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
-
Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr… -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
-
Approval Workflow for a caseSummary: How do we enable an approval workflow that can be built for case management? Content (please ensure you mask any confidential information): Code Snippet (add an…
-
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…
-
Built a solution with multirow custom fields for InvestigationSummary: As part of the investigation process, there is a requirement to capture data and discussions in defined fields for each interviewer. We need to design a solutio… -
Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
-
Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…
-
Has anyone experienced hz_parties table not be in synch with active person records?Summary: Scenario: Classic HR Help Desk - Agent goes to send response message to the Primary Point of Contact, however the email can't be found and we get a warning that…Scott Foos - Sr Manager HR Technology at ADT LLC 462 views 9 comments 0 points Most recent by Lisa Wilkes-Support-Oracle -
Not seeing Omnichannel routing options for Automatic queues in HR HelpdeskSummary: Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. We've created assignment rules and queues to assign HRHD requests to queues and it's work…
-
How to Add Description for Severity Levels in HR Help DeskHi Everyone, I have added descriptions for severity levels under Service Request Severities in the HR Help Desk module of Oracle HCM Cloud. However, these descriptions a…
-
Restrict No's of Reopening HR help desk requestWe have a requirment to Restrict employees from repoening Thier SR for more than one time. Is it Doable in HRHD module?
-
createSrMessage:-JBO-26041: Failed to post data to database during "Insert":Summary: When a user mails to create SR in helpdesk few mails have the 'Status Code' - 'ORA_SVC_FAILED_SR_MESSAGE' and 'Status Detail' - createSrMessage:-JBO-26041: Fail…
-
We have a requirement to validate the person number such that first three characters is based on BU.Person Number generation is configured to be manual. Here we have a requirement to validate the person number such that the first three characters should be capital lett…
-
How to add read only date field when select the Pending leader evidence” option in Status fieldSummary: Requirement is, We need to Add a new field in “Job Summary” section to populate the effective date as today's date when the “Pending leader evidence” option in …
-
Bulk Import of resourcesHello Team, This is a query regarding the resource identification process through which any agent/administrator will be added to a queue/access group; currently it is be…
-
25C Knowledge Management - Agent Experience: Question Answering in My KnowledgeSummary: Clarify about this new feature available in 25C related to Agent Experience > Question Answering in My Knowledge. Content (please ensure you mask any confidenti… -
Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
-
Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
-
There is no data in hr help desk requests pageSummary: i am getting blank page when i have clicked on 'help desk requests' icon in help desk admin and help desk agent accounts Navigation : home>help desk >help desk …
-
Oracle cloud Account creation Error - Identity VerificationSummary: Hi, I am encountering an error when trying to log in to my Oracle Cloud Account. The login page is asking for a Subscription ID and Account, but I only have the…
-
Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
-
Can we customize employee search page?Hi Our help desk agents currently search for the employees in employee search → navigate to the details page → they can see the SR history here and click on SR link to v… -
Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
-
HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
Auditing for queue field not workingHi All We have enabled auditing for most of the key fields in our audit policy → service → hr help desk request object and selected a lot of fields that requires auditin…
-
instant feedback - help deskHello all, does anyone have any updates regarding the Instant Feedback feature for the Help Desk module? Will this functionality be available with the upcoming 25C relea…
-
Help Desk | Instant feedback Release 25CHi All, I would like to ask if the Instant Feedback feature for the Help Desk will be available with the 25C release. This functionality would be used to to map the leve… -
Is there a description of what each infolet is in the HR Help Desk Infolets area?We are trying to enhance our infolets in Help Desk but we're struggling to understand what each infolet is showing and where the data is pulling from. If there is any do…
-
Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…