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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Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr… -
Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but… -
Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe…
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"Oops I'm encountering a spot of trouble. Please try again later"Summary: I am getting this message in Digital Assistance when I click create Service request I am getting "Oops I'm encountering a spot of trouble. Please try again late…
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Action Plan Templates - Actions to be triggered based on custom fieldsSummary: Action Plan Templates - Actions to be triggered based on custom fields Content (please ensure you mask any confidential information): We have a requirement to c… -
Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"…
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…
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What Privilege's are needed to update agent field (Assigned To) in help deskSummary: Assigned the Next Gen Manager role however, the Manager is unable to make changes to the Agent Field (Assigned To), when assigning Next Gen Admin role the admin… -
Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H…
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May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d… -
The phone number of the primary contact is not displayed correctly.Summary: The phone number of the primary contact is not displayed correctly. Content (required): The phone number of the Primary Contact is not displayed correctly in th… -
Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case…
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Employee is unable retrieve MY FAQs in HR HelpdeskEmployee is unable retrieve or view MY FAQs in HR Helpdesk. How to configure or check if the FAQs are setup correctly or not. Customer enabled Redwood pages to use Helpd…
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We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…
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How to Convert Helpdesk ticket to Case?Summary: Could someone please assist me in converting a Helpdesk ticket to a Case? Kindly provide the necessary documents and outline the steps involved. I greatly appre… -
How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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REST API to get configuration details of 'Manage Integration of Additional Applications'Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…
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How to get the Static IP & SSH Key for Payroll Integration with BankWe are integrating Oracle Fusion HCM with the bank server for salary processing and require the following: -Static IP for both Test and Production environments to be sha…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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Escalate to Case smart action getting stuck on pageSummary: When I use the Escalate to Case smart action I am able to see the case successfully but it keeps getting stuck on this page. I always have to completely close a…
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Oracle Fusion HR Help Desk-Category creation on the basis of legal entitiesHello Team, Categories in HR Help Desk are created on the basis of business units. Is it possible to add legal entities as a field there as well? Will it be possible to …
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Unable to see all open help desk requestsSummary: hi Team, I have two users having the same roles One of the user is able to see all the open help desk requests The Other user is not able to see the same list, …