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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Issue with helpdesk creating duplicate tickets using Email Communication ChannelSummary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe… -
hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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Notifications for messaging on SRsHas anyone set this up before? I have a client looking to send notifications when: An agent messages an employee on a Service Request → the employee gets a notification …
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How Popular Knowledge Articles are sorted under my help?Greetings, I would like to inquire if anyone within the esteemed Oracle community possesses knowledge pertaining to the method by which Popular Knowledge Articles are ar…
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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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HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
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To have SRs get assigned to agents directly irrespective of the login status of the agentHello Team, In oracle fusion HR Help Desk, is it possible to have agents assigned to the SR automatically without them logging onto the system? I understand this is the …
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Transfer from Oracle Digital Assistant to Live Chat from HCM landing pageSummary: We understand that as it currently stands, in order to transfer from Oracle Digital Assistant to Help Desk Live Chat, this must be done via the My Help Employee…
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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… -
How do I set a prefix for SRs in NextGen HR Help Desk?Summary: We need to set a prefix value for SRs in NextGen HR Help Desk but it doesn't seem like there is a prefix profile option specifically for NextGen HRHD. What I me… -
Unable to view list of Requests assigned to other AgentsSummary: I am setting up a test account for a HR Help Desk Agent but for some reason they are only able to access and see requests they have created. All agents will nee…
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Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but…
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What privileges grant access to Configure Adaptive Search?All the Oracle docs mention that you must have AIC in order to Configure Adaptive Search in setup and maintenance, however, I am wondering which specific privileges/DSPs…
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Previous requests raised by EmployeeSummary: How can I display historical requests raised by the Employee? Agent when reviewing the current request would also like to view historical tickets raised by the …
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Groovy Script for Action Plan due date notificationSummary: We have due date duration defined for each action within action plan which is added in a Case. How can we share a reminder to Assigned to Person of Case when du…
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Why cant case workers and managers see the household tile?Summary: Case workers and managers have all necessary privileges. When I add the Application Implementation Consultant role to a user, then they can see the Household ti…
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ORA_SVC_HIDE_OUTBOUND_MSG_TAG expected behaviourSummary: Is it correct that the ORA_SVC_HIDE_OUTBOUND_MSG_TAG profile option only hides the message identification number on the messages sent out of HR Help Desk when u…
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OTBI Agents directed to HR Help Desk email channel to create SRsSummary: Hi, My client has a number of OTBI Agents set up to send notifications to the HR ops team to action things such a DOB, Marital Status and Gender missing from pe…
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Activities under Help Desk is not in RedwoodSummary: Now Activities Page under Help Desk is not in redwood, is the any possibility to be this page in Redwood in upcoming Release. If yes, Please confirm by which re… -
rules and logic used / HR Help Desk / automatic assignment of SRHello I would like to understand the rules and logic used by Oracle HCM Cloud HR Help Desk for the automatic assignment of service requests Could you please confirm whic…
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How to Implement: "Auto-Compose Email to share AI-generated Resolution" by Internal Help DeskSummary: I'm trying to implement the AI case for Internal Help Desk that's in the documentation. "Auto-Compose Email to share AI-generated Resolution" I'm using the do…
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help deskSummary: Smart action help desk doesn't work - Help Desk Redwood — Cloud Customer Connect -
help desk button bar doesn't appearSummary: Hi all, we are trying to implement this new button bar functionality "assign to me", "show interactions" and "audit history" (explained in this document: Improv…
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Smart action help desk doesn't work - Help Desk RedwoodSummary: Hi all, I noticed that when selecting "assign to me" smart action in the service request smart action tab, it doesn't work and it doesn't trigger any action: Is…
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edit fields in HR Help desk pageSummary: Hi, May I ask you how to edit these fields (circled in yellow below) appearing in the Service Request create/details page? I would need to make some of them edi…
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Can we Create an SR without applying forwarding rule through inbound messagesSummary: Can we Create an SR without applying forwarding rule through inbound messages and by registering an email other than Oracle Mail Content (please ensure you mask…
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Data conversion from Peoplesoft to Oracle - Grievances & Disciplinary Actions in Helpdesk moduleSummary: Can we convert historic data from peoplesoft application to Oracle cloud of Grievances & Disciplinary Actions in Helpdesk module?
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Unable to create new case in Redwood due to Business UnitSummary: I am setting up Case Management in a client environment but every time I try and create a new case I get the Error message below, I have given myself permission…
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Fields are editable even when SR is closedSummary: All the fields are editable even after https://us.v-cdn.net/6034893/uploads/BTHOFL2ZHNOU/fields-editable-sr-closed.docx SR is closed, in previous version all th…
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How to configure the internal requestHi All, ima trying to configure the internal request from the help desk and following the steps in the below docs, but at the stage of the manage administrative profile …