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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 change the Subject for Acknowledgement mailSummary: Unable to change the Subject for Acknowledgement mail as I dont see any option to do it Content (please ensure you mask any confidential information): I am able… -
User Name in HomepageSummary: User Name in Homepage Content (please ensure you mask any confidential information): Hi Experts, There's a question around the user name's format on the homepag…
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Calendar dropdown is not showing while creating Action Plan Template for CaseSummary: Calendar dropdown is not showing while creating Action Plan Template for Case Content (please ensure you mask any confidential information): Version (include th…
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The login and logout data retrieved from the FND_SESSIONS table shows overlapping recordsSummary: The login and logout data retrieved from the FND_SESSIONS table shows overlapping records, making it difficult to determine the exact times users have logged in…
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How to assign Help desk request from email to specific category ?Summary: Email is configured and HRHD SR can be created from email. Using Assignment rule, we can direct a SR to specific queue. But the category remains blank. How to a…
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Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,… -
NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…
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I am not able to view the queues created in Manage queues for HR helpdesk task.Its giving the confirmation notification that the queues are created but I am not able to see them
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How to add Internal Service Request as Hyperlink in EmailSummary: We set the notification preference. System sent an email notification with the internal service request number. Can we make this number as a hyperlink so that i…
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How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi… -
How to Convert Helpdesk ticket to Case?Summary: Could someone please assist me in converting a Helpdesk ticket to a Case? Kindly provide the necessary documents and outline the steps involved. I greatly appre…
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Emails and notifications are not consistentSummary: We have created workflow objects to trigger emails, and we have also created server scripts to trigger web notifications. Recently during testing, we noticed th…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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Unable to show the action plan flow chart to EmployeeSummary: There is the request from business to show the action plan flow chart in Employee screen, currently it is accessible only in agent UI. We tried whether can be a…
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Unable to change the label of items listed in Category field under Attachment sectionSummary: There is a request from the business to change label of the values listed in Category field under attachment section in employee UI, however the category field …
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Access to HR Help Desk/Case Management Through Service Catalog Reporting?Summary: I'm curious if employees (outside of HR) who have access to the Service Catalog have the ability to pull data from HR Help Desk and or Case Management since the…
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Inbound & Outbound with personal emailSummary: We have created an email channel (test@client.com) and the client have enabled the required setting for their outlook. We are sending an inbound email from pers…
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Why is the Assigned to field pulling suppliers from CRM instead of EEs? HR Help Desk/Case ManagementSummary: Both the Assigned to field and Team Members field are pulling suppliers from our CRM side instead of pulling in employees from the HCM side. I have the Case Man…
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I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update itSummary: I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update the categories? Content (please ensure you mask any confidentia…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cl… -
can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
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How to set up My help widget directly on Mobile for HR HelpdeskSummary: Hi All, is it possible to have HR Helpdesk-My help icon tile directly displayed on Mobile so it can be one click for users instead of going it to Mobile App? An… -
Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
Case Type value to display specific buttons/fieldsSummary: Content (please ensure you mask any confidential information): I want to create a condition that only produces specific buttons when a case type value is select…
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Automatically trigger Escalate to Case Smart ActionSummary: Content (please ensure you mask any confidential information): Is there anyway to automatically trigger the Escalate to Case smart action once the HR Help Desk …
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'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
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Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
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Employee Search screen displaying pending worker recordsHi all, The 'Employee Search' quick action for HRHD is currently displaying both Employee and Pending Worker records. Is there a way we can restrict this to only display…
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How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…
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Groovy script sending out incorrect notificationSummary: Content (please ensure you mask any confidential information): I removed the script which notifies the employee when they submit a request. For some reason it w…