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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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy … -
Emails and notifications are not consistentSummary: We have created workflow objects to trigger emails, and we have also created server scripts to trigger web notifications. Recently during testing, we noticed th…
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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terminationSummary: 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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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… -
Object Workflow for HelpdeskSummary: We have a requirement to enable the workflow in HR Helpdesk where in we want to send an approval notification to the respective approvers when a new SR is submi…
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Unable to search any service request created in Redwood UISummary: Unable to search any service request created in Redwood UI Content (required): Unable to search any service request created in Redwood UI. I am able to view in …
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Live Agent is not reflecting in Oracle HR HelpdeskSummary: We have followed all the steps mentioned in the video, however we still can't see live agent. Add Chat Agent Privilege Enter the promo code (not required for 24…
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Unable to delete category options from lookup menu from the HR Help Desk request formSummary: In the Category lookup menu why am I unable to delete the values even though it gives me the option to do so. When I select Delete I get the error message attac…
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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How to Format HR Help Desk Service Request NumberSummary: Could you please help me in formatting the HR Help Desk Service Request Number as below. Client request to FORMAT the Service Request Number as "SRYYYY0000001",… -
SmartText not appearingSummary: We have configured two test smarttext entries for HR Help Desk and set the interval to "Always" for availability. We are not seeing any smarttext when we type "…
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How to access Resource Directory to add a resource.Summary: I am not able to see Resource Directory under “Others” folder in the left navigation menu to add a resource for HR Helpdesk Request. Content (please ensure you …
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Stop Service Request creationSummary: We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we ca…
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Subscription ID and Account name needed for Identity verification - unable to access Oracle SRSummary: New users utilizing Support Identifier are unable to get their Oracle Support account synced as it is asking for Subscription ID and Account name for identity v…
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Context Sensitive Fields in HRHDWe need to enable context sensitive fields as per the category in HR Helpdesk. For example, if the category is Performance, we need three fields to show up whereas if th…
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I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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Max timeout for REST APIs in Oracle fusionSummary: We are planning to use MuleSoft as our IPaaS solution. Need to find out if there is any Max Timeout setting limit in Oracle Fusion SaaS REST API. Please let me …
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Can we save the columns we add to the Next Gen HR Help Desk Agent View?Can we save the columns we add to the Next Gen HR Help Desk Agent View? We have the ability to add/remove columns in the Next Gen HRHD Agent view (landing page of Help D…
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Separate inbox for a particular categorySummary: We have a requirement to create a separate email inbox for a particular category. Can this be achieved through automatic routing rules? For example: All SRs rel…
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Next Gen Help Desk AI AgentsSummary: Will Next Gen Help Desk and Fusion Service share AI Agents or will their AI Agents be treated separately? What AI Agents are available or will be available in t…
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HR Help desk: object workflow not sending groovy notification.Hi Experts, Summary: We are configuring an object workflow to send an e-mail if a request has been in status "Waiting" for 7 days. The workflow is triggered, but the e-m… -
Bulk upload option for HR Helpdesk categoriesSummary: Is there an option for bulk upload of HR Helpdesk Categories and Smart Text configurations? Content (please ensure you mask any confidential information): Versi…
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HR Help Desk Queue and Resources reportSummary: I am trying to create an OTBI analysis to show the queue name and assigned resources for the queue using "Help Desk - HR Help Queue Resources Real Time" subject…
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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Is it possible to delete an Action Plan Template after being added to Help Desk Ticket?Summary: Deletion of Action Plan Template from a Help Desk Ticket Content (please ensure you mask any confidential information): Unable to find a way to delete an Action… -
Tags FunctionalitySummary: Display for Help Disk Tags and Reporting Content (please ensure you mask any confidential information): Hello, Has anyone find a way to help manage the display …
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Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…