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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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1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in… -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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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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Recurring Reminder Notifications Not Triggered for Tickets Remaining in 'X' Status on ISR ObjectSummary: The system is not sending email notifications at two-day intervals while the ticket remains in status 'X'. Created two custom fields: Captures the date and time…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
HR Help desk new HR Request form - Subcategory selection and Data ValidationIs there a way to make only sub-categories selectable on the Request Creation page? We would like top-level categories to act as grouping headers only and prevent users …
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AI agent not creating helpdesk requests with categories for employees from different Business UnitSummary: Hello All, We are implementing HR Helpdesk (26B), we enabled the AI agent for helpdesk and loaded the categories to RAG so that the AI Assistant can raise the t…
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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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Set Field length for Custom Field created via Application Composer in HR HelpdeskWe have created a custom field on the 'Create Helpdesk Request' page to capture Employee ID using Application Composer. It is a 'Number' field. We want to restrict the n… -
Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr…
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Restrict Affected Party/Subject person from viewing as a contactSummary: Is there a way to restrict a Subject Person/Affected party from viewing an SR as a contact? When a leader submits an SR on behalf of an associate, especially if… -
26C: Can we hide the button to Start the Employee Help Desk Self Service Assistant from Search?Summary: In 26C, there is a new feature: Start the Employee Help Desk Self Service Assistant from the search bar https://docs.oracle.com/en/cloud/saas/readiness/service/… -
Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
How can we restrict agents to view and manage only tickets assigned to their specific queueSummary: How can we restrict Oracle Fusion Help Desk agents to view and manage only tickets assigned to their specific queue, without accessing tickets from other queues…
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need steps for Conversions from Service Now to HR HelpdeskSummary: we want to migrate our tickets details from service now to HR Helpdesk Content (please ensure you mask any confidential information): Hi, we need steps for conv…
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Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
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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Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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HR Help Desk - Case Management : Primary contact on case management not workingSummary: We are working on enabling case management (redwood page along with HR Help Desk). We are not able to understand the below primary contact in case management : … -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au…
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custom case management fieldsSummary: Hi @Chris Warner , there is currently a limit to the number of date fields available to create in the Case object. We have a customer who is looking at requirin…
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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While making changes in VBS, it is getting deployed but are being removed after some timeSummary: I have added custom fields on a page and published it. Its showing there temporarily. When I close the page and open it again, changes are being removed from th…