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HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?

in Help Desk

Hello all,

I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality.

Currently:

  • In the ORA_HD_EMPLOYEE_ACTIONS profile (Site level), I have enabled Reopen Help Desk Request.
  • This allows users to reopen requests from the self-service portal, but at the same time, if a user replies to the closure email, the ticket reopens automatically.

My goal is:

  • ✅ Allow reopening from the UI only
  • 🚫 Prevent email replies from automatically reopening the ticket

I noticed that the “Manage Service Request Processing Rules” task is not visible in my environment, so I cannot create a rule to block email reopen.

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