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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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How can we restrict the employees to view SRs where they are a contact (My Help page)Summary: Currently employees have an option to view SRs based on these filters. Can we hide this option to view SRs where they are a contact? Content (please ensure you … -
Location based access for Help Desk agentsSummary: Location based access for Help Desk agents Content (please ensure you mask any confidential information): We have location HRs in our Queues and we want that lo…
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Hiding the "+" button in the message and rename it to replySummary: There is a “+” button available, but its purpose is not obvious to users. Is there a way to rename this “+” button to “Reply” so that its functionality is clear…
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Hiding the "reply" button and rename it to reply.There are currently separate Reply buttons available for different messages, which is causing confusion for customers. Is there a way to hide these individual Reply butt…
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Issue with helpdesk creating duplicate tickets using Email Communication ChannelSummary: We have below issue happening in our production environment when help desk tickets are created through email channel. Duplicate tickets are created when employe…
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Remote Region Error #2 When Exporting Jobs to Spreadsheet from Manage Jobs TaskHello Everyone - We are encountering an error when attempting to export jobs to a spreadsheet from the Manage Jobs task page. Navigation: Setup and Maintenance > Manage …
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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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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…
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HDL to assign resources to queuesSummary: As we know the new 26B feature doesnt work assigning resource teams to queues directly. as a alternate approach we are looking for feasibility if we can do a HD…
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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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custom field not showing in landing page of activitesSummary: custom field not showing in landing page of activites Content (please ensure you mask any confidential information): Trying to show a custom field in landing pa…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…
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Is there a way to hide case when clicking on the primary contact?How can I hide the case tab from HR Help desk?
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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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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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…
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Action start date populated incorrectlySummary: We have created action plan templates with actions associated to them we require the start date to be mapped to a custom field however when we add the action pl…
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Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cl… -
Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help…
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What are the approaches for Microsoft teams integration with Oracle fusion procurement contractsSummary: How do integrate microsoft teams with Oracle fusion procurement contracts, are there any demos or any solutions available ? Content (please ensure you mask any …
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Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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Internal help desk for maintenanceDears, the Internal request icon here is not showed to the users who has "Next Gen Human Resources Help Desk User" eventhough the offering for the internal ssrvice reque…
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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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Table name to fetch the Case Relationship detailsSummary: Hi Team, Could anyone please share the table name which stores the Case relationship details? Content (please ensure you mask any confidential information): Ple…
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guardrail not working fine for multiple agent rather than how it works in single agentSummary: 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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Cannot complete action in internal service requestSummary: When we try to complete this action, we get the error. But it do not mention what is the problem. We can complete in Non PROD environment. We only hit this prob…
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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…