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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HR Help Desk Emails Intermittently Not Sending When Responding via EmailWe’re experiencing an intermittent issue with HR Help Desk email notifications. When agents reply to a ticket via email, sometimes the response successfully sends an ema… -
Redwood: Helpdesk How do I add new infolets to the dashboard?I've been trying to add new infolets to my dashboard but am not able to do so. I see them in OTBI but cannot add them. I've read somewhere that I need access to the Serv…
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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SQL query or Table for Manage Knowledge User Groups in HelpdeskSummary: Hi, we need a table where the Manage Knowledge User Groups information stored Need a columns "user group name, reference key, department under the setup Manage …
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Sql query or Table for Manage Content Types in HelpdeskSummary: Hi team, Need a table or SQL quere where the setup "Manage content type" information stored in helpdesk module. Content (please ensure you mask any confidential…
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Helpdesk request number sequenceWe require a solution that can dynamically generate unique Helpdesk request numbers, customized according to the assigned request category. -
Getting Person ID instead of Name when adding message as an User while closing the ticketSummary: Getting Person ID instead of Name when adding message as an User while closing the ticket on their own Login as an User and Close a Ticket We get the ID as show…
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Renaming/Creating the "Primary Point of Contact" seeded field?Summary: We want to rename "Primary Point of Contact" which is a seeded field but got to know that its not feasible . Here i want to check if there is any way we can cre…
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Knowledge Search from Help DeskHi I am implementing Internal Help Desk (ISR Stripe) and cannot get the 'My Knowledge Classic' area to return any knowledge articles. The knowledge articles are searchab…
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How to check if email triggered to employeesFor HR transactions or journey related transaction, we can check if email triggered or not. We can check under transaction console or BPM workflow area or alert history.…
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Next Gen HR Helpdesk Admin does not have access to Primary Contact and Assigned to fieldsHi team, When Creating/ Editing a case, Admin does not have access to these fields: Assigned To Primary Contact Already added HR Analyst to the role and ran processes Al…
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Hide inactive employees in employee searchIs it possible to hide inactive employees from the search results in employee search / summary page? I'm aware we have a profile called ORA_HELPDESK_CONTACT_TERMINATED_E… -
Redwood Help Desk :How to add Subject in TriggersSummary: Hi, I have a requirement to trigger messages to an inbox whenever any updates made on SR. I have made below script but want to include Subject as well , also wa…
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Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?Summary: We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone … -
Primary Point of Contact changed, but SR is still visible to original primary point of contactSummary: We have a scenario where an Agent creates an SR using Person A as the primary point of contact. Person A can see the SR under 'My Help'. The Agent realizes that… -
Need table name where Service Level Agreements are storedSummary: Hi All, I am trying to find table name where Service Level Agreements are stored. I have a requirement to build a report on the data. If anyone know/ used pleas…
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Restrict the access of cases to users on the basis of business unit and QueueCurrently users are able to see all the Cases in Help desk. Need to restrict the access of cases to users on the basis of business unit and Queue.
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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24D Gen AI features for Help DeskHi Team, I would like to know if the following features will be a part of 24D Help Desk release: View AI Generated SR Summarizations in French and Spanish Use AI Service… -
I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Can I configure own mailbox for incoming messages in hrhdSummary: Currently I have configured (refer the attachment) Oracle mailbox for testing SR creation via incoming messages however for Customer wanted to configure their m…
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Knowledge Authoring with Redwood on 24CSummary: We are currently implementing HR Help Desk and Knowledge Management on 24C. Is Knowledge already on Redwood, or do we have to follow the steps in the 'How do I …
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Is it possible to set up automatic outbound email notification on resolution of helpdesk ticketSummary: We'd like to set up an automatic outbound email (to customer) to confirm that ticket has been resolved. We already have in-app notifications but we'd like an em… -
Can we disable/bypass auto-resolving SR in 'waiting' status and auto-deletion of 'Closed' SRsSummary: We do not want to the system to automatically resolve an SR that is in a 'Waiting' status, is it possible to disable this feature. Our Agents will manage this m…
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Can we assign helpdesk ticket to a queue based on user's grade?Summary: Currently we are using automatic assignment based on category but we have a requirement where we want to route tickets to a queue based on the employee's grade …
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Possibility of a custom field which can select people from LoVs just like Primary point of contactThere was an error rendering this rich post.
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Getting Party Id error while creating Service Request as a Contingent workerWhen we are creating SR as a Contingent worker getting the below error 'The value of the attribute Reported by Party ID isn't valid.' Have already used the '(Doc ID 2763…
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…
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Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…