Classic HR Help Desk
Discussion List
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How can I be notified when a customer replies to a message?Summary: Hi, Employee posts a message → assigned HR Help Desk agent receives a Bell notification → recipient/message controlled from Notification Preferences. I followed… -
Is it Possible to rename 'Parent Page' name in Helpdesk?Summary: We have a requirement to Rename 'Parent Page' to 'Back'. Is it possible to customise and rename this field? We tried to check through VBS but there is no Fragme…
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Auto populate severity to high when Critical field is turned onSummary: We want Severity field to auto update to high when Critical flag is turned on. I tried the below server script( Application Composer —> HR Helpdesk —>Server Scr…
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Regarding HR help desk requests SLA'sSummary: Hi team, Can you please suggest me how to configure SLA's based on Category in HR Help Desk Content (please ensure you mask any confidential information): Versi…
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Escalate Action Not Available in Redwood HR Help Desk After Migration from Classic Help DeskSummary: Hi Team, Escalate feature is not able to see when we edit the helpdesk request after redwood migation from Classic. After migration, users are able to: Access R…
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how to bulk upload service requestSummary: What is the best way to import sr in bulk in hr helpdesk , I checked there is no hdl available,please advise Content (please ensure you mask any confidential in… -
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…
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Restrict HR Help Desk Request Access for Secondary Contacts Based on Queue – Next Gen HR Help DeskHello Team, We are looking for guidance on configuring data security for HR Help Desk Requests in Oracle Fusion Cloud Next Gen HR Help Desk, specifically to restrict HR …
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Not able to add Attribute Mapping in Action Plan Action for Type Article for HelpdeskSummary: Not able to add Attribute Mapping in Action Plan Action for Type Article for Help Desk Content (please ensure you mask any confidential information): When click…
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Action due date override doesn't override the next step due datesSummary: We have enabled the override for Due dates in Action plan steps using profile option "ORA_SVC_AP_ENABLE_ACTIVITY_DATES". Override is working for first action in…
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Is there a way to enable Company/Business Unit on affected party field on Help Desk?Hello, We have some users that have multiple assignments active at the same time and it's difficult for the HR Help Desk user to identify the correct person while creati… -
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… -
Classic HR Help Desk Migration ResourcesYou may view the official, original deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementation…Michelle Walter-Oracle 3.4K views 21 comments 5 points Most recent by Michelle Walter-Oracle Help Desk -
Regarding helpdesk survey configurationSummary: Hi Team, can you please let me know where we can found the helpdesk request survey configuration. Once agentvresilved the request and employee received the noti…
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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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HR Help Desk Requests created through inbound email not automatically assigned to a queueSummary: We are currently doing helpdesk migration from classic to Redwood. We are facing an issue with automatic queue assignment for HR Help Desk Requests created thro…
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Inactive Document Types displaying in Copy to Document Record feature in Help DeskSummary: Hi All, We recently enabled "Copy to Document Record" feature in HR Help Desk and noticed that the document type LOV is displaying the Inactive document types a…
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My login does not work via my company tenancy (IDCS), but i am able to login into oracle.com accountI am able to login through oracle.com, however, I am unable to login to oracle my support that requires tenancy and IDCS verification. Where could be the issue?
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Escalate feature is not showing on help desk requests after migration from classic to RedwoodSummary: Escalate feature is not showing on help desk requests after migration from classic to Redwood. Could you please suggest asap Content (please ensure you mask any…
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Disabling email from a specific queue/channel in help deskSummary: We have multiple channel/queues, we want a specific one to not send any outbound/inbound emails, how can we meet this requirement? Content (please ensure you ma…
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Regarding the bell notifications triggered when new helpdesk request is createdSummary: Hi Team, I have migrated helpdesk from Classic UI to Redwood UI. Triggers has been enabled and it is not showing under notification preferences. Could you pleas…
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Need Category Selected in HR helpdesk automatically assigns to queueSummary: When an employee submits an HR Help Desk Request without selecting a Category, the Category field remains blank on the created request. We would like to default…
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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self service request in "my help" are not visible by the employee who created itSummary: Employee is able to submit a service request in "my help" but they cannot view it after submitting. They also cannot see existing knowledge articles in "my help…
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Other communication channel is not available under Help Desk offeringSummary: Hi team, please review and suggest why Other communication channel is not available under Help Desk offering I can see only Email Communication Channel under he…
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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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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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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…
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Email sent from Groovy trigger contains content not defined in the configured Email TemplateSummary: A Groovy Before Update trigger is being used to send an email notification through an Email Template. However, the email received by the user contains not only …