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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Relationship Type not showing affected personSummary: When creating a relationship with another case or request I want to be able to see the Primary contact or other contacts so I can see who the case is about. At … -
Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
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Enabling of OBIEE12c Agents As-IS during MigrationSummary: We need to move over 1000+ automated agents from our test system (DEV) to our live system (PROD) in OBIEE 12c on Linux. Normally, when we move these agents, the…
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Issue with Language Setting Automatically Switching to English in Release 25AHello, I have noticed an issue after updating to the new release 25A of Oracle Help Desk. When I set the login language to Italian, everything seems to work correctly. H…
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HR Help Desk Service Request History to show the creation date instead of last update date?Hi there - under the HR Help Desk FAQs, it shows the ticket history, ticket status, request number, and last update date. Is it possible to replace the last update date …
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how to do different sequence Asset numbering for multiple business units in oracle fusionhow to do different sequence Asset numbering for multiple business units with different asset books if the option available in oracle fusion
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We would like to check for duplicate documents when uploading attachments in Oracle Fusion cloudSummary: We would like to check for duplicate documents when uploading attachments in Oracle Fusion cloud within transactions that allow attachments option. Is this poss…
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Direct and Indirect Reports OTBI data using HR Help Desk Subject AreaWe are creating an OTBI analysis using the "HR Help Desk Service Requests Real Time" Subject Area. When a line manager accesses the report, it does not automatically fil…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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How to add custom image to icons in Live AgentSummary: Hi All, Is there a way to add custom image to the live agent chat window. Here are a few highlighted regeiond in the image (LA_SVGIcons.png), how can we add cus…
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Help Desk - Add Action as Assign Journey - Smart Action does not workSummary: We have created a Help Desk action as Action and linked to Assign Journey smart action, it does not open the Journey page and does not do anything as per screen…
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Case Management integration with 3rd party tool NavexSummary: New Implementation of Case Management, Is there a way to integrate 3rd party tool like Navex with Case management using REST API Content (please ensure you mask…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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How to create Summary Box on Install Base Assets in accoun screenSummary: How can we create custom Summary Box on Install base assets for Account screen. Summary Box Content (please ensure you mask any confidential information): When …
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Can SR be linked at an internal levelSummary: If there are SRs which are dependent on one another then is there any way we can link them at an internal level. These interdependent SRs can have different or …
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Oracle cloud Account creation Error - Identity VerificationSummary: Hi, I am encountering an error when trying to log in to my Oracle Cloud Account. The login page is asking for a Subscription ID and Account, but I only have the…
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HelpDesk is not sending emails to external email addressesSummary: We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is suc…
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1Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
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Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
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Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
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How to change names in helpdeskHi, We are facing an issue where all names displaying in helpdesk (contacts, assigned to, and team members) are pulling in the user's full legal name. We would like to c…
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Category Name attribute is not showing in Next Gen HR Help deskWhile defining assignments rule in Next Gen HR help desk in service request queue area i am able to see Category Name as LOV in Attribute but while was trying to define …
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Help Desk Agent Request List View - Can 'Actions' Column Be Removed?We are implementing Next Gen HR Help Desk and wanted to know if it is possible to remove the 'Actions' column from the request list view. We are struggling to fit all of… -
Processing emails from customersSummary: I am looking for ideas on how other customers handle email communications from customers after implementing Oracle Fusion Content (please ensure you mask any co…
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Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…
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What setting to make the install base asset available in internal service requestSummary: We have certain install base asset in maintenance module which is not available for LOV install base asset field in internal service request. Is anyone know abo…
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Sort category list for help deskHello all, In the "Category" field of the help desk system, is it possible to define a custom order for the categories, or can they only be sorted alphabetically?
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How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…