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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Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,… -
How can we prevent an Employee from changing the Status of a Help Desk Request?Summary: When an employee is viewing their own Help Desk Request, they can click the Edit button and then change the Status. Is there a way to make the Status field read… -
Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Case Management - Category Name required on Create Case pageSummary: We are trying to make the Category Name a required field on the Create Case Page, but noted that it is a virtual field using a template (CategoryNameCreateTempl… -
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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How to assign Help desk request from email to specific category ?Summary: Email is configured and HRHD SR can be created from email. Using Assignment rule, we can direct a SR to specific queue. But the category remains blank. How to a…
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Restriction on L3/L4 category in custom fieldHi Experts We are having requirement to avail L1 to L4 categories. Where we are using L1 & L2 categories in Seeded category field as a hierarchy. and L3/L4 in Select Att… -
Is it possible to Download and/or Print a Knowledge Article?Summary: Is it possible to Download and/or Print a Knowledge Article? We know that there is an ability to download/print attachments to a knowledge article - but our cli…
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Classic HRHD - Application error displayed while Creating and Accessing HR HD SRsSummary: Application error is displayed while creating and accessing HR Helpdesk SRs. Issue is seen for Employees/managers/Agents - everyone. NOTE: Initially, Issue occu… -
Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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Groovy script notification when agent doesn't respond in x daysSummary: Looking for guidance on creating a groovy script to send a notification to help desk agents that haven't done anything with a ticket in 2 days. I've been search…
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Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…
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Which AI agent replaces ODA?Summary: Which AI agent replaces ODA? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): 26B Code…
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Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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can we create assignment routing rule on basis of grades in oracle hcm helpdeskCan we create Assignment routing rule on basis of Grades in HR HELPDESK.
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How can a line manager have visibility into Helpdesk requests created by their direct reports?Is there a way for line managers/supervisors to have visibility into Helpdesk requests created by their direct reports? Can they access the same via the Helpdesk tab on … -
ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood KnSummary: We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisit…
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If we delete categories, what will be the impactIf we delete categories in Oracle Fusion HR Helpdesk, what impact will that have on existing service requests/tickets, and what prerequisites must be met before deletion?
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Is groovy script being replaced by Workflow Automation?Summary: I had a very quick question around groovy script and HR Help Desk, we’ve previously used this to automate notifications and update statuses etc, but I know Work…
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How to do mapping between Seeded Category and Custom LookupsHi Experts We have created custom lookup on Request page. And we want to map it with seeded Category field. Category - Seeded Field Category L4 - Custom Lookup
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Workflow Automations - Can These Be Deleted?We are creating workflow automations in one of our DEV pods, and I came across a scenario where I needed to delete one of them because it just simply doesnt work. I was … -
Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t… -
Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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How to show Custom Lookup and respective values on selection of Seeded category field value.Hi Experts We have below requirement : We are using seeded category hierarchy field. Where we are showing L1 to L4 levels. What we want when user selects the Category th…