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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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma… -
Service Request is not visible to Agent in Next Gen Help Desk.Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How to check if Redwood is enabled on a POD?**This post was created as part of a How to Service Request (SR) Release: 23C Summary of the question: We wanted to confirm if Redwood experience is enabled for help des…
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In Redwood HelpDesk, want to remove the status look up value ( Closed, Resolved) in the mass updateSummary: In Redwood HelpDesk, recently enabled the mass update feature Now we need to customize or remove the status lookup value in the mass update feature to restrict …
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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How to default landing page columns?Summary: Hi, We want to add the resolved by column by default. Im not able to find the layout in VBCS to add or remove fields. On VBCS there is no component i can edit o…
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Default Severity by CategorySummary: We have identified 3 categories that should always default to high severity. When the Service Request category is changed from a low severity category to a high…
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Why SR not showing after creation through postman and Digital assistant.Summary: Why SR not showing after creation through postman and Digital assistant. Earlier worked fine. Content (please ensure you mask any confidential information): Ver…
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Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
How to set Assigned To field as RequiredHi Experts, I need your advise on setting Assigned To field as Required. Here is a screenshot of the same. I tried sandbox, but Page Composer option is unable to achieve… -
How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Start date for Lookup codesSummary: Is it necessary to input a value in Start Date for a lookup code in order for it to be active? Or in order for a lookup code to be active, the "Enabled" checkbo… -
Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…
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How to query the Fusion HCM person number in B2B Service RequestSummary: We have a requirement to query the HCM Person number in B2B service request in a custom field. How to achieve the same? Can we use the expression builder to bui…
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How can I modify a Saved Search for HR Help Desk (NextGen) Agent ViewSummary: We are running through a first run of implementing NextGen HRHD. On the Agent Request landing page (https:///fscmUI/redwood/helpdesk/list-hrhd?entity=HRHDServic… -
Knowledge article-LocalizationSummary: Hello Everyone! We have requirement or i would like to create knowledge articles country wise. If you have implemented knowledge or HRHD you might have know tha… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
SR not being assigned to a queueGood morning, I'm not sure if anyone else has experienced a similar issue? For some reason when a SR is being raised on occasion it is not being assigned to a queue and …
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How to include SR number in Milestone Notification email subject?Hi All, I am trying to include SR number or reference number in milestone email subject. Can anyone suggest me how to include the same? Regards, Nishanth Version (includ…
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Mass assign SR that have not been assigned to a resourceSummary: Currently we have many SRs that are in a queue but have not been assigned to a resource, a change will be made in the capacity of some resources so that they ca… -
Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
Generate Appointment Reminder process replaced?Summary: Could you please confirm if the Generate Appointment Reminder process has been renamed Generate Activity Reminders? I'm trying to schedule Generate Appointment …
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"# of Open HR Service Requests" We are unable to achieve the open requests of <24 hours, <48 hoursSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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Why don't I get the changes to display the employee's full name in Spanish on the main screen?Summary: Changes were made so that the format of the name appears complete, NAME, PATERNAL LAST NAME and MATERNAL LAST NAME, but these changes are only reflected in Engl…
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How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…