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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'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E… -
Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
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Action dropdown & Compose ButtonSummary: Helpdesk Agent is not able to view related options in Action dropdown when he opens the Helpdesk Service Request. Also, he is not able to Compose any message as… -
Groovy script for request creation not workingSummary: Content (please ensure you mask any confidential information): I am trying to set up a notification in the HR Help desk for Redwood once a request has been crea…
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Change the severity to high when Critical field is turned onSummary: There is a requirement from business to change the severity to high when "Critical" field is turned on. Please confirm whether this change is feasible, If yes h…
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The groovy script for a resolved requestSummary: Content (please ensure you mask any confidential information): I created the below groovy script to send out a bell and email notification to the primary contac…
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Fetching user roles failed with error code 501Summary: We are trying to make some customizations using VBS on Case Details (EDIT) page, but we are getting an error. Could anyone suggest what is the reason for this? -
Visual Builder Error when I try and previewSummary: Content (please ensure you mask any confidential information): After adding new custom fields and duplicating the layout for Edit Mode in Case Management I keep…
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How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…
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Missing Burger Menu Button for Smart Text CreationSummary: Missing Burger Menu Button for Smart Text Creation in Oracle Release 24D Content (please ensure you mask any confidential information): Hello everyone, Since th… -
Fields are editable even when SR is closedSummary: All the fields are editable even after SR is closed, in previous version all the fields will be non editable. Although the save and cancel button are hidden in …
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HR Help Desk to Redwood DeadlineHello, Is there a deadline for the migration of the HR Help Desk to Redwood? The last timeline shared by Oracle did not appear to specifically mention that the HR Help D…
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Copy value of Primary Contact into a custom fieldSummary: On the Case Management landing page, the Primary Contact and Primary Contact: Name columns are not showing any values, even though a Primary Contact has been as… -
Queue is not automatically updating upon changing Primary Point of Contact in Classic HelpdeskIssue: Queue is not automatically updating upon changing Primary Point of Contact in Classic Helpdesk Steps to Replicate: Login to system Go to Help Desk > HR Service Re…
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HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa…
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How to enable infolets in HR Help DeskHello everyone, I am looking for a ready made document for enabling infolets in HR Help Desk. I couldnt find any with respect to HR Help Desk. Looking for pointers on th…
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enable migration for HR helpdeskSummary: I am trying to migrate Classic Helpdesk to Redwood. While trying to run the scheduled process-"HR Help Desk Metadata Migration to Redwood Help Desk”, HR "Help D…
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Is it possible to add a value to the Action 'Status' list of valuesSummary: Is it possible to add a value to the Action 'Status' list of values, what is the name of this lookup? If you add a "Task" action to a SR or Case, and click on E… -
Exception during RestAction error in the Case page after 23D upgradeSummary: Exception during RestAction error when creating a case Content (please ensure you mask any confidential information): Case page is not working as expected. Exce…
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How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
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How an Service Request is closed manually in HR Help DeskSummary: Hello everyone, How can a user in HR Help Desk can manually close a Service Request in HR Help Desk, I see an option for Auto Close via scheduled process. But a…
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action planSummary: 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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How can I change my language preference in my Cloud Customer Connect Account?Summary: How can I change my language preference in my Cloud Customer Connect Account? Content (please ensure you mask any confidential information): How can I change my… -
Logic used in Long wait on Agent reportSummary: The description given for "Long wait on Agent" is as below, but I wanted to know the exact logic. Like the report will pull report if the agent havent logged in…
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I need to migrate my certificates from my old company to the new company how can i do this?Summary: I need to migrate my certificates from my old company to the new company how can i do this? Content (please ensure you mask any confidential information): Versi…
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Where can I find the list of allowed attachments for Legacy HR Help Desk (Service Offering)?I need to find out what attachments we are allowed to upload to Legacy HR Help Desk Service Requests (Service Offering/B2B Service version of Help Desk, not Redwood/Next… -
Issue with Scheduling Option for Service Request Queue AssignmentHi, We have a specific user who sets up processes, but for this particular process, they are unable to select the schedule option (plan). Even when it is selected, they …
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Unable to search articles uploaded in Knowledge Classic using Help Desk in ODASeeing below Fail message despite of articles uploaded in Knowledge Authoring Classic There is no available data to search. Contact your Help Desk
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How can I see my past requested ticket in new MOSHi, After MyOracleSupport upgradation, I can not see my previous closed tickets. If I try to search in search bar, I did not get any result from new MOS. Can anyone sugg…
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Configuring custom milestones. Why is action button greyed out?Summary: I am adding an additional entitlement type. I should be able to make a custom HR Service Request Subscription Entitlements but the action button is greyed out. …