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… -
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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How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age… -
HR Service Request not editable by creator (even with agent/admin role) – expected behavior?Hello, I’m facing a behavior in Oracle HCM Help Desk that I’d like to clarify. When an agent creates an HR Service Request, the Edit page is read-only, so the request ca…
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Knowledge Article Usage / Click AnalyticsSummary: We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI. H… -
Guide Me (Oracle Guided Learning) availability in Help Desk moduleHi everyone, I have a question about Guide Me (Oracle Guided Learning) in Oracle HCM Cloud. In our environment, we see the message: "Guided Learning is not activated in …
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Utilizing guided journeys for question based Journey identificationSummary: Hello Team, Has anyone implemented guided Journeys. We have a requirement where the client needs certain questions to help guide the employee towards the right …
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Is it possible to auto translate the content of knowledge articles?Summary: When we use the 'Translate' option in knowledge articles, it is just translating the prompts and headings. How can we translate the content too? Content (please…
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Getting error while adding Files as attachment in Knowledge articlesSummary: We are getting an error while to trying to add files as an attachment in the Knowledge article Create page. Snapshot is attached for reference. Has anybody enco…
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add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Case Management - New Action Plan template not visible in CasesHi All, We are implementing Case management for our client and referring to Opt Out of Case Management implementation guide. We have created some actions and actions pla…
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AI feature Suggest Knowledge to Employees When Creating Help Desk Requests to not show suggestionsSummary: We are looking to enable the generative AI feature for HR Help Desk called "Suggest Knowledge to Employees When Creating Help Desk Requests". I've tested this a… -
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
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HR Helpdesk email-created tickets do not open attached .rtf filesSummary: We are unable to determine why .rtf files are showing as “attachment removed from the message” when Helpdesk tickets are created via email. Content (please ensu…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
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Is there a way to export all case details including notes?Working to implement Help Desk with Case Management for a client and we have a requirement to export case details including the notes? This would be needed in a scenario…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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Agents/Resources names not appearing in "Assigned To" field in HR Help DeskSummary: Hello Team, I am unable to reassign hr help desk requests as a help desk agent. I have given them the resource role and made them the service representative. An…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Action Descriptions not working within Action PlanSummary: Within Case Management, We have created an Action plan with several Actions that each have a description. Within the Action Plan, the action descriptions are no…
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Service Request Email Notification Not Displaying Response Directly in EmailSummary: How can I get the Service Request response to display directly in the email instead of clicking the SR link? The Oracle emails I use to receive had the content …
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Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Fusion Cloud (Help Desk) across Disciplinary, Financial Irregularities, and Security & Theft … -
Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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Email Communication ChannelsSummary: We have multiple email communication channels setup for HR Help Desk. Our service center admins want to disable two of them from the view. I do not see an optio… -
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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Can we restrict knowledge authors to only view/edit articles for the user groups they are a part of?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How to Auto-Populate Help Desk Field from Worker Assignment DFFSummary: Hi Team , In HR Help desk create page i want to populate a field value from Workers details , There is a field in HCM Workers assignment DFF object , i want to …