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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How to Hide Inline Attachments in Attachments Category in HR Help DeskHello All, We are trying to Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Options but couldn't able … -
Redwood Help Desk - Departmental StructureHi all, Does anyone have any suggestions on how to report on the department of the individuals available (Affected Party, Contact, Agent, etc) within the Redwood Help De…
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Moved: FBDI RoadmapThis discussion has been moved. -
How to hide Product Code in HR Help Desk SRHello, We are trying to hide "Product Code" in HR Help Desk as per business requirement. We tried through sandbox but couldnt able to do. Can anyone guide the way.
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How to Disable/Remove/Hide Inline Attachments in Attachments Category in HR Help DeskSummary: Hello All, We are trying to Disable/Remove/Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Op…
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Can we add non agent as resources for HR Help Desk Action Plan?Hi All, Does anyone know how we can add non hr help desk agent as resource for HR Help Desk action plan? I have tried adding employee as resources in "Manage Resources" …
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Help Desk FeedbackSummary: Hello, My stakeholders are interested in incorporating an automatic Feedback section into each ticket to gather the Primary Contact's thoughts on their resoluti… -
Mass migrate or upload assignment rulesHello, We are in the process of migrating from classic Helpdesk to Redwood Helpdesk. We have hundreds of assignment rules currently and I was just wondering if there is …
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How to route service request raised by user to the agent of the user's business unit?Hi, We have a requirement where the customer needs to automatically route the service request to the agent that belongs to the concerned user's business unit or legal em… -
What is the reference element for keeping a resource inside a queue?Summary: Hi, Our client encountered an anomaly on an sme this resource (sme) changed from an internship type contract to a fixed-term contract, thus changing the matricu…
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Redwood Helpdesk - Can you Add Fields to landing summary page?Are you able add fields to the landing summary page? We are able to so this on the responsive helpdesk so why can this not be accomplished in Redwood -
Agent not getting email notification when a ticket is assigned- Only getting bell notificationHi, We have triggers in place for an agent to get bell notification whenever the ticket is assigned to them. And in BPM Worklist our Notification is set to 'ALL'. So, sh…
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Manager approval emails approve reject buttons?Hi, We are using nextgen helpdesk (HCM) and have built an object workflow that sends an email to manager if a certain request type is created. I have created an email te…
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Some HR Helpdesk categories not appearing in SRSummary: Hi everyone, Some of my HR Helpdesk categories are not appearing on the Create an SR page. I have checked the parent and child categories in Setup and Maintenan…
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Can we customize HR Helpdesk DashboardSummary: We have a requirement to customize the HR Helpdesk Dashboard which is available in the Helpdesk requests landing page. The requirement are categorized into 2 pa…
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Default Queue blanked automaticallySummary: Hi, We have noticed that Default Queue blanked automatically in prod env. We have checked and we cannot find if the issue has been caused by a process or by a d… -
Issue with Suppressing Zeros in Formula Column - Assistance NeededDear Oracle Community, I'm currently facing an issue with suppressing zeros in a formula column within a form. Despite enabling the "Suppress 0/Missing" option, the supp…
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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IT Security Manager Role - ORA_FND_IT_SECURITY_MANAGER_JOBSummary: Hello, I wanted to see if anyone knows which role name within ORA_FND_IT_SECURITY_MANAGER_JOB allows for password reset in Security Console. I am trying to see …
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HRHD - Update Primary Point of contact for Closed SRsSummary: After Global Transfer no visibility for Old BU SRs Content (please ensure you mask any confidential information): Dear Team We have a requirement in HR Helpdesk… -
Helpdesk Service Request Access based on Business unitSummary: Content (please ensure you mask any confidential information): We have requirement to add restriction on ‘Service request view’ by Helpdesk Agents. For example,…
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Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising … -
Where to find email text when a SR is created or logged in HRHD ?I have to change the text in the email that gets sent to user whenever an SR is created. Where do I find the email text to make changes on it when a SR is created or log…
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Can we add 'Tags' as a column to display on the Redwood Help Desk UI landing page.Summary: As you might aware, Oracle has delivered Tags Functionality to classify Helpdesk requests in 24A. We have a requirement to display Tag as a column on the Redwoo…
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Does anyone know if it is posible to hide the product group field in the knowledge filter and in SR?Hello all, I am implementing Help Desk and one of the clients' requeriments is to hide the Product Groups field in the Knowldge filter and when making a service request.…
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Customize the main login screenSummary: We want to see if it is possible to customize the main access screen to HCM by adding another design.
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Object Workflow Email - To Send to Emp upon CreationSummary: In Redwood HD we're trying to configure an object workflow email to send upon a request being created, but we only want this to send when an employee creates th… -
"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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Milestones Not Applied To Service Requests in Hr help desk .Summary: When creating or updating a Service Request, Milestones not applied to Service Requests after create SR. Content (please ensure you mask any confidential inform… -
How come it appears tab "others" with respective features?Summary: Hello, it has been brought to our attention by the client that for help desk profiles the tab "others" appears which previously did not appear Can you tell me w…