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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Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but… -
Mass assign SR that have not been assigned to a resourceSummary: Currently we have many SRs that are in a queue but have not been assigned to a resource, a change will be made in the capacity of some resources so that they ca…
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When will Oracle decommission Help Desk - Classic UI?Is there a plan to decommission the Classic UI for Help Desk and if yes, by when? -
How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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HR Help Desk Service Requests are not getting created from inbound e-mails as expected.Summary: i went through Oracle Documentation - Doc ID 2524716.1 . SVC_INBOUND_EMAIL_ADDRESSES = pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com in…
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I need to Utilaize Notification preferences functionality and send Email/bell NotificationsSummary: I need to Utilaize Notification preferences functionality and send Email/bell Notifications to all the Agents who are assigned to perticuler Queue when SR has b…
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Exception during RestAction error in the Case page after 23D upgradeSummary: Exception during RestAction error when creating a case Content (please ensure you mask any confidential information): Case page is not working as expected. Exce…
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Service Request Audit History ReportingHi all, I was wondering if anyone had a report or knew of a way to report on the audit history of Service Requests. We've been asked to build a report based on SLA's for…
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Show BU/Company Name of Employee IssueSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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Remove or Hide Oracle AddressSummary: Is there a way to remove or hide the address from Oracle? Content (please ensure you mask any confidential information): We would like to know if there is a way…
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Seeking Guidance on Enabling Email Communication in Next Gen Help DeskDear Oracle Community, I recently implemented the Next Gen Help Desk and am now looking to enable Email Outbound and Inbound channels. However, I've encountered some cha…
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HR Helpdesk E-Mail notifications not working.Summary: HR Helpdesk Resolve and Escalate E-Mail notifications not working after doing the setup in Application Composer>HR Helpdesk > Notification Preferences. Agent no…
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Redwood - HR Helpdesk - Queue Access when resource is removed from the QueueSummary: Hi All I have encountered a small issue. An agent is removed from a queue ie Learning and Developement and they can still see the requests assigned to the queue…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Do we have feasibility in HRHD to raise Helpdesk request by CandidatesSummary: Helpdesk request by Candidate Content (required): We have a requirement that Candidate should raise a HRHD ticket for any queries in their recruitment process. …
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Knowledge report don't return any resultsSummary: Hi, I have an Issue on data, Standard Dashboard reports don't return any data Path: All knowledge by month - all article linked knowledge article suggestions - … -
Calendar invites in HRHD/Case ManagementHello - does anyone know if there are any plans to integrate calendar invites with HR Helpdesk or Case Management? It'd be useful to be able to send these from messages …
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Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S…
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Reschedule Elastic Search PublishSummary: Reschedule oder Cancle Elastic Search Publish Content (required): I have a question about Elastic Search Publish and I hope you can help me! The user who create…
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Is there any document which highlights the difference between HR Help Desk Classic and RedwoodSummary: Is there any document which highlights the difference between HR Help Desk Classic and HR Help Desk Redwood (NextGen) Content (required): I am looking for some …
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Redwood HR Help Desk - Create notification - Subject lineSummary: Hi Experts, I need some advice regarding the notification which is sent to the employees when a request is created. I have created an object trigger against the…
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How to tell the last refresh (P2T) from my TEST environment?Summary: We just want to know the last refresh date of the current TEST environment for Fusion ERP Content (required): How to tell the last refresh (P2T) from my TEST en… -
Can Knowledge Locale naming be changed?Summary: Changing of Knowledge Locale names Content (required): Customer would like to use Knowledge Locale, however they do not agree on how they are named. They would …
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Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the ButtonSummary: ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the Button Content (required): Hello, Is there a way to customize the Company… -
Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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Agent is repeatedly getting browser cache errorSummary: Agent is repeatedly getting browser cache error Content (required): Agent is repeatedly getting browser cache error "Ensure the logged-in agent is defined as a …