Oracle Cloud Help Desk 26C Release: What’s New?

Oracle Cloud Help Desk 26C introduces Redwood-driven experiences, AI-powered case creation,
and smarter request management—making employee support more intuitive, integrated, and
efficient. Organizations should prioritize migrating from Classic HR Help Desk to Redwood
before 27A to stay aligned with Oracle’s roadmap.

�� Key Enhancements in Oracle Help Desk 26C

1. Case Management
   AI-Powered Case Creation

 Employees can now create cases directly from AI conversations using the Case Creation
Agent.

 Impact: Minimal disruption, but requires setup to enable.

External Linking

 Cases can be linked to external documents and systems for better traceability.

 Impact: Small-scale change, optional configuration needed.

2. Help Desk Request Management
   Maintenance Help Desk

 Simplifies maintenance request and work order creation.

 Impact: None, but requires setup to activate.

Employee Identification by Phone Numbers

 Employees can now be identified by any of their registered phone numbers.

 Impact: Larger-scale change—important for organizations with diverse contact records.

3. Redwood Migration Reminder
    Oracle emphasizes migration from Classic HR Help Desk to Redwood prior to 27A.

 Why it matters: Redwood delivers a modern, consistent UI across Oracle Fusion apps,
ensuring long-term support and extensibility.

EnchantApps Oracle Cloud experts can help you with your 26C Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.