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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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how to trigger automatic email notification for send email in actions for candidate in oracle fusionSummary Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets th… -
Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b… -
Navigation to Object relationships in HR HelpdeskWhere to configure Object relationships in HR Helpdesk, need the Navigation to Object relationships in HR Helpdesk.
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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HR Help Desk and Case Management attachment filesSummary: For HR Help Desk and Case Management where are the attachments/files stored that are uploaded? Is there a guide on how these files can be accessed later on if s…
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Set notifications/reminders for the Create Appointment and Create Task smart actions.Summary: In Case Management I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues date is getting closer I would …
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Remove field from Smart ActionSummary: For the Create Task Smart Action I want to remove the 'Type' drop down menu. How would I go about doing this? Content (please ensure you mask any confidential i…
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Relationship Type not showing affected personSummary: When creating a relationship with another case or request I want to be able to see the Primary contact or other contacts so I can see who the case is about. At …
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Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
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Maximum Attachment file sizeSummary: Maximum Attachment file size Content (please ensure you mask any confidential information): I am working with a client and want know what the maximum file size …
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can we grey out the service request summary after the SR has been loggedSummary: Currently our SR description area is updatable even after the SR has been logged. This gives an opportunity to employees to change the content at any point when… -
is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i…
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Is there a way to copy the entire SR content and create a DOR of the same.It is a client's requirement to copy the entire SR content and create a DOR of the same, so that it is tagged to the employee.
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Mass Update for Team Members for Internal Service RequestSummary: Is there a way that we can enable the mass update function for team member in internal service request? Content (please ensure you mask any confidential informa…
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Default Business Unit ErrorWhen creating service request categories for HR Helpdesk, I am receiving this error upon clicking Create. Does anyone know how to solve this?
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Notification is sent to employee only after SR ticket is assigned to AgentHello team, We are getting an issue where an User initiates a SR and doesnt get any notification is assigned, which is already configured. When an agent is assigned the …
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr…
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"… -
Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
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Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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Max timeout for REST APIs in Oracle fusionSummary: We are planning to use MuleSoft as our IPaaS solution. Need to find out if there is any Max Timeout setting limit in Oracle Fusion SaaS REST API. Please let me …
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May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d… -
Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case…