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, original deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementation… -
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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Milestone is not getting reflected on Redwood Help Desk pageSummary: I have migrated help desk from Classic UI to redwood and migrated older requests shows the milestone but newly created requests does not show the milestone. Ver… -
HR Helpdesk AI Agent taking long time to give a responseSummary: Hello All, We are implementing the HR Helpdesk module. We enabled the AI agent (the Employee Help Desk Self-service assistant workflow agent). We set up the tic…
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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Primary contact names not being produced on case list pageSummary: The Primary Contact column appears blank. It should display the list of names associated with each case. I have a run a full publish within Adaptive Search and …
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Case Management ImplementationSummary: Hi, Could you please suggest the learning material for Case Management Implementation. Content (please ensure you mask any confidential information): Version (i…
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Oracle Learn for Case ManagementSummary: Any Oracle University courses for Case Management (HCM)? Content (please ensure you mask any confidential information): I am taking the Become a Human Resources…
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How to Purge HR Helpdesk CasesSummary: I have deleted Cases, Notes/Messages etc.. using both Import Management and the Case Rest API earlier this week. Those Cases are no longer visible in the Applic…
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Enable the message section on an SR to appear expanded by defaultSummary: Is it possible that the messages sent on an SR are expanded as they are when you send the first message? Its not clear for users or agent to know they need to c…
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Automatically update the queue when category changesSummary: Is it possible to automatically update the queue when the agent updates the category on an SR without having to manually run the 'Run Queue Assignment Smart Act…
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Redwood NextGen Helpdesk - Detailed Description Templates per CategoryWithin the Redwood NextGen Helpdesk, depending on the Category that an end user selects (1), is it possible to customise the Detailed Description field with a pre-define…
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Article owner not updated when Owner is changed.Summary: After the Knowledge article is updated with the a new Owner, we still see 'By' here with a article created person name'. Is it possible to update the By to upda…
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Automation Rules - Notifications when message receivedSummary: How do you initiate a notification using the Automation Rules when a new message is received in a Help Desk Request. I am able to see that messages are an optio… -
Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…
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Start Internal Conversation With details is not capturing the email replies.We have configured a channel under 'Collaboration' Purpose for the email based reply for conversation so in all the scenarios it is working fine it is capturing the emai… -
Inbound Email Channel for Cases Creates Help Desk Request Instead of CaseSummary: Hi Team, I am trying to configure automatic Case creation from inbound emails using Oracle's documentation: https://docs.oracle.com/en/cloud/saas/fusion-service…
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Types of attachments on 'Create HR help desk request' pageOn the 'Create HR help desk Request' page, there is a field to upload attachments. The LOV provides two values to select - Miscellaneous and Inline Attachments. What is … -
Best Practice - Deleting HR Help Desk RequestsSummary: We are looking for best practices for enabling the auto-deletion of HR Help Desk requests. Content (please ensure you mask any confidential information): We cur… -
How do I update an HR Help Desk Case using import management.I have tried specifying Case Id and Case Number but Import Management always tries to INSERT even though the record exists. Has anyone done this successfully and if so c…
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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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Need Category Selected in HR helpdesk automatically assigns to queueSummary: When an employee submits an HR Help Desk Request without selecting a Category, the Category field remains blank on the created request. We would like to default…
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Regarding HR help desk requests SLA'sSummary: Hi team, Can you please suggest me how to configure SLA's based on Category in HR Help Desk Content (please ensure you mask any confidential information): Versi…
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Maintenance Organization not appearing in the List of Values in Internal Help Desk RequestSummary: Maintenance Organization not appearing in the List of Values in Internal Help Desk Request when creating work order Content (please ensure you mask any confiden… -
Not to show case details page to employeeHi Experts What if we don't want to show Case Details page to employee once they create a case. Instead of below page can we just show them a pop up with message Case ha… -
Filtering cases using the Team Member filterSummary: In Case Management, when using the filters to filter the landing page view the 'Team Member', 'Team Member or Hierarchy of', 'Queue: Team Member' and 'Queue: Te…
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Restrict HR Help Desk Request Access for Secondary Contacts Based on Queue – Next Gen HR Help DeskHello Team, We are looking for guidance on configuring data security for HR Help Desk Requests in Oracle Fusion Cloud Next Gen HR Help Desk, specifically to restrict HR …
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How can I be notified when a customer replies to a message?Summary: Hi, Employee posts a message → assigned HR Help Desk agent receives a Bell notification → recipient/message controlled from Notification Preferences. I followed…
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Error on case creation page and also after case creation.Case creation landing page showing below error popups Exception during RestAction Error response during RestAction And after creating the case below error is showing and…
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Has anyone experienced the 'SVC-5295539' when using the 'Update Queue' smart action for a case?Kia ora. We're currently in development phase of implementing case management (under HR Help Desk) in our organisation, which included enabling some delivered Smart Acti… -
How to close HR Helpdesk Service Requests in bulkSummary: How to close HR Helpdesk Service Requests in bulk Content (please ensure you mask any confidential information): Hi All, Greetings! We have the requirement to d…