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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Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som… -
Bulk upload option for HR Helpdesk categoriesSummary: Is there an option for bulk upload of HR Helpdesk Categories and Smart Text configurations? Content (please ensure you mask any confidential information): Versi…
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Guidance on custom contact creation in Case ManagementSummary: Hi, is there guidance/documentation on how to specifically create custom contacts in Case Management? Content (please ensure you mask any confidential informati…
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HR Help Desk Queue and Resources reportSummary: I am trying to create an OTBI analysis to show the queue name and assigned resources for the queue using "Help Desk - HR Help Queue Resources Real Time" subject…
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Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…
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Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the…
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Restrict Employees from selecting severity when creating new helpdesk requestHi All, We have a client requirement to hide the Severity field when an Employee is creating a new helpdesk request so that they are unable to select any value. Once the…
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Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…
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Case Management SearchI'm not very familiar with HR Help Desk or Case Management, so reaching out for some help. When using the Cases landing page, I am trying to search for cases that includ… -
Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Has the Native Satisfaction Survey been dropped from the roadmap?We've been postponing developing our own satisfaction survey solution as we were aware that it was in Oracle's roadmap. However, now we are not so sure so would like som… -
SRs not getting assigned to a queueWe have enabled Omni channel. Added resources to the queues. Still the SRs are not getting assigned to a queue. The service assignment rules are in place.
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How do I hide Closed SR's for agents?Summary: Currently when a Service Request changes status from Resolved to Closed it shows each day at the top of an agent's list. These can be filtered out, but is there… -
How to see full list of multi select values (Help Desk Redwood)Summary: I have a created a custom multi select field in HR Help Desk Redwood and the client have asked that all the values be displayed as they wouldn't know that other…
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How to update subcategory1 on closed Service requests in helpdesk?Hi All, I have requirement to update the subcategory1 on closed SR's. To achieve this i need to put subcat1 lookup code value in file to perform import activity.I tried …
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Live Chat icon not visible in Service Request Help deskHi Everyone, We are enabling new feature Live Chat - Help Desk Live Chat and followed all the steps as suggested in document. We are facing an issue where Chat Icon need…
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Adding signature to acknowledgement emailSummary: Hi team, my client is debating whether to utilise the OOTB acknowledgement emails that Oracle deliver or performing this through a workflow. The only advantage …
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My Client is using classic HRHD. Is it possible to move to redwood without migrating to NextGen HRHDHi Team, We are using Classic HRHD. To implement Redwood, can we just enable the "Redwood User Interface for Service" feature within Service Offering? or do we need to m…
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Is it possible to create ticket in Helpdesk start with certain range ticket number.Hi Team Is it possible to create ticket in Helpdesk start with certain range ticket number. like Ticket Number starts with 60000
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REST API for internal help desk (Actions and Plans)Summary: Hi All, Just want to know if there is any REST API so that we can update the status from Not started to Completed for below internal service request (Actions an…
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Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
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Customised multi select field is getting error messageSummary: I have created a customised multi select field called Request Category. It is being used in HR Help Desk Redwood. When i select more than one value I keep getti…
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Is it possible to add values under document category while uploading files?Hello Team, While creating a case, when a document is being added/loaded, under the type, instead of miscellaneous, can other file type names be added? How to do so and …
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Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields…
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Send notification if HRHD ticket status is waiting for x number of daysSummary: We have a requirement to send a notification to requester if HRHD ticket status is waiting on X number of days. Anyone can please help me with a steps along wit…
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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OLC | Help desk modify field listHello all, I need to update the list of available values in the Category and Classification fields. In which section can I modify this list? Is it possible to make this …
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Is there a way to extract audit log entries related to configuration changes in Oracle?Summary: We have an audit requirement request to extract of all audit log entries related to configuration changes within Oracle Fusion's Catalog modules. This includes …
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Is there a way to extract audit log entries related to workflow, rules, approval in Oracle?Summary: Our auditors would like to have an extract of all audit log entries documenting changes to workflow definitions, rules, approval hierarchies, and notifications …