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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HR Help Desk Primary Point of Contact - Bulk UpdateSummary: Hi All, Can we upload the primary point of contact in HD in bulk? If the user left the company or is on holidays, is there a process we can run to have this fie… -
Can we customize HR Helpdesk DashboardSummary: We have a requirement to customize the HR Helpdesk Dashboard which is available in the Helpdesk requests landing page. The requirement are categorized into 2 pa…
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Agent not getting email notification when a ticket is assigned- Only getting bell notificationHi, We have triggers in place for an agent to get bell notification whenever the ticket is assigned to them. And in BPM Worklist our Notification is set to 'ALL'. So, sh…
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Nested tab workspace in redwoodSummary: Does the nested workspace still accessible or can be enabled in RedWood? If yes, how and where can we access or enable it? Content (please ensure you mask any c…
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the search field in the conversations tab doesn't workSummary: in the conversations tab, I can't send messages to other operators as the operator search doesn't work, it doesn't give me any selectable results Do you have to…
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Unable to restrict service request categories based on business unit - NEXTGEN HRHDSummary: Hi All, 1.We are "Unable to restrict service request categories based on the business unit". 2.We are Implementing NextGen HRHD. 3. We have a requirement where …
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Object Workflow Email - To Send to Emp upon CreationSummary: In Redwood HD we're trying to configure an object workflow email to send upon a request being created, but we only want this to send when an employee creates th… -
Show BU/Company Name of EmployeeSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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I need to Utilaize Notification preferences functionality and send Email/bell NotificationsSummary: I need to Utilaize Notification preferences functionality and send Email/bell Notifications to all the Agents who are assigned to perticuler Queue when SR has b…
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Restricting list of records returned in the Affected Person field to those in reporting structureSummary: We are trying to restrict the list of employees returned in the Affected Person field to only the user's direct and indirect report. We've been able to restrict… -
What does profile option ORA_SVC_CASE_DEFAULT_STRIPE_CD do?We enabled Case Management but when we click on the Cases Tile under Helpdesk or Service, blank screen appears. Does it have anything to do with ORA_SVC_CASE_DEFAULT_STR…
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Is it possible to retrieve service requests that have been closed for a long time ?Summary: Hi, is it possible to recover a sr opened for example 3/4 years ago? Or after a maximum number of time sr's are automatically deleted by the system? Thanks Gian…
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IT Security Manager Role - ORA_FND_IT_SECURITY_MANAGER_JOBSummary: Hello, I wanted to see if anyone knows which role name within ORA_FND_IT_SECURITY_MANAGER_JOB allows for password reset in Security Console. I am trying to see …
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Adding a Knowledge Article Link to a TicketSummary: With the addition of 23A, the ability to add a knowledge article link to a ticket has disappeared, we can attached an article, but not the link - this is still … -
Does anyone know if it is posible to hide the product group field in the knowledge filter and in SR?Hello all, I am implementing Help Desk and one of the clients' requeriments is to hide the Product Groups field in the Knowldge filter and when making a service request.…
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Subject Area "Help Desk - HR Service Request Summary" is providing far few resultsSummary: Using plain Subject Area with only 3 fields and no filter is retrieving just a few closed SR Content (please ensure you mask any confidential information): Hi, …
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Expose Resolve status template using Visual BuilderSummary: The outcome, resolution and description fields are no longer exposed in the Edit HD request page for Agents. How can we expose this group again using the dynami…
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Issue with Suppressing Zeros in Formula Column - Assistance NeededDear Oracle Community, I'm currently facing an issue with suppressing zeros in a formula column within a form. Despite enabling the "Suppress 0/Missing" option, the supp…
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Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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HRHD Primary Contact Navigation PanelSummary: Hi, does anyone know if it's possible to modify the options that appear in this navigation panel? It can be accessed when you click into a HRHD request, and cli…
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Can we hide or disable Contact Information Icon appearing near Primary Point of ContactSummary: Contact Information icon is showing details which HR helpdesk do not use When a Service Request is raised, when we click on Contact Information, we see items li…
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Default Queue blanked automaticallySummary: Hi, We have noticed that Default Queue blanked automatically in prod env. We have checked and we cannot find if the issue has been caused by a process or by a d… -
Case Management - Why is the Migration of VBCS functionality from TEST to PROD taking days?Summary: We have Migrated a finalised HRHD Case Mgt VBCS Build from TEST to DEV2 (Non-PROD Env) and it took approx 2 whole days to deploy fully/successfully and manifest…
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Is there any way to find the Privilges for the Particular page/ActionSummary: Hi , Is there any way to find the Security Privileges for the Particular page/Action. For Example, I did not have access to check the Scheduled Jobs for the par…
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Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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ODA Instance RefreshSummary: How the development instance of ODA can be refreshed from Prod? Content (please ensure you mask any confidential information): Version (include the version you … -
Related to 23B - Auto-delete closed SRs mandatory featureSummary: We have a mandatory feature in 23B which helps delete close service requests. But we are not able to find the corresponding profile options required to set for …
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Recover Deleted Help Desk SRSummary: Recover Unintentionally Deleted Help Desk SR Content (required): One of the HR Specialist has deleted the SR unintentionally and we would like to recover the SR…
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Remove Employee/Internal Service/Everyone in User GroupSummary: Is there a way to remove them? Content (please ensure you mask any confidential information): Customer would like to know if those can be removed since they are…
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Is there a way or query for monitoring the number of users in Oracle fusion active and their rolesSummary: Is there a way or query for monitoring the number of users in Oracle fusion active and their roles Content (please ensure you mask any confidential information)…