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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… -
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 in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k…
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My Client is using classic HRHD. Is it possible to move to redwood without migrating to NextGen HRHDHi Team, We are using Classic HRHD. To implement Redwood, can we just enable the "Redwood User Interface for Service" feature within Service Offering? or do we need to m… -
Is it possible to create ticket in Helpdesk start with certain range ticket number.Hi Team Is it possible to create ticket in Helpdesk start with certain range ticket number. like Ticket Number starts with 60000
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REST API for internal help desk (Actions and Plans)Summary: Hi All, Just want to know if there is any REST API so that we can update the status from Not started to Completed for below internal service request (Actions an…
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Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
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Customised multi select field is getting error messageSummary: I have created a customised multi select field called Request Category. It is being used in HR Help Desk Redwood. When i select more than one value I keep getti…
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Duplicate tickets identificationHello Team, Is there any mechanism to identify duplicate tickets/similar tickets raised in hr helpdesk when employee raises them, such as a pop up? Regards Rajaraman S
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Is it possible to add values under document category while uploading files?Hello Team, While creating a case, when a document is being added/loaded, under the type, instead of miscellaneous, can other file type names be added? How to do so and …
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Unable to hide Status and Priority fields in Case ManagementSummary: We are not using seeded status and priority fields in Case management, instead we are using statuses as Step 1 and Step 2 and Step3. We have marked these fields…
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Send notification if HRHD ticket status is waiting for x number of daysSummary: We have a requirement to send a notification to requester if HRHD ticket status is waiting on X number of days. Anyone can please help me with a steps along wit…
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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OLC | Help desk modify field listHello all, I need to update the list of available values in the Category and Classification fields. In which section can I modify this list? Is it possible to make this …
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Is there a way to extract audit log entries related to configuration changes in Oracle?Summary: We have an audit requirement request to extract of all audit log entries related to configuration changes within Oracle Fusion's Catalog modules. This includes …
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Is there a way to extract audit log entries related to workflow, rules, approval in Oracle?Summary: Our auditors would like to have an extract of all audit log entries documenting changes to workflow definitions, rules, approval hierarchies, and notifications …
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Auto assignment and ability to switch on 'Availability' option in Help desk are not working.Hi Team, Can someone please help us on the below? It appears as though the auto assigning of Help Desk tickets is not working. We have set up queues and queue resources …
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Action Plan Action set up: Case not listed under ContextSummary: When I try and create an Action Plan Action within Set up and Maintenance I am unable to see the Case option under Context? I have enabled Case Management and e…
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Data import to helpdeskSummary: Import Data into Oracle Fusion Next Gen HR HD from 3rd party Application Hi All, We are implementing Next Gen HRHD, what to explore an options to import data fr…
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Restrict or Hide seeded Knowledge article content typesSummary: I have a requirement wherein the client is only implementing HR Help Desk. Now I want to restrict/Hide/Inactivate the content types for Knowledge articles to HC…
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HR Help desk: object workflow not sending groovy notification.Hi Experts, Summary: We are configuring an object workflow to send an e-mail if a request has been in status "Waiting" for 7 days. The workflow is triggered, but the e-m… -
OLC | we are not able to open the tab "help desk request"Help desk > Help desk requests Hi all, When we try to open the tab "Help Desk Requests" we are addressed to a white page. We are addressed to a page that is called Oracl…
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Celebrate - Admin access to award or redeem points in CelebrateSummary: We are looking for a solution where the points can be awarded centrally by HR Specialist / Admin users. Currently a manager can award or recognize anyone from t…
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Add a person search custom field helpdesk redwoodSummary: We want to add a custom field called 'concern is about' which should be a person search in Redwood on Service Request page under helpdesk module. Content (pleas…
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Milestone notification are not working from either Object workflow or Groovy scriptsSummary: I have attached the steps involved in creating a milestone as well the notification triggers. I created it using Object workflows or Standard Object (Groovy scr…
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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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How to create SMS notification for HR Help Desk issues?For HR Help Desk and case management, we can create notifications via groovyscripts and notification preferences for bell and email notifications; how to create them for…
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Not able to view created articlesSummary: The article has been created and published, still does not show up when searched. Content (please ensure you mask any confidential information): Version (includ…
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this article has been deleted or unpublished from the knowledge base and is no longer available err.Summary: HI Team, We are getting "This article has been deleted or unpublished from the knowledge base and is no longer available." error. The knowledge author created a… -
Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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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 outlook be integrated while creating an appointment in regard to the service requestSummary: Can outlook be integrated while creating an appointment in regard to the service request Content (please ensure you mask any confidential information): Hi, We w…