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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For Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments availableFor Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments available when a subcategory is selected that requires specific forms attached -
Is it possible to update the acknowledgement email that is sent when a HR Helpdesk SR is createdWhen an individual sends an email to the HR Helpdesk, if that individual isnt recognised as an internal employee, the SR is created but without a contact. The individual…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau… -
Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
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HRHD Category Lookup list for coveragesSummary: I have been asked to add Category as a custom column for HRHD milestone definitions. I have created the column as per standard documentation, however I'm unable… -
Custom smart action in account object not working for sales rep roleSummary: we have one smart action called as run credit in account object, this smart action works as expected for sales admin role users but not for sales rep roles Cont…
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How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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"To" field in Conversation in HR Help desk not returning any valuesSummary: To field To" not retuning any values for Next Gen HR Help Desk Agent role. What area is this LoV controlled by? Release: 26A It works for manager and admin role… -
Failure to save Assigned To when transferring SR to "another set of resources"Summary: When transferring a Service Request (SR) by selecting "Another Set of Resources" under the "Transfer This Service Request To" option and clicking the "Transfer"…
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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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Based on the Category the Severity should be selected by default in Help Desk ModuleHi Team, Requirement: Auto-Populate Severity Based on Category Selection in Create Help Desk Request Page Module: Help Desk Page: Create Help Desk Request Business Requi…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Is HR help desk part of HCM or Customer Experince-Services?Most of the documentation I’ve reviewed suggests that HR Help Desk is part of the HCM module. However, when I try to make changes to some of the Redwood pages or review …
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Mass Update – Queue/Detail List Not Populating While Updating Service RequestsSummary: We are experiencing an issue while performing a Mass Update on HR Service Requests in Oracle HR Help Desk. When multiple Service Requests are selected and the U… -
AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
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Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
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Help Desk menu options not visible in new podSetting up the new Pod (B) and no seeing the menu options under helpdesk like it is in our Pod A Below is the screenshot of the help desk menu options visible in our POD…
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How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
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Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th…
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Has anyone been able to create an action plan with decision making logic?Summary: We're looking to put some decision making logic in our action plans, but can't seem to figure it out without creating hundreds of action plans that the team wil… -
Is there the possbility of delete the Help Desk Request in status Closed?Hi everyone, we need the possibility to delete the Help Desk Request in status Closed, but when we select a request Closed, when we click on three dots under Actions, th…
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HR Help Desk, Search Capability for External Email AddressesSummary: Oracle HR Help Desk search functionality to determine whether external email addresses (e.g., personal email addresses and other non-Fusion users) can be search…
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Automatic Queue Routing is not working when SR is assigned to an AgentSummary: Automatic Queue Routing is not working when the SR is assigned to an Agent during creation of SR. Content (please ensure you mask any confidential information):…
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Oracle Fusion Help Desk Classic to Redwood Migration : What You Need To KnowHosting a live session on 2 July covering what the migration of Oracle Fusion Help Desk from Classic to Redwood involves and how to plan for it. If you have already migr… -
How to restrict users from reopening request once it is set to 'Resolved'?Summary: We want restrict employee from reopening the request once it is set to 'Resolved'. I have added an expression on status field in Edit HRHD Emp Flow, Edit HRHD A…