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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Recap of 26A & 26B Features for Help Desk, Case Management & KnowledgeHere is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login … -
Classic HR Help Desk Migration ResourcesYou may view the official, original deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementation… -
Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events! If you have a topic that you'd like for us to consider for a future event, please let us know.…
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari… -
HR Help Desk Requests created through inbound email not automatically assigned to a queueSummary: We are currently doing helpdesk migration from classic to Redwood. We are facing an issue with automatic queue assignment for HR Help Desk Requests created thro…
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Approver attached document part of personal information transaction not available in linked DORSummary: Approver attached document part of personal information transaction e.g. Name change, the attachment not available in linked DOR for respective document type. C…
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Smart Action - Transfer Help Desk Request - Change Default for "Transfer This Service Request To"Hello - we are wondering if there is a way to change the default value for the "Transfer This Service Request To" field. When we select the Smart Action called "Transfer… -
Restricting SmartActions by roleSummary: My client wants to restrict which agents in Help Desk can use the 'Copy to Document Record' SmartAction, they have 2 separate copies of the Next Gen Agent role,…
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Unable to view the Published Article in My HelpSummary: Unable to view the Published Article in My Help Content (please ensure you mask any confidential information): I have created an Knowledge Article which is live…
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How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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Regarding the bell notifications triggered when new helpdesk request is createdSummary: Hi Team, I have migrated helpdesk from Classic UI to Redwood UI. Triggers has been enabled and it is not showing under notification preferences. Could you pleas…
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Need Category Selected in HR helpdesk automatically assigns to queueSummary: When an employee submits an HR Help Desk Request without selecting a Category, the Category field remains blank on the created request. We would like to default…
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
Can we make Affected Party mandatory?Hi all, I cannot find a way to make Affected Party mandatory. If I try to do this in Application Composer, it always fails to save due to "Provide a valid value for Affe…
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How to enable Milestones on Case pageHi Experts As we have Milestones on Helpdesk Request page as below: Is it possible to add similar on Case page? -
How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…
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How can I make an HR Help Desk Category field required?Summary: Our HR Help Desk automatic (OmniChannel) routing rules are all based on the Category selected when submitting a request. In order to ensure a Category is chosen…
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How does HelpDesk AI Agent assign categories to the SRSummary: Hello All, We enabled AI agent for Help Desk and loaded the categories to the RAG through the SR Product and Category Ingestion Agent. While the agent is creati…
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How can a Case worker send email to non-case worker employees through conversation in Redwood?Summary: In the responsive UI there was a variable that could be turned on that would allow Employees to be set as conversation addressees. How can we replicate this fun…
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Error when Primary Contact uses the Close Help Desk Request action 26DSummary: I am working with a client moving them from Classic to Redwood HR Help Desk and we keep getting an error when a Primary Contact uses the 'Close Help Desk Reques…
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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self service request in "my help" are not visible by the employee who created itSummary: Employee is able to submit a service request in "my help" but they cannot view it after submitting. They also cannot see existing knowledge articles in "my help…
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Is there a way to change the Outcome values in Live Chat - HelpdeskSummary: Hi, We want to change the Outcome values in Live Chat to match with our helpdesk outcomes. Do we have any option to change the outcome values. Thanks for your a…
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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he…
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Regarding helpdesk survey configurationSummary: Hi Team, can you please let me know where we can found the helpdesk request survey configuration. Once agentvresilved the request and employee received the noti…
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Live Chat - Snippets Unable to link Knowledge ArticlesSummary: Hi All. We have enabled the AI suggestions for Chat which allows agents to link Knowledge articles in Chat. We are getting suggestions however we are unable to …
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Can we limit the quick links in My Help by Country?We are looking to add a semi-large number of quick links on the My Help landing page soon for several different countries. We were wondering if it is possible to limit w…
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Is there a Malaysia knowledge locale yet, and if not, is there a way to rename any existing locales?Summary: For quite some time, we have been needing a preferred knowledge locale for Malaysia (Malay - Malaysia/Bahasa - Malaysia). So far there still has not been any up…
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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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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…