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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Recap of 26A & 26B Features for Help Desk, Case Management & KnowledgeHere is a list of features that were released in 26A and 26B for Help Desk, Case Management & Knowledge. (NOTE: To access the links to the videos, you must have a login … -
Classic HR Help Desk Migration ResourcesYou may view the official, original deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementation… -
Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events! If you have a topic that you'd like for us to consider for a future event, please let us know.…
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How can a Case worker send email to non-case worker employees through conversation in Redwood?Summary: In the responsive UI there was a variable that could be turned on that would allow Employees to be set as conversation addressees. How can we replicate this fun… -
Error when Primary Contact uses the Close Help Desk Request action 26DSummary: I am working with a client moving them from Classic to Redwood HR Help Desk and we keep getting an error when a Primary Contact uses the 'Close Help Desk Reques…
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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Regarding the bell notifications triggered when new helpdesk request is createdSummary: Hi Team, I have migrated helpdesk from Classic UI to Redwood UI. Triggers has been enabled and it is not showing under notification preferences. Could you pleas…
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self service request in "my help" are not visible by the employee who created itSummary: Employee is able to submit a service request in "my help" but they cannot view it after submitting. They also cannot see existing knowledge articles in "my help…
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Is there a way to change the Outcome values in Live Chat - HelpdeskSummary: Hi, We want to change the Outcome values in Live Chat to match with our helpdesk outcomes. Do we have any option to change the outcome values. Thanks for your a…
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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he…
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Regarding helpdesk survey configurationSummary: Hi Team, can you please let me know where we can found the helpdesk request survey configuration. Once agentvresilved the request and employee received the noti…
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Live Chat - Snippets Unable to link Knowledge ArticlesSummary: Hi All. We have enabled the AI suggestions for Chat which allows agents to link Knowledge articles in Chat. We are getting suggestions however we are unable to …
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Can we limit the quick links in My Help by Country?We are looking to add a semi-large number of quick links on the My Help landing page soon for several different countries. We were wondering if it is possible to limit w… -
Is there a Malaysia knowledge locale yet, and if not, is there a way to rename any existing locales?Summary: For quite some time, we have been needing a preferred knowledge locale for Malaysia (Malay - Malaysia/Bahasa - Malaysia). So far there still has not been any up…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …
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Assignment rules with "assigned to" as candidatesWithout using Groovy scripts, is it possible to create assignment rules that automatically assign a HR Help desk request to a specific agent within a queue? We have a re…
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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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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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…
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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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AI agent not creating helpdesk requests with categories for employees from different Business UnitSummary: Hello All, We are implementing HR Helpdesk (26B), we enabled the AI agent for helpdesk and loaded the categories to RAG so that the AI Assistant can raise the t…
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Set Field length for Custom Field created via Application Composer in HR HelpdeskWe have created a custom field on the 'Create Helpdesk Request' page to capture Employee ID using Application Composer. It is a 'Number' field. We want to restrict the n… -
Add or Remove Fields from Primary Contact and Employee Pickers for Case PagesHello people! As per the new 26B feature for Case Management about Add or Remove Fields from Primary Contact and Employee Pickers for Case Pages - can we add new columns… -
Recurring Reminder Notifications Not Triggered for Tickets Remaining in 'X' Status on ISR ObjectSummary: The system is not sending email notifications at two-day intervals while the ticket remains in status 'X'. Created two custom fields: Captures the date and time…
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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action CustomizationWe are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration. We have a…