Classic HR Help Desk
Discussion List
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Categories in HR Helpdesk are only Appearing for One Business Unit Name OnlySummary: Hi experts, my team is currently trying to implement HR Help Desk. We have found that only categories associated with a particular Business Unit Name are availa… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat… -
List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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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…Michelle Walter-Oracle 3K views 19 comments 5 points Most recent by Michelle Walter-Oracle Help Desk -
Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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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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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Unable to see list of previous requests raised as employeeSummary: I am raising a request as an employee in my non prod environment but I cannot see the list of previous records I created previously? Content (please ensure you …
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom… -
Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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How to restrict Hr Helpdesk tickets to be edited once its created?Summary: We want to restrict any editing in the "Subject" and "problem description/Service request details" fields by the user or the agent that means no one should be a…
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t… -
Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Is it possible to create an HR Help Desk custom field with LOVs retrieved from data in the core HR?Is it possible to create an additional custom field in Classic HR Help Desk and the field will retrieve LOVs from another object like core HR? Requirement: Create a cust…
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Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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Classic HRHD - Application error displayed while Creating and Accessing HR HD SRsSummary: Application error is displayed while creating and accessing HR Helpdesk SRs. Issue is seen for Employees/managers/Agents - everyone. NOTE: Initially, Issue occu… -
Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …
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Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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ORA_CSO_GEN_Q_ANSWERING not working – Question Answering (Golden Answer) not appearing in Redwood KnSummary: We are attempting to enable the Question Answering (Golden Answer) feature for Redwood Knowledge in Oracle Fusion Help Desk. Although all documented prerequisit…