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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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Internal Service Request not display the assigned toSummary: Hi, anyone know why when I try to edit the internal service request. Sometimes, the assign to do not display the value. When you exit the service request and go… -
Is it expected behaviour that only images are viewed using the preview feature in HR HelpDesk?Summary: When we add documents to an SR or Case only images are viewable when we click on the Preview action (JPeg, .Png etc) but Word, PDFs or Excel docs must be downlo…
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We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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Access HelpDesk Request as Contact (25D)Summary: Access HelpDesk Request as Contact Content (please ensure you mask any confidential information): User A created an SR and added user B who is a resource as a c…
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Next Gen Helpdesk Email Configuration for Compose MessageSummary: Hi All, We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is …
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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 add additional columns in the Help Desk Requests screen?Hi all, Is it possible to add in additional options under 'Manage Columns' in the Help Desk Request screen for HR Agents? For instance a custom field, or other seeded fi…
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How can we add text box on helpdesk pageSummary: How can we add wording/text box on the 'New Help Desk Request' page. Content (please ensure you mask any confidential information): How can we add wording/text …
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Question regarding Next Gen Migration Task: migrate Rule Sets for Queue Assignments after Job 3Summary: We are migrating to Next Gen and I have completed Job 1 and Job 2. Job 3 is data migration. The migration doc says the below: Update Assignment Object and migra…
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config pages still classicHi, is it correct to say that for Oracle Help Desk the configuration pages are still in the Classic UI? From my understanding, Redwood is primarily the user experience l… -
How can I mass update categories for existing open and closed HR requests?Summary: We would like to change the category of the existing HR requests by creating new categories. How can I mass update categories for existing open and closed HR re…
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How can we create Multiple field for Category, when we have subcategory?There is a requirement to create Sub Category and Child Sub Category fields. The available values in the Sub Category field should depend on the selected Category value,…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Application Composer Server Scripts dynamic fusion urlHi, Does anyone know if its possible or the syntax to use to amend the following Groovy def line variable so that it automatically uses the correct Oracle Fusion host do…
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Resolution NoteSummary: Once a resolution note is written and submitted, how can that note be viewed by HR Help desk admins? It may have been disabled at some point but I cannot find a…
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Helpdesk category not visible according to BU.Summary: Hi Helpdesk Team, I’m working on the helpdesk system where we have multiple BUs, and each BU should have its own set of categories. For example, BU A should onl…
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Helpdesk tags getting deleted from Manage tags page when deleted from SRSummary: While deleting an incorrectly added tag in an SR, the tag is also getting deleted from Manage tags repository. This is happening only when the tags are not used…
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Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
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Application Implementation Consultant role for Redwood HR Help Desk ImplementationSummary: In the Migration guide for HR Help Desk from Classic to Redwood UI, the instructions received from Oracle state to use the Application Implementation Consultant…
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On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 ErrorSummary: On clicking on any case as a case worker, we are getting 'Couldn't load data' Status 404 Error. Content (please ensure you mask any confidential information): V…
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Unable to save when choose a particular resource in internal service requestSummary: We have problem to save for one particular assigned to person. This user have resource role and help desk agent role. We can select the name in the drop down li…
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where do I configure resolution email templateSummary: need to update the text in the resolution email response Content (please ensure you mask any confidential information): Resolution email text is incorrect Versi…
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category field not visible when creating a new caseSummary: Category field not visible when creating a new case however the field is visible when going into an existing case details. Content (please ensure you mask any c…
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Groovy Script to show message content in email when SR is updated by Agent.Summary: Hi All, Can you please help us to find the groovy script which will show the content/message updated by agent into the email to the employee when the SR is upda…
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Unable to View All Help Desk Order Requests Despite Role AssignmentsSummary: Hello Community, A user has been assigned both the Internal Help Desk Manager and Internal Help Desk User/Agent job roles. However, the user is unable to see th…
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Live Chat - Access to Interactions as an EmployeeSummary: Hi All, We have enabled the Live Chat feature and its working for us without any issues. However, our client wants to show the interactions to employee as well.…
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Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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Redwood HR Help Desk 25D: Hamburger Menu Is Not Allowing Navigation Out Of Help Desk PageHello All, We are currently in build of the migration to Redwood HR Help Desk. We noticed an issue effecting navigation in the UI. When we are in the new HR Help Desk re…
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How do track the history of who the service request has been assigned to?Summary: How do we show the history of a ticket, specifically who it has been assigned to as it gets escalated? We are on HR HelpDesk (Next gen) Content (please ensure y…