Classic HR Help Desk
Discussion List
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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon… -
Based on the Category the Severity should be selected by default in Help Desk ModuleHi Team, Requirement: Auto-Populate Severity Based on Category Selection in Create Help Desk Request Page Module: Help Desk Page: Create Help Desk Request Business Requi…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
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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Is there the possbility of delete the Help Desk Request in status Closed?Hi everyone, we need the possibility to delete the Help Desk Request in status Closed, but when we select a request Closed, when we click on three dots under Actions, th…
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Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
Oracle Fusion Help Desk Classic to Redwood Migration : What You Need To KnowHosting a live session on 2 July covering what the migration of Oracle Fusion Help Desk from Classic to Redwood involves and how to plan for it. If you have already migr… -
How can I sync the status of my requests in "My Help"?Hi everyone! In the action "My Help" we have a problem with the status of requests. As you can see from the first image, in the section "View My Requests" we see the sta…
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How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
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Add Time Remaining Field to the Landing Page of HR Help DeskSummary: Hi Everyone, Wanted to check if we can add Time Remaining field available to add on the Landing page of HR Help Desk. We generally have this field available onc…
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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SQL query to fetch Auditing Details in HR Helpdesk moduleHi, I have a requirement to write a SQL query in BIP to fetch the Audit information in the HR Helpdesk Module. I am required to fetch the Business Object Attributes when…
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How to remove 'Internal' action from Create Request (My Help)Summary: We have disabled Internal Helpdesk from offering. We dont even have the Internal Helpdesk roles. Still, 'Internal' option is coming up under Create Request on M…
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How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…
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Why is the “Assigned To” field not populated automatically after queue assignment in Case ManagementSummary: Case “Assigned To” field not populated automatically after queue assignment in Case Management Content (please ensure you mask any confidential information): Hi…
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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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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… -
Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide…
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Is this profile option ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS set to NO after upgrade ?Summary: Hello Experts, Did anyone notice the profile option automatically set to NO after an upgrade ? -ORA_ENABLE_QUEUE_MEMBER_NOTIFICATIONS Recently we had an upgrade… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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Object workflow not triggering notification in bell iconSummary: I have configured a notification in email template and created object workflow, An Acknowledge email should be received to employee when helpdesk request is cre…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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How to disable Channel Type in HR Help DeskSummary: For HR Help Desk Requests, we would like to only have 'Email' and 'Web' as the options available in the drop down list. Content (please ensure you mask any conf…
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HR Help Desk: custom fields not available as filters in “My Open HR Help Desk Requests”Hello, we are working with the HR Help Desk module in Oracle HCM Cloud and we have a question about the filter configuration in the following page: My Open HR Help Desk …
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Custom Object Triggers Missing from Notification Preferences LOVHi Everyone,I am trying to implement a requirement where an Agent and HRHD Manager are notified if a ticket remains inactive (no updates) for more than 3 days. We are us…
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Automatic closure of HR Help Desk Service Requests (VIM category)Hello Oracle Support Team, We would like to confirm whether it is possible to automatically close certain HR Help Desk Service Requests based on their category. In our c…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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Unable to search for terminated employee using Hr Help Desk Employee Search featureSummary: Unable to search for terminated employee's under Employee Search for HR Help Desk Content (please ensure you mask any confidential information): The Employee Se…