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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C… -
Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp… -
Can Case assignment be done automatically (similar to how Help Desk Service assignment is done)?Summary: Hello Team, Will it be possible to route cases to a particular queue to a specific resource/case worker based on assignment rules? I have been creating cases bu…
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Set notifications/reminders for the Create Appointment and Create Task smart actions.Summary: In Case Management I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues date is getting closer I would …
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Remove field from Smart ActionSummary: For the Create Task Smart Action I want to remove the 'Type' drop down menu. How would I go about doing this? Content (please ensure you mask any confidential i…
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ServiceNow integration with Next Gen HR HelpdeskSummary: Hi Experts, We have a requirement to setup an integration between Oracle Next Gen HR Helpdesk and ServiceNow tool. As per the business process, all HR related e…
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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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Add Contact action in case management is not loading any namesSummary: The Add Contact action in case management is not loading any names. When I select the Add Contact it looks like its about to load names but then nothing is list…
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Nextgen Helpdesk : Helpdesk Manager not able to view dataHi All, I am trying to login as Helpdesk Manager to view all the service tickets. But I am unable to view of any of the details Scenario 1: I tried to login as agent and…
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Usage uom is not appearing in maintenance resource page in oracle fusionSummary: 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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Some fields in quick edit flow (25C feature) are not editableI have just enabled the quick edit feature listed in 25C release notes by turning on the ORA_HD_ENABLE_QUICK_EDIT profile. We have got multiple standard and custom field… -
What's the recommended practice to HRHD SR assignment to HRBP based on countries or categoriesSummary: Hi, Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Pa…
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We want to use the existing email channel in "Start Internal Conversation" in Redwood HRHD.We are using Redwood UI for Oracle Fusion HCM – HR Help Desk (HRHD). We would like to use an existing email channel for initiating start internal conversations within a …
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I can't see a list of contacts for Primary Contact option when creating a CaseHi, can anyone give me some insights on how Primary contact and Household are populated in HCM Case management(create Case)? As of now, the list is coming up empty for m…
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Is it possible to trigger a survey once HR helpdesk ticket is resolvedSummary: Is it possible to trigger a survey once HR helpdesk ticket is resolved Content (required): We have a requirement from customer if surveys are possible. Is it po… -
Pages/layouts to be displayed based upon the category selection by the HRHD agentsSummary: Pages/layouts to be displayed based upon the category selection by the HRHD agents Content (please ensure you mask any confidential information): We are migrati…
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Unable to remove contact from helpdesk requestHi All, When trying to delete a contact in a helpdesk request, I receive the below error and am unable to remove the contact. They are not the primary contact. Does anyo…
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HR Helpdesk tickets not being auto-assigned to agents and queuesSummary: We are using classic HR Helpdesk. From past few weeks, our Helpdesk tickets are not being auto assigned to agents even though the agents are available and have …
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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Are there any flexfields available for Internal Help desk request?I've been looking for flexfields while creating an Internal Help desk request with no success. Are there flexfields avaible for this task? -
HRHD - Change in Communication ChannelSummary: We have a process that a user sends an email to our HRmailbox in outlook, and it relays to Oracle HCM and creates a HRHD ticket and responds with an email to th…
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Send notification to Assignee Resource as a reminderSummary: Send notification to Assignee Resource as a reminder Content (please ensure you mask any confidential information): I have created some custom date fields on th…
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Clarification: "My New Messages" vs. "My Messages" in Oracle Fusion HCM HR Help DeskSummary: We are seeking clarification on the functional difference between the "My New Messages" and "My Messages" quick action icons within the Oracle Fusion HCM HR Hel…
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Location for custom Lookup fields created in Application composerSummary: When I create my custom fields in Application Composer for Case and HR Help Desk objects is there a location in Set up and Maintenance I can access when amendme…
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How to see full list of multi select values (Help Desk Redwood)Summary: I have a created a custom multi select field in HR Help Desk Redwood and the client have asked that all the values be displayed as they wouldn't know that other…
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Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
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Case and Request relationship table not showing affected personSummary: When linking a case to case or case to request and vice versa I can see the list of requests or cases I can select from (as shown below). However, I was trying …
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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'Can't add message' error when adding attachment to internal note - Redwood HelpdeskSummary: We have made some Data Security Policy amendments to a custom agent role relating to attachments so that agents cannot see internal attachments on HDRs that the…