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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Hide or disable the search bar for employees in HR Help DeskSummary: In HR Help Desk module (Redwood pages), search option needs to be disabled for employees under 'My Help' landing page. We have checked Profile Options and tried… -
HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
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WhWe’re encountering an error when trying to save the filter after making the changes.Summary: While adding more columns in the HR Helpdesk UI, we’re encountering an error when trying to save the filter after making the changes. Content (please ensure you…
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Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
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Reopen/Reset SR Status When Requester Adds Update After ClosureSummary: When a Service Request (SR) is raised and later moved to Resolved/Closed, the SR creator/requester may add an update/comment after closure. In such cases, we wa…
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HR Service Request not editable by creator (even with agent/admin role) – expected behavior?Hello, I’m facing a behavior in Oracle HCM Help Desk that I’d like to clarify. When an agent creates an HR Service Request, the Edit page is read-only, so the request ca…
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How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
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how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Usage uom is not appearing in maintenance resource page in oracle fusionSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Knowledge Article Usage / Click AnalyticsSummary: We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI. H… -
Utilizing guided journeys for question based Journey identificationSummary: Hello Team, Has anyone implemented guided Journeys. We have a requirement where the client needs certain questions to help guide the employee towards the right …
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Getting error while adding Files as attachment in Knowledge articlesSummary: We are getting an error while to trying to add files as an attachment in the Knowledge article Create page. Snapshot is attached for reference. Has anybody enco…
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add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
AI feature Suggest Knowledge to Employees When Creating Help Desk Requests to not show suggestionsSummary: We are looking to enable the generative AI feature for HR Help Desk called "Suggest Knowledge to Employees When Creating Help Desk Requests". I've tested this a… -
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
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HR Helpdesk email-created tickets do not open attached .rtf filesSummary: We are unable to determine why .rtf files are showing as “attachment removed from the message” when Helpdesk tickets are created via email. Content (please ensu…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
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Is there a way to export all case details including notes?Working to implement Help Desk with Case Management for a client and we have a requirement to export case details including the notes? This would be needed in a scenario…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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Agents/Resources names not appearing in "Assigned To" field in HR Help DeskSummary: Hello Team, I am unable to reassign hr help desk requests as a help desk agent. I have given them the resource role and made them the service representative. An…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Action Descriptions not working within Action PlanSummary: Within Case Management, We have created an Action plan with several Actions that each have a description. Within the Action Plan, the action descriptions are no…
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Service Request Email Notification Not Displaying Response Directly in EmailSummary: How can I get the Service Request response to display directly in the email instead of clicking the SR link? The Oracle emails I use to receive had the content …
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Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Fusion Cloud (Help Desk) across Disciplinary, Financial Irregularities, and Security & Theft … -
Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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Email Communication ChannelsSummary: We have multiple email communication channels setup for HR Help Desk. Our service center admins want to disable two of them from the view. I do not see an optio…