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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help desk status serviSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev… -
Groovy script is not working for the Help Desk Triage Agents.Hi , I am configuring the Triage Agents and Resolution Agents in my system but the groovy script is not working . I have configured the below groovy script under Help De… -
How to hide duplicate actions in the HCM navigation list in HR HelpDeskSummary: My client wanted to be able to view the Person record from the HCM Navigator in HR Help Desk so they can check DOB, Address etc if Primary/ Affected contacts ca…
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Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
Can we control the resolution notes and other AI related generated notes such as summarized notesSummary: Can we control the resolution notes and other AI related generated notes in HR helpdesk module? Content (please ensure you mask any confidential information): H…
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2 team leaders in the same resource organization should see the same in data in the infoletsSummary: I have a client who has 2 team leaders that manage their HR Support Desk, they oversee all of the resources so should therefore be able to view the same data in…
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Unable to use new case on dynamic containerSummary: My client wants to simplify the Case Management page and wants to remove certain sections. I have navigated to App UIs > Customer Experience > Service > ec > Ca…
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HR Help Desk Case Management–Cases visible in OTBI but not under Case tile / Unable to create queuesSummary: We are implementing HR Case Management in Oracle HCM HR Help Desk (Redwood / mixed UI environment) and are running into a visibility and configuration issue. Cu…
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Is it possible to default any one email channel in Help Desk for composing the email.We have multiple email channels configures under 'support' purposes, but while composing the email from help desk page we wanted to set "Ask-HR" email channel as default…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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Groovy Script to Send an Email Notification to Agents linked to a Queue for HR Help Desk RequestSummary: Hi Experts, I have a requirement where I need to send an email notification (email only, no bell please) to all Agents linked to a queue when the Status of a re… -
Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Enabling Runtime Messages for HR Help Desk in Application ComposerSummary: Hi Experts. I am trying to view runtime messages with the groovy script below. When the script runs, I receive the expected notifications, so I know the trigger…
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Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
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Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this …
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How can I view archived Service Requests where I was not the primary contact?Summary: Since the new Oracle Support Portal was rolled out, there is very limited visibility to old, closed SRs. I can only view MY old SRs under the Archived Service R… -
Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
Oracle Fusion Case Management-Restricting Case Visibility to select users based on Case TypeSummary: Hello Team, We are trying to create a new role in case management where cases of a particular case type will be visible to a specific set of users who have that…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset ID isn't valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Cannot find staff under "Identify Resources"Summary: I have an issue with the existing staff in the training environment: I cannot find any to Identify as Resources in the system. I guess that it is because the HR…
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Security Setup to Restrict SQL Queries of All Fusion TablesSummary: We have a custom SQL Query role but it allows users to query all tables across each functional area. However, auditing requirements force us to restrict SQL que…
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Email from profile option set up to custom email address it is populating external flag with emailSummary: I changed the profile option SVC_OUTBOUND_EMAIL_FROM from noreply@oracle.com to other email, now when the acknowledgement emails are coming after raising an SR …
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How does the search in MyHelp work?Summary: As I understand it, when a user using the Search functionality in the MyHelp area it performs a key word search on existing SRs and knowledge articles (and Jour…