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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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl… -
How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon… -
Appeals Process handling in HR HelpdeskSummary: Appeals Process handling in HR Helpdesk Content (please ensure you mask any confidential information): Hi All, Greetings! This is about a requirement of definin… -
Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
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Help Desk offering deactivated in new environmentSummary: Afternoon all, I am trying to enable the HR Help Desk offering but it is greyed out so I cannot select it. Content (please ensure you mask any confidential info…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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What setting to make the install base asset available in internal service requestSummary: We have certain install base asset in maintenance module which is not available for LOV install base asset field in internal service request. Is anyone know abo…
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Reply/Acknowledge for an unknown user outside of the organization Oracle HR HelpdeskSummary: Hi , I am trying the solve the issue of not getting a reply for an unknown user outside of the organisation and wanted the follow the solution in the below docu…
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NexGen Helpdesk : Restrict employees from raising tickets on behalf of senior position employeesSummary: My client requirement states that "When an employee tries to create a helpdesk request from "MyHelp" They want to restrict employees from raising tickets on beh…
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What is the effort/duration required to migrate from Classic to Redwood Help Desk?Summary: We will be starting the process to migrate Classic to Redwood HR Help Desk. I would like to know how long has it taken for other customers of similar size (ment…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…
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Upgrading Classic HR Help Desk to HR Help Desk in the Redwood ExperienceWe are planning to upgrade Classic HR Help Desk to HR Help Desk in the Redwood Experience, we have gone through the articles but not able to identify starting point how … -
How to display LOVs of a custom field based on the queue?Summary: Hi Everyone, We have a requirement to create a new SR custom field called "Resolution Category", which should be available at the point of resolution. The value…
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The PPOC is blank on the front page of the case managementSummary: The PPOC is blank on the front page of case management, even though it has already been added (through 'Add Employee Contact' and marked as Primary). If we use … -
Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.?
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Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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OLC | we are not able to open the tab "help desk request"Help desk > Help desk requests Hi all, When we try to open the tab "Help Desk Requests" we are addressed to a white page. We are addressed to a page that is called Oracl…
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
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HR Help Desk How to default email address of an employee leader (Manager) in SR details pageSummary: Requirement is as below, Add 2 new fields to be manually inputted by CLR Users in “job Summary” section to capture the (1) email address of the employee’s leade…
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Is there a way to extract audit logs for User Setup and User Role Changes?Summary: There is a requirement from audit to extract of all audit log entries related to User Setup and User Role Changes in Oracle Fusion Security Console. Is there an…
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Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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Built a solution with multirow custom fields for InvestigationSummary: As part of the investigation process, there is a requirement to capture data and discussions in defined fields for each interviewer. We need to design a solutio… -
Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
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Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…