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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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. … -
HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Queue-based notifications for all agentsSummary: Queue-based notifications for all agents Content (please ensure you mask any confidential information): Hello, we are currently using Oracle HCM Help Desk and w…
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Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Oracle Certification migration from Old company email ID to new company mail IDSummary: Hi I recently joined the new organization, in my previous organization I had done the below Oracle Certifications which I need to map to my new company email ID…
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Redwood - Oracle HR Help DeskSummary: I have assigned roles for the end user, agent, manager and administrator and the help desk requests are lost. Content (please ensure you mask any confidential i…
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Some fields in quick edit flow (25C feature) are not editableI have just enabled the quick edit feature listed in 25C release notes https://docs.oracle.com/en/cloud/saas/readiness/service/25c/shde-25c/25C-helpdesk-wn-f37975.htm#sh… -
Is there a way in Case Management to search Cases by Affected party Case Contact relationship type?Summary: My client uses Affected Party to search for SRs and Cases in their current system, they are currently implementing HR Help Desk and Case Management and I can't …
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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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Helpdesk Service Request Acknowledge Email Short text & User details QuerySummary: Hi All, We have a requirement to change the Acknowledge email when an employee sends an email to inbound email address(which creates an SR). We want a message t…
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Is it possible to add Help Text to a Field through Visual Builder Studio?Summary: Hi, We have a few requirements to add Help Text to some fields in HR Help Desk (Next Gen). I know this could be done in App Composer before but that does not tr…
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How To Add Position and Job Details as DCL in Oracle Fusion HR help DeskSummary: In Oracle Fusion HCM, within the Client Groups → Hiring module, the Create Requisition page provides out-of-the-box DCL fields for Job and Position. However, as…
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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Agents restriction to view SRSummary: The client requires that service requests (SRs) be accessible only to the agent who is actively working on or assigned to the SR. Other agents should not have a… -
With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
Create Action Plan privilege not giving the access expectedSummary: My client wants a custom role to give to members of their HR Support Desk and Employee Relations teams to create and manage Smart Texts and Actions/ Action Plan…
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Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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Unable to trigger an email notification once the SR Is assigned to the queueSummary: We have used the below script but it doesn't send any notification, please suggest. Trigger: AfterTransactionPosted if (isAttributeChanged('QueueId') && Assigne…
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HR help desk tagsSummary: We wanted to understand the purpose of the tags feature on the new CX redwood HRHD SR page. Content (please ensure you mask any confidential information): There… -
Queue Assignment routing based on Primary contact Areas of ResponsibilitySummary: We have a client requirement to assign queue to HR requests based on the primary employee contact's areas of responsibility (AoR). I cannot find this attribute …
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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…
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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 … -
How to enable automatic creation of HRHD request for MSS transactionsSummary: We have a scenario where when manager initiates any self service transaction such as Promotion, Termination, Change Manager, Transfer, a HRHD ticket gets create…
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How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Classic HR Helpdesk depreciation announcement , is this also include Oracle CLoud CRM HelpdeskSummary: On the Classic HR Helpdesk announcement on the desupport , is this include Oracle Cloud CRM Helpdesk - Our client has implemented CRM helpdesk 7 years back when…
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HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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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…
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Cannot delete Primary contact section in HRHDSummary: Good morning, I notice that it's not possible to edit/delete a primary contact in the "contacts" section in a service request intrface: How to delete a contact …