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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Is it possible to remove filters from the list?Summary: There are a number of filters that we aren't using in the Open Help Desk Requests page. Can we remove these anywhere? Content (please ensure you mask any confid… -
HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
How to configure notifications in hr helpdesk?Summary: How to configure notifications in hr helpdesk? Content (required): Want to configure notifications in hr helpdesk? When SR is opened, agent must be notified. Wh…
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Unable to add user to the support portal.Currently we are facing an issue in adding users to Oracle support portal. Is there any detailed description on how to add a user to the support account. I am being adde…
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Request for Guidance on Deleting HRHD Cases Post Environment Clone.Following the P2T activity, we need to delete all cases from the lower instance. Please advise on the appropriate process or tool to delete all cases at once.
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Stop emails from generating new requestsHi all, is it possible to prevent HRHD from creating new requests when an inbound email is received? We still want inbound emails to be linked to existing requests. Than…
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Debugging groovy scriptsHello , When we used classic UI, we had option to debug groovy scripts via runtime messages. However I wasn't successful in getting the logs in runtime messages after mo… -
Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Adding signature to acknowledgement emailSummary: Hi team, my client is debating whether to utilise the OOTB acknowledgement emails that Oracle deliver or performing this through a workflow. The only advantage …
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Helpdesk requests redwood page is not openingSummary: Hi Team , I am trying to open Helpdesk request Page - Navigation Helpdesk - Helpdesk Request -> Page is not showing any data All the HR helpdesk related roles a…
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Not able to view created articlesSummary: The article has been created and published, still does not show up when searched. Content (please ensure you mask any confidential information): Version (includ…
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Send notification if HRHD ticket status is waiting for x number of daysSummary: We have a requirement to send a notification to requester if HRHD ticket status is waiting on X number of days. Anyone can please help me with a steps along wit…
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User wants to change timezone from UTC to PST Time zoneSummary: Hi Team Business user getting invoice approval triggers based on UTC Interval. But he wants triggers based on PST Time zone Interval? Changing the time zone fro…
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HR Agents unable to open requests assigned to other HR agentsSummary: Hi there, in the Redwood HR Help Desk I am finding that HR Agents only have permissions to access their own requests. When I try and click on another request as…
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR… -
Amend HR Help Desk panelSummary: I am trying to amend the panel in VB so that the Creation Date, Closed Dated, Last Updated items are visible in the HR Help Desk Content (please ensure you mask…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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August 6th webinar: Build Exceptional AI-Driven Customer ExperiencesCX expectations are higher than ever, with 24/7, first-time resolutions now the baseline. But with digital engagement outpacing human capacity, how can you keep up? Orac… -
Does Redwood Case Management have seeded Approval Workflows?Summary: Case Management implementation for our client Content (please ensure you mask any confidential information): we are going to implement case management for our c…
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How to enable escalation for HR Help Desk requestsSummary: How to enable escalation for HR Help Desk requests Hi All, We need to track the Service request escalation status. We have three level of escalation matrix, how…
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Restrict or Hide seeded Knowledge article content typesSummary: I have a requirement wherein the client is only implementing HR Help Desk. Now I want to restrict/Hide/Inactivate the content types for Knowledge articles to HC…
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Default Business Unit ErrorWhen creating service request categories for HR Helpdesk, I am receiving this error upon clicking Create. Does anyone know how to solve this?
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HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
Live Chat icon not visible in Service Request Help deskHi Everyone, We are enabling new feature Live Chat - Help Desk Live Chat and followed all the steps as suggested in document. We are facing an issue where Chat Icon need…
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Auto Add Action Plan after selecting the Case TypeIn the Oracle demo I've seen for case management, after selecting a case type the action plan was auto added to the case. Need help in achieving this configuration.
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Why is my instance still showing English when I log in with Spanish or Brazilian Portuguese users?Hi everyone, I have installed two languages—Spanish and Brazilian Portuguese—in my instance. When I log in with the English user, it shows the English language correctly…
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Inbound email from an unknown senderIn HR Helpdesk, if we set the profile option for unregistered email address to NO, can we setup an acknowledgement email saying that the HR Helpdesk request was not crea…
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Sharing Knowledge Article Email Link not WorkingSummary: Trying to share a suggested Knowledge Article to the Primary Contact of a Help Desk ticket but the link to the article is not working. Content (please ensure yo…
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Help desk | Is it possible to trigger a notification when a user is assigned to a requestSummary: Hello all, Is it possible to trigger a notification when a user is assigned to a request by populating the "Assign to" field? Please refer to the image below, w…