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 close HR Helpdesk Service Requests in bulkSummary: How to close HR Helpdesk Service Requests in bulk Content (please ensure you mask any confidential information): Hi All, Greetings! We have the requirement to d… -
Is it possible to hide the edit (pencil) button for employees?Summary: When employees use the edit/pencil button the information is locked down/read only, so it it possible to hide this altogether via VBS? screenshot below Content … -
Can we add conditional logic within SmartText?Hi all, Is it possible to add conditional logic within SmartText? We'd like to display different logos depending on the queue of the request. For example: If Queue = X t…
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Auto populate severity to high when Critical field is turned onSummary: We want Severity field to auto update to high when Critical flag is turned on. I tried the below server script( Application Composer —> HR Helpdesk —>Server Scr…
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Escalate Action Not Available in Redwood HR Help Desk After Migration from Classic Help DeskSummary: Hi Team, Escalate feature is not able to see when we edit the helpdesk request after redwood migation from Classic. After migration, users are able to: Access R…
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how to bulk upload service requestSummary: What is the best way to import sr in bulk in hr helpdesk , I checked there is no hdl available,please advise Content (please ensure you mask any confidential in… -
Access Groups not workingSummary: Added two access groups Group 1: Group Members: Employee A Object Rule: Allows full access Condition: Cases with Case Type = 'XXXXX' Group 2 Group Members: Empl…
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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Oracle Fusion HR Help Desk – Internal Note Attachment Visibility Issue Based on User Roles.In Oracle Fusion HR Help Desk, when an agent adds an attachment to an internal note, the attachment is not visible to the employee who originally raised the ticket if th…
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On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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anonymize the name of help desk agents within SR messageshi, How you can anonymize the name of help desk agents within SR messages. Thanks Gianfranco
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Issue with Redwood Action Plan Actions configuration page in 26DSummary: In 26D the Action Plan configuration pages have moved to Redwood and I've noticed an issue with the configuration of Actions. Prior to this update, when creatin…
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Groovy Script for Notification Trigger is not workingSummary: Groovy Script for Notification Trigger is not working Content (please ensure you mask any confidential information): Hi All, Greetings! We are currently working…
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Can the Employee Satisfaction Survey be migrated between environments using Configuration Packages?We are currently working on implementing the Employee Satisfaction Survey, but our deployment process for changes can be fairly rigid with segregation of duties, QA and … -
Not able to add Attribute Mapping in Action Plan Action for Type Article for HelpdeskSummary: Not able to add Attribute Mapping in Action Plan Action for Type Article for Help Desk Content (please ensure you mask any confidential information): When click…
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Last Updated Date in Case to include Note Posted DateSummary: The Last Updated Date in Case does not update when a case manager posts a new note to the case. How do we ensure that it's updated to reflect the latest activit… -
Assigned To field is empty in HR HelpdeskSummary: 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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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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Action due date override doesn't override the next step due datesSummary: We have enabled the override for Due dates in Action plan steps using profile option "ORA_SVC_AP_ENABLE_ACTIVITY_DATES". Override is working for first action in…
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Cannot search articles in Help DeskSummary: Can't search keywords and show existing knowledge articles Content (please ensure you mask any confidential information): We have several articles, one of which…
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Is there a way to enable Company/Business Unit on affected party field on Help Desk?Hello, We have some users that have multiple assignments active at the same time and it's difficult for the HR Help Desk user to identify the correct person while creati… -
How can I get the locked/unlocked status of a user by REST API?Summary: How can I get the locked/unlocked status of a user by REST API? Content (required): How can I get a user's locked/unlocked status by using the REST API? We need…
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Is there a way to change the Outcome values in Live Chat - HelpdeskSummary: Hi, We want to change the Outcome values in Live Chat to match with our helpdesk outcomes. Do we have any option to change the outcome values. Thanks for your a…
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Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Case page is not loadingCase Page is not loading. -
Regarding helpdesk survey configurationSummary: Hi Team, can you please let me know where we can found the helpdesk request survey configuration. Once agentvresilved the request and employee received the noti…
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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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Hide Knowledge Base authorSummary: Hi all, How to hide knowledge base author's name in HRHD? For instance, as shown below in the attachment, we need to hide "Team HR": Kindly, could you share all…