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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Want to know more about AI in Help Desk?We’ve been getting a lot of questions about AI and its use within Fusion Help Desk in the Redwood experience. We understand! Adoption of AI is moving quickly, and we hav… -
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…
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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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Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this … -
How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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Case Management section counters are not working for all casesSummary: I have some cases that include conversations and Team Members and contacts but the counter isn't updated to show the number of items in the section, this isn't …
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Are There Reserved Words Lists for Oracle Cloud ERP Modules?I am currently looking for a list of reserved words applicable to Oracle Cloud ERP. I am aware that reserved words for PL/SQL and Essbase are documented, and that Essbas…
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Agents restriction to view SRSummary: The client requires that service requests (SRs) be accessible only to the agent who is actively working on or assigned to the SR. Other agents should not have a… -
Access HelpDesk Request as Contact (25D)Summary: Hi Team, I am trying to enable the feature 'Access Help Desk Request as Contact (25D)', and stuck at below step. Steps to Enable and Configure: Under the Object…
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Deleting SR in Help DeskSummary: Hi Folks, SR was created few months back now service request is not visible but it was there on the report of Active-SR Is there any possibility or workaround t… -
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… -
Drag and Drop attachment isn't working in Help Desk or Case ManagementSummary: We are getting an error when we use the Drag and Drop attachment functionality in HR Help Desk and Case Management, this seems to be only happening since 25D we…
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We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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HR Help Desk record summary not displaying all attachment addedSummary: An issue was raised by a client regarding the Summary page only showing one contact even though multiple have been added. I noticed the same behaviour happens w…
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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… -
Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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HR Help Desk Service Requests are not getting created from inbound e-mails as expected.Summary: i went through Oracle Documentation - Doc ID 2524716.1 . SVC_INBOUND_EMAIL_ADDRESSES = pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com in…
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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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How to enable automatic creation of HRHD request for MSS transactionsSummary: We have a scenario where when manager initiates any self service transaction such as Promotion, Termination, Change Manager, Transfer, a HRHD ticket gets create…
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Next Gen Helpdesk Email Configuration for Compose MessageSummary: Hi All, We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is …
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Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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Unable to add custom fields to Redwood Help Desk employee viewSummary: I am unable to add custom fields to the Employee HRHD edit view. I have re-added the fields via Application Composer several times but I get the same issue when…
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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Workflow automation in 25DHas anyone tried turning on workflow automation feature in 25D? I attempted to enable this in the workflow preference screen and the moment I attempt to save it, I get '… -
How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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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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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: …
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Characters limits for content entered into request Messages and Conversations and SmartTextsSummary: In HR Help Desk, what are the characters limits for content entered into request messages and conversations and SmartTexts? Content (please ensure you mask any … -
Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…