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
-
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… -
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… -
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 …
-
Can we add a custom field actual completion date in internal service request action plan task detailSummary: Hi, Is there any way that we can add the custom field actual completion date in this action plan task detail screen? Content (please ensure you mask any confide… -
Issue with Country-Specific LOV Trigger After Migration to RedwoodSummary: We need to implement two country‑specific lists of values for the queue. Earlier, in the Classic version, we created a trigger that retrieved the user’s locatio… -
Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan… -
Personalize Employee Friendly Case PageSummary: Hello Experts, We have few question on the Employee Friendly Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Connect Q… -
Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
-
Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
-
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…
-
How to Redisplay Action Bar in Help Desk Service Request PageSummary: Several of our Help Desk Agents (one Admin included) no longer see the Action Bar when they click into a Reqest. When I log into a non-production pod as that sa…
-
Prebuilt data models for managing Grievances and Disciplinary CasesSummary: Prebuilt data models for managing Grievances and Disciplinary Cases Content (please ensure you mask any confidential information): Hi Team - this is regarding t…
-
Groovy script is not working for the Help Desk Triage Agents.Hi , I am configuring the Triage Agents and Resolution Agents in my system but the groovy script is not working . I have configured the below groovy script under Help De… -
Invoke Access Case and Use OIA Case InterviewSummary: Hello Experts, We have few question on the Employee Friendly Case Page as presented by Chris on HCM – Case Management for Employee Relations and Investigations …
-
Unable to delete closed caseSummary: Is it possible to delete closed cases? I tried through UI and import management but getting error You can't update a case after it has been closed. (SVC-5295543…
-
Fusion Interview AccessSummary: Hello Experts, We have few question on the Fusion Interview Access Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Con…
-
Has anyone worked on retrieving the Payroll Process status from Timecards?Summary: As shown in the image shared below, there is a table HWM_TM_REC_GRP_SUM that has a payroll process column, but it does not store any data. Oracle Support and OT… -
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/…
-
Unable to view my HR requests under Myhelp > view my requests sectionSummary: As an employee, I have created HR requests using My help page > Create request. I am unable to see the newly created HR requests under Myhelp page > view my req…
-
Employee creates SR on behalf of another employee but the SR still visisbleSummary: Employee(requestor) creates SR on behalf of other employee(primary contact) but the SR still visible to the requestor. The SR shows primary and only contact as …
-
Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
-
Issue with HRHD Infolets access to other usersSummary: Hi Team, I created some OTBI reports and created them as infolets in HRHD infolets section, which I can view. However, other users having same access/roles as m…
-
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…
-
'Deleted User' Showing as Author in Knowledge ArticlesSummary: We are currently reviewing several Oracle HCM Helpdesk Knowledge Articles where the original authors - former employees who previously held the Knowledge Curato…
-
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…
-
There is data in the custom fields in OTBI but they are not showing in the UISummary: We have created a number of custom fields in Case Management for different case types and we are migrating data over from a legacy system. Most of the data has …
-
Reopen/Reset SR Status When Requester Adds Update After ClosureSummary: When a Service Request (SR) is raised and later moved to Resolved/Closed, the SR creator/requester may add an update/comment after closure. In such cases, we wa…
-
HRHD Category Lookup list for coveragesSummary: I have been asked to add Category as a custom column for HRHD milestone definitions. I have created the column as per standard documentation, however I'm unable… -
How can I view archived Service Requests where I was not the primary contact?Summary: Since the new Oracle Support Portal was rolled out, there is very limited visibility to old, closed SRs. I can only view MY old SRs under the Archived Service R…
-
In HRHD, How do I make the case numbering convention start from 1?Summary: We’re configuring Case numbering for HR Help Desk (HRHD). We can set Prefix and Radix on Manage Public Unique Identifier Sequence Generation for the Case object…
-
HrHelpDeskRequests VB custom LOV and APISummary: Hi All. I was hoping you could point me in the right direction. I am trying to further customise seeded HrHelpDeskRequests Dynamic Form/Layout (at this point I …
-
Is there a way to send only email notification to Queue owner ?Summary: Hi Experts , We would like to keep Email and BIP notification separate. Have tried using the 'HR Helpdesk Objects to create a 'trigger' when a new SR is created… -
Case status is automatically set to 'Closed'Summary: Case status is automatically set to 'Closed' when the corresponding 'Escalate to Case' Smart Action is set to 'Complete' on the original HRHD Service Request. C…