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
-
HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
More advanced FAQ reportingSummary: Is there currently a way to report on HR Help Desk FAQs to show how many employees viewed it, if they opened a ticket after reading the FAQ (from the Create Req… -
HR Helpdesk Groovy Script: User and Agent Email NotificationsHello, I need a Groovy script to automate email notifications for HR Helpdesk. When a user updates an SR, notify the assigned agent. When an agent updates an SR, notify …
-
"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
-
HRHD - Change in Communication ChannelSummary: We have a process that a user sends an email to our HRmailbox in outlook, and it relays to Oracle HCM and creates a HRHD ticket and responds with an email to th…
-
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…
-
Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
-
HR Help Desk - Add Resource from New Country/Legal Employer ImplementationWe are implementing HR Help Desk and I have no issue identifying/adding resources for US based employees. We have just started developing an additional country and legal…
-
How to link Guided Journeys to My Help PageSummary: We need to deploy AI Agents on our My Help page, and it can only be deployed using Guided Journey. Can anyone please assist on how we can enable Guided Journeys… -
Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
-
Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
-
internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
-
HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
-
HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
-
Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…
-
Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
-
Looking for DB table for Task Region under service requests of helpdeskSummary: Hi Everyone I've a requirement to capture some fields in custom BIP report of helpdesk. Looking for DB table/column for Task Region under service requests of he…
-
Can I delete an internal note in HelpDesk?Summary: I cannot see any option or find any documentation that says how to delete an internal note in HelpDesk Content (please ensure you mask any confidential informat…
-
Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
-
Licencing of Subscription Schedule for Action PlansHello everyone, A customer wants to use Action Plans and needs to link a subscription schedule to publish Action Plan Templates. My question is whether this subscription…
-
How to remove fields from HR service request details edit page?Summary: I would like to remove some fields like severity from the edit HR Request details page as shown below. But cannot find the dynamic form which shows the Summary …
-
Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
I can't see a list of contacts for Primary Contact option when creating a CaseHi, can anyone give me some insights on how Primary contact and Household are populated in HCM Case management(create Case)? As of now, the list is coming up empty for m…
-
creating a custom drop-down list in HR help desk.when an employee creates a ticket before choosing a category, he must choose a main group and based on that main group the category list will show the values. Also i wan…
-
HR Helpdesk - Audit History ignores days of monthSummary: When opening Audit History it always selects last month plus one day as "From Date". If last month has 31 days, it will result in an error message and one has t…
-
Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
-
Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…
-
Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…
-
HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
-
Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…