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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Help Desk Bulk Load KB ContentSummary: We are in the final stages of implementation phase one of Oracle Fusion HCM. For our Help desk module we are wanting to create a library of Knowledge. To do so,… -
How can I make an HR Help Desk Category field required?Summary: Our HR Help Desk automatic (OmniChannel) routing rules are all based on the Category selected when submitting a request. In order to ensure a Category is chosen… -
Case Workers should only see their caseSummary: In previous releases, case workers only saw cases assigned to them. Does anyone know how to achieve this? I am having difficulty with access groups. Content (pl…
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Auto populate "Number of transactions" field to 1 in Redwood helpdeskSummary: I want to know if it is possible that in help desk SR details we have "Number of transactions" field, can this field be automatically populated to "1" but with …
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We are on Classic HR Helpdesk but few of our Setup pages are being rendered in Redwood?Summary: We have Classic HR Helpdesk implemented and we are experiencing issues with some of the Setup pages now trying to render in Redwood. Content (please ensure you …
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How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any… -
What determines the last 4 digits of a created Service Request Number?Summary: When the system creates HR Help Desk Service Request Numbers, I understand it utilizes the SVC_PUID_PREFIX value as a prefix to the SR and the SVC_PUID_FORMAT f…
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Feedback process in Helpdesk requestPlease let us know if there is any feedback process present in HR Helpdesk . Once a helpdesk request is closed is there any feedback process present in HR helpdesk throu…
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WhichRestAPI should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk?Summary: Which Rest API should be use for migrating Service Requests from Legacy System to Nextgen HR Helpdesk? Content (please ensure you mask any confidential informat…
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can't create service request through Digital AssistantAs the title says, after configuring ODA as shown on the community im not able to create SR, the chatbot gives below error :
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Where do SRs live when they are "soft deleted?"Summary: The profile option SVC_SR_IN_DELETED_DAYS description states: "The number of days an SR has been soft deleted before it will be purged from the database. Must b…
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Turn off inbound emails from Service Request (Classic HR Help Desk)We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we can reply o… -
Attribute's display label not fully visibleWe have a custom attribute that was created within application composer. The display label contains text of approximately 105 characters. However when the help desk page… -
NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Possibility of label name changes on Next Gen Employee SR Creation PageSummary: Hi, Customer has a requirement to change the labels on Redwood SR Creation Page. For ex. Subject on SR Creation Page should be should be changed to 'Briefly, wh…
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Default Coverage QuestionSummary: What are the values shown in the Default Level Value in Default Coverage? Is it possible to use other values like Grade or Location? Content (please ensure you …
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Redwood- HR Helpdesk - Multiple Business UnitsSummary: Hi Experts In HR Helpdesk v23D is it possible to have HRHD categories for multiple business units. I seem to only be able to see the catgories of the default bu…
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Help desk emails does not show imagesWhen we include an image in an help desk message and send the message (after selecting email channel), an email is sent to the user. However the image is not shown in th…
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how to create a link for the new Service request creation in a specific category ?Summary: Hello, We have a use case where the user should be navigated to the service request creation page with a specific category auto-populated. I believe this is pos… -
Issues with Create Appointment and Create Task in HRHD RequestSummary: 23B has introduced new functionality to 'Create Appointment' and 'Create Task' within HD Request. But they are disappearing after come out of the HD request pag…
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Next Gen HR Help Desk customer responses creating new tickets instead of attaching to originalSummary: When customers respond to Next Gen HR Help Desk emails, the response is creating a new ticket instead of getting captured in the original one. Content (please e…
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Service Request ButtonSummary: Probably a silly question with a simple answer, but can anyone tell me what this button is for?: Thanks! Cody Content (please ensure you mask any confidential i…
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have anyone used HR help Desk to act as a solution for an "Idea Lab", please adviseSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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assistance in explaining the solution of using HR help Desk for Disciplinary Actions and GrievancesSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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HR Help desk work request should show a notification to accept or reject a maintenance work requestWhile creating the maintenance work order, queues are selected and asset details are entered, and the Work Request is submitted. Work request gets assigned to a queue re…
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What are the use cases of initiating Journeys from Helpesk - Release note from 24B.Please share the use cases of the journeys initiated from the HR Helpdesk page by admins.
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when was Case Management included with HR Help DeskSummary: When was Case Management included wtih HR Help Desk? Looking for a Release date. Content (please ensure you mask any confidential information): Version (include…