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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How can I view archived Service Requests where I was not the primary contact?Summary: Since the new Oracle Support Portal was rolled out, there is very limited visibility to old, closed SRs. I can only view MY old SRs under the Archived Service R… -
Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
Oracle Fusion Case Management-Restricting Case Visibility to select users based on Case TypeSummary: Hello Team, We are trying to create a new role in case management where cases of a particular case type will be visible to a specific set of users who have that… -
Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset ID isn't valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Cannot find staff under "Identify Resources"Summary: I have an issue with the existing staff in the training environment: I cannot find any to Identify as Resources in the system. I guess that it is because the HR…
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Security Setup to Restrict SQL Queries of All Fusion TablesSummary: We have a custom SQL Query role but it allows users to query all tables across each functional area. However, auditing requirements force us to restrict SQL que…
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Email from profile option set up to custom email address it is populating external flag with emailSummary: I changed the profile option SVC_OUTBOUND_EMAIL_FROM from noreply@oracle.com to other email, now when the acknowledgement emails are coming after raising an SR … -
How does the search in MyHelp work?Summary: As I understand it, when a user using the Search functionality in the MyHelp area it performs a key word search on existing SRs and knowledge articles (and Jour…
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Edit layout of smart actionWe have activated the "Copy to Document Record" smart action for Help Desk and Case Management (Copy HR Help Desk Documents to Document Record) in a test site and the fo…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Does the Min Max Planning Report in Fusion consider the Open Purchase Requisitions?Summary: Does the Min Max planning report consider the open Purchase requisitions that do not have a Purchase Order created yet in the list of sources to calculate the o…
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How to default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def…
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How to create milestone/Trigger if helpdesk ticket is unassigned or new status for 8 hours?Summary: We have a requirement where, if any Helpdesk ticket remains in New status for more than 8 hours, a milestone should be triggered. Currently, we already have mil…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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Is there a way to remove/hide Attachments categories while creating Help Desk Request? pls suggest.Summary: 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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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…
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Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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Relationship value is failing to update when items are addedSummary: When adding items to the Relationship section in on the Case Management form the value is still showing as 0. This has been tested on both Edge and Chrome brows…
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How system sorting the available email channelSummary: Hi All, I may define a number of email communication channel. But I would like the default is always go to ppaebshelpdesk@pilbaraports.com.au. It is possible to…
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Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
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Start Internal Conversation With details is not capturing the email replies.We have configured a channel under 'Collaboration' Purpose for the email based reply for conversation so in all the scenarios it is working fine it is capturing the emai…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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How do I enable in HR Help Desk the "Get AI Assistance" button?Summary: I am going through the Oracle Lab whilst doing a refresher in some modules of the Oracle HCM Cloud: Human Resources Help Desk course, and I see that there's thi…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business … -
Audit history in hr helpdesk showing wrong valuesSummary: I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit Hist…
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Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica…
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…