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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config pages still classicHi, is it correct to say that for Oracle Help Desk the configuration pages are still in the Classic UI? From my understanding, Redwood is primarily the user experience l… -
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… -
Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Application Composer Server Scripts dynamic fusion urlHi, Does anyone know if its possible or the syntax to use to amend the following Groovy def line variable so that it automatically uses the correct Oracle Fusion host do…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Resolution NoteSummary: Once a resolution note is written and submitted, how can that note be viewed by HR Help desk admins? It may have been disabled at some point but I cannot find a…
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Bulk Import of Cases with Action PlansSummary: We are currently working on a data migration requirement involving Cases and their associated Action Plans. We have successfully successfully mapped and tested … -
Can you restrict case manager access by queues that they are in?Summary: We have a requirement for a case manager to only be able to see cases for which queues they are assigned to. We have a custom security role built which is still…
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Helpdesk tags getting deleted from Manage tags page when deleted from SRSummary: While deleting an incorrectly added tag in an SR, the tag is also getting deleted from Manage tags repository. This is happening only when the tags are not used…
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Application Implementation Consultant role for Redwood HR Help Desk ImplementationSummary: In the Migration guide for HR Help Desk from Classic to Redwood UI, the instructions received from Oracle state to use the Application Implementation Consultant…
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Helpdesk category not visible according to BU.Summary: Hi Helpdesk Team, I’m working on the helpdesk system where we have multiple BUs, and each BU should have its own set of categories. For example, BU A should onl…
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
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Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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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… -
Can we rename the Save button when creating an SR?Summary: My client would like to rename the 'Save' button when an Employee/ Agent creates a new SR. Their feedback, especially for users/ employees, is that it's not cle…
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Unable to save when choose a particular resource in internal service requestSummary: We have problem to save for one particular assigned to person. This user have resource role and help desk agent role. We can select the name in the drop down li…
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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…
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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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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…