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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HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between … -
Request for Detailed Guidance and Supporting Files for Oracle Help Desk to Microsoft TeamsSummary: Hello Team, I am looking for additional guidance on configuring the Oracle Help Desk to Microsoft Teams integration. I have already reviewed the Oracle document…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described inhttps://docs.oracle.com/en/cloud/saas/sales/faiem/imp… -
Can't add resources to Help Desk QueueSummary: When trying to add an employee to a help desk queue, they do not appear within the search results. Trying to understand if there is some type of restriction or …
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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Add Maintenance Work Order being "Save Failed"Summary: I have Internal Service Request that will be proceeded into Work Order creation. However, the system shows Error "Save Failed" when I tried to save the work ord…
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Supervisor dashboard needs to have separate license for Oracle Engagement Service ??Summary: Supervisor dashboard needs to have separate license for Oracle Engagement Service ?? Content (please ensure you mask any confidential information): Version (inc…
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Manager Role can not view ISR assigned to the AgentsSummary: Manager user can not view the Service Request that ha been assigned to the Agents. Instead, agent user can view all ISR that is assigned to the other agents wit…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
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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Help Desk Request Couldn't load dataSummary: We are not able to see any Help desk request it says Couldn't load data Content (please ensure you mask any confidential information): Version (include the vers…
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …
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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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The Assigned Internal Service Request is not trigger the notificationSummary: Hi all, Our agent have assigned the Internal Service Request, but the notification does not appear in either User or Agent Account. Below is the configuration I…
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Groovy Script for Updating Primary Contact in Case ManagementSummary: We have a requirement if we update Primary Contact of a Case, Corresponding fields i.e Assignment Status, Country, Business Unit, Legal Entity of that updated P…
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I am getting "(objectObject Name) details couldn't be loaded.Summary: I have create on sandbox and i have add one custom object and there child. and after that I have generate CX extension and import that file into VBS and check p…
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Redwood Case Management - Security based on QueueSummary: Our customer has Redwood Next Gen HRHD - 23A. They have a licience for HR Helpdesk but not for Service. I want to use queue assignment based on category for the…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Can we hide Due Date from request pageHi Experts Is it possible to hide Due Date from below page? Navigation 1: Help Desk> Help Desk Request Navigation 2: Help Desk> My Help -
Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
Redwood HR Help Desk – Auto Assign Action Plans Based on Request CategoryHi Experts, Would like to know if it is possible to automatically assign an Action Plan when an employee creates an HR Help Desk request and selects a specific category.…
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Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Job title is blank when adding the Contacts to the Help Desk SRsSummary: When new contacts are added the Job title field seems to blank. Which field is this referring to and how can we fix this so the title shows? Content (please ens…
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Reopen Help Desk Request smart action isn't availableSummary: I'm looking at enabling the "Reopen Help Desk Request" smart action, but I'm not seeing it as one that is available to enable. Has anyone encountered this or am… -
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…
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IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu…