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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Want to know more about AI in Help Desk?We’ve been getting a lot of questions about AI and its use within Fusion Help Desk in the Redwood experience. We understand! Adoption of AI is moving quickly, and we hav… -
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…
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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 in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k…
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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 '… -
We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent … -
category field not visible when creating a new caseSummary: Category field not visible when creating a new case however the field is visible when going into an existing case details. Content (please ensure you mask any c…
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Internal Service Request not display the assigned toSummary: Hi, anyone know why when I try to edit the internal service request. Sometimes, the assign to do not display the value. When you exit the service request and go…
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Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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Can we add additional columns in the Help Desk Requests screen?Hi all, Is it possible to add in additional options under 'Manage Columns' in the Help Desk Request screen for HR Agents? For instance a custom field, or other seeded fi…
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Next Gen Helpdesk Email Configuration for Compose MessageSummary: Hi All, We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is …
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How does a case manager recieve bell and email notofication when a email message is responded?Summary: We are trying to set up notifications to the assigned Case Manager when a case conversation is responded via E-mail, but no notification is getting triggered as… -
How can we create Multiple field for Category, when we have subcategory?There is a requirement to create Sub Category and Child Sub Category fields. The available values in the Sub Category field should depend on the selected Category value,…
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How can I mass update categories for existing open and closed HR requests?Summary: We would like to change the category of the existing HR requests by creating new categories. How can I mass update categories for existing open and closed HR re…
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Question regarding Next Gen Migration Task: migrate Rule Sets for Queue Assignments after Job 3Summary: We are migrating to Next Gen and I have completed Job 1 and Job 2. Job 3 is data migration. The migration doc says the below: Update Assignment Object and migra…
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Access HelpDesk Request as Contact (25D)Summary: Access HelpDesk Request as Contact Content (please ensure you mask any confidential information): User A created an SR and added user B who is a resource as a c…
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is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i… -
On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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Agentic AI capabilities for Help Desk@Chris Warner @Michelle Walter-Oracle I am working on Agentic AI for Help Desk and I want to know all the capabilities where and how Agentic AI can help when we are conf…
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Groovy Script to show message content in email when SR is updated by Agent.Summary: Hi All, Can you please help us to find the groovy script which will show the content/message updated by agent into the email to the employee when the SR is upda…
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config pages still classicHi, is it correct to say that for Oracle Help Desk the configuration pages are still in the Classic UI? From my understanding, Redwood is primarily the user experience l… -
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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Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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HR Help Desk - Case Management : Primary contact on case management not workingSummary: We are working on enabling case management (redwood page along with HR Help Desk). We are not able to understand the below primary contact in case management : …
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Application Composer Server Scripts dynamic fusion urlHi, Does anyone know if its possible or the syntax to use to amend the following Groovy def line variable so that it automatically uses the correct Oracle Fusion host do…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Resolution NoteSummary: Once a resolution note is written and submitted, how can that note be viewed by HR Help desk admins? It may have been disabled at some point but I cannot find a…
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Bulk Import of Cases with Action PlansSummary: We are currently working on a data migration requirement involving Cases and their associated Action Plans. We have successfully successfully mapped and tested … -
Can you restrict case manager access by queues that they are in?Summary: We have a requirement for a case manager to only be able to see cases for which queues they are assigned to. We have a custom security role built which is still…