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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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec… -
Disable Classic HR Service Request Post Redwood MigrationSummary: We have enabled Help Desk in Redwood and have already removed the classic Helpdesk access in structure. However, users who have added the classic Helpdesk to th…
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To be able to assign service requests to agents on the basis of AOR/LocationSummary: Hello Team, We are trying to add the fields of AOR/Location to see if the process of assigning service requests can be automated on the basis of the primary poi…
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Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works?Summary: Can I get any related docs or links on how the Employee Help Desk Self-Service Assistant works? Content (please ensure you mask any confidential information): V… -
Affected Party Spotlight Template: Email missing in HRHD Detail Emp FlowSummary: I'm configuring the Affected Party Spotlight Template. I follow the instructions here in the tips and consideration to display the email: For the HRHD Detail Ag… -
Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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How can we prevent an Employee from changing the Status of a Help Desk Request?Summary: When an employee is viewing their own Help Desk Request, they can click the Edit button and then change the Status. Is there a way to make the Status field read… -
Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
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Set Field length for Custom Field created via Application Composer in HR HelpdeskWe have created a custom field on the 'Create Helpdesk Request' page to capture Employee ID using Application Composer. It is a 'Number' field. We want to restrict the n…
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Employee able to reopen HR help desk requests despite profile option setWe have set the profile option to include only Copy and Resolve actions. Reopen action is not set, as seen below. However, the employee is still able to reopen the reque…
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au…
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Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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Restrict Affected Party/Subject person from viewing as a contactSummary: Is there a way to restrict a Subject Person/Affected party from viewing an SR as a contact? When a leader submits an SR on behalf of an associate, especially if… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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HR Help desk new HR Request form - Subcategory selection and Data ValidationIs there a way to make only sub-categories selectable on the Request Creation page? We would like top-level categories to act as grouping headers only and prevent users …
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My Help "Knowledge" Search Results - Knowledge Article Excerpt Display Logic and OptionsWe are noticing that when users search in My Help for knowledge, the articles and attachments that appear have a preview/excerpt from the articles and files. Firstly, we… -
Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
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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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Agent repeatedly asks the same questions instead of progressing with the requestSummary: The Help Desk Request Creator Agent repeatedly asks for the same information even after the user has already provided clear answers. Content (please ensure you …
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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HRHD Admin Unable to View Infolet Data Across Organizational HierarchyWe have a requirement for the HR Help Desk (HRHD) Administrator to view complete infolet data for all teams and managers within their defined organizational hierarchy. H…
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Is there a way to hide case when clicking on the primary contact?How can I hide the case tab from HR Help desk?
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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.…