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 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… -
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… -
Language translation option in Helpdesk for agentsThe client requires that if an employee submits a Help Desk request in any language other than English, HR agents should have the capability to translate the request con… -
Action start date populated incorrectlySummary: We have created action plan templates with actions associated to them we require the start date to be mapped to a custom field however when we add the action pl…
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HR Help Desk standalone without HCM CoreSummary: Has anyone implemented standalone HR Help Desk and case management without implementing HCM Core? HCM master will be another non Oracle application with HR Help…
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What are the approaches for Microsoft teams integration with Oracle fusion procurement contractsSummary: How do integrate microsoft teams with Oracle fusion procurement contracts, are there any demos or any solutions available ? Content (please ensure you mask any …
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Is there a way to filter the list of SRs by Primary Contact email address?Summary: My client would like to pull a quick report out of the UI to show Primary Contact name and email, I know we can add Primary Contact Email Address to the layout …
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Table name to fetch the Case Relationship detailsSummary: Hi Team, Could anyone please share the table name which stores the Case relationship details? Content (please ensure you mask any confidential information): Ple…
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guardrail not working fine for multiple agent rather than how it works in single agentSummary: 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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HRHD Admin Unable to View Infolet Data Across Organizational HierarchyWe have a requirement for the HR Help Desk (HRHD) Administrator to view complete infolet data for all teams and managers within their defined organizational hierarchy. H… -
Hiding Product Field in Knowledge Authoring Pages Using VBSWe are currently working on a requirement to hide the Product field from the Knowledge Authoring pages. During an HRHD Knowledge session, we heard that this might be ach…
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Configure Status to show limited list of values depending on Case Type selectedSummary: Is there a way to limit the list of values in the Status field depending on the Case Type selected? For Instance in Case Management, if the Case Type selected i…
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Action plan name in Help Desk-HR Service Request Action Plan Actions Real timeSummary: Hi Team, While creating an OTBI report using the subject area "Help Desk - HR Service Request Action Plan Actions Real Time", we are able to see the Action Plan…
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Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request ?Summary: Which License Required for Creating Maintenance Work Orders From Internal Help Desk Request Edit Page? Content (please ensure you mask any confidential informat…
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When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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Is Guided Journey available in Help Desk page?Hi everyone, We are currently exploring the possibility of leveraging Guided Journeys within Oracle HCM Cloud Help Desk (Redwood) pages using Visual Builder Studio (VBS)…
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Pro Tip - Understanding Bug and Defect Handling in Oracle SupportThis Pro Tip explains how Oracle Support manages bugs and defects in Oracle applications, including how issues are evaluated, tracked, and resolved. Understanding this p…
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Pro Tip - Understanding Pod Sizing for Fusion ApplicationsThis Pro Tip provides an overview of pod sizing in Oracle Fusion Applications and explains how resource allocation impacts system performance. Pod sizing ensures that ap…
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Pro Tip - Understanding Customization Guidelines in Oracle SupportThis Pro Tip provides an overview of Oracle Global Customer Services Customization Guidelines and explains how customizations impact support interactions. Understanding …
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Pro Tip - Navigating Help Center DocumentationThis Pro Tip provides an overview of Oracle Help Center documentation and explains how to effectively navigate available resources. The Help Center offers comprehensive …
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Pro Tip - Understanding Patching Options for Fusion ApplicationsThis Pro Tip provides an overview of patching in Oracle Fusion Applications, including available patching options, scheduling, and best practices for managing updates. P…
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Pro Tip - Escalations and Manager Requests in Oracle SupportThis Pro Tip provides guidance on how to request management attention for a service request (SR) within Oracle Support. The escalation process is designed to ensure that…
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Pro Tip - Understanding Quarterly Updates for Fusion ApplicationsThis Pro Tip provides an overview of Oracle Fusion Applications quarterly updates, including what they contain, how they are scheduled, and how to prepare for them. Quar…
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Pro Tip - Creating Environments in Oracle Cloud ConsoleThis Pro Tip provides an overview of how to create Fusion Applications environments using the Oracle Cloud Infrastructure (OCI) Console. Creating environments is a key s…
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How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u…
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Pro Tip - Working with Implementation Support Leads (ISLs)This Pro Tip provides an overview of Implementation Support Leads (ISLs) and explains how they support your organization throughout the implementation lifecycle. ISLs se…
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A database constraint was violated while storing the changes in the database in CX Sales ActivitiesSummary: When we try to change any fields or status in the Activities it is showing A database constraint was violated while storing the changes in the database error wh…
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Pro Tip - Understanding Oracle Technical Support PoliciesThis Pro Tip provides an overview of Oracle Technical Support Policies and explains how they define the scope, procedures, and service expectations when working with Ora…
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Pro Tip - Using the Support Site for Fusion ApplicationsThis Pro Tip provides an overview of the Oracle Support Portal and its main features for Fusion Applications users. Understanding how to navigate the support site enable…
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HR Help desk: object workflow not sending notification when request is createdSummary: We configured our object workflows for HR Help Desk to mirror our Service Request object workflows. We are getting notifications for our updates to requests but…