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 Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
Add Time Remaining Field to the Landing Page of HR Help DeskSummary: Hi Everyone, Wanted to check if we can add Time Remaining field available to add on the Landing page of HR Help Desk. We generally have this field available onc… -
How can I sync the status of my requests in "My Help"?Hi everyone! In the action "My Help" we have a problem with the status of requests. As you can see from the first image, in the section "View My Requests" we see the sta…
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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Help Desk: Display Sender Email for External Users, Vendors, and Ex-EmployeesWe have a requirement to fetch and display the sender's email address in both the Help Desk list view and the ticket details page. To achieve this, we created a custom f… -
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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integrate my custom AI Agent to helpdesk knowledge articlesWe are trying to create an AI agent which can be integrated with helpdesk knowledge articles. Has anyone achieved it ?. Are there any API's available for the knowledge a…
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How to create a Descriptive Flex Field in HR Help Desk - Create Service Request PageSummary: Hi Team, We have a requirement to create a Flex Field of Username in Create Service Request Page. But, I'm not knowing which Module or Name I should choose to c…
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SQL query to fetch Auditing Details in HR Helpdesk moduleHi, I have a requirement to write a SQL query in BIP to fetch the Audit information in the HR Helpdesk Module. I am required to fetch the Business Object Attributes when…
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How to remove 'Internal' action from Create Request (My Help)Summary: We have disabled Internal Helpdesk from offering. We dont even have the Internal Helpdesk roles. Still, 'Internal' option is coming up under Create Request on M…
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Can 'Internal' showing up on the 'Create Request' drop down be changed to 'Finance'?Summary: Hi, We are planning to use 'Internal Service Request' for Finance, and HR Helpdesk for HR related Service Requests. Can the 'Internal' appearing on the 'Create … -
I want to to hide action button in employee search detail page from help desk requestIn VBS Page, this is the error I have got when I tried hiding the action button. Even after creating the new rule set and after unchecking the action box also, the actio…
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Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Ensure multiple agents cannot work on the HR Help desk case at a timeSummary: Evaluate and define a future-state solution within Oracle HR Help Desk (HRHD) to provide real-time ticket ownership visibility and prevent multiple agents from …
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How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…
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Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
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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…
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Product Group Values are not appearing in HR HelpdeskWe have a requirement to capture the type of HR Help Desk request using the Product Group field. To achieve this, we created and published the required Product Group in …
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Creating Fulfillment Instructions within an Action PlanSummary: We have lengthy instructions for agents, but do not justify a knowledge article. We've got them configured and mapped from the description to the subject, but t…
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Access Groups not workingSummary: Added two access groups Group 1: Group Members: Employee A Object Rule: Allows full access Condition: Cases with Case Type = 'XXXXX' Group 2 Group Members: Empl…
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Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Redwood HR Help Desk – Auto Assign Action Plans Based on Request CategoryHi Experts, Would like to know if it is possible to automatically assign an Action Plan when an employee creates an HR Help Desk request and selects a specific category.…
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how to add Informational text within a Custom Field for Next Gen HR Help DeskWe have some custom Filed under HR helpdesk , Customer has a requirement to show some information under those field , like a Help Text , Unable to add them using VBS. an…
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Has anyone been able to create an action plan with decision making logic?Summary: We're looking to put some decision making logic in our action plans, but can't seem to figure it out without creating hundreds of action plans that the team wil…
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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Moved: Can we limit the visibility of conversation messages in HR Help Desk?This discussion has been moved. -
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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Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'… -
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 '…