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
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Help Desk
Discussion List
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Access for non workersSummary: Hello, Can non workers have access to Helpdesk? Pensioners/Retirees should be able to access the Helpdesk to create their own request or/and to access Knowledge… -
Does Fusion AV scan incoming emails into HR Help Desk communication channels?Summary: HR Help Desk supports email based communication channels. Does Fusion anti-virus scan incoming emails before handing the email over to the HR Help Desk module f… -
How to create SmartText in Next Gen HRHD (not Redwood)?Summary: We have been having a hard time implementing smart Text in our HRHD. After using the "Implementing Help Desk" as a guide to enabling SmartText, we are not sure …
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Change the category of completed requestsSummary: As a member of the employee relations team, I should not be able to change the category of completed requests what is the possible way? Content (please ensure y…
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Visual Builder duplicates not deletingSummary: I am unable to delete duplicates i have created in visual builder for the hr help desk form. I'm not sure if its causing the form to appear blank in the test en…
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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WHEN ACCESSING AS AGENT THIS ERROR APPEARS: The offering isn't enabledSummary: We are implementing Help Desk to create IRS for Maintenance. If I access as user I am able to create the IRS. bit if I access as Agent hte menciones error happe…
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Can't delete categoriesSummary: Hi, For some reason whenever I try to delete these categories seen in the image below, I get an error stating that I can't delete it due to it supposedly being …
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Non-worker Unable to Open Service Requests and View Articles in Help Desk ModuleWe are encountering an issue where a Non-worker in Oracle HCM is unable to open service requests in the Help Desk module and cannot view articles. This issue persists de…
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Help desk Sr's are not loading, Indexing errors in Help desk when Elastic Searchfull publish is doneHelp desk Sr's are not loading in Landing page, Indexing errors in Help desk when Elastic Search full publish job is done, any pointers any one? Error:Subrequest 8593047…
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Move Classic HR Help Desk to NextgenSummary: My client is using Classic UI of HRHD need to move HRHD to NextGen what is the process and is there any document to follow the same or is there any video to ref…
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What is the groovy Script for an SR is updatedSummary: Hi Experts! Can someone please help me with the groovy script that can be used if the SR has been updated. So if Agent updates, employee is notified and if empl… -
Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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How to add Holidays in HR HelpdeskSummary: I am attempting to add Holidays that will not be counted towards the SLAs in HR Helpdesk. Content (please ensure you mask any confidential information): Does ad…
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HRHD Subject Area Time Month formatSummary: Hi Help Desk - HR Service Requests Real Time Subject Area have Time.Calendar Month field. The value is coming as '2024-12' (YYYY-MM) Format. We need to display …
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Time Remaining field in Hr HelpdeskSummary: As we know that standard "Time Remaining" field is rounding down the time in only one unit and it considers all the week days hence we are looking for creating …
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Export scheduled notifications reportSummary: We have users that stopped receiving notifications for scheduled processes. Is there a way to export and review a list of scheduled processes with details like …
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HR Help Desk Service Requests are not getting created from inbound e-mails as expected.Summary: i went through Oracle Documentation - Doc ID 2524716.1 . SVC_INBOUND_EMAIL_ADDRESSES = pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com in…
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Translation of custom fields on Redwood PageSummary: Hi, We have a requirement to translate SR Creation Page on Redwood. We navigated to select language preferences and tried translating the SR creation Page. What…
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NextGen: Need a sample Groovy when SR closed by Agent/RequesterSummary: Hi Experts, When SR closed by Requester/Agent I want to send BELL Notification & Email as well, could anyone having sample groovy please share it with me. @Reet… -
HelpDesk Service Requests Attachments RequiredSummary: We have a requirement to make the Attachment Region Required on SR Creation. How can this be achieved? Content (please ensure you mask any confidential informat…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
Is posible create milestone for category in helpdesk?Hello Community! The customer needs to create milestones by categories, Is there any way? When I create milestone it applies to everyone. Regards.
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Can an Internal Help Desk update the Installed Base assetSummary: We are using Internal Help Desk. We are not able to update/change the Installed Base Asset from the Manage Help Desk Requests page. Is this standard functionali… -
Hide the author names from the actual knowledge article page.Summary: The author's name is visible on the actual knowledge article page. In 24C, Oracle has released a feature that allows us to hide the name from the 'My Help' sect…
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BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
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How to Add Description for Severity Levels in HR Help DeskHi Everyone, I have added descriptions for severity levels under Service Request Severities in the HR Help Desk module of Oracle HCM Cloud. However, these descriptions a…