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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Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W… -
Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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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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Show Employee Number in HRHD Detailed Agent PageSummary: I have a requirement to show the employee number in the HRHD page for the agent so they do not have to click on the name of the person in order to see the infor…
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Help Desk Bulk Load KB ContentSummary: We are in the final stages of implementation phase one of Oracle Fusion HCM. For our Help desk module we are wanting to create a library of Knowledge. To do so,… -
Link shared in live chat is not openingHi, I am having an issue when sharing a link on the live chat. AI suggest relevant articles to share which works fine and for the agent they can see the article they sha…
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Object workflow not triggering notification in bell iconSummary: I have configured a notification in email template and created object workflow, An Acknowledge email should be received to employee when helpdesk request is cre…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass… -
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…
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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Help Desk Live Chat 'Recent Interaction Page'Hi all, In help desk employee search I am able to see all the recent interaction that an agent had with a user in live chat. Would it be possible to expose Subject and n…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Will we be charged in DEV environments when using GPT-4.1 mini and GPT-5 mini?Summary: We are presently in the process of trying to setup some AI Agent Teams - specifically the "Employee SelfService Assistant" Agent team. I successfully set this u… -
How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
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Pro Tip - Understanding Patching Options for Fusion ApplicationsThis Pro Tip provides an overview of patching in Oracle Fusion Applications, including available patching options, scheduling, and best practices for managing updates. P…
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Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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Issue with helpdesk creating duplicate tickets using Email Communication ChannelSummary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe…
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Remote Region Error #2 When Exporting Jobs to Spreadsheet from Manage Jobs TaskHello Everyone - We are encountering an error when attempting to export jobs to a spreadsheet from the Manage Jobs task page. Navigation: Setup and Maintenance > Manage …
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How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…
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Next Gen Help Desk AI AgentsSummary: Will Next Gen Help Desk and Fusion Service share AI Agents or will their AI Agents be treated separately? What AI Agents are available or will be available in t…
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HDL to assign resources to queuesSummary: As we know the new 26B feature doesnt work assigning resource teams to queues directly. as a alternate approach we are looking for feasibility if we can do a HD…
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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custom field not showing in landing page of activitesSummary: custom field not showing in landing page of activites Content (please ensure you mask any confidential information): Trying to show a custom field in landing pa…
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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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Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…