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
Get Started with Redwood: Oracle Cloud SCM and Purchasing
Help Desk
Discussion List
-
Is it possible to hide attachment types in Help DeskSummary: We have three types of attachments but only want to keep one option. Content (please ensure you mask any confidential information): Create Help Desk Request > A… -
Groovy script for notification when SR is ORA_SVC_CLOSEDSummary: Hello, I need to send a notification when an SR move from status Resolved to Closed, I try to write a groovy with bot triggers Before update and Before insert a…
-
Internal help desk customizationHi, Can anyone please advise if its even possible to customize Internal help desk via VB studio? We have a requirement to hide a few fields on "Create internal SR" page … -
403 error while creating HR Helpdesk Sr using Rest APIHi Team, We are having a requirement to create HR Helpdesk service request using REST API call via OIC integration. Am using below API for the same but receiving 403 for…
-
Redwood: Embedding files into articles or creating link to an article attachmentSummary: Hi, Would it be possible to add an embedded file (as PDF or PPTX …) within the content of an Article in Knowledge Base or to create inside the article a direct …
-
Object Workflows not sending emailsSummary: We have created an object workflow, that triggers on creation without any condition, to send an email notification. Email notification is not received. We can s… -
Cannot see all the internal categories in Redwood Help deskwe have defined lot of internal categories for help desk. However, for some reason we can only see internal categories till letter "C", PFA screen print which only displ…
-
Assistance with article deep linkSummary: I am trying to create a deep link to a knowledge article to be used in general communication, and not necessarily in Help Desk. I have followed the steps in the… -
Remove Field Search functionalitySummary: We would like to know if it is possible to remove this "Search" option at the drop-down field. This field is an added custom field using the Choice List (Dynami…
-
Milestone requirementsSummary: Hi Experts, What are the different milestone you have created as part of Oracle Help Desk implementation? Please provide list or snapshot from Configuration wor…
-
Updated comments are not saved in edit Goal-Redwood pagesSummary: Manager clicks on ‘Edit Info’ on the goal approval and edits the goal, the updated comments are not saved in Redwood pages How can we analyzeg the above issue? …
-
While doing a Transfer, the 'Assign To' field is not showing full list of Agents of the queue.Summary: We have noticed that the list of agents is only showing around 25 records. We need to understand if this is expected behavior or a bug. Additionally, we would l… -
How to transfer the cloud customer connect account from one business/company email ID to anotherSummary: Hello Oracle Experts! I am currently having a cloud customer connect account registered with my current company Email ID, if suppose I am moving out of this com…
-
Email sent in a Help desk service request has a number appended at the bottomWhen we send an email via Compose > Response in a HR Helpdesk service request, there is a number appended at the bottom of the email, that looks like the image below. Wh… -
Query to fetch the mapping of Queue and Rule under rules section of ManageServiceAssignmentRules ?Please help me to find the query/table for the mapping of the queue and rule under rules section of manage service assignment rules. -
Groovy Script not importing Grade fields from HCMWe are Attempting to bring in the Primary Point of Contact's Grade from HCM into Helpdesk Classic screens- the script being used works for other fields but not Grade- an…
-
Why can't I associate categories with knowledge articles?Summary: There used to be an icon where we could associate Help Desk categories with a knowledge article. Content (please ensure you mask any confidential information): …
-
When will Oracle decommission Help Desk - Classic UI?Is there a plan to decommission the Classic UI for Help Desk and if yes, by when?
-
How to make it read only field - visual builder studio HelpdeskHi, I have scenario where I want to make the Severity field as read only field for the employees. Only the Helpdesk agents are allowed to change the value of the severit…
-
Remove Employee's Copy Help Desk RequestSummary: We have hidden the Copy Help Desk Request action for agents via Application Composer > Smart Actions. However, there is still that same action for employee. We …
-
Primary point of contact returning pending workersSummary: We recently enabled the Redwood NextGen helpdesk. When we search for an Employee name in the primary point of contact field, their pending worker records are di…
-
Is it possible to modify the Attachment Category field in HR Help Desk (Next Gen)?Summary: After the 22C update, we noticed the new Category field used for adding Attachments to a Help Desk Request. It can be confusing for some to see two Category fie…
-
Some of the ESS jobs are blocked in oracle cloud after 24B patch updateSummary: Some of the ESS jobs are blocked and paused in oracle cloud after 24B patch update. Need to know the reason. Please let me know if anyone having idea. Thanks. E…
-
Not seeing Omnichannel routing options for Automatic queues in HR HelpdeskSummary: Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. We've created assignment rules and queues to assign HRHD requests to queues and it's work…
-
Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
-
How can we define Classic Helpdesk Milestone based on Severity ?Summary: Need help to understand if its possible to define milestone based on severity like - if Priority 1 – 24 Hours Priority 2 – 48 Hours Priority 3 – 72 Hours Priori…
-
Assign Ineligible User Popup coming in Health and Safety Assignment RulesSummary: While trying to click save in Health and Safety Assignment Rules in Risk Management, the below popup is coming ie., Assign Ineligible User? Please suggest way f…
-
Remove Employee's Copy Help Desk RequestSummary: We have hidden the Copy Help Desk Request action for agents via Application Composer > Smart Actions. However, there is still that same action for employee. We …
-
NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
-
Rearrange order of CategoriesClient would like to have a category at the top since it is is the most used category. Is it possible to rearrange the order of categories?