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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica… -
Start Internal Conversation With details is not capturing the email replies.We have configured a channel under 'Collaboration' Purpose for the email based reply for conversation so in all the scenarios it is working fine it is capturing the emai…
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How to Restrict Case Visibility for Case Workers While Allowing Case Managers Full AccessSummary: I want to configure it so that: Case Workers can only view the cases assigned to them (or those they are team members of). Case Managers have full visibility ov… -
The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
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In HRHD, How do I make the case numbering convention start from 1?Summary: We’re configuring Case numbering for HR Help Desk (HRHD). We can set Prefix and Radix on Manage Public Unique Identifier Sequence Generation for the Case object…
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which duties and privileges allows to access Manage customerSummary: How to access the action menu in Manage Customer page Content (please ensure you mask any confidential information): Version (include the version you are using,…
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Approval Process in Case Management and HelpDesk in 26ASummary: Hi Team , As part of the business requirement, we need to enable an Approval Workflow in Case Management and Help Desk. The workflow should function based on th…
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Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com… -
Queue-based notifications for all agentsSummary: Queue-based notifications for all agents Content (please ensure you mask any confidential information): Hello, we are currently using Oracle HCM Help Desk and w…
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Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party ID Isn't Valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev…
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
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Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay…
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Is there a way in Case Management to search Cases by Affected party Case Contact relationship type?Summary: My client uses Affected Party to search for SRs and Cases in their current system, they are currently implementing HR Help Desk and Case Management and I can't …
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Helpdesk Service Request Acknowledge Email Short text & User details QuerySummary: Hi All, We have a requirement to change the Acknowledge email when an employee sends an email to inbound email address(which creates an SR). We want a message t…
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Redwood - Oracle HR Help DeskSummary: I have assigned roles for the end user, agent, manager and administrator and the help desk requests are lost. Content (please ensure you mask any confidential i…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business … -
Oracle Next Gen HR Help Desk - Category field not working as intendedSummary: Hello Team, I have been trying to create an SR. However the category drop down is not working-it is not displaying as a drop down but as a search box only when …
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With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
HR help desk tagsSummary: We wanted to understand the purpose of the tags feature on the new CX redwood HRHD SR page. Content (please ensure you mask any confidential information): There…
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HR Help Desk - AI assist generative content can't be createdSummary: I am trying enable this feature: "Generate Resolution Notes when Resolving the Help Desk Request" (https://docs.oracle.com/en/cloud/saas/readiness/service/25b/s…
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Help Desk Redwood - Unable to delete a Contact added to a requestHello experts, our client has adopted Help Desk in Redwood page but it seems that if a contact has been added to the Request then it is not possible to remove the contac…
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Create Action Plan privilege not giving the access expectedSummary: My client wants a custom role to give to members of their HR Support Desk and Employee Relations teams to create and manage Smart Texts and Actions/ Action Plan…
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List of Actions display at the bottom of screen in Case ManagementSummary: The Action Plan list is now displaying at the bottom of the page within the Case Management form. Before it was appearing at the top? Is there anyway I can brin…
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How To Add Position and Job Details as DCL in Oracle Fusion HR help DeskSummary: In Oracle Fusion HCM, within the Client Groups → Hiring module, the Create Requisition page provides out-of-the-box DCL fields for Job and Position. However, as…
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Nextgen HRHD Infolets - How to hide other dashboards on 26ASummary: Hi, Trying to hide Nextgen HRHD infolets dashboards which are not Help desk related (Absence, Recruitment, etc). I tried using VB but for some reason I dont hav…
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HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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Queue Assignment routing based on Primary contact Areas of ResponsibilitySummary: We have a client requirement to assign queue to HR requests based on the primary employee contact's areas of responsibility (AoR). I cannot find this attribute …