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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Unable to see list of previous requests raised as employeeSummary: I am raising a request as an employee in my non prod environment but I cannot see the list of previous records I created previously? Content (please ensure you … -
Can we save the columns we add to the Next Gen HR Help Desk Agent View?Can we save the columns we add to the Next Gen HR Help Desk Agent View? We have the ability to add/remove columns in the Next Gen HRHD Agent view (landing page of Help D… -
Is it possible to trigger a survey once HR helpdesk ticket is resolvedSummary: Is it possible to trigger a survey once HR helpdesk ticket is resolved Content (required): We have a requirement from customer if surveys are possible. Is it po… -
When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o… -
Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,… -
Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat… -
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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Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
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 : … -
Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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AI-generated Case Summary is populating an errorSummary: We have enabled AI-generated summarization for HR Help Desk requests. When opening a case in Redwood UI and attempting to view the Case Summary (Generated by AI…
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Can system automatically add the action plan to internal service request based on the catetegorySummary: I create an action plan template (e.g. procurement checklist). When I create internal service request with category procurement. Can the system automatically ad…
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Security for Internal Service Request Data for Each UserSummary: Dear All, Is there a way to restrict Internal Service Request visibility by agent or team or else in Oracle Help Desk, similar to how Maintenance Management res…
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How to Restrict Case Visibility for Case Workers While Allowing Case Managers Full AccessSummary: I want to configure it so that: Case Workers can only view the cases assigned to them (or those they are team members of). Case Managers have full visibility ov…
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Issue regarding integrating Oracle fusion HR Help Desk with AI AgentHello Team, Would it be possible to integrate oracle hr help desk as an agent team/add it as a tool in oracle AI Agent? Kindly let us know. Regards Rajaraman S
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Inbound email Ticket CreationSummary: Can someone post the correct Oracle Help instructions for configuring ticket creation from emails sent to a specific outlook inbox? So far I have followed this:…
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Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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How to restrict Hr Helpdesk tickets to be edited once its created?Summary: We want to restrict any editing in the "Subject" and "problem description/Service request details" fields by the user or the agent that means no one should be a…
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Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v… -
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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Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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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…
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Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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Cannot complete action in internal service requestSummary: When we try to complete this action, we get the error. But it do not mention what is the problem. We can complete in Non PROD environment. We only hit this prob…
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to …
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari…
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t…