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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My Client is using classic HRHD. Is it possible to move to redwood without migrating to NextGen HRHDHi Team, We are using Classic HRHD. To implement Redwood, can we just enable the "Redwood User Interface for Service" feature within Service Offering? or do we need to m… -
SRs not getting assigned to a queueWe have enabled Omni channel. Added resources to the queues. Still the SRs are not getting assigned to a queue. The service assignment rules are in place.
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Has the Native Satisfaction Survey been dropped from the roadmap?We've been postponing developing our own satisfaction survey solution as we were aware that it was in Oracle's roadmap. However, now we are not so sure so would like som… -
REST API for internal help desk (Actions and Plans)Summary: Hi All, Just want to know if there is any REST API so that we can update the status from Not started to Completed for below internal service request (Actions an…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any …
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User Name in HomepageSummary: User Name in Homepage Content (please ensure you mask any confidential information): Hi Experts, There's a question around the user name's format on the homepag…
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HRHD Stripe vs CRM StripeSummary: Currently, we are using the HRHD stripe for both HR Help Desk and Case Management. What are the benefits and draw backs of sharing the HRHD stripe? Should we us…
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Checking ApplicabilityWe want to allow employee to raise a HR Help Desk request through an email and ticket will be generated automatically? Is it applicable?
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How can we manually delete a request from the helpdesk that has 'closed' status?Summary: 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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Unable to change the label of items listed in Category field under Attachment sectionSummary: There is a request from the business to change label of the values listed in Category field under attachment section in employee UI, however the category field …
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Why is the Assigned to field pulling suppliers from CRM instead of EEs? HR Help Desk/Case ManagementSummary: Both the Assigned to field and Team Members field are pulling suppliers from our CRM side instead of pulling in employees from the HCM side. I have the Case Man…
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We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
How to create SMS notification for HR Help Desk issues?For HR Help Desk and case management, we can create notifications via groovyscripts and notification preferences for bell and email notifications; how to create them for…
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Notification to Queue Owner after X amount of days - Request UnassignedSummary: Hi Community! Client has a requirement to issue a notification to the Queue Owner when there are HR Help Desk requests unassigned in the queue after a certain a…
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Syniverse integration with HR Help DeskClient uses Syniverse - wants to integrate with Oracle Help Desk for SR creation and communicating with the agent. Is there any documentation available provided by Oracl…
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Is there a way to extract audit log entries related to workflow, rules, approval in Oracle?Summary: Our auditors would like to have an extract of all audit log entries documenting changes to workflow definitions, rules, approval hierarchies, and notifications …
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HR Help Desk list search by urlSummary: Is there a way to submit a field criteria through URL to search the help desk list view? Redwood help desk v2. We have affected party person number saved as a c…
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Is it possible to add values under document category while uploading files?Hello Team, While creating a case, when a document is being added/loaded, under the type, instead of miscellaneous, can other file type names be added? How to do so and …
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Help Desk Notification after # of Days in WaitingSummary: Hello, We are looking to add an additional Help Desk Notification that will go to the Primary Point of Contact after n Number of Days their SR has been in a Wai…
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OLC | Help desk modify field listHello all, I need to update the list of available values in the Category and Classification fields. In which section can I modify this list? Is it possible to make this …
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Auto assignment and ability to switch on 'Availability' option in Help desk are not working.Hi Team, Can someone please help us on the below? It appears as though the auto assigning of Help Desk tickets is not working. We have set up queues and queue resources …
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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How to add Internal Service Request as Hyperlink in EmailSummary: We set the notification preference. System sent an email notification with the internal service request number. Can we make this number as a hyperlink so that i…
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Integrate client knowledge website with HCM Knowledge ManagementClient need to integrate the prior developed website with knowledge management in Help Desk, so that employee can search directly the custom website. Does knowledge mana…
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Can the Add to favourites functionality in knowledge articles work in My Help or just My Knowledge?Summary: Is it possible for end users (not Agents) to use the Add to Favourites functionality to add these as favourites on the My Help page? Or can the functionality on… -
Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Milestone notification are not working from either Object workflow or Groovy scriptsSummary: I have attached the steps involved in creating a milestone as well the notification triggers. I created it using Object workflows or Standard Object (Groovy scr…
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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Not able to select 'Automatic' - creating a QueueWhen creating a queue in Helpdesk, the option for Distribution is disabled. Not able to select 'Automatic'. The default is 'Manual'. Can anyone help on this.