User Experience
Discussion List
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro… -
Is it possible to merge two Users in Cloud Customer connect ?Summary: I need help mering two accounts, one which got created when I was working in Oracle and one which got created in current company ? Content (please ensure you ma…Venkat Jagan Pakala - Costing 2 views 0 comments 0 points Started by Venkat Jagan Pakala - Costing Help Desk
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Dedicated Knowledge Articles Page with Enhanced UIHello Experts, We are exploring the possibility of having a dedicated page for Knowledge Articles in Redwood UI in Oracle Cloud, accessible via its own tile on the Sprin…
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Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
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Helpdesk LinkedIn Channel visibilitySummary: In Helpdesk when we try to create or edit the helpdesk request, we are seeing Linked in as a new option in the Channel. It is there in all non-production pods j…
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Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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CVE-2025-61884 Advisory for Oracle E-Business SuiteSummary: Hi, Our client is using Oracle Fusion Cloud instance. They have received the notification on CVE-2025-61884 Advisory for Oracle E-Business Suite (Doc ID 3107176…Sugirtha 120 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Applications Security
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Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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Need help creating Teams integration for HRHD.I am trying to create Teams integration for HR Helpdesk but i am stuck in the first step itself wherein a new app has to be created in teams. Can someone please help by …
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HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
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Is it possible to customize the FUSION Saas Application URLSummary: Is it possible to customize the Fusion Saas URL Content (please ensure you mask any confidential information): Version (include the version you are using, if ap…ramchandra 22 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Applications Security
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How to disable Classic HR Service Requests and remove the access to all users?We have decided that we will discontinue using Classic HR Help Desk. Because of that, we'd like to disable this to our system and also remove the access to all users (fo… -
Why am I not able to view any tickets in help desk queue with in test environmentMy security access in production environment matches test, but I can view all help desk tickets in production and none in test environment. Can anyone give me some advic…
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Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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In the Next Gen agent landing page are we able to enable a search filter for Person/Worker number?Summary: I am working with a client who uses Person/ Worker numbers to identify staff, it is widely used and users know to use it when requesting support across HCM. My …
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Attachment restriction in Expenses moduleSummary: I just want to confirm the restriction in attaching documents in Expenses module: How many attachment is allowed? What is the maximum limit size of documents yo…
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Seeded role tagged to user in created by column in backendSummary: Hi Team. Oracle has created seeded roles as part of 25C, but when we check those roles from backend its tagged to user as created by Query: select * from ASE_RO…REDDI_GH 21 views 4 comments 1 point Most recent by Andrada-Oracle Fusion Applications Administration
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
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Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…