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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Can we restrict knowledge authors to only view/edit articles for the user groups they are a part of?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Can the system notify employees when a knowledge article they’re associated with gets updated?Summary: E.g., Norway absence policy changes → Norway employees get notified- Content (please ensure you mask any confidential information): Version (include the version…
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I'm facing an issue while importing historical cases through Import Management because of CategoryIssue During the Validate Data step of the Case import, the system returns the following error for each row: Attribute CategoryName is not selected in CaseVO_XXXX, opera…
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Case Manager role not able to see case conversations that have been migrated from legacy systemSummary: My client is going live on Monday with HR Help Desk and Case Management, we are migrating over their current SRs and Cases from their legacy system and have als…
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Fusion Interview AccessSummary: Hello Experts, We have few question on the Fusion Interview Access Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Con… -
Personalize Employee Friendly Case PageSummary: Hello Experts, We have few question on the Employee Friendly Case Page as presented by Chris on HCM – What's New for Help Desk in 25A — Cloud Customer Connect Q…
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Prebuilt data models for managing Grievances and Disciplinary CasesSummary: Prebuilt data models for managing Grievances and Disciplinary Cases Content (please ensure you mask any confidential information): Hi Team - this is regarding t…
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Unable to delete closed caseSummary: Is it possible to delete closed cases? I tried through UI and import management but getting error You can't update a case after it has been closed. (SVC-5295543…
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How to Redisplay Action Bar in Help Desk Service Request PageSummary: Several of our Help Desk Agents (one Admin included) no longer see the Action Bar when they click into a Reqest. When I log into a non-production pod as that sa…
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Issue with HRHD Infolets access to other usersSummary: Hi Team, I created some OTBI reports and created them as infolets in HRHD infolets section, which I can view. However, other users having same access/roles as m…
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There is data in the custom fields in OTBI but they are not showing in the UISummary: We have created a number of custom fields in Case Management for different case types and we are migrating data over from a legacy system. Most of the data has …
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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…
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Service requests should be visible only to the PPOC. If created on behalf of others, only the designSummary: The business has a requirement regarding visibility of service requests: If an employee raises a service request as the PPOC (Primary Point of Contact), only th…
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Unable to view my HR requests under Myhelp > view my requests sectionSummary: As an employee, I have created HR requests using My help page > Create request. I am unable to see the newly created HR requests under Myhelp page > view my req…
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Descriptive Flexfield for Task (Activity) in Internal Service RequestSummary: Hi, I would like to know is there any descriptive flexfield for the task (activity) in internal service request. If yes, where I can define the DFF? Content (pl…
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HRHD Category Lookup list for coveragesSummary: I have been asked to add Category as a custom column for HRHD milestone definitions. I have created the column as per standard documentation, however I'm unable… -
Case status is automatically set to 'Closed'Summary: Case status is automatically set to 'Closed' when the corresponding 'Escalate to Case' Smart Action is set to 'Complete' on the original HRHD Service Request. C…
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Assigned To LOV returns an errorSummary: Hi Everybody. We are in the middle of the migration from classic Help Desk to HR Helpdesk Request. We've completed jobs 1 and 2. We have been looking the functi…
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How to remove 'Internal' action from Create Request (My Help)Summary: We have disabled Internal Helpdesk from offering. We dont even have the Internal Helpdesk roles. Still, 'Internal' option is coming up under Create Request on M…
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Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Is there a way to “recall” an email correspondence sent out from Helpdesk?I would like to know the best practice how to “recall” an email correspondence sent out from Helpdesk by Agent. Agent sent mail using outbound to recipient but sometime …
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Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
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Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
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Unable to escalate helpdesk tickets to CaseSummary: We have run the 'Migrate Shared Queues and Categories to Case' process to copy all the helpdesk queues and category to Case. Now when we are trying to escalate …
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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What is the best practice for creating a HR Helpdesk integration admin user from HRHD to Servicenow?Summary: Hello, I am trying to create an admin user in order to test connection and set up between HR Helpdesk (clientside) and Servicenow Is there a best practice in or…
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Unable to access $user or $application.user variable in the layoutSummary: Hi Everybody. I have got a requirement to create a custom field in the HrHelpDeskRequest layout and its value would depend on the user that is currently accessi…
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Unable to trigger a Notification to the Queue OwnerSummary: We want to send escalation notifications to the Queue Owner. We have enabled the Queue Owner field on the queue page and created a trigger on the Helpdesk objec…
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Course on Case Management in Oracle UniversitySummary: Hello Experts, Is there any course on Oracle University to understand Case Management? Content (please ensure you mask any confidential information): Version (i…