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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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Classic HR Help Desk Migration ResourcesYou may view the official deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementations of HR He… -
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 … -
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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Message Types & Sub-Types for Agent ResponseSummary: Hi experts, We currently have a Groovy script which changes the status of the Help Desk Request to 'Waiting' when an agent sends a response. This is working wel… -
Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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HR Help Desk Audit Data Migration to Redwood Help Desk did not migrate the audit historySummary: We are in the progress implementing Classic to Redwood Helpdesk Migration. HR Help Desk Audit Data Migration to Redwood Help Desk job did not bring audit record…
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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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Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
Redirect to ADF profile options for CasesSummary: Hello. We are in the process of enabling HR Help Desk and Case Management in our dev environment. I noticed that the below two profile options were mentioned in… -
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… -
HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
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Help desk Adaptive Search - Out of Memory/Tenant Out of Capacity Errors in Multiple EnvironmentWe are experiencing an issue with Adaptive Search where periodic refreshes are failing in both our DEV and TEST environments at approximately the same time. Issue Adapti…
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HR Helpdesk Resolution DescriptionSummary: Employees must receive an email notification when a ticket is Resolved or Rejected; the email must include the complete resolution details entered by the agent
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Help Desk Deep LinksHi, I haven't been able to find any documentation on what deep links are supported in HRHD. It would be really useful if we could use links to open a request of a specif…
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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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how to connect dynamic 365 and the oraclehow to connect dynamic 365 and the oracle for TB data load
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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HR Help Desk Infolets Showing Inconsistent DataHi Community, We are observing a data inconsistency in the HR Help Desk Infolets for the following two tiles: Team HRHD Request Work Time My HRHD Request Work Time As sh…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help…
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HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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My Help and HR Helpdesks Page is coming as blankSummary: When we click on the My Help and HR Helpdesks Pages, the page renders as blank Content (please ensure you mask any confidential information): I am logging in as…
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Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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milestone showing in progress when it is overdueSummary: HR Help Desk Milestones have been configured for Service Requests for 'First Response' and 'Resolution'. The SR is created and the milestones appear against the…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
Would like to know how to configure Milestones and coverages per category in Next Gen Help DeskSummary: Hello There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category. I need help from so…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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Error when testing Action plans as "You must be a valid resource before you can create this record"Summary: Hello When performing the 'Add Action plan' function in HR Helpdesk, the actions we've created are showing an error. Error: You must be a valid resource before …
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Unable to Link Cases - Case ManagementSummary: Hi All, We are facing an issue in Case management where we are trying to create a relationship with Case object. When are trying to link current case to other c…