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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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… -
The Assigned Internal Service Request is not trigger the notificationSummary: Hi all, Our agent have assigned the Internal Service Request, but the notification does not appear in either User or Agent Account. Below is the configuration I…
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Groovy Script for Updating Primary Contact in Case ManagementSummary: We have a requirement if we update Primary Contact of a Case, Corresponding fields i.e Assignment Status, Country, Business Unit, Legal Entity of that updated P…
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I am getting "(objectObject Name) details couldn't be loaded.Summary: I have create on sandbox and i have add one custom object and there child. and after that I have generate CX extension and import that file into VBS and check p…
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Redwood Case Management - Security based on QueueSummary: Our customer has Redwood Next Gen HRHD - 23A. They have a licience for HR Helpdesk but not for Service. I want to use queue assignment based on category for the…
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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Can we hide Due Date from request pageHi Experts Is it possible to hide Due Date from below page? Navigation 1: Help Desk> Help Desk Request Navigation 2: Help Desk> My Help -
Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
Redwood HR Help Desk – Auto Assign Action Plans Based on Request CategoryHi Experts, Would like to know if it is possible to automatically assign an Action Plan when an employee creates an HR Help Desk request and selects a specific category.…
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Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
How to delete an Email or Note from the Oracle Fusion Helpdesk ?What is the process please in Oracle Fusion to delete a specific Email or Note from the Help Desk request ( Oracle Fusion Helpdesk ) ? It is a legislative requirement in…
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Job title is blank when adding the Contacts to the Help Desk SRsSummary: When new contacts are added the Job title field seems to blank. Which field is this referring to and how can we fix this so the title shows? Content (please ens…
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Reopen Help Desk Request smart action isn't availableSummary: I'm looking at enabling the "Reopen Help Desk Request" smart action, but I'm not seeing it as one that is available to enable. Has anyone encountered this or am… -
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…
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IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu…
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Ready Made Groovy Scripts for HR Help Desk?Summary: Afternoon, I was wondering if anyone had any ready-made scripts to use as I am facing a massive issue with the notifications. Not even Oracle Support has been a…
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Security for Internal Service Request Data for Each UserSummary: Dear All, Is there a way to restrict Internal Service Request visibility by agent or team or else in Oracle Help Desk, similar to how Maintenance Management res…
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Can system automatically add the action plan to internal service request based on the catetegorySummary: I create an action plan template (e.g. procurement checklist). When I create internal service request with category procurement. Can the system automatically ad…
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The Primary contact column appears blank in HR Help Desk for RedwoodSummary: The Primary contact column is not listing the person associated with the request. I have enabled the Primary Contact via Adaptive search and run a full publish …
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ERROR: Could not enrich party by alternative key(s): Retrieved Id is nullSummary: Getting the issue while processing the Export Revenue lines from CPQ to CX ERROR: Upsert Quote Lines response for batch 1 : Error message from the partner site:…
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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Can we migrate Service Requests from Legacy System to Nextgen HR HelpdeskSummary: Can we migrate Service Requests from Legacy System to Nextgen HR Helpdesk. If so is there a HDL or RestAPI which we can utilize Content (please ensure you mask …
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How Are Average Wait Time and Expected Wait Time Calculated in Oracle Live Chat?We are configuring Oracle Live Chat and have a question regarding the queue metrics displayed to customers. When a customer is waiting in the queue, the chat widget show… -
Help Desk: Display Sender Email for External Users, Vendors, and Ex-EmployeesWe have a requirement to fetch and display the sender's email address in both the Help Desk list view and the ticket details page. To achieve this, we created a custom f…
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AI-generated Case Summary is populating an errorSummary: We have enabled AI-generated summarization for HR Help Desk requests. When opening a case in Redwood UI and attempting to view the Case Summary (Generated by AI…
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Unable to see list of previous requests raised as employeeSummary: I am raising a request as an employee in my non prod environment but I cannot see the list of previous records I created previously? Content (please ensure you …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Case Management - Add Custom field in Case Page Redwood (Create Case)Summary: Hi All, we have a requirement to create a custom field for specific Case type in Case management. We are following the document "How do I add a custom field cre…
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Bad Request: A database constraint was violated while storing the changes in the database - HRHDSummary: While creating categories in HR Helpdesk, we're receiving error mentioned - Bad Request: A database constraint was violated while storing the changes in the dat…