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
-
User wants to change timezone from UTC to PST Time zoneSummary: Hi Team Business user getting invoice approval triggers based on UTC Interval. But he wants triggers based on PST Time zone Interval? Changing the time zone fro… -
Knowledge Search Service role in Internal Help Desk (Service CX)Hello everyone, I'm running a test in the Internal Help Desk (Service CX) module and need to validate the behavior of the Knowledge Search Service role when assigned to …
-
Why is my instance still showing English when I log in with Spanish or Brazilian Portuguese users?Hi everyone, I have installed two languages—Spanish and Brazilian Portuguese—in my instance. When I log in with the English user, it shows the English language correctly… -
Inbound email from an unknown senderIn HR Helpdesk, if we set the profile option for unregistered email address to NO, can we setup an acknowledgement email saying that the HR Helpdesk request was not crea…
-
Help desk | Is it possible to trigger a notification when a user is assigned to a requestSummary: Hello all, Is it possible to trigger a notification when a user is assigned to a request by populating the "Assign to" field? Please refer to the image below, w…
-
Sharing Knowledge Article Email Link not WorkingSummary: Trying to share a suggested Knowledge Article to the Primary Contact of a Help Desk ticket but the link to the article is not working. Content (please ensure yo…
-
HELP DESK [Milestones]Dears we wanted to inquire about the milestones configuration for the HELP DESK, for your information, in the past it used to work well on the system, but now some stuff…
-
Help desk | change sender emailHello all, Would it be possible to modify the sender information in Oracle emails? In particular, we are looking to change not only the "From:" display name, but also th…
-
I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…
-
HELP DESK | modify sender emailSummary: Hello everyone, I would like to know if it's possible to modify the sender address configured in the email template used for service request completion notifica…
-
Case Worker Cannot see ConversationSummary: We are using access groups with custom roles for case managers and workers. Case team members can create conversations and view them on the case but cannot acce…
-
Can we save the columns we add to the Next Gen HR Help Desk Agent View?Can we save the columns we add to the Next Gen HR Help Desk Agent View? We have the ability to add/remove columns in the Next Gen HRHD Agent view (landing page of Help D… -
Groovy script to call Value set in HRHD Server scriptSummary: Hi All, We have a requirement to show a field in Agent UI, value we maintain in custom lookup and to get that value we call table value set. Is there any way to…
-
Next Gen Help Desk AI AgentsSummary: Will Next Gen Help Desk and Fusion Service share AI Agents or will their AI Agents be treated separately? What AI Agents are available or will be available in t…
-
Separate inbox for a particular categorySummary: We have a requirement to create a separate email inbox for a particular category. Can this be achieved through automatic routing rules? For example: All SRs rel…
-
Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
-
Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
-
Context Sensitive Fields in HRHDWe need to enable context sensitive fields as per the category in HR Helpdesk. For example, if the category is Performance, we need three fields to show up whereas if th…
-
Restrict Helpdesk Agents from Being Assigned to Their Own RequestA client requirement states that the system should allow Helpdesk Agents to raise service requests and set themselves as the Primary Contact, but prevent them from actin… -
Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…
-
Is it possible to delete an Action Plan Template after being added to Help Desk Ticket?Summary: Deletion of Action Plan Template from a Help Desk Ticket Content (please ensure you mask any confidential information): Unable to find a way to delete an Action… -
Request for Guidance on Deleting HRHD Cases Post Environment Clone.Following the P2T activity, we need to delete all cases from the lower instance. Please advise on the appropriate process or tool to delete all cases at once.
-
HR Help Desk Requests are not automatically routedSummary: Currently after configuring and implementing the HR Help Desk Module almost to completion (emails config pending), I decided to conduct a few test requests/tick…
-
Tags FunctionalitySummary: Display for Help Disk Tags and Reporting Content (please ensure you mask any confidential information): Hello, Has anyone find a way to help manage the display …
-
Where and to whom is Knowledge article approval comment visible?Summary: We've set up an approval workflow for Knowledge Article creation. Once a Knowledge Author / Helpdesk Agent creates a knowledge article, it is sent for approval … -
Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som…
-
Bulk upload option for HR Helpdesk categoriesSummary: Is there an option for bulk upload of HR Helpdesk Categories and Smart Text configurations? Content (please ensure you mask any confidential information): Versi…
-
Guidance on custom contact creation in Case ManagementSummary: Hi, is there guidance/documentation on how to specifically create custom contacts in Case Management? Content (please ensure you mask any confidential informati…
-
HR Help Desk Queue and Resources reportSummary: I am trying to create an OTBI analysis to show the queue name and assigned resources for the queue using "Help Desk - HR Help Queue Resources Real Time" subject…
-
Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…