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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Case Type menu to produce a set of values using choice menuSummary: I want to create a choice list for the case type. I have been trying to do this in Visual Builder but with no success. For instance when a Case Type such as Dis… -
In Visual Builder I want to set up the Case Type Look Up field to display specific buttonsSummary: Content (please ensure you mask any confidential information): In Visual Builder I want to set up the Case Type Look Up field so that when each value is selecte…
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Automatically trigger Escalate to Case Smart ActionSummary: Content (please ensure you mask any confidential information): Is there anyway to automatically trigger the Escalate to Case smart action once the HR Help Desk …
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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Need Query for Fusion ESS processes with Notification type identifiedSummary: Need a query to list all Fusion ESS 'parent' scheduled processes, identifying the following for each waiting 'parent' processs: process id, process name, and fo… -
Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
Tasks in Case ManagementSummary: If I add an action plan, I'm expecting the Tasks type actions to show under the Tasks section in the Case Details page, however it's only showing Tasks that I'v…
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Receiving duplicate emails for the same updatesHi Team, I have written the groovy script for MessageTypeCd ORA_SVC_RESPONSE and ORA_SVC_CUSTOMER_ENTRY. When there is a message updates, it give the notification only o…
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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The Chat Bot on DOP is not workingSummary: The Chat Bot on DOP is not working Content (please ensure you mask any confidential information): Description The Chat Bot on DOP is not working it is constantl…
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Oracle Fusion Cloud SCM 25A Known Issues Internet Explorer or Chrome link doesnt workSummary: facing the error while trying to access Known issues link - {"title":"Forbidden resource","detail":"Unauthorized access","type":"https://www.w3.org/Protocols/rf…
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How to manage users locked in API interface?Summary: How to manage users locked in API interface? Content (please ensure you mask any confidential information): Hello, when the user provides incorrect password 5 t…
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Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR ticketSummary: Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR related ticket to be created in Jira by either API or file-based (v…
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Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O… -
How to stop automatic replies creating new Help Desk requests?I'm curious if anyone has managed to prevent employee automatic replies from creating new Help Desk requests? We're facing an issue with multiple requests being created …
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'Escalate to Case' smart action is not workingSummary: Content (please ensure you mask any confidential information): I have enabled the 'Escalate to Case' smart action in Application Composer, When i test the smart…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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Expected behaviour for 25A "Suggest knowledge to employees when creating a Help Desk Request"When profile option ORA_HD_KM_SUGGEST_ON_CREATE is set to 'Show When Request Submitted' it asks the user if the suggested knowledge is useful and if they would like to d…
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Unable to include employee name in the Acknowledgment mail sent to the employeeSummary: Unable to include employee name in the Acknowledgment mail sent to the employee when SR is created Via Inbound mail. Currently we can have only SR number which …
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Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood)Summary: Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood) Content (please ensure you mask any confidential information): There …
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Unable to assign a case to someoneSummary: I'm unable to assign a case to a resource member. The error message just says " Please try again later and if the issue persists, contact your help desk." What …
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Helpdesk Agent is unable to Escalate HRHD Request to CaseHi The HelpDesk Agent is unable to Escalate the Service Request to Case from his login. Agent opens the SR, and calls the Action - Add Action → Escalate HRHD Request to …
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Unable to view closed requestsSummary: Content (please ensure you mask any confidential information): I want to see all the Closed requests in the HRHD list. I can only see the New, In progress, Wait…
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External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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helpdesk surveySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…