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 set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu… -
Affected party and primary point of contact are showing different name formatSummary: When an SR is created in HR Helpdesk, the Affected party and primary point of contact are showing different name format. Content (please ensure you mask any con… -
Can we grey out the submit button in HRHD before raising service requestSummary: We want to grey out the submit button in redwood HRHD if certain conditions are not validated, such as active emirates ID and passport of employee Content (plea… -
Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
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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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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
Moved: How to enable access to new custom report in HRHDThis discussion has been moved. -
Next Gen HR Help Desk default email addressSummary: When agents compose an email, we want to set the default address used. Content (please ensure you mask any confidential information): When agents compose an ema…
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where to find Manage Service Request Status Values tab fields of HrHelp Desk module in the backend ?Please help me to find the tables for above snapshot.
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We are looking for Oracle Fusion HelpDesk tables for a custom BIP ReportSummary: We are looking for Oracle Fusion tables to fetch - Manage Service Request Statuses, Knowledge Content Types and Knowledge Article Q&A fields in custom report. T…
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Moved: Need BI query or table for service request management offeringThis discussion has been moved.
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how to display message on HRHD pageThere is a request from business to display message on the employee screen (refer attachment - text displayed in red) when an employee raise SR during non-working hours …
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Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
Redwood for Core HR -need assistance on migrationHi , We are starting to implement Redwood in our firm for Core HR HCM. Can someone please guide what is the step by step procedure in a short form so that i can then fol…
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query or table in service request managementSummary: We need to identify tickets that are not addressed for those requested information /response is already provided in Oracle service request management. We have c…
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HCM – Using Oracle Digital Assistant with HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Did yo… -
NexGen Helpdesk Outbound and Inbound EmailI would like to the best practise of how to define outbound and inbound emails for helpdesk Can the outbound and inbound email be the same channel id ? eg. HRHD@xyz.com …
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Calls are being closed automatically but it is not checking whether it is an off daySummary: Calls are being closed automatically, after the status awaiting user response, but it is not checking whether it is a day off Content (please ensure you mask an…
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Turn off the notifications in HRHDSummary: ORACLE HCM is triggering many notifications and hence making it difficult or impossible for the team to manage those notifications effectively and efficiently. …
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How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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Article dynamic link in email is taking user to home pageSummary: I have configured the ARTCILE_LINK dynamic link for the specified Business Unit and the added the external url, but the url is taking the user to the home page … -
Capturing external user mailid on helpdesk pageSummary: We are tasked with developing a helpdesk ticketing mechanism that operates through emails, particularly for external users. Although we can successfully create …
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HR Help Desk - "Assigned To" Column appears empty for some AgentsHi everyone, I’m facing an issue in Oracle HR Help Desk where the "Assigned To" column in the ticket overview appears empty, even though tickets are correctly assigned t…
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SR Status change from Waiting to ClosedThere is a request from business to SR status to be changed from Waiting to Closed after 5 days, I don't see option to change the configuration under Setup and Maintenan…
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Visual Builder not showing the changes made in Case formSummary: When using Visual Builder to make changes to the Case form I can see the number of fields being displayed and ones that are hidden (as attached) When i selected…
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Can I create tags that depend on the Case Type?Summary: Can I create tags that depend on the Case Type? So for instance if the case type was Disciplinary then a number of tags would contain reasons such as Breach of …
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Raise HR Help Desk ticket via SMSSummary & Content: The Oracle website claims that HR Help Desk users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. Ho…
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how to remove create button from help desk requestsSummary: how to remove create button from help desk requests Content (please ensure you mask any confidential information): Customer wants to hide/remove create request …
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Audit not working in Case ManagementSummary: Audit policies are turned on and synchronized. We are still unable to produce any results in audit. Are there any additional processes we can run? Content (plea…
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Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …