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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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de… -
How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes… -
Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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How to add HR helpdesk ticket as Hyperlink in Email ?Hi Team, We have a requirement to have hyperlink in email, so when employee click link it should route back to ticket in application. Setup the profile value "ORA_SVC_EN…
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how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…
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Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces… -
#NextGen Helpdesk: Is it possible for an ex-employee to create help desk ticket through an email ?Summary: Is it possible for an ex-employees to create help desk ticket through an email ? We have a specific scenario where client wants ex-employee to create helpdesk t…
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Securing Outbound Mails and Encrypted Email Sending in Next Gen HR Help DeskHello Oracle Community, I'm currently using the Next Gen HR Help Desk, and I'm concerned about the security of outbound emails. Can anyone provide guidance on how to sec…
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person number in Redwood HR Helpdesk templatesSummary: Hello Everyone, We are using Redwood HR Helpdesk and Person number is not available in the seeded fields available in the Agent and Employee Visual builder stud…
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How to install a language pack?Summary: We need help with the procedure to install a language pack on Oracle Fusion Applications Content (please ensure you mask any confidential information): We are t…
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Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…
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Assignment and RoutingHello Everyone, I am looking for a solution to the following scenario: When an employee raises a request under the Talent Management category in Oracle HCM, I would like…
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Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan…
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I am not able to create articles in Knowledge ManagementSummary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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I'm not able to create Articles in Knowledge Management.Summary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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Knowledge Workflow step assignmentSummary: How does the Knowledge workflow step assignment works while creating the knowledge article? Content (please ensure you mask any confidential information): Hi Al…
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Add an embedded video within Article in Knowledge Base?Summary: Hi, Would it be possible to add an embedded video within the content of an Article in Knowledge Base? Thank you, Kind Regards Silvia
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Knowledge report don't return any resultsSummary: Hi, I have an Issue on data, Standard Dashboard reports don't return any data Path: All knowledge by month - all article linked knowledge article suggestions - …
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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Auto Assign the case to the employee line managerHi, We need to automatically assign the case raised by the employee by email to his line manager for initial investigation before involving the case manager. Regards
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Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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Grievance helpdesk request be assigned to employee's supervisorRequirement: Upon the submission of a grievance help desk request, the system should automatically assign it to the employee's immediate supervisor. This assignment shou…
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Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario.
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Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H…
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Add line manager to CaseSummary: Is there a way to add Line Manager of the Person who has raised a case or his/her service request has been converted into a Case Content (please ensure you mask…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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public smartext is visible in EDIT help desk SR page but not create SR pageI created a public smarttext in the Manage Smart text folder and published it for Help desk stripe. It appears in the EDIT SR page detailed description but not in proble…
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How to disable the SLA so it doesn't count on weekendsSummary: How to disable the SLA so it doesn't count on weekends Content (please ensure you mask any confidential information): Version (include the version you are using…