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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Why does Oracle support throw the 'Bad Request' error?Why does this error happen when navigating to Oracle support? I have to clear cache several times a day for it to away. This started in the last few months and it happen… -
Groovy script sending out incorrect notificationSummary: Content (please ensure you mask any confidential information): I removed the script which notifies the employee when they submit a request. For some reason it w…
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How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…
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Agents being "Assigned To" a Service Request in HR Help Desk is not being savedSummary: Hi Oracle Experts, When agents are assigned to work on a Service Request and selecting the 'Assigned To' is not getting saved. I checked the agent is having Res…
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I am not able to view the queues created in Manage queues for HR helpdesk task.Its giving the confirmation notification that the queues are created but I am not able to see them
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How to convert a service request to a caseWe need to escalate a Service Request to a case. How do we do it through Helpdesk or Case Management?
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HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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What happens when multiple object workflows conditions are met?We have multiple custom object workflows which trigger different actions when the conditions are met. I'm currently investigating an issue where one of the email notific… -
can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Inbound & Outbound with personal emailSummary: We have created an email channel (test@client.com) and the client have enabled the required setting for their outlook. We are sending an inbound email from pers…
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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 . The users are able to edit messages after this and whenever some…
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Difference between Inline and Miscellaneous attachments in HRHDSummary: I dont find difference between Inline and Miscellaneous attachments in HRHD, both looks same for me. Can you let me know what is the Difference between Inline a…
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Unable to show the action plan flow chart to EmployeeSummary: There is the request from business to show the action plan flow chart in Employee screen, currently it is accessible only in agent UI. We tried whether can be a…
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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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NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…
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Provision to have User guide for Employee UISummary: Is it possible to upload help document /user guide for employees in HRHD redwood page. If yes how can we do it. Content (please ensure you mask any confidential…
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Browse Popular Articles section should display Category tiles instead of FAQsSummary: Browse Popular Articles section should display Category tiles instead of FAQs, Please find attached document for more details to understand what is the expectat…
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Case Type value to display specific buttons/fieldsSummary: Content (please ensure you mask any confidential information): I want to create a condition that only produces specific buttons when a case type value is select…
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How to make all data/value visible in "Solution Description" field if read-only viewHi, Is anyone know how to make all value of "Solution Description" field visible in as this is only a single text field. Currently the data displayed is not complete. Up…
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Case action 'Compose Message' not visibleSummary: The action 'Compose Message' is not available in the list of actions from the Case action bar. The latest 'Using Case Management' user guide shows that this sho… -
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… -
can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
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Employee Search screen displaying pending worker recordsHi all, The 'Employee Search' quick action for HRHD is currently displaying both Employee and Pending Worker records. Is there a way we can restrict this to only display…
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Change the text "What you want to do today" in Employee UI.Summary: In HRHD redwood version, Business wanted to change the text "What you want to do today" in Employee UI. It is possible to change it. Please refer the attachment…
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Grant Subscription Management/ Entitlements Management access to Next Gen Help Desk AdministratorSummary: @Lisa Wilkes-Support-Oracle Next Gen Help Desk Administrator should be able to access Subscription Management to set/reset Agent's Holiday Calendar. What role/p…
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'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
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Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
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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…