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
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Help Desk
Discussion List
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what license or module is required for internal requests?Summary:what license or module is required for internal requests? say we want to have internal request which can trigger a work order...can this be possible? employee wi… -
Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Hide middle name in Next Gen HelpDeskSummary: Hide middle name in Next Gen HelpDesk Content (please ensure you mask any confidential information): The middle name is visible for primary contacts and agents.… -
How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
Implementing Help Desk, do we enable the Service Offering?Summary: We are currently implementing Help Desk and some of the configuration must be done under the Service Offering, we are not licensed for Service, can I go ahead a… -
Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…
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Contacts are not able to see the requestSummary: Contacts are not able to see the request Content (please ensure you mask any confidential information): When we added the Contact in a request, we expected that…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Load FAQ questions using REST APIHi, Is there any REST API available to load questions in HCM FAQ? Did some research and I found this but it's not working: Thank you Regards, Kay
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Case Management web channel conversationSummary: In Case Management, when we do the Create Conversation smart action and select Web as the channel it only allows me to select resources/ those with the case man…
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Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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HRHD customized fields to be included in the column filters for SearchHello, We are looking for a way to customize (add/remove/adapt) filters on search pages with our customized fields. (for HRHD). Also, is there a way to get the history o…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'…
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lookup code show is the id codeSummary: in configuration and maintenance in the task of managing common queries, when searching a list of a query in the search code it is showing in ID and not the cod…Yudy Vanessa Sandoval Arango 11 views 3 comments 0 points Most recent by Yudy Vanessa Sandoval Arango
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte… -
Remove Author name in Helpdesk .Summary: Hi Team, Is it possible to remove/hide Author Name functionality in Help Desk. 1) Is that Possible to Hide/Remove below red color marked one.? 2) Is that Possib…
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mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERPSummary: We need to perform a mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERP, as per the requirement. We attempted to accomplish thi…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…
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Notification to Assignee when user adds a messageHi, has anyone been able to set up a Bell Icon notification that triggers when a user adds a message to a Request in Redwood HRHD? I have tried adding triggers to the HR…
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Alerts or Reminders in Redwood Help Desk or Case ManagementSummary: Alerts or Reminders in Redwood Help Desk or Case Management Content (required): Has anyone developed alerts or reminders in Redwood Help Desk or Case Management…
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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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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Modify the chat conversation before sending to Oracle service cloud after agent chatSummary: We have Agent chat Survey links from the previous conversations in the same session that are automatically added to incident threads in Oracle Service cloud whi…
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Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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how can i secure setup activities against one business unit from 4 business units?Summary: i need the consultant to see 1 business unit while applying setup activities in procurement. and not see any setup related to other business units. is it applic…
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Why do recommended knowledge articles not show on the Redwood HR Help Desk request page?We are trying to complete test scripts that say that recommended articles will populate on the top of the service request details page. We have published many articles w…