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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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any… -
Possibility of label name changes on Next Gen Employee SR Creation PageSummary: Hi, Customer has a requirement to change the labels on Redwood SR Creation Page. For ex. Subject on SR Creation Page should be should be changed to 'Briefly, wh… -
Where do SRs live when they are "soft deleted?"Summary: The profile option SVC_SR_IN_DELETED_DAYS description states: "The number of days an SR has been soft deleted before it will be purged from the database. Must b…
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How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
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Why do the articles I display appear with this layout?Summary: hello I noticed that after release 24 B, the view of articles appears differently than before i attach a screen How come? Why does it bring back the user groups…
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Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe… -
Attribute's display label not fully visibleWe have a custom attribute that was created within application composer. The display label contains text of approximately 105 characters. However when the help desk page…
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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Auto Add Action Plan after selecting the Case TypeIn the Oracle demo I've seen for case management, after selecting a case type the action plan was auto added to the case. Need help in achieving this configuration.
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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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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…
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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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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…
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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…