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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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Collaborator cannot see responses when SR is created by an agentHello Experts, We are facing an issue in Oracle HCM Cloud – HR Help Desk (HRHD). When an HR Help Desk agent creates a Service Request for a collaborator: The collaborato… -
Closed HR Help Desk requests are not deleting when the Schedule Process runsSummary: I have set up the 'Closed' HR Help Desk requests to be automatically deleted every Friday evening but they still remain in the HR Help Desk list page. When the …
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How to get the UCM id for all downloaded attachments?Summary: We are downloading attachments for SRs but require the UCM ID in order to be able to send the file to a vendor. The UCM ID is not showing on the majority of the…
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Unable to add custom fields to Redwood Help Desk employee viewSummary: I am unable to add custom fields to the Employee HRHD edit view. I have re-added the fields via Application Composer several times but I get the same issue when…
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Employee creates SR on behalf of another employee but the SR still visisbleSummary: Employee(requestor) creates SR on behalf of other employee(primary contact) but the SR still visible to the requestor. The SR shows primary and only contact as …
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Automatically change the Assignee when I modify the queue?Summary: Is there the possibility to automatically assign a SR to a specific resource once the agent change the queue? HR HD Redwood Version (include the version you are…
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Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
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How can we Default Status Values for Specfic Categories in HR Service RequestSummary: Hello Experts, We have a Requirement, Wherin if a Service Request is raised for a Specfic Category then it should be auto resolved. For the Same We have Tried U…
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Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
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Role required for Case Management UI access to EmployeesWe are enabling Case Management functionality for our customer and facing an issue what role would an employee have for access to case management user interface. Assigni…
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New Users to Help Desk Request Queue Not Getting Emails on New SRsSummary: We have added new users to one of our Help Desk Queues and removed one user, and the emails getting triggered for new SRs are still using the original distribut…
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Redwood HR Help Desk Migration - can we keep the SRs in the classic UISummary: Hello , We are planning to move to Redwood HR Help Desk next year. Currently we are working on POCs, requirements gathering and implementation plan. We had a qu… -
What role is needed to assign resources to the team on the SRSummary: I am having an issue where agent and manager roles are not able to search and add resources to the ticket. It produces no search results unless they have the ad…
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Code to trigger notification when internal note is added to SRSummary: Code to trigger notification when internal note is added to SR Content (required): We have a requirement to trigger email notifications to assigned person whene…
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Can we remove [External] in EmailsSummary: Content (required): Is it possible to remove the [External] part from emails sent by the environment? Client mentioned that the employees may mistake them for u…
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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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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… -
Availability of a Comprehensive List of Cookies Created in HCM Related ApplicationsSummary: Does a comprehensive list of cookies and/or pixel tags created by Oracle OCI applications exist? If so, where can we find it for reference. Content (required): …
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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 Email Contacts Not Captured in Contacts Section on HR Help Desk RequestSummary: Oracle state the following “If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a ma…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau…
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Significance of Job Title and Phone NumberSummary: Upon creation of HR Help Desk request in Redwood template, there are couple fields like Job Title and Phone number under contacts and Team members section. Curr… -
Redwood - Next Generation HR help Desk Roles and Access Groups of type 'System group -role'.Summary: I have copied the next generation hr helpdesk roles and saved the new roles and assigned them to users. Under Manage Sales and Service Access I have enabled the…
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After environment refresh helpdesk audit is not workingSummary: After envirronment refresh helpdesk auditing history is not showing any Data 1.Manage Audit Policies are configured 2.SVC_ENABLE_AUDIT_IN_SR profile option is s… -
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
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How to make “Reopen Reason Message” required for “Reopen Help Desk Request” actionSummary: We have a requirement for our HR Help Desk setup to make the Reopen Reason Message mandatory when an end user uses the Smart Action “Reopen Help Desk Request.” …
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NextGen Help Desk Action Plans - migration from a instance to anotherSummary: Redwood NextGen Help Desk - Action Plans Migration Content (required): Hi, we are in the process of migrating NextGen Help Desk to a new environment. Can anyone…
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Need to display only Active Departments from REST API Service ConnectionSummary: Hi, We have configured a custom field to dynamically display on a Next Gen Help Desk Layout. Currently the custom field is associated to a Field Template that c…
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How to get list of value in Custom Field based on CategorySummary: Hi, I had created one custom column and choose field type as Choice List (Fixed) and assign Lookup Type. I need to show the list of value of the custom column b…