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… -
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…
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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! 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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Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan… -
Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
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Next Gen Migration: Triggers not migrated post job 3Summary: After running job 3, I do not see triggers migrated under HR Help Desk object. They are still under Service request object. Do I need to manually create them un…
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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… -
How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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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…
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help desk status serviSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev…
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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… -
How to hide duplicate actions in the HCM navigation list in HR HelpDeskSummary: My client wanted to be able to view the Person record from the HCM Navigator in HR Help Desk so they can check DOB, Address etc if Primary/ Affected contacts ca…
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What is use of search bar while opening fusion applicationSummary: What is the use of below search bar while opening fusion applications? Also when we click on search it will show only Purchase orders and Purchase Agreements Is…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
Bank Account Configuration for Finance and Payroll Structure with different Legal EntitiesSummary: We have issues with CM bank accounts, we have two different Legal Entity Structure for the Payroll and Finance has different Legal entity, but as per the busine…
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Can we control the resolution notes and other AI related generated notes such as summarized notesSummary: Can we control the resolution notes and other AI related generated notes in HR helpdesk module? Content (please ensure you mask any confidential information): H…
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Format Candidate Name and Address to All CapsSummary: Is there a way to Format Candidate Name and Address to All Caps (All Upper Case). Currently, the Candidate Name format allowed lower and upper case. Is there a …
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2 team leaders in the same resource organization should see the same in data in the infoletsSummary: I have a client who has 2 team leaders that manage their HR Support Desk, they oversee all of the resources so should therefore be able to view the same data in…
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Unable to use new case on dynamic containerSummary: My client wants to simplify the Case Management page and wants to remove certain sections. I have navigated to App UIs > Customer Experience > Service > ec > Ca…
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HR Help Desk Case Management–Cases visible in OTBI but not under Case tile / Unable to create queuesSummary: We are implementing HR Case Management in Oracle HCM HR Help Desk (Redwood / mixed UI environment) and are running into a visibility and configuration issue. Cu…
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Is it possible to default any one email channel in Help Desk for composing the email.We have multiple email channels configures under 'support' purposes, but while composing the email from help desk page we wanted to set "Ask-HR" email channel as default…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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Groovy Script to Send an Email Notification to Agents linked to a Queue for HR Help Desk RequestSummary: Hi Experts, I have a requirement where I need to send an email notification (email only, no bell please) to all Agents linked to a queue when the Status of a re… -
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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Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Enabling Runtime Messages for HR Help Desk in Application ComposerSummary: Hi Experts. I am trying to view runtime messages with the groovy script below. When the script runs, I receive the expected notifications, so I know the trigger…
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Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…