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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Need to send email notification to service agent if the records are not updatedSummary: Hi, Customer needs to send a notification the assigned to person of the SR, if the SR has to been updated for a period of time. For example low priority SR it h… -
Category Name attribute is not showing in Next Gen HR Help deskWhile defining assignments rule in Next Gen HR help desk in service request queue area i am able to see Category Name as LOV in Attribute but while was trying to define …
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How to change names in helpdeskHi, We are facing an issue where all names displaying in helpdesk (contacts, assigned to, and team members) are pulling in the user's full legal name. We would like to c…
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
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Create Service Request option is not loading in RedwoodHi Experts, We have enabled Redwood for Help Desk. But when we go to HR Service Requests and then select Create Service Request button, the screen opens in UX and not in… -
How to Remove Queue Access for the Agent who is not longer helpdesk Agent?Summary: We have a list of individuals who no longer work on helpdesk tickets due to reasons such as department changes or promotions. We have removed the Helpdesk Agent…
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Can you specify what file types a user can upload to a Service Request in HR Help Desk?Summary: I know in other modules you can limit what document types can be supported when uploading miscellaneous attachments, but can't see any profile options to contro…
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HR Helpdesk tickets not being auto-assigned to agents and queuesSummary: We are using classic HR Helpdesk. From past few weeks, our Helpdesk tickets are not being auto assigned to agents even though the agents are available and have …
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Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp… -
Help Desk Admin should not see casesSummary: Is there a privilege providing access to cases for the Help Desk Admin? We are trying to use a custom access group for Admins- they should not have any Case Man…
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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…
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Clarification: "My New Messages" vs. "My Messages" in Oracle Fusion HCM HR Help DeskSummary: We are seeking clarification on the functional difference between the "My New Messages" and "My Messages" quick action icons within the Oracle Fusion HCM HR Hel…
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Incorrect Primary Contact Phone Number Display in Next Gen HR Help Desk (Redwood)Summary: We are experiencing an issue in our Oracle Fusion HCM's Next Gen HR Help Desk (Redwood) where the Primary Contact Phone number is displaying incorrectly on the …
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Help desk | importo custom field in VB DEV1 to TESTHi all, I done some changes and created custom fields in Visual Studio. After that, I deployed the changes from DEV1 to TEST. While I can see all the updates, the custom…
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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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Is there a notification to notify a specific resource when case is updated?Summary: We want a notification to a specific case when cases are updated. We do not want to use the conversation feature- we want to send a notification to the Director…
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What role is required to add contact to case?Summary: We are using the CRM stripe for HR Help Desk Case Management. When the Case Manager tries to add a contact using the + sign, they are redirected to the home pag…
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Is there any way to set selected ess jobs at top in schedule process based on userSummary: Hi Team, User run Import AutoInvoice and Print receivable transaction job more often from ess. Is there any way that they can list those two ess on top if they …
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HR Help Desk Actions and Action PlansSummary: We are exploring how we might use actions and action plans in HR Help Desk to greater effect, and would love to connect with other Oracle customers already usin…
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Escalate to Case - limited to number of fields displaying in UISummary: When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice f…
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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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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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How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…
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Sort category list for help deskHello all, In the "Category" field of the help desk system, is it possible to define a custom order for the categories, or can they only be sorted alphabetically?
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What setting to make the install base asset available in internal service requestSummary: We have certain install base asset in maintenance module which is not available for LOV install base asset field in internal service request. Is anyone know abo…
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…
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Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
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Required cookies prevent app users to see full contentWe’d need assistance regarding an ongoing issue with the Help&Contact page handling in the AEGEAN app and mobile browser for the logged-in users. More specifically, when…