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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Auto Add Action Plan to case after creating the caseSummary: Is there any way we can auto assign the action plan to a case based on the case type we select while creating a case Content (please ensure you mask any confide… -
Hide Knowledge Base authorSummary: Hi all, How to hide knowledge base author's name in HRHD? For instance, as shown below in the attachment, we need to hide "Team HR": Kindly, could you share all…
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HR Help Desk Requests created through inbound email not automatically assigned to a queueSummary: We are currently doing helpdesk migration from classic to Redwood. We are facing an issue with automatic queue assignment for HR Help Desk Requests created thro…
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Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.… -
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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Need some clarifications in enabling Redwood HelpdeskSummary: Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Pleas… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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Inactive Document Types displaying in Copy to Document Record feature in Help DeskSummary: Hi All, We recently enabled "Copy to Document Record" feature in HR Help Desk and noticed that the document type LOV is displaying the Inactive document types a…
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Workflow automation in 25DHas anyone tried turning on workflow automation feature in 25D? I attempted to enable this in the workflow preference screen and the moment I attempt to save it, I get '…
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Escalate feature is not showing on help desk requests after migration from classic to RedwoodSummary: Escalate feature is not showing on help desk requests after migration from classic to Redwood. Could you please suggest asap Content (please ensure you mask any…
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Disabling email from a specific queue/channel in help deskSummary: We have multiple channel/queues, we want a specific one to not send any outbound/inbound emails, how can we meet this requirement? Content (please ensure you ma…
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Agents/Resources names not appearing in "Assigned To" field in HR Help DeskSummary: Hello Team, I am unable to reassign hr help desk requests as a help desk agent. I have given them the resource role and made them the service representative. An…
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari…
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Approver attached document part of personal information transaction not available in linked DORSummary: Approver attached document part of personal information transaction e.g. Name change, the attachment not available in linked DOR for respective document type. C…
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Smart Action - Transfer Help Desk Request - Change Default for "Transfer This Service Request To"Hello - we are wondering if there is a way to change the default value for the "Transfer This Service Request To" field. When we select the Smart Action called "Transfer… -
Restricting SmartActions by roleSummary: My client wants to restrict which agents in Help Desk can use the 'Copy to Document Record' SmartAction, they have 2 separate copies of the Next Gen Agent role,…
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Unable to view the Published Article in My HelpSummary: Unable to view the Published Article in My Help Content (please ensure you mask any confidential information): I have created an Knowledge Article which is live…
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How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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Regarding the bell notifications triggered when new helpdesk request is createdSummary: Hi Team, I have migrated helpdesk from Classic UI to Redwood UI. Triggers has been enabled and it is not showing under notification preferences. Could you pleas…
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
Can we make Affected Party mandatory?Hi all, I cannot find a way to make Affected Party mandatory. If I try to do this in Application Composer, it always fails to save due to "Provide a valid value for Affe…
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How to enable Milestones on Case pageHi Experts As we have Milestones on Helpdesk Request page as below: Is it possible to add similar on Case page? -
How can I make an HR Help Desk Category field required in Employee pages?Summary: We want to make a Category required field in Employee creation and edit pages. We can make required directly from the fields tab but that will be applied to age…
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How can I make an HR Help Desk Category field required?Summary: Our HR Help Desk automatic (OmniChannel) routing rules are all based on the Category selected when submitting a request. In order to ensure a Category is chosen…
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How does HelpDesk AI Agent assign categories to the SRSummary: Hello All, We enabled AI agent for Help Desk and loaded the categories to the RAG through the SR Product and Category Ingestion Agent. While the agent is creati…
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How can a Case worker send email to non-case worker employees through conversation in Redwood?Summary: In the responsive UI there was a variable that could be turned on that would allow Employees to be set as conversation addressees. How can we replicate this fun…
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Error when Primary Contact uses the Close Help Desk Request action 26DSummary: I am working with a client moving them from Classic to Redwood HR Help Desk and we keep getting an error when a Primary Contact uses the 'Close Help Desk Reques…
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How can I alter email subjects for help desk notifications?Summary: We are attempting to update our resolved email notification for resolved help desk tickets. Currently the subject line reads "Your" and that is all, the busines…
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self service request in "my help" are not visible by the employee who created itSummary: Employee is able to submit a service request in "my help" but they cannot view it after submitting. They also cannot see existing knowledge articles in "my help…