To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Want to know more about AI in Help Desk?We’ve been getting a lot of questions about AI and its use within Fusion Help Desk in the Redwood experience. We understand! Adoption of AI is moving quickly, and we hav… -
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…
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Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k…
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The abstract "Resource" role consume any licensing aditional?Summary: If an employee is already a Fusion user, and a client needs to add the "Resource" abstract role to them in order to create internal service requests, this emplo… -
Bulk import of Resource team and associated team membersSummary: Hi Team, Is there a way to load resource teams in bulk, instead of manually creating it via Manage Resource Teams? Similarly can we load team members to the res… -
How to create a transmission of Consolidate Invoice with related childSummary: Example of invoice consoldated transmission with related child invoices Content (please ensure you mask any confidential information): Hi Oracle, we read a note…
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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 there a description of what each infolet is in the HR Help Desk Infolets area?We are trying to enhance our infolets in Help Desk but we're struggling to understand what each infolet is showing and where the data is pulling from. If there is any do…
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Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…
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Nextgen Helpdesk Resources and resource team - Ticket AssignmentHi All, 1.I would like to know what is the expected behavior when a queue has only resource team ( that has 3 members ) associated to the queue. So when a ticket is rais…
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HR Help Desk - Forward/Backward action of SR tickets in the Ticket details page not workingSummary: The forward/backward arrow in the SR ticket details page is not working according to expection. Content (please ensure you mask any confidential information): M… -
Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Helpdesk agent is able to see requests in other queues which he is not a part ofHi All, We are doing a testing. Helpdesk agent created a Request, Admin assigned it to agent1 of another queue. The former agent is still able to see the request. Is thi…
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Bulk Import attachments from Legacy to help desk/case managementSummary: As part of our HR Help Desk and Case Management implementation, we're exploring options for bulk importing attachments (e.g., PDFs, Word documents—including som…
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can there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
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Why are our actionable email notifications generating a reply?Previously users could click 'Approve' or 'Reject' without having Outlook generate a message that they must then send to take the action. I've verified that 'Make notifi… -
Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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How to configure Product Usage Groups in Redwood HR Help Desk?Summary: How to configure Product Usage Groups in Redwood HR Help Desk? Do we have any guide or configuration document to refer? Content (please ensure you mask any conf…
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How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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Few emails are not generating helpdesk ticketsSummary: We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but…
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this article has been deleted or unpublished from the knowledge base and is no longer available err.Summary: HI Team, We are getting "This article has been deleted or unpublished from the knowledge base and is no longer available." error. The knowledge author created a… -
Case Worker/Case manager to add an out of office message to their account.Case Worker/Case manager to add an out of office message to their account so that when they are off on annual leave, any user that sends an e-mail to a case assigned to …
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queue is available at table and not at UI while using Import Functionality at HelpdeskSummary: We are Trying to Import queue with the help of Import Functionality , Import is sucessfull and able to see them at Table but not appearing at UI. Note : Queue c…
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Transfer from Oracle Digital Assistant to Live Chat from HCM landing pageSummary: We understand that as it currently stands, in order to transfer from Oracle Digital Assistant to Help Desk Live Chat, this must be done via the My Help Employee…
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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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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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Milestone based on Category Is not populatingSummary: Milestones based on category is not populating Followed all the steps mentioned in the previous community posts. But still no luck. Attached the steps followed.…
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Invalid Expression ErrorSummary: Hi All I am new to VBS. I have copied the createModelHRHDRule layout and added the fields 'Business Unit Name' and the 'BUOrg'. When I try to publish this chang…
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redwood help desk task menu is not loadingSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
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How can I disable the Out of the box email - Milestone notifications?Summary: Hi, I have enable the milestone notifications for HR helpdesk service request. I am additionally receiving the 'OUT OF THE BOX EMAIL - First Response Metric exp…
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NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…