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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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,… -
Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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Access HelpDesk Request as Contact (25D)Summary: Hi Team, I am trying to enable the feature 'Access Help Desk Request as Contact (25D)', and stuck at below step. Steps to Enable and Configure: Under the Object…
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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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How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co… -
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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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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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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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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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… -
Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an…
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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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Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
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Help desk | after P2T which process we need to launch for help deskHi all, following the go-live of a P2T (Production to Test) migration, which processes should be initiated or scheduled to ensure full functionality of the Help Desk mod…
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automatic queue assignment based on HR help desk category is not workingSummary: I am trying to create assignment rules for automatic queue assignment based on category but when I assign the category, the queue is not getting assigned automa… -
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
HR Help Desk Command Bar issues since 26A?Summary: Only a few users are having issues with command bar that is not working since 26A update. The full list of actions is not available. Content (please ensure you …
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How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Assignment and RoutingHello Everyone, I am looking for a solution to the following scenario: When an employee raises a request under the Talent Management category in Oracle HCM, I would like…
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
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Can we remove the ticket number (service request number) while external contact messageSummary: Is it possible to remove the ticket number (Service request number) while external contact message/communicate in Oracle HR helpdesk system. Content (please ens…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.… -
Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Need to enable Triage AI Agent in Help Desk to auto classify Category.Summary: How do we enable this feature in our environment. We need to auto classify categories from Subject and Detailed Description of HR Help Desk Requests. 25D Docume…
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Case Management Conversation Response Through EmailSummary: Case Management Requirement: The advisor should send the investigation report to the department head and other stakeholders for approval, and receive the approv…
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Help Desk Redwood - Unable to delete a Contact added to a requestHello experts, our client has adopted Help Desk in Redwood page but it seems that if a contact has been added to the Request then it is not possible to remove the contac…
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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 …