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
-
Incoming messages are processed even when "Retrieve Inbound Email Messages"We are migration from Classic helpdesk to redwood experience. One of the migration step mentioned in Oracle document is to keep the process "Retrieve Inbound Email Messa… -
Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
-
Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
-
how to upload the custom icon for Safety incidents in Help desk moduleSummary: Hi Team, Is there an ability to upload the custom icon for safety incidents in the Help Desk module? Thanks, Sowmiya Content (please ensure you mask any confide… -
Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
-
Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
-
theme vanillaSummary: Our current theme is Vanilla : Our home page is like : Will the vanilla theme be deactivated ? If so, do we know the date on which this theme will be deactivate… -
Filter out list of values for manager titleSummary: I have created a custom field called Line Manager in case management. I want to configure the list of values so that only employees with the manager title are l…
-
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…
-
is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i… -
can we grey out the service request summary after the SR has been loggedSummary: Currently our SR description area is updatable even after the SR has been logged. This gives an opportunity to employees to change the content at any point when…
-
use cases for action plansI would love to hear from other customers what they are using Action Plans for. What are some use cases? Has it been helpful, etc.?
-
Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
24A-Employee search has Action which is again linking to HCM links- How to hide or remove the linksSummary: In 24A-Under Next Gen Help Desk Module Quick Actions >Employee search has Action which is again linking to HCM links- How to hide or remove the links to HCM Mod…
-
Unable to see custom field filters in Redwood Case management and HR Help desk list viewSummary: I have created custom fields in application composer but they are not pushing through to the Redwood HR Help Desk and Case Management filters on the list page A…
-
Table for Manage Service Assignment RuleSummary: Do anyone know what is the table to store the condition for internal service request assignment rule? Content (please ensure you mask any confidential informati…
-
Navigation to Object relationships in HR HelpdeskWhere to configure Object relationships in HR Helpdesk, need the Navigation to Object relationships in HR Helpdesk.
-
Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
-
Receive error when updating a knowledge articleHi, I receive the below error when editing a live knowledge article (Actions > Edit > Make changes > Save) I know that this error code means the below but this knowledge…
-
Hide the name from Knowledge articlesSummary: Hi experts, I am aware that in further release this functionality will be finally implemented and all Knowledge Article's names will be removed. This is where t… -
HR Help Desk and Case Management attachment filesSummary: For HR Help Desk and Case Management where are the attachments/files stored that are uploaded? Is there a guide on how these files can be accessed later on if s…
-
We want to know when would the Redwood experience is going to be mandated for HR Help Desk ModuleSummary: currently we are on the classic UI for HRHD module. Since redwood is not mandated, we have not proactively moved to redwood platform (as it is almost a reimplem…
-
Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
-
Case Management - Documents vs AttachmentsSummary: Difference in functionalities between Documents (Case Management) vs Attachments (HR Heldpdesk) Content (required): Hi Team We want to understand the difference… -
The login and logout data retrieved from the FND_SESSIONS table shows overlapping recordsSummary: The login and logout data retrieved from the FND_SESSIONS table shows overlapping records, making it difficult to determine the exact times users have logged in…
-
Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
-
Is there a way to copy the entire SR content and create a DOR of the same.It is a client's requirement to copy the entire SR content and create a DOR of the same, so that it is tagged to the employee.
-
How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
-
what rolesprivileges required to call following REST API-/hcmRestApi/resources/11.13.18.05/locationsSummary: what roles and privileges required to call following REST API-/hcmRestApi/resources/11.13.18.05/locations Content (please ensure you mask any confidential infor…
-
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…