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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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi… -
Unable to Enable AI Suggestions for Categories (Help Desk feature)Hello Team, We are unable to Enable AI Suggestions for Categories (Help Desk feature). As per 23 B release readiness doc, when we are trying to access Create Oracle Busi…
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Issue with Language Setting Automatically Switching to English in Release 25AHello, I have noticed an issue after updating to the new release 25A of Oracle Help Desk. When I set the login language to Italian, everything seems to work correctly. H…
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Object Workflow to Update Tickets Processed from EmailSummary: Object Workflow rule to update tickets processed from email based on detailed description/email body text. Content (please ensure you mask any confidential info…
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Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
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Is there a search somewhere in Fusion where i can check all activity pertaining to an individual.Summary: Is there a search somewhere in Fusion that’s possible where you can check any correspondence or like a list of activity about an individual (so for example, any…
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I want to change/update custom fields based on the changes made to another custom fieldSummary: I want to change./update custom fields based on the changes made to another custom field Content (please ensure you mask any confidential information): I want t…
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REST API to get configuration details of 'Manage Integration of Additional Applications'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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Change Live Agent iconSummary: Does anyone know how to change the Live Agent icon in the lower right corner? We changed the icon for ODA via HCM Design Studio, but don't see where we can chan… -
Add Contact action in case management is not loading any namesSummary: The Add Contact action in case management is not loading any names. When I select the Add Contact it looks like its about to load names but then nothing is list…
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Customise fields on Case ManagementSummary: Customise fields on Case Management so field Department field loads the correct source of information Content (please ensure you mask any confidential informati…
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An error occurs when adding a product under Manage product GroupSummary: Manage Product Group : An error occurs when adding a product Navigation : Setupand Maintenance >Helpdesk> Service Catalog >Manage Product Groups'Task > Products…
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Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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Unable to see all open help desk requestsSummary: hi Team, I have two users having the same roles One of the user is able to see all the open help desk requests The Other user is not able to see the same list, … -
"Severity" and "Status" fields as read-only in Internal Help Desk CX (Visual Builder)In Visual Builder, I need to make the "Severity" and "Status" fields read-only on the employee editing screens for Internal Help Desk (Service CX). However, these fields…
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Primary Point of Contact: Address Country field shows incorrect data on helpdesk requests pageThe field is pulling the country of 'primary point of contact' from the first assignment record. For example, if Person X started in Egypt and is now in the UAE, the cou…
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How to enable Print functionality in Case ManagementSummary: How to enable print functionality in Help Desk request and Case management cases. Printing should have all the data, history of the HR requests and Case. Conten…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …
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SmartText not appearingSummary: We have configured two test smarttext entries for HR Help Desk and set the interval to "Always" for availability. We are not seeing any smarttext when we type "…
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Create Case error occurring on submissionSummary: Create Case error occurring on submission Content (please ensure you mask any confidential information): I am trying to create a case but when I select submit I…
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Is it expected behavior that we cannot update a case after it has been closed?User want to be able to reopen a case but there is an error that says we cannot update a closed case. can we edit the configuration in case this is not expected.
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Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Deletion of closed helpdesk ticketWe have a Help Desk ticket that is in CLOSED status in the system that we are unable to delete. This ticket contains PII data that was sent over in error and was resolve…
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Send notification to Assignee Resource as a reminderSummary: Send notification to Assignee Resource as a reminder Content (please ensure you mask any confidential information): I have created some custom date fields on th…
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Escalate to Case smart action getting stuck on pageSummary: When I use the Escalate to Case smart action I am able to see the case successfully but it keeps getting stuck on this page. I always have to completely close a…
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
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Helpdesk Tags field not visible in create service request pageSummary: When an agent navigates to HelpDesk—>Helpdesk Requests—>Create Request to create an SR in this screen unable to see tags field where an agent can assign some ta…
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Oracle Fusion HR Help Desk-Category creation on the basis of legal entitiesHello Team, Categories in HR Help Desk are created on the basis of business units. Is it possible to add legal entities as a field there as well? Will it be possible to …