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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How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
Generate Knowledge Article from source document using AISummary: Error while generating Knowledge Article from document Content (please ensure you mask any confidential information): We are trying to generate a Knowledge Arti… -
External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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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…
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How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
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Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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How to change case status when a user responds?I have a requirement to update the case status when the user responds back to the email conversations. This will help the case manager to understand that the user has re… -
Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th… -
Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Help Desk menu options not visible in new podSetting up the new Pod (B) and no seeing the menu options under helpdesk like it is in our Pod A Below is the screenshot of the help desk menu options visible in our POD…
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Securing Outbound Mails and Encrypted Email Sending in Next Gen HR Help DeskHello Oracle Community, I'm currently using the Next Gen HR Help Desk, and I'm concerned about the security of outbound emails. Can anyone provide guidance on how to sec…
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Show Employee Number in HRHD Detailed Agent PageSummary: I have a requirement to show the employee number in the HRHD page for the agent so they do not have to click on the name of the person in order to see the infor…
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Help Desk Bulk Load KB ContentSummary: We are in the final stages of implementation phase one of Oracle Fusion HCM. For our Help desk module we are wanting to create a library of Knowledge. To do so,… -
Link shared in live chat is not openingHi, I am having an issue when sharing a link on the live chat. AI suggest relevant articles to share which works fine and for the agent they can see the article they sha…
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Object workflow not triggering notification in bell iconSummary: I have configured a notification in email template and created object workflow, An Acknowledge email should be received to employee when helpdesk request is cre…
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I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
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Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Ability to track cases via accused, not complainantSummary: As of now, an employee can submit a case, but there is no delivered field to capture the name of the person they are accusing, (for example, in a case of harass… -
AI suggestion Helpdesk ChatSummary: Unable to use AI suggestions in help desk chat due to dynamic links configuration error Content (please ensure you mask any confidential information): Following…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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how to extract all queue members to send notification in oracle case management?Summary: how to extract all queue members to send notification in oracle case management? Content (please ensure you mask any confidential information): I need to trigge…
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…