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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Next Gen HR Help Desk customer responses creating new tickets instead of attaching to originalSummary: When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one. Content (please e… -
Case Manager and workers are getting RestActionSummary: Our Case Managers and workers are getting "Exception during RestAction" They are not getting this error in Help Desk, only Case Management. This happened only i…
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Agents are not automatically available when they sign inSummary: Prior to 24B Help Desk Agents were available as soon as they signed into the system. Now, they are unavailable by default and have to make themselves available …
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have anyone used HR help Desk to act as a solution for an "Idea Lab", please adviseSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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assistance in explaining the solution of using HR help Desk for Disciplinary Actions and GrievancesSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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HR Help desk work request should show a notification to accept or reject a maintenance work requestWhile creating the maintenance work order, queues are selected and asset details are entered, and the Work Request is submitted. Work request gets assigned to a queue re…
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Service Request ButtonSummary: Probably a silly question with a simple answer, but can anyone tell me what this button is for?: Thanks! Cody Content (please ensure you mask any confidential i…
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described inhttps://docs.oracle.com/en/cloud/saas/sales/faiem/imp… -
Missing Custom Fields on Redwood PagesSummary: I have followed all the steps mentioned in the below document, we have scheduled Job#1 'HR Help Desk Metadata Migration to Redwood Help Desk' this is scheduled …
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
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Stop Service Request creationSummary: We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we ca…
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HR Help Desk Attachments Outlook file (.eml ).Summary: I need to confirm if there are any issues or limitations with loading Outlook .eml files in Fusion Import Management for HR Help Desk. We have successfully demo…
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
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Default Coverage QuestionSummary: What are the values shown in the Default Level Value in Default Coverage? Is it possible to use other values like Grade or Location? Content (please ensure you …
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What are the use cases of initiating Journeys from Helpesk - Release note from 24B.Please share the use cases of the journeys initiated from the HR Helpdesk page by admins.
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When the Help Desk Queue is manually changed, do service entitlements pause?We have automatic routing turned on with Omnichannel for Help Desk requeusts, but sometimes the reporter will misidentify the Category (which, based on our rules, will p…
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Broadcast/Communicate to Users not routinely logged in and without emailSummary: Our business case is based on the need to communicate company information and messages to employees working in assembly situations who do not routinely log into…
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Broadcast/Communicate to Users not routinely logged in and without emailOur business case is based on the need to communicate company information and messages to employees working in assembly situations who do not routinely log into Oracle H…
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Help desk emails does not show imagesWhen we include an image in an help desk message and send the message (after selecting email channel), an email is sent to the user. However the image is not shown in th…
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Next arrow is not workingSummary: Issue: Next arrow is not working in the HR help desk request list Content (please ensure you mask any confidential information): While working on the hr help de… -
Enable Intelligent advisor (new 24B feature) in HelpdeskOur customer would like to enable Intelligent advisor (new 24B feature) in Helpdesk. I'm looking for some use cases on this feature. Please share me some inputs on this.
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How do I remove a resource user from Resource Directory?Summary: The wrong person was added to our Help Desk Resource Directory but we are unable to remove her. Delete function delivers error that Rows cannot be removed from … -
403 error while creating HR Helpdesk Sr using Rest APIHi Team, We are having a requirement to create HR Helpdesk service request using REST API call via OIC integration. Am using below API for the same but receiving 403 for…
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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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Groovy error for status update notification setupHi I am trying to use the below scripts for status change notification but getting '\n error. I have no clue on how to resolve it since I am non-techie. any help would r… -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send message in by agent/admin by selecting Channel Web. We are getting below error. Please provide solution. Content (please ensure you mask a…
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Cannot search articles in Help DeskSummary: Can't search keywords and show existing knowledge articles Content (please ensure you mask any confidential information): We have several articles, one of which…
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Groovy script for notification when SR is ORA_SVC_CLOSEDSummary: Hello, I need to send a notification when an SR move from status Resolved to Closed, I try to write a groovy with bot triggers Before update and Before insert a…