent SRs can have different or …
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HelpDesk is not sending emails to external email addressesSummary: We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is suc…