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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Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr… -
Restrict Affected Party/Subject person from viewing as a contactSummary: Is there a way to restrict a Subject Person/Affected party from viewing an SR as a contact? When a leader submits an SR on behalf of an associate, especially if… -
26C: Can we hide the button to Start the Employee Help Desk Self Service Assistant from Search?Summary: In 26C, there is a new feature: Start the Employee Help Desk Self Service Assistant from the search bar https://docs.oracle.com/en/cloud/saas/readiness/service/… -
Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
How can we restrict agents to view and manage only tickets assigned to their specific queueSummary: How can we restrict Oracle Fusion Help Desk agents to view and manage only tickets assigned to their specific queue, without accessing tickets from other queues…
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need steps for Conversions from Service Now to HR HelpdeskSummary: we want to migrate our tickets details from service now to HR Helpdesk Content (please ensure you mask any confidential information): Hi, we need steps for conv…
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Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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HR Help Desk - Case Management : Primary contact on case management not workingSummary: We are working on enabling case management (redwood page along with HR Help Desk). We are not able to understand the below primary contact in case management : … -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au…
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custom case management fieldsSummary: Hi @Chris Warner , there is currently a limit to the number of date fields available to create in the Case object. We have a customer who is looking at requirin…
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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While making changes in VBS, it is getting deployed but are being removed after some timeSummary: I have added custom fields on a page and published it. Its showing there temporarily. When I close the page and open it again, changes are being removed from th…
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Disable Classic HR Service Request Post Redwood MigrationSummary: We have enabled Help Desk in Redwood and have already removed the classic Helpdesk access in structure. However, users who have added the classic Helpdesk to th…
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To be able to assign service requests to agents on the basis of AOR/LocationSummary: Hello Team, We are trying to add the fields of AOR/Location to see if the process of assigning service requests can be automated on the basis of the primary poi…
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Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works?Summary: Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works? Content (please ensure you mask any confidential information): V… -
Affected Party Spotlight Template: Email missing in HRHD Detail Emp FlowSummary: I'm configuring the Affected Party Spotlight Template. I follow the instructions here in the tips and consideration to display the email: For the HRHD Detail Ag… -
How can we prevent an Employee from changing the Status of a Help Desk Request?Summary: When an employee is viewing their own Help Desk Request, they can click the Edit button and then change the Status. Is there a way to make the Status field read…
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Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
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Employee able to reopen HR help desk requests despite profile option setWe have set the profile option to include only Copy and Resolve actions. Reopen action is not set, as seen below. However, the employee is still able to reopen the reque…
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…