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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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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Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,… -
ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood KnSummary: We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisit… -
How can a line manager have visibility into Helpdesk requests created by their direct reports?Is there a way for line managers/supervisors to have visibility into Helpdesk requests created by their direct reports? Can they access the same via the Helpdesk tab on … -
If we delete categories, what will be the impactIf we delete categories in Oracle Fusion HR Helpdesk, what impact will that have on existing service requests/tickets, and what prerequisites must be met before deletion?
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Which AI agent replaces ODA?Summary: Which AI agent replaces ODA? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): 26B Code…
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Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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Is groovy script being replaced by Workflow Automation?Summary: I had a very quick question around groovy script and HR Help Desk, we’ve previously used this to automate notifications and update statuses etc, but I know Work…
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How to do mapping between Seeded Category and Custom LookupsHi Experts We have created custom lookup on Request page. And we want to map it with seeded Category field. Category - Seeded Field Category L4 - Custom Lookup -
Workflow Automations - Can These Be Deleted?We are creating workflow automations in one of our DEV pods, and I came across a scenario where I needed to delete one of them because it just simply doesnt work. I was … -
Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t… -
I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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How to show Custom Lookup and respective values on selection of Seeded category field value.Hi Experts We have below requirement : We are using seeded category hierarchy field. Where we are showing L1 to L4 levels. What we want when user selects the Category th…
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Case Management access group- based on contact relationshipSummary: I have requirements for case management for 2 access groups: Group 1 - Employee Relations team have full access and can see all cases- assigned the OOTB Case Ma…
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How to get list of value in Custom Field based on CategorySummary: Hi, I had created one custom column and choose field type as Choice List (Fixed) and assign Lookup Type. I need to show the list of value of the custom column b… -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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SmartText not appearingSummary: We have configured two test smarttext entries for HR Help Desk and set the interval to "Always" for availability. We are not seeing any smarttext when we type "…
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How to default the subject with SR number in the conversation screen?Summary: How to default the subject with SR number in the conversation screen? I am able to set the message with the subject in ALL message page using an action listener…
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User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): 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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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v…
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Groovy script notification when agent doesn't respond in x daysSummary: Looking for guidance on creating a groovy script to send a notification to help desk agents that haven't done anything with a ticket in 2 days. I've been search…
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How to restrict custom lookup values based on roles/department?Hi Experts On HR Help Desk SR Creation page, we have created few custom fields using standard lookups to select attributes related to the Main Category of SR. Requiremen…
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Is it possible to Download and/or Print a Knowledge Article?Summary: Is it possible to Download and/or Print a Knowledge Article? We know that there is an ability to download/print attachments to a knowledge article - but our cli…
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Auto Assign HR Help Desk Request to an AgentSummary: We currently have Auto distribution turned on for our HR Help Desk Queues. Our agents have the ability to mark themselves as available when they login for the d… -
how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…