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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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… -
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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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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Use Help Desk Gen AI Assistance for Employees not working for usersI've followed the steps outlined in the release notes for "Use Help Desk Gen AI Assistance for Employees" in the 26A release. However for the end users the agent is resp…
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Relationship value is failing to update when items are addedSummary: When adding items to the Relationship section in on the Case Management form the value is still showing as 0. This has been tested on both Edge and Chrome brows…
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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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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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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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Is it possible to create custom notification for the action conversation update.Summary: I am implementing HR Help Desk module , is it possible to create custom email notification for the action of conversation update in HR Help Desk Request, basica… -
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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How to Restrict Case Visibility for Case Workers While Allowing Case Managers Full AccessSummary: I want to configure it so that: Case Workers can only view the cases assigned to them (or those they are team members of). Case Managers have full visibility ov…
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
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In HRHD, How do I make the case numbering convention start from 1?Summary: We’re configuring Case numbering for HR Help Desk (HRHD). We can set Prefix and Radix on Manage Public Unique Identifier Sequence Generation for the Case object…
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which duties and privileges allows to access Manage customerSummary: How to access the action menu in Manage Customer page Content (please ensure you mask any confidential information): Version (include the version you are using,…
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Approval Process in Case Management and HelpDesk in 26ASummary: Hi Team , As part of the business requirement, we need to enable an Approval Workflow in Case Management and Help Desk. The workflow should function based on th…
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Can we create email drafts in HR Help Desk (Next Gen)?In the legacy Help Desk tool, we were able to create email drafts to be stored for later. Now, the feature doesn't appear anywhere within Next Gen HR Help Desk email com… -
Queue-based notifications for all agentsSummary: Queue-based notifications for all agents Content (please ensure you mask any confidential information): Hello, we are currently using Oracle HCM Help Desk and w…
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Internal service Request (ISR Helpdesk)'The Value Of The Attribute Reported By Party 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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SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev…
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
Agent unable to see SR on Agent Page but receiving the mail.Summary: Agent is not able to see assigned SR after receiving the mail. Content (please ensure you mask any confidential information): Version (include the version you a…
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Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay…
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Is there a way in Case Management to search Cases by Affected party Case Contact relationship type?Summary: My client uses Affected Party to search for SRs and Cases in their current system, they are currently implementing HR Help Desk and Case Management and I can't …
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Helpdesk Service Request Acknowledge Email Short text & User details QuerySummary: Hi All, We have a requirement to change the Acknowledge email when an employee sends an email to inbound email address(which creates an SR). We want a message t…
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Redwood - Oracle HR Help DeskSummary: I have assigned roles for the end user, agent, manager and administrator and the help desk requests are lost. Content (please ensure you mask any confidential i…
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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 … -
Oracle Next Gen HR Help Desk - Category field not working as intendedSummary: Hello Team, I have been trying to create an SR. However the category drop down is not working-it is not displaying as a drop down but as a search box only when …
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With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal …