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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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B… -
25A- Embedded Service 25A EnhancementsHi, Anyone opted for this feature after 25A,If yes, please can anyone brief on this. Thanks Namrata
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Charges for installing Language Pack Plan in Oracle FusionSummary: There may arise a need in future where the client needs a different native language for Oracle Cloud Console. The navigation, menus, login screen and other feat…
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Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe…
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Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Some of the ESS jobs are blocked in oracle cloud after 24B patch updateSummary: Some of the ESS jobs are blocked and paused in oracle cloud after 24B patch update. Need to know the reason. Please let me know if anyone having idea. Thanks. E…
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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not …
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Knowledge Article Category Analysis ReportSummary: Content (required): I am trying to create an Analysis Report to get the list of Knowledge Articles depending on their categories, however I am not able to find …
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HRHD: Common Email Communication ChannelSummary HRHD: Common Email Communication ChannelContent Hi All, We have defaulted the BU under profile option: HZ_DEFAULT_BU_CRM and the same is getting defaulted at the… -
Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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category field not visible when creating a new caseSummary: Category field not visible when creating a new case however the field is visible when going into an existing case details. Content (please ensure you mask any c…
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Can we add additional columns in the Help Desk Requests screen?Hi all, Is it possible to add in additional options under 'Manage Columns' in the Help Desk Request screen for HR Agents? For instance a custom field, or other seeded fi…
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How does a case manager recieve bell and email notofication when a email message is responded?Summary: We are trying to set up notifications to the assigned Case Manager when a case conversation is responded via E-mail, but no notification is getting triggered as… -
How can we create Multiple field for Category, when we have subcategory?There is a requirement to create Sub Category and Child Sub Category fields. The available values in the Sub Category field should depend on the selected Category value,…
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How can I mass update categories for existing open and closed HR requests?Summary: We would like to change the category of the existing HR requests by creating new categories. How can I mass update categories for existing open and closed HR re…
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Access HelpDesk Request as Contact (25D)Summary: Access HelpDesk Request as Contact Content (please ensure you mask any confidential information): User A created an SR and added user B who is a resource as a c…
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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… -
On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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Use Dynamic URL in Email TemplateSummary: Use Dynamic URL in Email Template Content (please ensure you mask any confidential information): We would like to use the Dynamic URL instead of hardcoding it i…
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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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…
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config pages still classicHi, is it correct to say that for Oracle Help Desk the configuration pages are still in the Classic UI? From my understanding, Redwood is primarily the user experience l… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Application Composer Server Scripts dynamic fusion urlHi, Does anyone know if its possible or the syntax to use to amend the following Groovy def line variable so that it automatically uses the correct Oracle Fusion host do…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create…