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… -
integrate my custom AI Agent to helpdesk knowledge articlesWe are trying to create an AI agent which can be integrated with helpdesk knowledge articles. Has anyone achieved it ?. Are there any API's available for the knowledge a… -
Help Desk: Display Sender Email for External Users, Vendors, and Ex-EmployeesWe have a requirement to fetch and display the sender's email address in both the Help Desk list view and the ticket details page. To achieve this, we created a custom f… -
How to default the subject with SR number in the conversation screen?Summary: How to default the subject with SR number in the conversation screen? I am able to set the message with the subject in ALL message page using an action listener…
-
Add Time Remaining Field to the Landing Page of HR Help DeskSummary: Hi Everyone, Wanted to check if we can add Time Remaining field available to add on the Landing page of HR Help Desk. We generally have this field available onc…
-
Can 'Internal' showing up on the 'Create Request' drop down be changed to 'Finance'?Summary: Hi, We are planning to use 'Internal Service Request' for Finance, and HR Helpdesk for HR related Service Requests. Can the 'Internal' appearing on the 'Create … -
Ensure multiple agents cannot work on the HR Help desk case at a timeSummary: Evaluate and define a future-state solution within Oracle HR Help Desk (HRHD) to provide real-time ticket ownership visibility and prevent multiple agents from …
-
Access Groups not workingSummary: Added two access groups Group 1: Group Members: Employee A Object Rule: Allows full access Condition: Cases with Case Type = 'XXXXX' Group 2 Group Members: Empl…
-
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
-
Product Group Values are not appearing in HR HelpdeskWe have a requirement to capture the type of HR Help Desk request using the Product Group field. To achieve this, we created and published the required Product Group in …
-
Creating Fulfillment Instructions within an Action PlanSummary: We have lengthy instructions for agents, but do not justify a knowledge article. We've got them configured and mapped from the description to the subject, but t…
-
Has anyone been able to create an action plan with decision making logic?Summary: We're looking to put some decision making logic in our action plans, but can't seem to figure it out without creating hundreds of action plans that the team wil…
-
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
-
Moved: Can we limit the visibility of conversation messages in HR Help Desk?This discussion has been moved. -
Redwood HR Help Desk – Auto Assign Action Plans Based on Request CategoryHi Experts, Would like to know if it is possible to automatically assign an Action Plan when an employee creates an HR Help Desk request and selects a specific category.…
-
I want to to hide action button in employee search detail page from help desk requestIn VBS Page, this is the error I have got when I tried hiding the action button. Even after creating the new rule set and after unchecking the action box also, the actio…
-
Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
-
Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th… -
How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
-
Help Desk menu options not visible in new podSetting up the new Pod (B) and no seeing the menu options under helpdesk like it is in our Pod A Below is the screenshot of the help desk menu options visible in our POD…
-
how to add Informational text within a Custom Field for Next Gen HR Help DeskWe have some custom Filed under HR helpdesk , Customer has a requirement to show some information under those field , like a Help Text , Unable to add them using VBS. an…
-
How can I sync the status of my requests in "My Help"?Hi everyone! In the action "My Help" we have a problem with the status of requests. As you can see from the first image, in the section "View My Requests" we see the sta…
-
I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
-
Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
-
Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass… -
Link shared in live chat is not openingHi, I am having an issue when sharing a link on the live chat. AI suggest relevant articles to share which works fine and for the agent they can see the article they sha…
-
how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…
-
How to change case status when a user responds?I have a requirement to update the case status when the user responds back to the email conversations. This will help the case manager to understand that the user has re… -
AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
-
Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…