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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A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres… -
Generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHDSummary: The 24C feature 'Automatically generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHD generates summary with not relevant keywords in th…
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Live Agent is not reflecting in Oracle HR HelpdeskSummary: We have followed all the steps mentioned in the video, however we still can't see live agent. Add Chat Agent Privilege Enter the promo code (not required for 24…
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Resource's manager is showing blankSummary: We have noticed that the manager of the resources are showing as blank even though we can see that manager is assigned in security console and person management…
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Actions keep bringing up error when submittedSummary: Afternoon all, I'm not sure why this suddenly keep happening but when I create Actions for the Case form I keep getting an error message once its submitted. I h…
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Moved: How to enable access to new custom report in HRHDThis discussion has been moved. -
Charges for installing Language Pack Plan in Oracle FusionSummary: There may arise a need in future where the client needs a different native language for Oracle Cloud Console. The navigation, menus, login screen and other feat…
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Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
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update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
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Adding Helpdesk request link to the messagesHi Team, How can I add a dynamic link in this section? This triggers an email, but there is no helpdesk request number and link attached here. Can you guide me on how to…
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Auto Populate Category and Channel Fields In Creation Of A Service RequestSummary: Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id. Example: If any em…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu… -
Moved: Need BI query or table for service request management offeringThis discussion has been moved.
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Can we grey out the submit button in HRHD before raising service requestSummary: We want to grey out the submit button in redwood HRHD if certain conditions are not validated, such as active emirates ID and passport of employee Content (plea…
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Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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Case Type menu to produce a set of values using choice menuSummary: I want to create a choice list for the case type. I have been trying to do this in Visual Builder but with no success. For instance when a Case Type such as Dis…
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HRHD Subject Area Time Month formatSummary: Hi Help Desk - HR Service Requests Real Time Subject Area have Time.Calendar Month field. The value is coming as '2024-12' (YYYY-MM) Format. We need to display …
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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
Remove specific Infolets from Infolet section without Agents / Managers interference.Summary: Remove specific Infolets from Infolet section without Agents / Managers interference. Content (please ensure you mask any confidential information): We need to …
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Audit History not visible in cases 24DSummary: Case Agent users are not able to see audit changes as part of the audit history even after making a change. Content (please ensure you mask any confidential inf… -
HCM – Using Oracle Digital Assistant with 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): Did yo… -
Actions Menu - Redwood HelpDeskHello! Wondering if it is possible to update the options in the Actions menu on the Redwood Helpdesk landing page? Right now there is Assign to Me and Delete Request. I'…
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HR Form Not Correct Using Oracle Policy ModelingSummary: I am updating our HR Forms using Oracle Policy Modeling. These forms are filled out via the HR Help Desk. I've added a field for "Business Unit" but the data be…
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Affected party and primary point of contact are showing different name formatSummary: When an SR is created in HR Helpdesk, the Affected party and primary point of contact are showing different name format. Content (please ensure you mask any con… -
Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
Redwood for Core HR -need assistance on migrationHi , We are starting to implement Redwood in our firm for Core HR HCM. Can someone please guide what is the step by step procedure in a short form so that i can then fol…
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Article dynamic link in email is taking user to home pageSummary: I have configured the ARTCILE_LINK dynamic link for the specified Business Unit and the added the external url, but the url is taking the user to the home page …