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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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 … -
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)…
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How can we implement Multiple BU in helpdeskSummary: I tried implementing using the below doc How Business Units for Service Are Set Up (oracle.com) but unable to implement it. Please suggest how can we do it or a… -
Limit Queue Option VisibilitySummary: Is it possible to limit the queues that can be seen by an agent? Content (please ensure you mask any confidential information): We would like to know if you can…
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Where to find email text when a SR is created or logged in HRHD ?I have to change the text in the email that gets sent to user whenever an SR is created. Where do I find the email text to make changes on it when a SR is created or log…
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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not …
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Trouble saving Help Desk Request from ESSSummary: Hi, Each time I try to save a service request from the employee's login, I am again and again getting this message: "The party record isn't found for the select… -
How can I hide the SR from agent that aren't in the queue where the SR is?Summary: Hello. I need some agent to be in some specific queues and also not able to see the sr opened in the queue that are not in. Is there any way or setup to segrega…
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can we create a BPM Workflow for Approval process for fusion Roles?Hi Everyone, Currently we are manually taking approval for providing roles in oracle fusion, can we create a BPM Workflow for Approval process for fusion Roles?
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Customized report linked in Service Request page in HR Help DeskSummary: Would it be possible to link a BI customized report in the SR main page details? The report has been created in the dashboard: but we would need to link it here… -
Oracle Services Cloud(Right Now) to Oracle Fusion Help Desk. Old url need to be disabledSummary: We have moved or upgraded from Oracle Services Cloud(Right Now) to Oracle Fusion Help Desk. The url of Oracle Services Cloud(Right Now) for our company (https:/…
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Next Gen Help Desk - Custom Field Not Visible in Visual Builder Studio PreviewSummary: I have added a custom field via Visual Builder Studio. I can see the custom field on the page designer view but it does not show up when running preview. Is the…
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HR Helpdesk E-Mail notifications not working.Summary: HR Helpdesk Resolve and Escalate E-Mail notifications not working after doing the setup in Application Composer>HR Helpdesk > Notification Preferences. Agent no…
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Email template, Notification Triggers - Client BrandingSummary: Hi all, Is there a way to incorporate a clients branding items on Outbound emails from the HR Help Desk e.g. email footers. I haven't been able to find any docu…
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How come it appears tab "others" with respective features?Summary: Hello, it has been brought to our attention by the client that for help desk profiles the tab "others" appears which previously did not appear Can you tell me w…
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Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising … -
Can an Agent's Manager override the milestoneSummary: I know that we have an option for agents to override the milestone , but i want the manager of the agents to have that option and not the agents. Is it possible…
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Classic HR Help Desk - Modify "More Info" data fields displayed?Summary: Classic HR Help Desk - Modify "More Info" data fields displayed? Content (please ensure you mask any confidential information): Is there a way to modify the "mo…Scott Foos - Sr Manager HR Technology at ADT LLC 21 views 2 comments 0 points Most recent by Scott Foos - Sr Manager HR Technology at ADT LLC -
Not able to copy the detailed description message post 24A upgradeSummary: In NextGen Redwood Helpdesk, the service created after the 24A upgrade was not able to copy the detailed description message. Content (please ensure you mask an…
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Visual Builder Studio Landing page blank post to 24A upgradeSummary: When we've clicked on "Edit Page in Visual Builder Studio", getting returned a BLANK page. This issue is happening post to 24A upgrade. Content (please ensure y…
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Where can I find the Help Desk Business Process ModelSummary: Oracle HCM Next Gen Business Process Model Content (please ensure you mask any confidential information): Hi we are going to implement Oracle HCM Cloud Help Des… -
Is it possible to get an extract of all the Smart text templates available in Classic Helpdesk?Could someone please help me understand if it's possible to get an extract of all the Smart text templates available in Classic Helpdesk?
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How to set/edit a Queue Owner for NextGen HRHDSummary: Hi Can we set or edit a Queue Owner in NextGen HRHD? We have a change and in the report it shows people who are no longer in the same role. Content (please ensu…
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Customize the main login screenSummary: We want to see if it is possible to customize the main access screen to HCM by adding another design.
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How to solve help desk problems or identify the possible cause?Summary: I am implementing the help desk module in my project, I am starting and I have found many bugs. Content: Hi! I am working with the help desk module in Fusion HC…
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Show BU/Company Name of Employee IssueSummary: 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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helpdesk Dashboard and Request - Unable to show other user on ticket informationSummary: helpdesk Dashboard and Request - Unable to show other user on ticket information Content (required): Version (include the version you are using, if applicable):… -
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…