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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Show Employee Number in HRHD Detailed Agent PageSummary: I have a requirement to show the employee number in the HRHD page for the agent so they do not have to click on the name of the person in order to see the infor… -
Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cl… -
Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help…
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What are the approaches for Microsoft teams integration with Oracle fusion procurement contractsSummary: How do integrate microsoft teams with Oracle fusion procurement contracts, are there any demos or any solutions available ? Content (please ensure you mask any …
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Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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Table name to fetch the Case Relationship detailsSummary: Hi Team, Could anyone please share the table name which stores the Case relationship details? Content (please ensure you mask any confidential information): Ple…
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guardrail not working fine for multiple agent rather than how it works in single agentSummary: 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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Cannot complete action in internal service requestSummary: When we try to complete this action, we get the error. But it do not mention what is the problem. We can complete in Non PROD environment. We only hit this prob…
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Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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HRHD Admin Unable to View Infolet Data Across Organizational HierarchyWe have a requirement for the HR Help Desk (HRHD) Administrator to view complete infolet data for all teams and managers within their defined organizational hierarchy. H… -
Hiding Product Field in Knowledge Authoring Pages Using VBSWe are currently working on a requirement to hide the Product field from the Knowledge Authoring pages. During an HRHD Knowledge session, we heard that this might be ach…
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Action plan name in Help Desk-HR Service Request Action Plan Actions Real timeSummary: Hi Team, While creating an OTBI report using the subject area "Help Desk - HR Service Request Action Plan Actions Real Time", we are able to see the Action Plan…
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Configure Status to show limited list of values depending on Case Type selectedSummary: Is there a way to limit the list of values in the Status field depending on the Case Type selected? For Instance in Case Management, if the Case Type selected i…
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Primary Point of Contact: Address Country field shows incorrect data on helpdesk requests pageThe field is pulling the country of 'primary point of contact' from the first assignment record. For example, if Person X started in Egypt and is now in the UAE, the cou…
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HR Help desk: object workflow not sending notification when request is createdSummary: We configured our object workflows for HR Help Desk to mirror our Service Request object workflows. We are getting notifications for our updates to requests but… -
Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request ?Summary: Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request Edit Page? Content (please ensure you mask any confidential informat…
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what license or module is required for internal requests?Summary:what license or module is required for internal requests? say we want to have internal request which can trigger a work order...can this be possible? employee wi…
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When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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25C Knowledge Management - Agent Experience: Question Answering in My KnowledgeSummary: Clarify about this new feature available in 25C related to Agent Experience > Question Answering in My Knowledge. Content (please ensure you mask any confidenti…
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Is Guided Journey available in Help Desk page?Hi everyone, We are currently exploring the possibility of leveraging Guided Journeys within Oracle HCM Cloud Help Desk (Redwood) pages using Visual Builder Studio (VBS)…
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A database constraint was violated while storing the changes in the database in CX Sales ActivitiesSummary: When we try to change any fields or status in the Activities it is showing A database constraint was violated while storing the changes in the database error wh…
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Is it possible to auto translate the content of knowledge articles?Summary: When we use the 'Translate' option in knowledge articles, it is just translating the prompts and headings. How can we translate the content too? Content (please…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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Error in saving internal help deskSummary: Applying List binding LOV_BUOrgId with given set of values leads to no matching row for a row of type :InternalServiceRequestRest, key oracle.jbo.Key[3000006419…