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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Add and remove participants from collective groupsSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
Address participants in the group individually or collectivelySummary: 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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Is that possible to Manage a grievance that belongs to a collective groupSummary: 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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Create further individual cases from a collective caseSummary: 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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Does Fusion AV scan incoming emails into HR Help Desk communication channels?Summary: HR Help Desk supports email based communication channels. Does Fusion anti-virus scan incoming emails before handing the email over to the HR Help Desk module f…
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REST API for Fetching Assignment and Routing Rules defined in Help desk in Setup and MaintenanceSummary: Hello, I have requirement regarding Product Groups and Queues. For that I defined some rules and conditions in Setup and Maintenance. Now I wanted to fetch them…
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REST API for Fetching Assignment and Routing Rules defined in Help desk in Setup and MaintenanceSummary: Hello, I have requirement regarding Product Groups and Queues. For that I defined some rules and conditions in Setup and Maintenance. Now I wanted to fetch them…
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Employee Name Change don't Update in HelpdeskSummary: An employee has changed their name, but their old name still displays in HR Helpdesk. We're using the Redwood version of HRHD. We ran 'Apply Name Formats to Per… -
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… -
WHEN ACCESSING AS AGENT THIS ERROR APPEARS: The offering isn't enabledSummary: We are implementing Help Desk to create IRS for Maintenance. If I access as user I am able to create the IRS. bit if I access as Agent hte menciones error happe…
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Configuring custom milestones. Why is action button greyed out?Summary: I am adding an additional entitlement type. I should be able to make a custom HR Service Request Subscription Entitlements but the action button is greyed out. …
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Visual Builder duplicates not deletingSummary: I am unable to delete duplicates i have created in visual builder for the hr help desk form. I'm not sure if its causing the form to appear blank in the test en…
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Actions and plans due date is not reflecting correctly after being updated the due dateSummary: When the case Manager updates the due date in the actions and plans task, but updated due date is still not reflecting. Attaching screenshot. Content (please en…
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can we restrict employment details of person for specific business unit and department with AOR?Summary: 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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How to create an approval while raising HR Help Desk Request?Content: As per the standard functionality, when an HR Help Desk request is submitted, the system creates a new request in the application. Our requirement is to configu…
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Move Classic HR Help Desk to NextgenSummary: My client is using Classic UI of HRHD need to move HRHD to NextGen what is the process and is there any document to follow the same or is there any video to ref…
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Non-worker Unable to Open Service Requests and View Articles in Help Desk ModuleWe are encountering an issue where a Non-worker in Oracle HCM is unable to open service requests in the Help Desk module and cannot view articles. This issue persists de…
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Is it possible to add a value to the Action 'Status' list of valuesSummary: Is it possible to add a value to the Action 'Status' list of values, what is the name of this lookup? If you add a "Task" action to a SR or Case, and click on E… -
Can't delete categoriesSummary: Hi, For some reason whenever I try to delete these categories seen in the image below, I get an error stating that I can't delete it due to it supposedly being …
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Help desk Sr's are not loading, Indexing errors in Help desk when Elastic Searchfull publish is doneHelp desk Sr's are not loading in Landing page, Indexing errors in Help desk when Elastic Search full publish job is done, any pointers any one? Error:Subrequest 8593047…
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Hide the name from Knowledge articlesSummary: Hi experts, I am aware that in further release this functionality will be finally implemented and all Knowledge Article's names will be removed. This is where t… -
How to add Holidays in HR HelpdeskSummary: I am attempting to add Holidays that will not be counted towards the SLAs in HR Helpdesk. Content (please ensure you mask any confidential information): Does ad…
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Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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Can an Internal Help Desk update the Installed Base assetSummary: We are using Internal Help Desk. We are not able to update/change the Installed Base Asset from the Manage Help Desk Requests page. Is this standard functionali… -
NextGen: Need a sample Groovy when SR closed by Agent/RequesterSummary: Hi Experts, When SR closed by Requester/Agent I want to send BELL Notification & Email as well, could anyone having sample groovy please share it with me. @Reet… -
How to manage users locked in API interface?Summary: How to manage users locked in API interface? Content (please ensure you mask any confidential information): Hello, when the user provides incorrect password 5 t…
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How to Add Description for Severity Levels in HR Help DeskHi Everyone, I have added descriptions for severity levels under Service Request Severities in the HR Help Desk module of Oracle HCM Cloud. However, these descriptions a…
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Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia…
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NextGen HelpDesk: Need help to include TO & CC recipients using a Groovy scriptSummary: Hello Experts, I need help with a Helpdesk Groovy script. I want to send an email that includes both CC and BCC. Currently, I am able to send an email TO the re…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable…