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 to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in… -
Job title is blank when adding the Contacts to the Help Desk SRsSummary: When new contacts are added the Job title field seems to blank. Which field is this referring to and how can we fix this so the title shows? Content (please ens…
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Reopen Help Desk Request smart action isn't availableSummary: I'm looking at enabling the "Reopen Help Desk Request" smart action, but I'm not seeing it as one that is available to enable. Has anyone encountered this or am… -
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…
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IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu…
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Ready Made Groovy Scripts for HR Help Desk?Summary: Afternoon, I was wondering if anyone had any ready-made scripts to use as I am facing a massive issue with the notifications. Not even Oracle Support has been a…
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The Primary contact column appears blank in HR Help Desk for RedwoodSummary: The Primary contact column is not listing the person associated with the request. I have enabled the Primary Contact via Adaptive search and run a full publish …
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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How Are Average Wait Time and Expected Wait Time Calculated in Oracle Live Chat?We are configuring Oracle Live Chat and have a question regarding the queue metrics displayed to customers. When a customer is waiting in the queue, the chat widget show… -
Help Desk: Display Sender Email for External Users, Vendors, and Ex-EmployeesWe have a requirement to fetch and display the sender's email address in both the Help Desk list view and the ticket details page. To achieve this, we created a custom f…
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For Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments availableFor Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments available when a subcategory is selected that requires specific forms attached
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Is it possible to update the acknowledgement email that is sent when a HR Helpdesk SR is createdWhen an individual sends an email to the HR Helpdesk, if that individual isnt recognised as an internal employee, the SR is created but without a contact. The individual…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau… -
Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. https://docs.oracle.com/en/cloud/saas/fusion-servic…
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HRHD Category Lookup list for coveragesSummary: I have been asked to add Category as a custom column for HRHD milestone definitions. I have created the column as per standard documentation, however I'm unable… -
"To" field in Conversation in HR Help desk not returning any valuesSummary: To field To" not retuning any values for Next Gen HR Help Desk Agent role. What area is this LoV controlled by? Release: 26A It works for manager and admin role… -
Failure to save Assigned To when transferring SR to "another set of resources"Summary: When transferring a Service Request (SR) by selecting "Another Set of Resources" under the "Transfer This Service Request To" option and clicking the "Transfer"…
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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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Based on the Category the Severity should be selected by default in Help Desk ModuleHi Team, Requirement: Auto-Populate Severity Based on Category Selection in Create Help Desk Request Page Module: Help Desk Page: Create Help Desk Request Business Requi…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Is HR help desk part of HCM or Customer Experince-Services?Most of the documentation I’ve reviewed suggests that HR Help Desk is part of the HCM module. However, when I try to make changes to some of the Redwood pages or review …
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Mass Update – Queue/Detail List Not Populating While Updating Service RequestsSummary: We are experiencing an issue while performing a Mass Update on HR Service Requests in Oracle HR Help Desk. When multiple Service Requests are selected and the U…
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AI Agent workflow: error when following configuration stepsSummary: I am trying to set up the AI Agent workflow for HR Help Desk Redwood but when I try to apply the below steps I get the error message below: Content (please ensu…
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Route tickets based on custom fieldHi, I am unable to meet the automatic routing of help desk tickets requirements based on the fields available in Manage Service Assignment Rules and Objects. Is there an…
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Help Desk menu options not visible in new podSetting up the new Pod (B) and no seeing the menu options under helpdesk like it is in our Pod A Below is the screenshot of the help desk menu options visible in our POD…