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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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t… -
Hide or disable the search bar for employees in HR Help DeskSummary: In HR Help Desk module (Redwood pages), search option needs to be disabled for employees under 'My Help' landing page. We have checked Profile Options and tried…
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Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
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HR Service Request not editable by creator (even with agent/admin role) – expected behavior?Hello, I’m facing a behavior in Oracle HCM Help Desk that I’d like to clarify. When an agent creates an HR Service Request, the Edit page is read-only, so the request ca…
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Guide Me (Oracle Guided Learning) availability in Help Desk moduleHi everyone, I have a question about Guide Me (Oracle Guided Learning) in Oracle HCM Cloud. In our environment, we see the message: "Guided Learning is not activated in …
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Is it possible to auto translate the content of knowledge articles?Summary: When we use the 'Translate' option in knowledge articles, it is just translating the prompts and headings. How can we translate the content too? Content (please…
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Getting error while adding Files as attachment in Knowledge articlesSummary: We are getting an error while to trying to add files as an attachment in the Knowledge article Create page. Snapshot is attached for reference. Has anybody enco…
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Knowledge Article Usage / Click AnalyticsSummary: We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI. H… -
Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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Action Descriptions not working within Action PlanSummary: Within Case Management, We have created an Action plan with several Actions that each have a description. Within the Action Plan, the action descriptions are no…
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Service Request Email Notification Not Displaying Response Directly in EmailSummary: How can I get the Service Request response to display directly in the email instead of clicking the SR link? The Oracle emails I use to receive had the content …
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HR Helpdesk email-created tickets do not open attached .rtf filesSummary: We are unable to determine why .rtf files are showing as “attachment removed from the message” when Helpdesk tickets are created via email. Content (please ensu…
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Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Fusion Cloud (Help Desk) across Disciplinary, Financial Irregularities, and Security & Theft … -
Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
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Email Communication ChannelsSummary: We have multiple email communication channels setup for HR Help Desk. Our service center admins want to disable two of them from the view. I do not see an optio… -
How to Auto-Populate Help Desk Field from Worker Assignment DFFSummary: Hi Team , In HR Help desk create page i want to populate a field value from Workers details , There is a field in HCM Workers assignment DFF object , i want to …
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How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…
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Is there a way to export all case details including notes?Working to implement Help Desk with Case Management for a client and we have a requirement to export case details including the notes? This would be needed in a scenario…
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Can we prevent users adding a message to an SR when it's in the Resolved Status?Summary: My client would like to prevent users from being able to add a message after the agent has Resolved the SR, whilst we appreciate the best practice is to train t…
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Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
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Case Management - New Action Plan template not visible in CasesHi All, We are implementing Case management for our client and referring to Opt Out of Case Management implementation guide. We have created some actions and actions pla…
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Can we restrict knowledge authors to only view/edit articles for the user groups they are a part of?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…
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Can the system notify employees when a knowledge article they’re associated with gets updated?Summary: E.g., Norway absence policy changes → Norway employees get notified- Content (please ensure you mask any confidential information): Version (include the version…
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I'm facing an issue while importing historical cases through Import Management because of CategoryIssue During the Validate Data step of the Case import, the system returns the following error for each row: Attribute CategoryName is not selected in CaseVO_XXXX, opera…
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Case Manager role not able to see case conversations that have been migrated from legacy systemSummary: My client is going live on Monday with HR Help Desk and Case Management, we are migrating over their current SRs and Cases from their legacy system and have als…
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Fusion Interview AccessSummary: Hello Experts, We have few question on the Fusion Interview Access Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Con…