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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Want to know more about AI in Help Desk?We’ve been getting a lot of questions about AI and its use within Fusion Help Desk in the Redwood experience. We understand! Adoption of AI is moving quickly, and we hav… -
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…
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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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Pending workers are not able to raise helpdesk requestWe've assigned the Next Gen Helpdesk User role to pending workers, and they're able to select their details in the Primary Point of Contact, but not able to submit the r… -
Internal service Help Desk request Infolet page does not show any dataSummary: When we navigate to Help desk request, click on infolets button , infolets page open , every sub task information shows only zero data. Please help how we can e…
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In case management, can we restrict the primary contact like we do in HR Help Desk Requests?Summary: In case management, can we restrict the primary contact like we do in HR Help Desk Requests? For HR Help Des Requests, there are the below profile options. Is t… -
SmartActions as actions types aren't working as expectedSummary: In 25A there was a fab new feature allowing us to configure Action types as SmartActions, this made the action plans really powerful when a task was to add a do…
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Issue using SmartText in Description field in Case ManagementSummary: We've created SmartTexts to be used in Case Management in the Description field, it works fine in the Create Case Layout but not in the Edit Case Layout. The Sm…
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How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Increase character limit size in Case Management description fieldSummary: Is there anyway we can increase the character size limit for the Description field in Case Management? Currently the custom field only increases to 1500 charact…
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Service Requests created via Import Management visible in API but not in UISummary: I am trying to create Service Requests (SRs) using Import Management by uploading SR details through the standard import template. The import process completes …
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Next Gen Helpdesk issues with resolution code and OutcomesSummary: Hi All, We have migrated to next gen helpdesk, and we noticed that the outcome is not showing respective resolution code value in the drop down, we also tried c…
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Methods of filtering and searching for Service Requests that cannot be searched by person nameSummary: Methods of filtering and searching for Service Requests that cannot be searched by person name Content (please ensure you mask any confidential information): Cl…
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HelpDesk default queue clarificationSummary: Hello Everyone, We are seeking for inputs on the below points with respect to Helpdesk. How do capacities assigned to the resources work? If the capacity for al…
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Drag and Drop attachment isn't working in Help Desk or Case ManagementSummary: We are getting an error when we use the Drag and Drop attachment functionality in HR Help Desk and Case Management, this seems to be only happening since 25D we…
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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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Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this …
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Agents restriction to view SRSummary: The client requires that service requests (SRs) be accessible only to the agent who is actively working on or assigned to the SR. Other agents should not have a… -
How to enable automatic creation of HRHD request for MSS transactionsSummary: We have a scenario where when manager initiates any self service transaction such as Promotion, Termination, Change Manager, Transfer, a HRHD ticket gets create…
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HR Help Desk record summary not displaying all attachment addedSummary: An issue was raised by a client regarding the Summary page only showing one contact even though multiple have been added. I noticed the same behaviour happens w…
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Case Management section counters are not working for all casesSummary: I have some cases that include conversations and Team Members and contacts but the counter isn't updated to show the number of items in the section, this isn't …
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Characters limits for content entered into request Messages and Conversations and SmartTextsSummary: In HR Help Desk, what are the characters limits for content entered into request messages and conversations and SmartTexts? Content (please ensure you mask any …
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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Frequently used External Contacts in HR Help DeskSummary: Our client has a list of external contacts they liaise with on a regular basis when it comes to resolving HR issues, an example of this is their 3rd party payro…
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Access HelpDesk Request as Contact (25D)Summary: Hi Team, I am trying to enable the feature 'Access Help Desk Request as Contact (25D)', and stuck at below step. Steps to Enable and Configure: Under the Object…
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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: … -
Internal Service Request not display the assigned toSummary: Hi, anyone know why when I try to edit the internal service request. Sometimes, the assign to do not display the value. When you exit the service request and go…
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Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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Access HelpDesk Request as Contact (25D)Summary: Access HelpDesk Request as Contact Content (please ensure you mask any confidential information): User A created an SR and added user B who is a resource as a c…
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Next Gen Helpdesk Email Configuration for Compose MessageSummary: Hi All, We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is …
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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…