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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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se… -
Global capacity vs Agent CapacitySummary: My understanding is Agent capacity defined through HR queues task should override Global Capacity. Profile option 'SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELEC…
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Helpdesk Assignment rulesWe are migrating to Redwood UI for Helpdesk and got to know that assignment rules have to be created manually for this, hence just wanted to check if there is a way we c…
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External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
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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How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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How to get the Static IP & SSH Key for Payroll Integration with BankWe are integrating Oracle Fusion HCM with the bank server for salary processing and require the following: -Static IP for both Test and Production environments to be sha…
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Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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Workflow feature in HR Help DeskSummary: Is there any documentation/video tutorial on how to configure the Workflow feature in HR Help Desk and Case Management? I have already configured Action Plans b…
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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"… -
Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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How to send email to external email address or external communications in Helpdesk.Summary: From this document External Contact Email Address And Communication (Doc ID 2540878.1), we know that it only supports contingent and employees. Is there a way w…
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HR Help Desk Service Requests are not getting created from inbound e-mails as expected.Summary: i went through Oracle Documentation - Doc ID 2524716.1 . SVC_INBOUND_EMAIL_ADDRESSES = pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com in…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
Seeking Guidance on Enabling Email Communication in Next Gen Help DeskDear Oracle Community, I recently implemented the Next Gen Help Desk and am now looking to enable Email Outbound and Inbound channels. However, I've encountered some cha…
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Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
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Adaptive Search availability on GovCloud PodsSummary: Is the adaptive search feature available on GovCloud pods at this point? If they still are unable to, with the push for customers to move to Redwood/Next Gen, i…
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How to Setup an ISR approval process flowSummary: Hi, Can anyone please advise how to setup an ISR Approval process flow. Is it possible that OOTB Approval Groups can be accessed from ISR? Any idea will be help… -
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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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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Oracle Fusion Case Management-Restricting Case Visibility to select users based on Case TypeSummary: Hello Team, We are trying to create a new role in case management where cases of a particular case type will be visible to a specific set of users who have that…
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ODA Interactions count in HR Help DeskSummary: where can we find For ODA interactions, the customer would like to know, within a specific time period, how many users are utilizing ODA and the count of users …
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Help Desk: Resolved By field is displaying two Name formats Sample Annalea Osman and Osman, AnnaleaIn the Redwood Help Desk, the 'Resolved By' field shows names in two formats, e.g., 'Annalea Osman' and 'Osman, Annalea'. How can we standardize the display format?