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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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… -
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 … -
Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add … -
NextGen: Need a sample groovy for When SR Created in HelpdeskSummary: Hello Experts, I need a sample Groovy script that triggers when a Service Request (SR) is created. I would like it to send an email as well as a notification in… -
Assigned Service Requests are missing in Agents HR Help Desk landing pageSummary: Hi Experts, Agents who are contractors are unable to see Service Requests in their HR Help Desk Landing Page. They are only able to see Service Requests which t…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…
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Visual Builder not showing the changes made in Case formSummary: When using Visual Builder to make changes to the Case form I can see the number of fields being displayed and ones that are hidden (as attached) When i selected…
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Can I create tags that depend on the Case Type?Summary: Can I create tags that depend on the Case Type? So for instance if the case type was Disciplinary then a number of tags would contain reasons such as Breach of …
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SR Status change from Waiting to ClosedThere is a request from business to SR status to be changed from Waiting to Closed after 5 days, I don't see option to change the configuration under Setup and Maintenan…
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Turn off the notifications in HRHDSummary: ORACLE HCM is triggering many notifications and hence making it difficult or impossible for the team to manage those notifications effectively and efficiently. …
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how to display message on HRHD pageThere is a request from business to display message on the employee screen (refer attachment - text displayed in red) when an employee raise SR during non-working hours …
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Raise HR Help Desk ticket via SMSSummary & Content: The Oracle website claims that HR Help Desk users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. Ho…
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Hide actions in smart navigatorI see some actions being listed twice in the smart navigator and I noticed one of them takes us to classic and the other to responsive page. I'm aware we can hide the sm… -
query or table in service request managementSummary: We need to identify tickets that are not addressed for those requested information /response is already provided in Oracle service request management. We have c…
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We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…
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Calls are being closed automatically but it is not checking whether it is an off daySummary: Calls are being closed automatically, after the status awaiting user response, but it is not checking whether it is a day off Content (please ensure you mask an…
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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…
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How to see a user's login history?Summary: We're looking for a way to see if a user has successfully logged into their Oracle Fusion account. We often receive tickets from users not being able to log in …