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Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Unable to delete category options from lookup menu from the HR Help Desk request formSummary: In the Category lookup menu why am I unable to delete the values even though it gives me the option to do so. When I select Delete I get the error message attac… -
HR Helpdesk agents being made unavailable/inactive when not actively working on screenSummary: HR Heldesk agents are being made unavailable within HR Helpdesk when they are not actively working on the HR Desktop / HCM Screens. this is happending when the …
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Service Time per Ticket - Report (Classic HR Help Desk)Hi all, We need a Report to calculate the time between the ticket's opening date and closing date and time, considering customer calendar (Considering work hours and exc… -
Hide the author names from the actual knowledge article page.Summary: The author's name is visible on the actual knowledge article page. In 24C, Oracle has released a feature that allows us to hide the name from the 'My Help' sect… -
how to enable "Next Gen Human Resources Help Desk User" role for all active employeeWe going to enable HRHD for our UAE client with headcount for 500+ employees. Enabling it manually for all 500+ employees is not possible. Please help me on how we can e…
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Can we increase the character length to 1000 in per_periods_of_serviceSummary: Customer wants to increase the character length to 1000 in DFF which uses table per_periods_of_service , requested review of the existing flexfield fields in th…
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case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
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…
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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…