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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How can I costumize the layout in redwood pages?Summary: Hello, I would like to be able to change some layout features in the Redwood pages. Color of links. By Default they are blue, I would like to be able to change … -
Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Custom Fields on Create Case page to have List of Values rather than free textSummary: We are having custom fields for Create Case page, but all of them are text fields. We want to have some of the fields to have a list of values that the user can…
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how to trigger automatic email notification for send email in actions for candidate in oracle fusionSummary Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets th… -
Next Gen - Email Notification to External requestor, upon Service Request CreationSummary: Hi community, We have requirements for our client to have email notifications trigger once a service request has been created. I've achieved this through an Obj…
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Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Custom Access Group Rule Not WorkingSummary: We've created custom access groups for Case Workers and Case Managers. Case Workers should have access to the cases where they are a member of the team. We are …
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My Help and HR Helpdesks Page is coming as blankSummary: When we click on the My Help and HR Helpdesks Pages, the page renders as blank Content (please ensure you mask any confidential information): I am logging in as…
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Mass Update for Team Members for Internal Service RequestSummary: Is there a way that we can enable the mass update function for team member in internal service request? Content (please ensure you mask any confidential informa…
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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Incoming messages are processed even when "Retrieve Inbound Email Messages"We are migration from Classic helpdesk to redwood experience. One of the migration step mentioned in Oracle document is to keep the process "Retrieve Inbound Email Messa…
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Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
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Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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how to upload the custom icon for Safety incidents in Help desk moduleSummary: Hi Team, Is there an ability to upload the custom icon for safety incidents in the Help Desk module? Thanks, Sowmiya Content (please ensure you mask any confide… -
Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
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theme vanillaSummary: Our current theme is Vanilla : Our home page is like : Will the vanilla theme be deactivated ? If so, do we know the date on which this theme will be deactivate… -
Filter out list of values for manager titleSummary: I have created a custom field called Line Manager in case management. I want to configure the list of values so that only employees with the manager title are l…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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is there a way to limit the text limit on the standard fields on service request summary pageSummary: We are currently on 25A and using the classic HR help desk module. We have a standard field called " how can i help you" where employees can briefly tell what i… -
can we grey out the service request summary after the SR has been loggedSummary: Currently our SR description area is updatable even after the SR has been logged. This gives an opportunity to employees to change the content at any point when…
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use cases for action plansI would love to hear from other customers what they are using Action Plans for. What are some use cases? Has it been helpful, etc.?
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
24A-Employee search has Action which is again linking to HCM links- How to hide or remove the linksSummary: In 24A-Under Next Gen Help Desk Module Quick Actions >Employee search has Action which is again linking to HCM links- How to hide or remove the links to HCM Mod…
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Unable to see custom field filters in Redwood Case management and HR Help desk list viewSummary: I have created custom fields in application composer but they are not pushing through to the Redwood HR Help Desk and Case Management filters on the list page A…
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Table for Manage Service Assignment RuleSummary: Do anyone know what is the table to store the condition for internal service request assignment rule? Content (please ensure you mask any confidential informati…
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Navigation to Object relationships in HR HelpdeskWhere to configure Object relationships in HR Helpdesk, need the Navigation to Object relationships in HR Helpdesk.