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
-
How to default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def… -
How to create milestone/Trigger if helpdesk ticket is unassigned or new status for 8 hours?Summary: We have a requirement where, if any Helpdesk ticket remains in New status for more than 8 hours, a milestone should be triggered. Currently, we already have mil…
-
Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
-
Is there a way to remove/hide Attachments categories while creating Help Desk Request? pls suggest.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…
-
Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
-
Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A… -
Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
-
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… -
Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
-
How do I enable in HR Help Desk the "Get AI Assistance" button?Summary: I am going through the Oracle Lab whilst doing a refresher in some modules of the Oracle HCM Cloud: Human Resources Help Desk course, and I see that there's thi…
-
Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business … -
Audit history in hr helpdesk showing wrong valuesSummary: I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit Hist…
-
Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica…
-
Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
-
How to Restrict Case Visibility for Case Workers While Allowing Case Managers Full AccessSummary: I want to configure it so that: Case Workers can only view the cases assigned to them (or those they are team members of). Case Managers have full visibility ov…
-
HR Help Desk - AI assist generative content can't be createdSummary: I am trying enable this feature: "Generate Resolution Notes when Resolving the Help Desk Request" (https://docs.oracle.com/en/cloud/saas/readiness/service/25b/s…
-
Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
-
Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
-
Debugging groovy scriptsHello , When we used classic UI, we had option to debug groovy scripts via runtime messages. However I wasn't successful in getting the logs in runtime messages after mo… -
Approval Process in Case Management and HelpDesk in 26ASummary: Hi Team , As part of the business requirement, we need to enable an Approval Workflow in Case Management and Help Desk. The workflow should function based on th…
-
Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay…
-
Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com… -
How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
-
HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
-
Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Queue-based notifications for all agentsSummary: Queue-based notifications for all agents Content (please ensure you mask any confidential information): Hello, we are currently using Oracle HCM Help Desk and w…
-
Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
-
Oracle Certification migration from Old company email ID to new company mail IDSummary: Hi I recently joined the new organization, in my previous organization I had done the below Oracle Certifications which I need to map to my new company email ID…
-
Redwood - Oracle HR Help DeskSummary: I have assigned roles for the end user, agent, manager and administrator and the help desk requests are lost. Content (please ensure you mask any confidential i…