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
-
How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t… -
Pro Tip - Understanding Bug and Defect Handling in Oracle SupportThis Pro Tip explains how Oracle Support manages bugs and defects in Oracle applications, including how issues are evaluated, tracked, and resolved. Understanding this p…
-
Pro Tip - Understanding Pod Sizing for Fusion ApplicationsThis Pro Tip provides an overview of pod sizing in Oracle Fusion Applications and explains how resource allocation impacts system performance. Pod sizing ensures that ap…
-
Pro Tip - Understanding Customization Guidelines in Oracle SupportThis Pro Tip provides an overview of Oracle Global Customer Services Customization Guidelines and explains how customizations impact support interactions. Understanding …
-
Pro Tip - Navigating Help Center DocumentationThis Pro Tip provides an overview of Oracle Help Center documentation and explains how to effectively navigate available resources. The Help Center offers comprehensive …
-
Pro Tip - Escalations and Manager Requests in Oracle SupportThis Pro Tip provides guidance on how to request management attention for a service request (SR) within Oracle Support. The escalation process is designed to ensure that…
-
Why are there 4 critical patches applied per year and are they really necessary for us?Summary: Critical patches notifications Content (please ensure you mask any confidential information): We receive notification for application of critical patches, 4 tim… -
Pro Tip - Understanding Quarterly Updates for Fusion ApplicationsThis Pro Tip provides an overview of Oracle Fusion Applications quarterly updates, including what they contain, how they are scheduled, and how to prepare for them. Quar…
-
Pro Tip - Creating Environments in Oracle Cloud ConsoleThis Pro Tip provides an overview of how to create Fusion Applications environments using the Oracle Cloud Infrastructure (OCI) Console. Creating environments is a key s…
-
Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u…
-
Pro Tip - Working with Implementation Support Leads (ISLs)This Pro Tip provides an overview of Implementation Support Leads (ISLs) and explains how they support your organization throughout the implementation lifecycle. ISLs se…
-
Unable to search for terminated employee using Hr Help Desk Employee Search featureSummary: Unable to search for terminated employee's under Employee Search for HR Help Desk Content (please ensure you mask any confidential information): The Employee Se…
-
Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
-
How to default the subject when employee composes a message?Summary: Currently when a message is submitted by employee for a SR, the subject is defaulted to first few characters of the message content, if a subject is not given. …
-
Pro Tip - Using the Support Site for Fusion ApplicationsThis Pro Tip provides an overview of the Oracle Support Portal and its main features for Fusion Applications users. Understanding how to navigate the support site enable…
-
Ready Made Groovy Scripts for HR Help Desk?Summary: Afternoon, I was wondering if anyone had any ready-made scripts to use as I am facing a massive issue with the notifications. Not even Oracle Support has been a…
-
AI suggestion Helpdesk ChatSummary: Unable to use AI suggestions in help desk chat due to dynamic links configuration error Content (please ensure you mask any confidential information): Following…
-
Service Requests created via Import Management visible in API but not in UISummary: I am trying to create Service Requests (SRs) using Import Management by uploading SR details through the standard import template. The import process completes …
-
Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
Pro Tip - Understanding Oracle Technical Support PoliciesThis Pro Tip provides an overview of Oracle Technical Support Policies and explains how they define the scope, procedures, and service expectations when working with Ora…
-
How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
-
Pro Tip - CCC Best Practices for Asking Questions EffectivelyThis Pro Tip explains how to effectively use Cloud Customer Connect (CCC) to receive faster, more accurate answers from the community. By following a structured approach…
-
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 …
-
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…
-
Custom Smart Action does not work in HelpdeskWe have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation…
-
What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
-
HR Help Desk - Best Practice for Multi-Level ApprovalsHi - I'm looking for some guidance and best practice around implementing approvals in HR Help Desk. Also open to workarounds for this. I understand approvals are not ava… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Knowledge article pop up covered the entire ticket page can it be made into a side list / barThe Recommended Knowledge article pop-up is covering the entire screen when creating the HR Helpdesk request. I wanted to check if we can make it appear as a side list /…