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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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using… -
Next Gen Help Desk - Categories DuplicatingSummary: Is anyone else getting some categories duplicating when scrolling through the categories? If I type in the category name, it doesn't duplicate, but when I just …
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How to prevent duplicates from appearing in the knowledge attachment search?Summary: In the creation of my knowledge I have attached the same file several times in different articles; when I search for that attachment from My Help, it appears se…
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Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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Created Business Unit not availableSummary/Content: I have created a BU in HRHD, but when I go to create a Category to associate it to this new BU, it is unavailable from the drop down. Furthermore, only …
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How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
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HR Helpdesk Alerts/ErrorsSummary: Has anyone created alerts/error messages based on SR fields? Content (required): We would like to trigger an error or warning message to the employee if they se…
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Next Gen Help Desk - Getting the error while i click the Helpdesk iconSummary: Hi , While i click the Help Desk getting the below error. How to resolve this. Can any one has any doc to setup HR Help desk. Content (required): Version (inclu…
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Is there documentation which shows the difference between Next Gen HR Helpdesk and classic helpdesk?I am looking for some documentation to define clearly the differences between classic helpdesk and next gen hr helpdesk. Is there anything available?
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Dictionary Feature for Searching Knowledge ArticlesSummary: Translation Feature for Searching Knowledge Articles Content (required): Client would like to fix the possible misspelling issues in the future when searching f…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau…
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How to set capacity of agents individually in NextGen HelpdeskSummary: Manage Queues for HR Help Desk Requests provides you to set the capacity of a queue. Where can we set the capacity of agents individually? Content (required): I… -
Redwood - Next Generation HR help Desk Roles and Access Groups of type 'System group -role'.Summary: I have copied the next generation hr helpdesk roles and saved the new roles and assigned them to users. Under Manage Sales and Service Access I have enabled the…
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Knowledge Article Category Analysis ReportSummary: Content (required): I am trying to create an Analysis Report to get the list of Knowledge Articles depending on their categories, however I am not able to find …
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Can't save a service requestSummary: When trying to save a new HR HD Service Request, we're facing the following message: Content (required): We have setup our Service Request Statuses using the "M… -
What do the Attachment Categories mean?Summary: Content (required): We would like to clarify what do the attachment categories mean and its use cases. I can't seem to find any information regarding them. Vers…
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Components in Visual Builder HR Help DesK are lockedSummary: The Components section when I open the visual builder from help desk pages is locked and I'm unable to perform changes. Content (required): Need to perform the …
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My Knowledge search not allowing space bar to workSummary: Hi all, When searching for or editing knowledge articles the space button does not work and Cannot use the space bar in My Knowledge. let me know for any possib… -
Can we Create a Saved Search in Redwood?Summary: Create a custom saved search Content (required): Is there a way to create a custom saved search in redwood without just editing the defaults? Example is I want …
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massive removal of knowledge articlesSummary: remove multiple articles from the knowledge Content (required): Is there any way to massively delete articles from knowledge? Thanks Best Regards Gianfranco Ver…
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Significance of Job Title and Phone NumberSummary: Upon creation of HR Help Desk request in Redwood template, there are couple fields like Job Title and Phone number under contacts and Team members section. Curr… -
NextGen Help Desk Action Plans - migration from a instance to anotherSummary: Redwood NextGen Help Desk - Action Plans Migration Content (required): Hi, we are in the process of migrating NextGen Help Desk to a new environment. Can anyone…
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Queue assignment rulesSummary: Hi Team, We have requirement to define the queue assignment rules based on two different rule set. 1. Based on category & Legal Employer of the primary point of…
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Adding Employee Details to SRs (Next Gen)Summary: Content (required): Has anyone been able to add employee details to SRs? We would like view specific details related to the primary point of contact based on SR…
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Can we remove [External] in EmailsSummary: Content (required): Is it possible to remove the [External] part from emails sent by the environment? Client mentioned that the employees may mistake them for u…
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Loading users and Workers using HCM data loadSummary: Hi If any one is aware how to load large volume of users/workers through excel file (possibly HCM file load?), please share steps and navigations. thank you ! C…
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Redwood:Next Generation HR Help Desk - Monitoring Milestones for the HR Helpdesk RequestSummary HR Helpdesk Milestones Content (required): How are you monitoring your milestones in HR Helpdesk. Are you using the email notifications? Version (include the ver…
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Additional Contact Messages and Responses visibilitySummary: Our client is wanting to understand what visibility the additional contact on a SR would have, particular around messages to the Primary Point of Contact from t…
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Intermittent issue where inbound emails are getting created under CRM Stripe codeSummary: Next gen HR Help Desk - Created Email channel as per the documentation link https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/configure-an-email-channe…