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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what license or module is required for internal requests?Summary:what license or module is required for internal requests? say we want to have internal request which can trigger a work order...can this be possible? employee wi… -
When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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25C Knowledge Management - Agent Experience: Question Answering in My KnowledgeSummary: Clarify about this new feature available in 25C related to Agent Experience > Question Answering in My Knowledge. Content (please ensure you mask any confidenti… -
Is Guided Journey available in Help Desk page?Hi everyone, We are currently exploring the possibility of leveraging Guided Journeys within Oracle HCM Cloud Help Desk (Redwood) pages using Visual Builder Studio (VBS)…
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A database constraint was violated while storing the changes in the database in CX Sales ActivitiesSummary: When we try to change any fields or status in the Activities it is showing A database constraint was violated while storing the changes in the database error wh…
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Is it possible to auto translate the content of knowledge articles?Summary: When we use the 'Translate' option in knowledge articles, it is just translating the prompts and headings. How can we translate the content too? Content (please…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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Error in saving internal help deskSummary: Applying List binding LOV_BUOrgId with given set of values leads to no matching row for a row of type :InternalServiceRequestRest, key oracle.jbo.Key[3000006419…
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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…
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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…
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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…
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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 …
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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 …
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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…
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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…
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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…
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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…
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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…
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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…
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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. …
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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…
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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…
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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 …
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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…
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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…
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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…