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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Classic HR Help Desk Migration ResourcesYou may view the official deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementations of HR He… -
Recap of 26A Help Desk, Case and Knowledge FeaturesSummary: Here is a list of features that were released in 26A. NOTE: To access the links to the videos, you must have a login to Oracle's video hub. For more information… -
Product Group Values are not appearing in HR HelpdeskWe have a requirement to capture the type of HR Help Desk request using the Product Group field. To achieve this, we created and published the required Product Group in … -
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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Creating Fulfillment Instructions within an Action PlanSummary: We have lengthy instructions for agents, but do not justify a knowledge article. We've got them configured and mapped from the description to the subject, but t… -
Access Groups not workingSummary: Added two access groups Group 1: Group Members: Employee A Object Rule: Allows full access Condition: Cases with Case Type = 'XXXXX' Group 2 Group Members: Empl…
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Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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How to remove 'Internal' action from Create Request (My Help)Summary: We have disabled Internal Helpdesk from offering. We dont even have the Internal Helpdesk roles. Still, 'Internal' option is coming up under Create Request on M…
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Ensure multiple agents cannot work on the HR Help desk case at a timeSummary: Evaluate and define a future-state solution within Oracle HR Help Desk (HRHD) to provide real-time ticket ownership visibility and prevent multiple agents from …
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Redwood HR Help Desk – Auto Assign Action Plans Based on Request CategoryHi Experts, Would like to know if it is possible to automatically assign an Action Plan when an employee creates an HR Help Desk request and selects a specific category.…
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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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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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how to add Informational text within a Custom Field for Next Gen HR Help DeskWe have some custom Filed under HR helpdesk , Customer has a requirement to show some information under those field , like a Help Text , Unable to add them using VBS. an…
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Has anyone been able to create an action plan with decision making logic?Summary: We're looking to put some decision making logic in our action plans, but can't seem to figure it out without creating hundreds of action plans that the team wil…
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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Moved: Can we limit the visibility of conversation messages in HR Help Desk?This discussion has been moved. -
HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'… -
Workflow automation in 25DHas anyone tried turning on workflow automation feature in 25D? I attempted to enable this in the workflow preference screen and the moment I attempt to save it, I get '…
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How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
I want to to hide action button in employee search detail page from help desk requestIn VBS Page, this is the error I have got when I tried hiding the action button. Even after creating the new rule set and after unchecking the action box also, the actio…
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Generate Knowledge Article from source document using AISummary: Error while generating Knowledge Article from document Content (please ensure you mask any confidential information): We are trying to generate a Knowledge Arti…
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External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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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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How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
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Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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How to change case status when a user responds?I have a requirement to update the case status when the user responds back to the email conversations. This will help the case manager to understand that the user has re…
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Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th… -
Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…