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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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Location for custom Lookup fields created in Application composerSummary: When I create my custom fields in Application Composer for Case and HR Help Desk objects is there a location in Set up and Maintenance I can access when amendme… -
How to see full list of multi select values (Help Desk Redwood)Summary: I have a created a custom multi select field in HR Help Desk Redwood and the client have asked that all the values be displayed as they wouldn't know that other…
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Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
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Case and Request relationship table not showing affected personSummary: When linking a case to case or case to request and vice versa I can see the list of requests or cases I can select from (as shown below). However, I was trying …
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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'Can't add message' error when adding attachment to internal note - Redwood HelpdeskSummary: We have made some Data Security Policy amendments to a custom agent role relating to attachments so that agents cannot see internal attachments on HDRs that the… -
Functionality of the profile option "ZCA_COMMON_CALENDAR - Default accounting calendar"Summary: We have an important question about the "ZCA_COMMON_CALENDAR - Accounting Calendar Default" profile option. We need to identify the true scope of this profile o… -
Need to send email notification to service agent if the records are not updatedSummary: Hi, Customer needs to send a notification the assigned to person of the SR, if the SR has to been updated for a period of time. For example low priority SR it h…
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In NextGen Helpdesk, Articles are Not Showing in Browse Popular ArticlesSummary: Hello Customer Connect, In NextGen Helpdesk, Articles are Not Showing in Browse Popular Articles for Next Gen Help Desk User, Agent and Admin. Articles have bee…
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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Error creating a Helpdesk Request using Digital AssistantWe are getting this error in ODA 24.10 while trying to create Helpdesk Request. Anyone got this error and would like to share the resolution. Error message: Oops I'm enc…
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Mass reassign records to other HR Agents?Summary: In HRHD and Case Management is there a feature that allows mass reassignment of records to other HR Agents? For example in a situation where a HR Agent has unpl…
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Calendar invites in HRHD/Case ManagementHello - does anyone know if there are any plans to integrate calendar invites with HR Helpdesk or Case Management? It'd be useful to be able to send these from messages …
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Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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HR Help Desk Requests are not automatically routedSummary: Currently after configuring and implementing the HR Help Desk Module almost to completion (emails config pending), I decided to conduct a few test requests/tick…
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Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the…
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Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…
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How to update subcategory1 on closed Service requests in helpdesk?Hi All, I have requirement to update the subcategory1 on closed SR's. To achieve this i need to put subcat1 lookup code value in file to perform import activity.I tried …
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Is it possible to create ticket in Helpdesk start with certain range ticket number.Hi Team Is it possible to create ticket in Helpdesk start with certain range ticket number. like Ticket Number starts with 60000
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Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
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Customised multi select field is getting error messageSummary: I have created a customised multi select field called Request Category. It is being used in HR Help Desk Redwood. When i select more than one value I keep getti…
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields…
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Is there a way to extract audit log entries related to configuration changes in Oracle?Summary: We have an audit requirement request to extract of all audit log entries related to configuration changes within Oracle Fusion's Catalog modules. This includes …
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e-mail channels: separate e-mail address needed for Support and CollaborationSummary: We are configuring Next Gen HR Helpdesk (in Redwood), whilst configuring the inbound e-mail channels as per documentation: The account name of the channel serve… -
Unable to select memo lineSummary: hi Team, we are facing issue in the below screen unable to select the memo line from help desk request, any idea on how to verify the issue Content (please ensu… -
How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Can you specify what file types a user can upload to a Service Request in HR Help Desk?Summary: I know in other modules you can limit what document types can be supported when uploading miscellaneous attachments, but can't see any profile options to contro…
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Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…