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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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe… -
Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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HRHD customized fields to be included in the column filters for SearchHello, We are looking for a way to customize (add/remove/adapt) filters on search pages with our customized fields. (for HRHD). Also, is there a way to get the history o…
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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how can i secure setup activities against one business unit from 4 business units?Summary: i need the consultant to see 1 business unit while applying setup activities in procurement. and not see any setup related to other business units. is it applic…
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Modify the chat conversation before sending to Oracle service cloud after agent chatSummary: We have Agent chat Survey links from the previous conversations in the same session that are automatically added to incident threads in Oracle Service cloud whi…
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#NextGen Helpdesk: Is it possible for an ex-employee to create help desk ticket through an email ?Summary: Is it possible for an ex-employees to create help desk ticket through an email ? We have a specific scenario where client wants ex-employee to create helpdesk t…
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Is posible create milestone for category in helpdesk?Hello Community! The customer needs to create milestones by categories, Is there any way? When I create milestone it applies to everyone. Regards.
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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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How to create SmartText in Next Gen HRHD (not Redwood)?Summary: We have been having a hard time implementing smart Text in our HRHD. After using the "Implementing Help Desk" as a guide to enabling SmartText, we are not sure …
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Knowledge Search from Help DeskHi I am implementing Internal Help Desk (ISR Stripe) and cannot get the 'My Knowledge Classic' area to return any knowledge articles. The knowledge articles are searchab…
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Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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HR Helpdesk: Need help in Groovy ExpressionWe need to configure notifications in HCM (notification bells): How You Personalize Your Notifications (oracle.com) including: Response notification for employees: Notif… -
mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERPSummary: We need to perform a mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERP, as per the requirement. We attempted to accomplish thi…
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Help desk notification - testing/debuggingHi Team, I have couple of questions on helpdesk notification. We are in redwood page. 1.We have two ways of configuring the notifications for helpdesk. One is email temp…
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To send an acknowledge email when the agent is holiday or leave after an employee created Request.Hi, There is a requirement to send an acknowledge email when the agent is holiday or leave after an employee created HR HelpDesk Request. Thanks, Waheeda
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Redwood: Translations in Page Composer (EL)Summary: In our Redwood Migration, we have Personalizations in Page Composer using EL expressions to have translations. Is this supported in Redwood? Can this be done in…
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How to minimize the column width on the Redwood Helpdesk Landing PageFollowing the 24C upgrade, the column widths on the helpdesk landing page have expanded, causing some columns to extend beyond a single view, requiring horizontal scroll…
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Help desk custom field label display lengthHello, We are using next gen Help desk and For one of the custom fields the display length is not fully visible. Untill 24C this was appearing like below But now, not su… -
Can we configure Announcement on the top of the page in oracle fusion?Summary: Can we configure "Announcements" on the top of the page in oracle fusion? And can we use it with in the module? Content (please ensure you mask any confidential…
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Tasks in Case ManagementSummary: If I add an action plan, I'm expecting the Tasks type actions to show under the Tasks section in the Case Details page, however it's only showing Tasks that I'v…
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SR - Recommeded articles do not show up when filtering by productSummary: I am trying the usecase where articles should be recommended based on the product selected on a Service Request Created an article "Test POC" and associated the… -
Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Can we Default the Category based on Helpdesk Channel?Summary: We have enabled the Email channel for creation of helpdesk ticket and Category is a mandatory field for us to create a SR hence we want to understand if its pos…
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HCM Help Desk How to customize appointment creation notifications in Oracle Fusion 24CSummary: The size of the text in the notifications when creating appointments is not noticeable since it is a small box and is visible for a very short time. Is there an…
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HCM Help Desk.- how to customize pages of redwood in Oracle 24CSummary: HCM Help Desk how to customize pages of redwood in Oracle 24C Content (please ensure you mask any confidential information): Benefits obtained with this functio…
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Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know … -
Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe…
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Until when would the request be considered active?Summary: Until when would the request be considered active? Content (please ensure you mask any confidential information): For queue purposes, client would like to know …