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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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t… -
Licencing of Subscription Schedule for Action PlansHello everyone, A customer wants to use Action Plans and needs to link a subscription schedule to publish Action Plan Templates. My question is whether this subscription…
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How to remove fields from HR service request details edit page?Summary: I would like to remove some fields like severity from the edit HR Request details page as shown below. But cannot find the dynamic form which shows the Summary …
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Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
I can't see a list of contacts for Primary Contact option when creating a CaseHi, can anyone give me some insights on how Primary contact and Household are populated in HCM Case management(create Case)? As of now, the list is coming up empty for m…
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creating a custom drop-down list in HR help desk.when an employee creates a ticket before choosing a category, he must choose a main group and based on that main group the category list will show the values. Also i wan…
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HR Helpdesk - Audit History ignores days of monthSummary: When opening Audit History it always selects last month plus one day as "From Date". If last month has 31 days, it will result in an error message and one has t…
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Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
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Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…
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Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…
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HR Help Desk - Edit Posted MessageSummary: It appears Oracle offers the functionality for agents to edit sent messages in Next Gen Help Desk and we have the profile option enabled. Can someone please tel…
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Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…
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How to filter SRs using Affected PartySummary: My client is exposing the Affected Party field on the Employee and Agent HR Help Desk Request layouts, and the agents should be able to filter and search for SR…
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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan… -
Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S… -
Auto Populate Category and Channel Fields In Creation Of A Service RequestSummary: Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id. Example: If any em…
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How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Approval in Help Desk and Case ManagementSummary: Can we set up for approval in Help Desk or Case Management module in Oracle Fusion ? Content (please ensure you mask any confidential information): Version (inc…
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Need help creating Teams integration for HRHD.I am trying to create Teams integration for HR Helpdesk but i am stuck in the first step itself wherein a new app has to be created in teams. Can someone please help by …
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Approval workflow in HRHDThere is a request from one for client to implement approval workflow in HRHD (HR Helpdesk - Redwood) for below 2 business cases. Please let us know whether we have appr…
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Subscription ID and Account name needed for Identity verification - unable to access Oracle SRSummary: New users utilizing Support Identifier are unable to get their Oracle Support account synced as it is asking for Subscription ID and Account name for identity v…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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Different email addresses used for Help Desk notifications and SR comments – how to configure?Hi everyone, I’m working with Oracle Help Desk in HCM Cloud and noticed that two different email addresses are used in the communication flow: The automatic emails for S…
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Cannot save task in internal service requestSummary: I try to create task in internal service request. But I am not able to save it. But my colleague are able to do it. When I compare these 2 users, we have the sa…
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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…