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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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B… -
Agents/Resources names not appearing in "Assigned To" field in HR Help DeskSummary: Hello Team, I am unable to reassign hr help desk requests as a help desk agent. I have given them the resource role and made them the service representative. An…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Action Descriptions not working within Action PlanSummary: Within Case Management, We have created an Action plan with several Actions that each have a description. Within the Action Plan, the action descriptions are no…
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Service Request Email Notification Not Displaying Response Directly in EmailSummary: How can I get the Service Request response to display directly in the email instead of clicking the SR link? The Oracle emails I use to receive had the content …
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Managing Different Case Types with Oracle Case Management — Live DemoI'm hosting a live demo on 16 April 2026 covering Oracle Case Management in Fusion Cloud (Help Desk) across Disciplinary, Financial Irregularities, and Security & Theft … -
Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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Email Communication ChannelsSummary: We have multiple email communication channels setup for HR Help Desk. Our service center admins want to disable two of them from the view. I do not see an optio… -
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i… -
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…
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How to Auto-Populate Help Desk Field from Worker Assignment DFFSummary: Hi Team , In HR Help desk create page i want to populate a field value from Workers details , There is a field in HCM Workers assignment DFF object , i want to …
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Agentic AI capabilities for Help Desk@Chris Warner @Michelle Walter-Oracle I am working on Agentic AI for Help Desk and I want to know all the capabilities where and how Agentic AI can help when we are conf…
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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Can we prevent users adding a message to an SR when it's in the Resolved Status?Summary: My client would like to prevent users from being able to add a message after the agent has Resolved the SR, whilst we appreciate the best practice is to train t…
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Help Desk Request Queue Assignment Process not shown / SR Queue Assignment Process stuckSummary: Hello, We are currently remediating configuration defects in our Oracle HCM implementation project for a client and have run into an issue with the Service Requ…
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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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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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How to insert link in email notification?The following requirement has been requested: When a service request ticket is being created on the HR Help Desk Request Page and submitted, an email should be triggered…
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Getting Party Id error while creating Service Request as a Contingent workerWhen we are creating SR as a Contingent worker getting the below error 'The value of the attribute Reported by Party ID isn't valid.' Have already used the '(Doc ID 2763…
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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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Cannot find staff under "Identify Resources"Summary: I have an issue with the existing staff in the training environment: I cannot find any to Identify as Resources in the system. I guess that it is because the HR…
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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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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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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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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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… -
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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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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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…