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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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a… -
Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t… -
Redirect to ADF profile options for CasesSummary: Hello. We are in the process of enabling HR Help Desk and Case Management in our dev environment. I noticed that the below two profile options were mentioned in… -
Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
HR Help Desk to Teams integration capabitiesSummary: Looking for capabities that we will have in MS Teams if we integrate it with HR Help Desk: Is the Teams integration intended for internal communication between …
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Help desk Adaptive Search - Out of Memory/Tenant Out of Capacity Errors in Multiple EnvironmentWe are experiencing an issue with Adaptive Search where periodic refreshes are failing in both our DEV and TEST environments at approximately the same time. Issue Adapti…
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HR Helpdesk Resolution DescriptionSummary: Employees must receive an email notification when a ticket is Resolved or Rejected; the email must include the complete resolution details entered by the agent
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Help Desk Deep LinksHi, I haven't been able to find any documentation on what deep links are supported in HRHD. It would be really useful if we could use links to open a request of a specif…
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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help…
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HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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My Help and HR Helpdesks Page is coming as blankSummary: When we click on the My Help and HR Helpdesks Pages, the page renders as blank Content (please ensure you mask any confidential information): I am logging in as…
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Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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milestone showing in progress when it is overdueSummary: HR Help Desk Milestones have been configured for Service Requests for 'First Response' and 'Resolution'. The SR is created and the milestones appear against the…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
Would like to know how to configure Milestones and coverages per category in Next Gen Help DeskSummary: Hello There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category. I need help from so…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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Error when testing Action plans as "You must be a valid resource before you can create this record"Summary: Hello When performing the 'Add Action plan' function in HR Helpdesk, the actions we've created are showing an error. Error: You must be a valid resource before …
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Unable to Link Cases - Case ManagementSummary: Hi All, We are facing an issue in Case management where we are trying to create a relationship with Case object. When are trying to link current case to other c…
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1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in…
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Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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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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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr…