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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where do I configure resolution email templateSummary: need to update the text in the resolution email response Content (please ensure you mask any confidential information): Resolution email text is incorrect Versi… -
Unable to View All Help Desk Order Requests Despite Role AssignmentsSummary: Hello Community, A user has been assigned both the Internal Help Desk Manager and Internal Help Desk User/Agent job roles. However, the user is unable to see th…
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Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
How do track the history of who the service request has been assigned to?Summary: How do we show the history of a ticket, specifically who it has been assigned to as it gets escalated? We are on HR HelpDesk (Next gen) Content (please ensure y… -
Extend Employee Search page in HR Help DeskSummary: My client uses key information from Employee records to identify, discuss and create new SRs. I have updated the SR details page to pull in PPOC Dept, DOB, 1st …
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We want to Restrict Email ID Selection for AgentsSummary: There is a concern regarding how agents select the “From” email address when replying to Help Desk tickets. Currently, all available email IDs are visible to al…
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Live Chat - Access to Interactions as an EmployeeSummary: Hi All, We have enabled the Live Chat feature and its working for us without any issues. However, our client wants to show the interactions to employee as well.…
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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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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Missed Help Desk Live Chat NotificationSummary: When an agent misses a Help Desk Live Chat, a seeded notification is triggered. When clicking the link of the notification, a blank page loads that seems to rou… -
Redwood HR Help Desk 25D: Hamburger Menu Is Not Allowing Navigation Out Of Help Desk PageHello All, We are currently in build of the migration to Redwood HR Help Desk. We noticed an issue effecting navigation in the UI. When we are in the new HR Help Desk re…
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Request for Guidance on Mass Updating Help Desk Queue Descriptions (Oracle HCM)Hi everyone, I would like to ask if there is a way to perform a mass update of the Queue Description field in the Help Desk module of Oracle HCM. Ideally, I’m looking fo…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Assistance Required: HR Helpdesk Resource Visibility IssueWe recently implemented Oracle ERP. Currently, a resource added to the Manage Resources page with the Contract Administrator role appears in the Assigned To dropdown wit…
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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… -
Is it possible to set the fields selected under the Category tab as the default?Summary: Hello Experts, we are using Oracle HCM Cloud HR Help Desk and have a requirement to make the Category field default to a specific value (e.g., Benefits) when a … -
Need to allow Line Managers in Case Management 'Assigned To' field with restricted accessSummary: We have a requirement in Case Management where Line Managers should be able to act as the overall case owner for their direct reports. Currently, the 'Assigned … -
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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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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How to retain cases for terminated employees in Case ManagementWe are experiencing an issue where terminated employees are not in the primary contact LOV even though the profile option ORA_HELPDESK_CONTACT_TERMINATED_EMPLOYEES is se…
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Global capacity vs Agent CapacitySummary: My understanding is Agent capacity defined through HR queues task should override Global Capacity. Profile option 'SVC_OMNI_DISABLE_WORK_ITEM_AVAILABILITY_SELEC…
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Helpdesk Assignment rulesWe are migrating to Redwood UI for Helpdesk and got to know that assignment rules have to be created manually for this, hence just wanted to check if there is a way we c…
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External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
Intermittent Error on viewing HR requests: You no longer have access to this request.Summary: Using the HR help desk Agent login: John.Dunbar, every few mins (5-6mins), I see this error. After some time, the request opens up without any error and but aga…
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How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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How to get the Static IP & SSH Key for Payroll Integration with BankWe are integrating Oracle Fusion HCM with the bank server for salary processing and require the following: -Static IP for both Test and Production environments to be sha…
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Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot …