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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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Case Management access group- based on contact relationshipSummary: I have requirements for case management for 2 access groups: Group 1 - Employee Relations team have full access and can see all cases- assigned the OOTB Case Ma… -
How to get list of value in Custom Field based on CategorySummary: Hi, I had created one custom column and choose field type as Choice List (Fixed) and assign Lookup Type. I need to show the list of value of the custom column b… -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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SmartText not appearingSummary: We have configured two test smarttext entries for HR Help Desk and set the interval to "Always" for availability. We are not seeing any smarttext when we type "…
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How to default the subject with SR number in the conversation screen?Summary: How to default the subject with SR number in the conversation screen? I am able to set the message with the subject in ALL message page using an action listener…
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How to restrict custom lookup values based on roles/department?Hi Experts On HR Help Desk SR Creation page, we have created few custom fields using standard lookups to select attributes related to the Main Category of SR. Requiremen… -
Auto Assign HR Help Desk Request to an AgentSummary: We currently have Auto distribution turned on for our HR Help Desk Queues. Our agents have the ability to mark themselves as available when they login for the d… -
how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge… -
HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
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Request for Detailed Guidance and Supporting Files for Oracle Help Desk to Microsoft TeamsSummary: Hello Team, I am looking for additional guidance on configuring the Oracle Help Desk to Microsoft Teams integration. I have already reviewed the Oracle document…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described inhttps://docs.oracle.com/en/cloud/saas/sales/faiem/imp… -
Can't add resources to Help Desk QueueSummary: When trying to add an employee to a help desk queue, they do not appear within the search results. Trying to understand if there is some type of restriction or …
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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Add Maintenance Work Order being "Save Failed"Summary: I have Internal Service Request that will be proceeded into Work Order creation. However, the system shows Error "Save Failed" when I tried to save the work ord…
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Supervisor dashboard needs to have separate license for Oracle Engagement Service ??Summary: Supervisor dashboard needs to have separate license for Oracle Engagement Service ?? Content (please ensure you mask any confidential information): Version (inc…
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Manager Role can not view ISR assigned to the AgentsSummary: Manager user can not view the Service Request that ha been assigned to the Agents. Instead, agent user can view all ISR that is assigned to the other agents wit…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo…
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On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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Help Desk Request Couldn't load dataSummary: We are not able to see any Help desk request it says Couldn't load data Content (please ensure you mask any confidential information): Version (include the vers…
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The Assigned Internal Service Request is not trigger the notificationSummary: Hi all, Our agent have assigned the Internal Service Request, but the notification does not appear in either User or Agent Account. Below is the configuration I…
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Groovy Script for Updating Primary Contact in Case ManagementSummary: We have a requirement if we update Primary Contact of a Case, Corresponding fields i.e Assignment Status, Country, Business Unit, Legal Entity of that updated P…
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I am getting "(objectObject Name) details couldn't be loaded.Summary: I have create on sandbox and i have add one custom object and there child. and after that I have generate CX extension and import that file into VBS and check p…
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Redwood Case Management - Security based on QueueSummary: Our customer has Redwood Next Gen HRHD - 23A. They have a licience for HR Helpdesk but not for Service. I want to use queue assignment based on category for the…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Can we hide Due Date from request pageHi Experts Is it possible to hide Due Date from below page? Navigation 1: Help Desk> Help Desk Request Navigation 2: Help Desk> My Help
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Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi…