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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Is it possible to default any one email channel in Help Desk for composing the email.We have multiple email channels configures under 'support' purposes, but while composing the email from help desk page we wanted to set "Ask-HR" email channel as default… -
Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order … -
SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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Groovy Script to Send an Email Notification to Agents linked to a Queue for HR Help Desk RequestSummary: Hi Experts, I have a requirement where I need to send an email notification (email only, no bell please) to all Agents linked to a queue when the Status of a re… -
Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Enabling Runtime Messages for HR Help Desk in Application ComposerSummary: Hi Experts. I am trying to view runtime messages with the groovy script below. When the script runs, I receive the expected notifications, so I know the trigger…
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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
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Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this …
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Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
Oracle Fusion Case Management-Restricting Case Visibility to select users based on Case TypeSummary: Hello Team, We are trying to create a new role in case management where cases of a particular case type will be visible to a specific set of users who have that…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Internal service Request (Helpdesk)'The value of the attribute Installed Base Asset ID isn't valid'Summary: When user is having custom Employee role and Internal helpdesk agent role only and try to create ISR ticket in helpdesk below error is coming while click on sav…
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Security Setup to Restrict SQL Queries of All Fusion TablesSummary: We have a custom SQL Query role but it allows users to query all tables across each functional area. However, auditing requirements force us to restrict SQL que…
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Email from profile option set up to custom email address it is populating external flag with emailSummary: I changed the profile option SVC_OUTBOUND_EMAIL_FROM from noreply@oracle.com to other email, now when the acknowledgement emails are coming after raising an SR …
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How does the search in MyHelp work?Summary: As I understand it, when a user using the Search functionality in the MyHelp area it performs a key word search on existing SRs and knowledge articles (and Jour…
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Does the Min Max Planning Report in Fusion consider the Open Purchase Requisitions?Summary: Does the Min Max planning report consider the open Purchase requisitions that do not have a Purchase Order created yet in the list of sources to calculate the o…
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How to default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def…
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How to create milestone/Trigger if helpdesk ticket is unassigned or new status for 8 hours?Summary: We have a requirement where, if any Helpdesk ticket remains in New status for more than 8 hours, a milestone should be triggered. Currently, we already have mil…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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Is there a way to remove/hide Attachments categories while creating Help Desk Request? pls suggest.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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Unable to remove the 'Update Notes' feature from Action Plan ActionSummary: I am configuring Redwood Case Management system alongside Hr Help Desk. I have set up some Action Plan templates using the Compose notes Smart Action type and t…
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A… -
Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
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Start Internal Conversation With details is not capturing the email replies.We have configured a channel under 'Collaboration' Purpose for the email based reply for conversation so in all the scenarios it is working fine it is capturing the emai…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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How do I enable in HR Help Desk the "Get AI Assistance" button?Summary: I am going through the Oracle Lab whilst doing a refresher in some modules of the Oracle HCM Cloud: Human Resources Help Desk course, and I see that there's thi…
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Date-Effective Custom Fields in Case Management: Configuration or Workaround?Summary: We are currently working on Case Management and have a business requirement to capture date-effective information against a Case. Requirement summary: Business … -
Audit history in hr helpdesk showing wrong valuesSummary: I'm facing an issue with the Audit History for Service Requests in Oracle HR Helpdesk and I'm hoping for some clarity. When a ticket is reopened, the Audit Hist…