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
-
Link shared in live chat is not openingHi, I am having an issue when sharing a link on the live chat. AI suggest relevant articles to share which works fine and for the agent they can see the article they sha… -
Object workflow not triggering notification in bell iconSummary: I have configured a notification in email template and created object workflow, An Acknowledge email should be received to employee when helpdesk request is cre…
-
I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
-
Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
-
Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
-
Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass… -
AI suggestion Helpdesk ChatSummary: Unable to use AI suggestions in help desk chat due to dynamic links configuration error Content (please ensure you mask any confidential information): Following…
-
Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
-
how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…
-
Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
-
What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
-
AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
-
Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
-
Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
-
Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
-
Help Desk Live Chat 'Recent Interaction Page'Hi all, In help desk employee search I am able to see all the recent interaction that an agent had with a user in live chat. Would it be possible to expose Subject and n…
-
Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat… -
How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
-
Will we be charged in DEV environments when using GPT-4.1 mini and GPT-5 mini?Summary: We are presently in the process of trying to setup some AI Agent Teams - specifically the "Employee SelfService Assistant" Agent team. I successfully set this u… -
How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
-
HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
-
Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
-
Pro Tip - Understanding Patching Options for Fusion ApplicationsThis Pro Tip provides an overview of patching in Oracle Fusion Applications, including available patching options, scheduling, and best practices for managing updates. P…
-
How can we restrict the employees to view SRs where they are a contact (My Help page)Summary: Currently employees have an option to view SRs based on these filters. Can we hide this option to view SRs where they are a contact? Content (please ensure you …
-
Location based access for Help Desk agentsSummary: Location based access for Help Desk agents Content (please ensure you mask any confidential information): We have location HRs in our Queues and we want that lo…
-
Hiding the "+" button in the message and rename it to replySummary: There is a “+” button available, but its purpose is not obvious to users. Is there a way to rename this “+” button to “Reply” so that its functionality is clear…
-
Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
-
Issue with helpdesk creating duplicate tickets using Email Communication ChannelSummary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe…
-
Remote Region Error #2 When Exporting Jobs to Spreadsheet from Manage Jobs TaskHello Everyone - We are encountering an error when attempting to export jobs to a spreadsheet from the Manage Jobs task page. Navigation: Setup and Maintenance > Manage …
-
How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…