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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Action dropdown & Compose ButtonSummary: Helpdesk Agent is not able to view related options in Action dropdown when he opens the Helpdesk Service Request. Also, he is not able to Compose any message as… -
How an Service Request is closed manually in HR Help DeskSummary: Hello everyone, How can a user in HR Help Desk can manually close a Service Request in HR Help Desk, I see an option for Auto Close via scheduled process. But a… -
How to enable infolets in HR Help DeskHello everyone, I am looking for a ready made document for enabling infolets in HR Help Desk. I couldnt find any with respect to HR Help Desk. Looking for pointers on th…
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HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa… -
How can I change my language preference in my Cloud Customer Connect Account?Summary: How can I change my language preference in my Cloud Customer Connect Account? Content (please ensure you mask any confidential information): How can I change my… -
action planSummary: 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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Logic used in Long wait on Agent reportSummary: The description given for "Long wait on Agent" is as below, but I wanted to know the exact logic. Like the report will pull report if the agent havent logged in…
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Issue with Scheduling Option for Service Request Queue AssignmentHi, We have a specific user who sets up processes, but for this particular process, they are unable to select the schedule option (plan). Even when it is selected, they …
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'Escalate to Case' smart action is not workingSummary: Content (please ensure you mask any confidential information): I have enabled the 'Escalate to Case' smart action in Application Composer, When i test the smart…
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In Visual Builder I want to set up the Case Type Look Up field to display specific buttonsSummary: Content (please ensure you mask any confidential information): In Visual Builder I want to set up the Case Type Look Up field so that when each value is selecte…
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I need to migrate my certificates from my old company to the new company how can i do this?Summary: I need to migrate my certificates from my old company to the new company how can i do this? Content (please ensure you mask any confidential information): Versi…
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How to enable escalation for HR Help Desk requestsSummary: How to enable escalation for HR Help Desk requests Hi All, We need to track the Service request escalation status. We have three level of escalation matrix, how…
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One ticket is created when a mail box is in the To and CC fieldSummary: What is the expected behaviour when more than one shared mailbox (that is autoforwarded to Help Desk) is included in the email? And why has it only picked up th…
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Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir…
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Where can I find the list of allowed attachments for Legacy HR Help Desk (Service Offering)?I need to find out what attachments we are allowed to upload to Legacy HR Help Desk Service Requests (Service Offering/B2B Service version of Help Desk, not Redwood/Next… -
How to show field "Queue" in Create Internal Helpdesk requestSummary: show field "Queue" in Create Internal Helpdesk request Content (please ensure you mask any confidential information): We need to show the filed "Queue" in Creat…
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Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: There is a request from our business to change the label of the seeded HRHD dashboard from "HR Help Desk Inflolets" to "HC Help Desk Inflolets" (please refer th…
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Add custom report under seeded HRHD dashboardSummary: There is a request from business to add our custom reports under delivered HRHD dashboard (infolets), If is possible to do it Content (please ensure you mask an…
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Copy value of Primary Contact into a custom fieldSummary: On the Case Management landing page, the Primary Contact and Primary Contact: Name columns are not showing any values, even though a Primary Contact has been as… -
Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: Business wanted to Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets". Please guide us how to change the title. Pleas…
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unable to select category in case management in helpdeskSummary: while creating case in helpdesk request category values are not populated ,can any one provide solution for the issue Content (please ensure you mask any confid… -
How to modify delivered dashboard under service folder ?Hi All, Please let me know how to modify delivered dashboard under service folder for Hr HelpDesk ? Also which path should we consider while customizing any delivered da…
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How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…
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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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Unable to search articles uploaded in Knowledge Classic using Help Desk in ODASeeing below Fail message despite of articles uploaded in Knowledge Authoring Classic There is no available data to search. Contact your Help Desk
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Change the severity to high when Critical field is turned onSummary: There is a requirement from business to change the severity to high when "Critical" field is turned on. Please confirm whether this change is feasible, If yes h…
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How to remove Close and Copy Help Desk RequestSummary: We would like to remove the 'Close Help Desk Request' and 'Copy Help Desk Request' actions from the Next Gen Human Resource Help Desk User- is this possible? I … -
As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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how to hide Add infolet option for agentsSummary: How can we hide the infolet option for agents, Manager and Admin in HRHD. Please find attached the screenshot Content (please ensure you mask any confidential i…
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Fields are editable even when SR is closedSummary: All the fields are editable even after https://us.v-cdn.net/6034893/uploads/BTHOFL2ZHNOU/fields-editable-sr-closed.docx SR is closed, in previous version all th…