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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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank … -
How do I enable in HR Help Desk the "Get AI Assistance" button?Summary: I am going through the Oracle Lab whilst doing a refresher in some modules of the Oracle HCM Cloud: Human Resources Help Desk course, and I see that there's thi…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business … -
Audit history in hr helpdesk showing wrong valuesSummary: I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit Hist…
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Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica… -
Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
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HR Help Desk - AI assist generative content can't be createdSummary: I am trying enable this feature: "Generate Resolution Notes when Resolving the Help Desk Request" (https://docs.oracle.com/en/cloud/saas/readiness/service/25b/s…
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Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
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Debugging groovy scriptsHello , When we used classic UI, we had option to debug groovy scripts via runtime messages. However I wasn't successful in getting the logs in runtime messages after mo… -
Approval Process in Case Management and HelpDesk in 26ASummary: Hi Team , As part of the business requirement, we need to enable an Approval Workflow in Case Management and Help Desk. The workflow should function based on th…
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Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay…
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Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com… -
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… -
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…
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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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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 …