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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Bug fix 36817407 cannot be foundSummary: Bug fix 36817407 cannot be found. Content (please ensure you mask any confidential information): Hi all, In Doc ID 3034557.1 a solution was provided for issue F… -
How to get the Static IP & SSH Key for Payroll Integration with BankWe are integrating Oracle Fusion HCM with the bank server for salary processing and require the following: -Static IP for both Test and Production environments to be sha…
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Assigned to field not populating on landing pagesAssigned to field is not populating any names on landing pages. Assigned To does show on the Details page and the Edit page but it is not pulling over to the Agents Assi…
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How to add custom image to icons in Live AgentSummary: Hi All, Is there a way to add custom image to the live agent chat window. Here are a few highlighted regeiond in the image (LA_SVGIcons.png), how can we add cus…
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SRs did not get assigned to a queue even after running the Service Request Queue Assignment rulesSRs did not get assigned to a queue even after running the Service Request Queue Assignment rules, Oracle suggests using UI, REST, Batch REST to assign these SRs to a qu…
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Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
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Does Next Gen HR Help Desk have a built-in automatic Request re-open function?Currently in our Legacy Help Desk setup (B2B) Service, employees have the ability to re-open SRs that were "Resolved" by sending a new message to the SR or composing a m… -
Trigger milestone once assigned to agentSummary: Hi all, Is there a way to start a milestone from counting down once the service request has been assigned to an agent. The predefined resolution milestone attri…
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Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
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Patch 25a: Since implementing this in a Test Environment, we have lost some functionality.Summary: It has been brought to my attention that when someone raises a Help Desk Request we have encountered an error. In our current live environment, we have no issue…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
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Category - Internal Help DeskHello team, In the classic Fusion Service (CX) view, when creating Service Requests (SRs), an icon was displayed under "Category" that allowed you to see the Category Na…
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Agent presence and availability tool functionalitySummary: Agent presence and availability tool functionality Content (please ensure you mask any confidential information): I recently enabled the presence tool for a cli…
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Can a SR created directly by phone call using the IVR/CTI integration ?Summary: Hi team, Is it possible to automatically create a SR by using the IVR & CTI integration with HelpDesk for the employee, without the interaction with agent. In t…
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Is there need of both Inbound and outbound data flows while doing CTI/IVR IntegrationSummary: Hi, Is there a need of both Inbound and outbound data flows(files) while doing CTI/IVR Integration with third party telephonic system (e.g. Cisco). e.g. Do we n…
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Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
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Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
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How can HD Agents create an SR for non employeesSummary: Client needs an option to create Help Desk SR's for non employees. Client will receive calls form community or parents of students, these would be all non emplo… -
Is there a way to create a Date field with a start and end date in Application Composer?Summary: Is there a way to create a Date field with a start and end date in Application Composer? Content (please ensure you mask any confidential information): I want t…
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Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i…
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how to transfer tickets in bulk if an agent is on leaveSummary: Hello Experts, We have a requirement to bulk transfer tickets when an agent is on leave. i know we can do one by one but our requirement is to do in bulk Does H…
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Default Response Channel - HRHDWe are trying to remove the None response channels when replying in HRHD. Currently, the agent can select None/Email/Web and update the service request. Is there any way…
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Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Unable to delete Attribute when creating Action Plan ActionSummary: Unable to delete Attribute when creating Action Plan Action Content (please ensure you mask any confidential information): When I create an Action in Manage Act…
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Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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Table for Manage Service Assignment RuleSummary: Do anyone know what is the table to store the condition for internal service request assignment rule? Content (please ensure you mask any confidential informati…
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…