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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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he… -
Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Live Chat - Snippets Unable to link Knowledge ArticlesSummary: Hi All. We have enabled the AI suggestions for Chat which allows agents to link Knowledge articles in Chat. We are getting suggestions however we are unable to …
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Can we limit the quick links in My Help by Country?We are looking to add a semi-large number of quick links on the My Help landing page soon for several different countries. We were wondering if it is possible to limit w… -
Is there a Malaysia knowledge locale yet, and if not, is there a way to rename any existing locales?Summary: For quite some time, we have been needing a preferred knowledge locale for Malaysia (Malay - Malaysia/Bahasa - Malaysia). So far there still has not been any up…
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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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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …
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Assignment rules with "assigned to" as candidatesWithout using Groovy scripts, is it possible to create assignment rules that automatically assign a HR Help desk request to a specific agent within a queue? We have a re…
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…
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AI agent not creating helpdesk requests with categories for employees from different Business UnitSummary: Hello All, We are implementing HR Helpdesk (26B), we enabled the AI agent for helpdesk and loaded the categories to RAG so that the AI Assistant can raise the t…
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Set Field length for Custom Field created via Application Composer in HR HelpdeskWe have created a custom field on the 'Create Helpdesk Request' page to capture Employee ID using Application Composer. It is a 'Number' field. We want to restrict the n… -
Recurring Reminder Notifications Not Triggered for Tickets Remaining in 'X' Status on ISR ObjectSummary: The system is not sending email notifications at two-day intervals while the ticket remains in status 'X'. Created two custom fields: Captures the date and time…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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HR Help Desk Infolets Showing Inconsistent DataHi Community, We are observing a data inconsistency in the HR Help Desk Infolets for the following two tiles: Team HRHD Request Work Time My HRHD Request Work Time As sh…
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how to connect dynamic 365 and the oraclehow to connect dynamic 365 and the oracle for TB data load
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Message Types & Sub-Types for Agent ResponseSummary: Hi experts, We currently have a Groovy script which changes the status of the Help Desk Request to 'Waiting' when an agent sends a response. This is working wel…
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Lead Create Workflow sends separate emails to Resource Team members instead of single emailSummary: Hi All, We have configured a lead create object workflow with create trigger to send an email to Owner and Resource Team members. When the workflow is triggered…
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Is it possible to add Help Text to a Field through Visual Builder Studio?Summary: Hi, We have a few requirements to add Help Text to some fields in HR Help Desk (Next Gen). I know this could be done in App Composer before but that does not tr…
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Resource Directory Not Synchronizing Agent Name Changes from HCM for HR Help DeskWe are using Resource Directory to assign HR Help Desk agents to the Service Representative role. The initial setup was successful, but it appears that information maint…
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Need to enable Triage AI Agent in Help Desk to auto classify Category.Summary: How do we enable this feature in our environment. We need to auto classify categories from Subject and Detailed Description of HR Help Desk Requests. 25D Docume…
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Email notification to employee when respond to Resolved SR via emailSummary: Hi We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My…