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
-
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… -
Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
-
Employee Name Change don't Update in HelpdeskSummary: An employee has changed their name, but their old name still displays in HR Helpdesk. We're using the Redwood version of HRHD. We ran 'Apply Name Formats to Per… -
Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
Guide Me (Oracle Guided Learning) availability in Help Desk moduleHi everyone, I have a question about Guide Me (Oracle Guided Learning) in Oracle HCM Cloud. In our environment, we see the message: "Guided Learning is not activated in …
-
Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
-
How can we route SR based on Affected Party CountrySummary: Content (please ensure you mask any confidential information): Can we add affected party country in attributes/object to route tickets based on that? Version (i…
-
Case Management - New Action Plan template not visible in CasesHi All, We are implementing Case management for our client and referring to Opt Out of Case Management implementation guide. We have created some actions and actions pla…
-
Hide or disable the search bar for employees in HR Help DeskSummary: In HR Help Desk module (Redwood pages), search option needs to be disabled for employees under 'My Help' landing page. We have checked Profile Options and tried…
-
HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
-
WhWe’re encountering an error when trying to save the filter after making the changes.Summary: While adding more columns in the HR Helpdesk UI, we’re encountering an error when trying to save the filter after making the changes. Content (please ensure you…
-
Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
-
Reopen/Reset SR Status When Requester Adds Update After ClosureSummary: When a Service Request (SR) is raised and later moved to Resolved/Closed, the SR creator/requester may add an update/comment after closure. In such cases, we wa…
-
HR Service Request not editable by creator (even with agent/admin role) – expected behavior?Hello, I’m facing a behavior in Oracle HCM Help Desk that I’d like to clarify. When an agent creates an HR Service Request, the Edit page is read-only, so the request ca…
-
How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
-
how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
-
Workflow automation in 25DHas anyone tried turning on workflow automation feature in 25D? I attempted to enable this in the workflow preference screen and the moment I attempt to save it, I get '… -
Usage uom is not appearing in maintenance resource page in oracle fusionSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
Knowledge Article Usage / Click AnalyticsSummary: We are looking to report on Knowledge Article usage (for example, number of times an article is opened or clicked) in Oracle HR Helpdesk (Redwood) using OTBI. H… -
Utilizing guided journeys for question based Journey identificationSummary: Hello Team, Has anyone implemented guided Journeys. We have a requirement where the client needs certain questions to help guide the employee towards the right …
-
Getting error while adding Files as attachment in Knowledge articlesSummary: We are getting an error while to trying to add files as an attachment in the Knowledge article Create page. Snapshot is attached for reference. Has anybody enco…
-
add pop-up on the help desk fieldHello, I’m trying to add simple help on fields (tooltip or small pop-up, even just on hover) in Help Desk pages, but it looks like with Redwood the usual approach via Or…
-
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… -
AI feature Suggest Knowledge to Employees When Creating Help Desk Requests to not show suggestionsSummary: We are looking to enable the generative AI feature for HR Help Desk called "Suggest Knowledge to Employees When Creating Help Desk Requests". I've tested this a… -
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
-
Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
-
HR Helpdesk email-created tickets do not open attached .rtf filesSummary: We are unable to determine why .rtf files are showing as “attachment removed from the message” when Helpdesk tickets are created via email. Content (please ensu…
-
Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
-
Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
-
Is there a way to export all case details including notes?Working to implement Help Desk with Case Management for a client and we have a requirement to export case details including the notes? This would be needed in a scenario…