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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Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i… -
Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
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Is there a way to create a Date field with a start and end date in Application Composer?Summary: Is there a way to create a Date field with a start and end date in Application Composer? Content (please ensure you mask any confidential information): I want t…
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Agent presence and availability tool functionalitySummary: Agent presence and availability tool functionality Content (please ensure you mask any confidential information): I recently enabled the presence tool for a cli…
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Category - Internal Help DeskHello team, In the classic Fusion Service (CX) view, when creating Service Requests (SRs), an icon was displayed under "Category" that allowed you to see the Category Na…
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How can HD Agents create an SR for non employeesSummary: Client needs an option to create Help Desk SR's for non employees. Client will receive calls form community or parents of students, these would be all non emplo… -
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…
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Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…
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Unable to delete Attribute when creating Action Plan ActionSummary: Unable to delete Attribute when creating Action Plan Action Content (please ensure you mask any confidential information): When I create an Action in Manage Act…
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
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Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
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How do you translate a knowledge article?Summary: I am unable to translate knowledge articles and unsure why. I see it is possible on Oracle Help Center but, I do not have the "Translate" dropdown under actions…
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HR Helpdesk Agents cannot see the all the tickets assigned to their queue other team membersSummary: Hello Experts, We have done the configuration of HR Helpdesk Nextgen (23A) where HR Queue is mapped to Resource Team and there are many resources in the Team. A…
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Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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Knowledge article rating scale to be changed from five star rating to Sad and happy smileySummary: Currently we have five-star rating and like/dislike rating to rate the knowledge article in HRHD. Is it possible to have Sad and happy smiley as the rating scal…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Visual Builder not allowing me to use Page DesignerSummary: Visual Builder not allowing me to use Page Designer Content (please ensure you mask any confidential information): I am in Visual Builder page designer trying t…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur… -
Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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Hide/show fields condition not working on Case Management formSummary: Hide/show fields condition not working on Case Management form Content (please ensure you mask any confidential information): I am using the following the docum…
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How to assign Help desk request from email to specific category ?Summary: Email is configured and HRHD SR can be created from email. Using Assignment rule, we can direct a SR to specific queue. But the category remains blank. How to a…
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Case Management - Meeting Details in OTBI ReportHi We need to display the Meeting details captured in the Cases in Case Management Page. I didn't find any fields in OTBI CRM/Helpdesk Case Management Real Time Subject …
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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Absence Records link in HRHD Smart NavigatorHi guys, I've noticed that the Absence Records link in the Smart Navigator isn't working. I've raised an SR but I was wondering if anyone else has this problem? Version …
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Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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While making changes in VBS, it is getting deployed but are being removed after some timeSummary: I have added custom fields on a page and published it. Its showing there temporarily. When I close the page and open it again, changes are being removed from th…