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 default the subject when employee composes a message?Summary: Currently when a message is submitted by employee for a SR, the subject is defaulted to first few characters of the message content, if a subject is not given. … -
Pro Tip - Using the Support Site for Fusion ApplicationsThis Pro Tip provides an overview of the Oracle Support Portal and its main features for Fusion Applications users. Understanding how to navigate the support site enable…
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Ready Made Groovy Scripts for HR Help Desk?Summary: Afternoon, I was wondering if anyone had any ready-made scripts to use as I am facing a massive issue with the notifications. Not even Oracle Support has been a…
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Service Requests created via Import Management visible in API but not in UISummary: I am trying to create Service Requests (SRs) using Import Management by uploading SR details through the standard import template. The import process completes …
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Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
Pro Tip - Understanding Oracle Technical Support PoliciesThis Pro Tip provides an overview of Oracle Technical Support Policies and explains how they define the scope, procedures, and service expectations when working with Ora…
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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Pro Tip - CCC Best Practices for Asking Questions EffectivelyThis Pro Tip explains how to effectively use Cloud Customer Connect (CCC) to receive faster, more accurate answers from the community. By following a structured approach…
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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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Custom Smart Action does not work in HelpdeskWe have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation…
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What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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HR Help Desk - Best Practice for Multi-Level ApprovalsHi - I'm looking for some guidance and best practice around implementing approvals in HR Help Desk. Also open to workarounds for this. I understand approvals are not ava… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Knowledge article pop up covered the entire ticket page can it be made into a side list / barThe Recommended Knowledge article pop-up is covering the entire screen when creating the HR Helpdesk request. I wanted to check if we can make it appear as a side list /…
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how to change the subject for HR HELPDESK NOTIFICATIONSummary: how to change the subject for HR HELPDESK NOTIFCATION Content (please ensure you mask any confidential information): I have created a notification using Applica…
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Gen AI Summary of Knowledge Article Not AppearingWe are trying to enable the below feature for the Gen AI summary of a knowledge article when sharing with the employee in HR Help Desk: Include the Generative AI summary…
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is there in ERP Cloud a functionality for submiting service request?We need a page where the user can make a report, on bugs, improvements, and we wanted to understand if there is something standard on ERP Cloud 26B, adaptable to the pos…
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HRHD Alert for Tickets with No Activity >3 Days (Notify Agent & Manager)In oracle Fusion HCM, there is a requirement to track tickets that remain inactive (no updates or actions) for more than 3 days while assigned to a single agent. If a ti…
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Using Actions - Creating a HR Help Desk Request with PPOC and Affected PersonSummary: We are using the Action of creating a HR Help Desk Request to effectively create a child SR. However, we do not see in the list of attributes the Primary Point …
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Case Number generation behaviorHi, We have observed unexpected behavior in the automatic generation of case numbers. Initially, when cases were created, the numbering sequence started as expected (1 t…
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Smart Text is not appearing when creating a service requestSummary: I’m facing an issue where the Smart Text feature is not appearing when creating a service request, specifically in the description field. Content (please ensure…
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HR Help desk Service Request Message Object Workflow is not triggeringSummary: Could not able to trigger Message Object Workflow when ever message is created for HR help desk service request Content (required): Hi, For testing, created an …
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Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Unable to make Category Read Only for Employee Edit Page in Help Desk.Business Process: We have setup a rule in which Category and Queue are mapped, based on Category selection Queue is selected. Issue: When Employee edits the request, he … -
Groovy Script to show message content in email when SR is updated by Agent.Summary: Hi All, Can you please help us to find the groovy script which will show the content/message updated by agent into the email to the employee when the SR is upda…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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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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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…
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Custom Notification for Help Desk Notification based on queue name and SR statusSummary: Has anyone been able to create a Help Desk notification that is dependent on Queue Name and SR Status? We are trying to use groovy script for a notification tha…