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
-
Case Management - Restrict cases based on Legal EmployerSummary: Restrict cases based on Legal Employer Content (required): We are implementing the Case Management. There are 2 roles i.e. Case Manager and Case Worker. There a… -
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
-
How can we make the Resolution Code and Outcome fields visible only when the status is Resolved?Summary: Hi Everyone, Oracle recently launched the Quick Edit feature for Helpdesk requests in 25C. To use this feature, we also pulled in some custom fields using VBS o…
-
Migrate custom standard lookups into new environmentSummary: I have created custom standard lookups in a specific environment and I want to migrate this into another environment. Recreating several lookup's is quite time …
-
HR Help Desk - Can CategoryHierarchy (Category Hierarchical Picker) Be Set as Required in VBS?We are looking to make our Category selection a requirement for our HR Help Desk Agents, without affecting our Employees (not required for Employees). I was wondering if… -
Unable to retrieve content. Additional information for "Remote Region errorSetup & Maintenance > Manage Resources > Add > enter resource name (emp name)> select 'Employee' in the usage box
-
Can you restrict case manager access by queues that they are in?Summary: We have a requirement for a case manager to only be able to see cases for which queues they are assigned to. We have a custom security role built which is still…
-
restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Single select button creation based on fusion Employee field in Redwood VBS HRHD (Internal Helpdesk)Summary: In HRHD (Internal Helpdesk Service Request) for VBS redwood customization we had requirement for bringing Employee Details (Employee number, Employee name) as t…
-
Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
-
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…
-
Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
-
Custom Description field in HR Help Desk not listed in Action Plan Action attributesSummary: I have created a custom description field in Application Composer for the HR Help Desk. When I attempt to configure it into the Action Plan Action settings its …
-
Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
-
Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
-
Missed Help Desk Live Chat NotificationSummary: When an agent misses a Help Desk Live Chat, a seeded notification is triggered. When clicking the link of the notification, a blank page loads that seems to rou… -
What is the maximum file size allowed for attachments in a Help Desk ticketSummary: I tried to attach a 12 MB file, but system gave "Email size exceeds maximum 10 MB allowed" warning. Content (please ensure you mask any confidential information…
-
Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Is there a way to make the Outcome and Notes required for Live ChatSummary: Is there a way to make the Outcome and Notes required for the agent side of Live Chat when a chat is closed? Content (please ensure you mask any confidential in… -
View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…
-
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
-
Redwood HR Help Desk : how can we make Fields Read Only on My Help > Edit SR PageSummary: Hello Experts, We hope this message finds you well. We are looking to make the fields "Severity," "Status," "Critical," and "Category" read-only on the My Help …
-
Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe… -
Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
-
Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
-
Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom…
-
why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that…
-
Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …