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
-
Provision to have User guide for Employee UISummary: Is it possible to upload help document /user guide for employees in HRHD redwood page. If yes how can we do it. Content (please ensure you mask any confidential… -
Browse Popular Articles section should display Category tiles instead of FAQsSummary: Browse Popular Articles section should display Category tiles instead of FAQs, Please find attached document for more details to understand what is the expectat…
-
Case Type value to display specific buttons/fieldsSummary: Content (please ensure you mask any confidential information): I want to create a condition that only produces specific buttons when a case type value is select…
-
How to make all data/value visible in "Solution Description" field if read-only viewHi, Is anyone know how to make all value of "Solution Description" field visible in as this is only a single text field. Currently the data displayed is not complete. Up…
-
Case action 'Compose Message' not visibleSummary: The action 'Compose Message' is not available in the list of actions from the Case action bar. The latest 'Using Case Management' user guide shows that this sho… -
unable to select category in case management in helpdeskSummary: while creating case in helpdesk request category values are not populated ,can any one provide solution for the issue Content (please ensure you mask any confid… -
can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
-
Employee Search screen displaying pending worker recordsHi all, The 'Employee Search' quick action for HRHD is currently displaying both Employee and Pending Worker records. Is there a way we can restrict this to only display…
-
Change the text "What you want to do today" in Employee UI.Summary: In HRHD redwood version, Business wanted to change the text "What you want to do today" in Employee UI. It is possible to change it. Please refer the attachment…
-
Grant Subscription Management/ Entitlements Management access to Next Gen Help Desk AdministratorSummary: @Lisa Wilkes-Support-Oracle Next Gen Help Desk Administrator should be able to access Subscription Management to set/reset Agent's Holiday Calendar. What role/p…
-
'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
-
Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
-
Action dropdown & Compose ButtonSummary: Helpdesk Agent is not able to view related options in Action dropdown when he opens the Helpdesk Service Request. Also, he is not able to Compose any message as… -
Groovy script for request creation not workingSummary: Content (please ensure you mask any confidential information): I am trying to set up a notification in the HR Help desk for Redwood once a request has been crea…
-
Change the severity to high when Critical field is turned onSummary: There is a requirement from business to change the severity to high when "Critical" field is turned on. Please confirm whether this change is feasible, If yes h…
-
The groovy script for a resolved requestSummary: Content (please ensure you mask any confidential information): I created the below groovy script to send out a bell and email notification to the primary contac…
-
Fetching user roles failed with error code 501Summary: We are trying to make some customizations using VBS on Case Details (EDIT) page, but we are getting an error. Could anyone suggest what is the reason for this? -
Visual Builder Error when I try and previewSummary: Content (please ensure you mask any confidential information): After adding new custom fields and duplicating the layout for Edit Mode in Case Management I keep…
-
How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…
-
Missing Burger Menu Button for Smart Text CreationSummary: Missing Burger Menu Button for Smart Text Creation in Oracle Release 24D Content (please ensure you mask any confidential information): Hello everyone, Since th… -
Fields are editable even when SR is closedSummary: All the fields are editable even after SR is closed, in previous version all the fields will be non editable. Although the save and cancel button are hidden in …
-
HR Help Desk to Redwood DeadlineHello, Is there a deadline for the migration of the HR Help Desk to Redwood? The last timeline shared by Oracle did not appear to specifically mention that the HR Help D…
-
Copy value of Primary Contact into a custom fieldSummary: On the Case Management landing page, the Primary Contact and Primary Contact: Name columns are not showing any values, even though a Primary Contact has been as… -
Queue is not automatically updating upon changing Primary Point of Contact in Classic HelpdeskIssue: Queue is not automatically updating upon changing Primary Point of Contact in Classic Helpdesk Steps to Replicate: Login to system Go to Help Desk > HR Service Re…
-
HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa… -
How to enable infolets in HR Help DeskHello everyone, I am looking for a ready made document for enabling infolets in HR Help Desk. I couldnt find any with respect to HR Help Desk. Looking for pointers on th…
-
enable migration for HR helpdeskSummary: I am trying to migrate Classic Helpdesk to Redwood. While trying to run the scheduled process-"HR Help Desk Metadata Migration to Redwood Help Desk”, HR "Help D…
-
Is it possible to add a value to the Action 'Status' list of valuesSummary: Is it possible to add a value to the Action 'Status' list of values, what is the name of this lookup? If you add a "Task" action to a SR or Case, and click on E…
-
Exception during RestAction error in the Case page after 23D upgradeSummary: Exception during RestAction error when creating a case Content (please ensure you mask any confidential information): Case page is not working as expected. Exce…
-
How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…