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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HCM Release Readiness Updates Published 6/2/2023Summary: Hello Everyone! I wanted to let you all know that the 23C New Feature Summary and What’s New are now published to the Readiness site. You can access them from: … -
How Popular Knowledge Articles are sorted under my help?Greetings, I would like to inquire if anyone within the esteemed Oracle community possesses knowledge pertaining to the method by which Popular Knowledge Articles are ar… -
Can we create groups of knowledge articles to be displayed in the My Help page in those groups?Summary: Need to sort the knowledge articles in groups like FAQs, Policies, Forms, etc. and show them as folders in the My Help knowledge article area. Content (required… -
Internal NotesDear colleagues, I am inquiring about the possibility of activating internal notes or conversations for HR-Helpdesk Requests. I have attempted to establish a collaborati…
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How can I restrict uploading certain types of files in HR Helpdesk requests?Dear Oracle Community, I hope this message finds you well. I have a question regarding a feature for our HR Helpdesk Requests system. We want to restrict the types of fi…
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
Mass Load Help Desk Tickets from another vendorSummary: We are using an existing help desk solution today and we want to load the active and historical tickets into HR Help Desk. Is is possible to load these tickets … -
Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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Is HR help desk part of HCM or Customer Experince-Services?Most of the documentation I’ve reviewed suggests that HR Help Desk is part of the HCM module. However, when I try to make changes to some of the Redwood pages or review …
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HR Help Desk Support for External Email Recipients and Former EmployeesSummary: Oracle HR Help Desk's capability to support email communication with external recipients and former employees e.g. when a Business Partner forwards an email ori…
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Ensure multiple agents cannot work on the HR Help desk case at a timeSummary: Evaluate and define a future-state solution within Oracle HR Help Desk (HRHD) to provide real-time ticket ownership visibility and prevent multiple agents from …
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How can I sync the status of my requests in "My Help"?Hi everyone! In the action "My Help" we have a problem with the status of requests. As you can see from the first image, in the section "View My Requests" we see the sta…
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Generate Knowledge Article from source document using AISummary: Error while generating Knowledge Article from document Content (please ensure you mask any confidential information): We are trying to generate a Knowledge Arti…
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Custom Smart Action does not work in HelpdeskWe have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation…
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AI feature Suggest Knowledge to Employees When Creating Help Desk Requests to not show suggestionsSummary: We are looking to enable the generative AI feature for HR Help Desk called "Suggest Knowledge to Employees When Creating Help Desk Requests". I've tested this a… -
Utilizing guided journeys for question based Journey identificationSummary: Hello Team, Has anyone implemented guided Journeys. We have a requirement where the client needs certain questions to help guide the employee towards the right …
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HR Help Desk Case Management–Cases visible in OTBI but not under Case tile / Unable to create queuesSummary: We are implementing HR Case Management in Oracle HCM HR Help Desk (Redwood / mixed UI environment) and are running into a visibility and configuration issue. Cu…
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Enabling Runtime Messages for HR Help Desk in Application ComposerSummary: Hi Experts. I am trying to view runtime messages with the groovy script below. When the script runs, I receive the expected notifications, so I know the trigger… -
How can I view archived Service Requests where I was not the primary contact?Summary: Since the new Oracle Support Portal was rolled out, there is very limited visibility to old, closed SRs. I can only view MY old SRs under the Archived Service R… -
Smart text attributes/fields not appearing as intendedSummary: Hello Team, I have been trying to include smart text in my help desk module's notifications but instead of the smart text parameters/attributes only the names o…
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Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
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Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com…
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa…
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SmartActions as actions types aren't working as expectedSummary: In 25A there was a fab new feature allowing us to configure Action types as SmartActions, this made the action plans really powerful when a task was to add a do…
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Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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Case Management Alerts- Alert to the Line ManagerSummary: We have a requirement to trigger an alert when a Line Manager is added as a Team Member on a case that belongs to their direct report. Essentially, as soon as t… -
HR Help Desk - Case Management : Primary contact on case management not workingSummary: We are working on enabling case management (redwood page along with HR Help Desk). We are not able to understand the below primary contact in case management : … -
Can we rename the Save button when creating an SR?Summary: My client would like to rename the 'Save' button when an Employee/ Agent creates a new SR. Their feedback, especially for users/ employees, is that it's not cle…
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Agentic AI capabilities for Help Desk@Chris Warner @Michelle Walter-Oracle I am working on Agentic AI for Help Desk and I want to know all the capabilities where and how Agentic AI can help when we are conf…