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 there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
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HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur…
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Can we modify the banner warning in redwood for mandatory fields?Summary: We need to modify the content of the banner warning which is displayed when a conditional mandatory field(category) is not filled in by the agents. Content (ple…
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Help Desk Satisfaction survey not available in the 25D release notesSummary: As part of Oracle Roadmap, the help desk satisfaction survey should be part of 25D. But when we checked the release notes this feature is not available. Kindly …
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HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
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Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens…
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Not able to see Redwood Case Queues - ORA-00001 ErrorSummary: Hi all, I had successfully implemented the queues for cases as part of the 25C release in a previous environment for our client. However, in our TEST environmen…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl…
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How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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Appeals Process handling in HR HelpdeskSummary: Appeals Process handling in HR Helpdesk Content (please ensure you mask any confidential information): Hi All, Greetings! This is about a requirement of definin…
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Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Groovy script help- Custom Notification in Case ManagementSummary: Hi, my client is using relationship types for contacts in access groups and would like to trigger a notification to a user when they are added as a contact and …
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Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
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Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
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Case Management for Grievance handling and Transfer AppealsWe need to implement Grievance Handling and Transfer Appeals in Oracle. I believe Case Management is the most suitable module to support this functionality, but I would …
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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Help Desk offering deactivated in new environmentSummary: Afternoon all, I am trying to enable the HR Help Desk offering but it is greyed out so I cannot select it. Content (please ensure you mask any confidential info…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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What setting to make the install base asset available in internal service requestSummary: We have certain install base asset in maintenance module which is not available for LOV install base asset field in internal service request. Is anyone know abo…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Reply/Acknowledge for an unknown user outside of the organization Oracle HR HelpdeskSummary: Hi , I am trying the solve the issue of not getting a reply for an unknown user outside of the organisation and wanted the follow the solution in the below docu…
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NexGen Helpdesk : Restrict employees from raising tickets on behalf of senior position employeesSummary: My client requirement states that "When an employee tries to create a helpdesk request from "MyHelp" They want to restrict employees from raising tickets on beh…
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What is the effort/duration required to migrate from Classic to Redwood Help Desk?Summary: We will be starting the process to migrate Classic to Redwood HR Help Desk. I would like to know how long has it taken for other customers of similar size (ment…
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Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable…
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Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…