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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Can messages and conversation history be included in Audit History in Oracle HR Help Desk and CasesSummary: We need to determine whether messages and conversation history associated with an HR Help Desk and cases can be captured and displayed within the HR Helpdesk Au… -
Restrict Affected Party/Subject person from viewing as a contactSummary: Is there a way to restrict a Subject Person/Affected party from viewing an SR as a contact? When a leader submits an SR on behalf of an associate, especially if… -
Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a… -
Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…
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HR Help desk new HR Request form - Subcategory selection and Data ValidationIs there a way to make only sub-categories selectable on the Request Creation page? We would like top-level categories to act as grouping headers only and prevent users …
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Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
Agent repeatedly asks the same questions instead of progressing with the requestSummary: The Help Desk Request Creator Agent repeatedly asks for the same information even after the user has already provided clear answers. Content (please ensure you …
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Affected Party Spotlight Template: Email missing in HRHD Detail Emp FlowSummary: I'm configuring the Affected Party Spotlight Template. I follow the instructions here in the tips and consideration to display the email: For the HRHD Detail Ag… -
Can we enable two-way email in Help Desk only for existing requests but not new request creation?Summary: Our requirement is that we want to allow two-way communication via email for Agents and Primary Contacts on existing Open Help Desk Requests. However, we want t… -
Relationship Between SR Availability and Live Chat AvailabilitySummary: Im trying to better understand how agent availability works in Oracle HR Help Desk. Our expectation is that agents assigned to Service Requests (SRs) should be …
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Controlling SmartText Visibility in Help Desk RedwoodSummary: Hi Team, We are currently using the SmartText feature available in Help Desk Redwood and would like to understand whether its visibility can be controlled or re…
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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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26C Help Desk Satisfaction Survey: Sliding ScaleI have configured the Help Desk survey (Send employee satisfaction surveys after a Help Desk request is resolved) using the Survey Authoring Agent Team. One of the quest…
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26C Help Desk Satisfaction Survey: Required FieldsIs making certain questions required supported in the Help Desk survey? (Send employee satisfaction surveys after a Help Desk request is resolved) I have configured this…
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The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (…
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Hide Household in Case ManagementSummary: Hi All, We want to hide the household section in Case management. We tried removing the privileges for households area by referring the document - How do I enab…
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My Help "Knowledge" Search Results - Knowledge Article Excerpt Display Logic and OptionsWe are noticing that when users search in My Help for knowledge, the articles and attachments that appear have a preview/excerpt from the articles and files. Firstly, we… -
Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Hide Relationship Type values in Case ManagementSummary: Hi All, We want to hide values in Relationship Type field. We have checked the task "Manage Relationship" however, we haven't found exact values which are shown…
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Does Oracle Cloud Case Management have the ability to integrate with OutlookWe are looking for the ability to create or schedule appointments from a Case Management case and have the meeting automatically reflected in Outlook, including sending …
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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How can I set up some form of approval routing or other workflow for Help Desk Service RequestsSummary: We are in the process of implementing Oracle Fusion ERP, SCM, and HCM. Our organization's Maintenance department accepts service requests from Non-Maintenance e…
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Employee able to reopen HR help desk requests despite profile option setWe have set the profile option to include only Copy and Resolve actions. Reopen action is not set, as seen below. However, the employee is still able to reopen the reque…
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I am not able to view manage categories for hr helpdesk and manage queues in Help desk requestSummary: 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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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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custom case management fieldsSummary: Hi @Chris Warner , there is currently a limit to the number of date fields available to create in the Case object. We have a customer who is looking at requirin…
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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Error while adding the individual action plan to a case and escalating HRHD to a caseSummary: Receiving error message JBO-FND:::FND_CMN_INVALID_ATTRB_API_SERV: (SVC-5295310) in two case management scenarios. Adding an individual action to a case. The sam…
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Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o…
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Can we trigger notification for response/updates on Conversations?Summary: We want to send notifications whenever there is an update on the 'Conversation' part. Is it possible? Content (please ensure you mask any confidential informati…