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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I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update itSummary: I am not able to view the categories in Manage Categories for HR Helpdesk task. How can I update the categories? Content (please ensure you mask any confidentia… -
How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cl… -
can we enable NextGen HRHD in a environment where redwood not enabledSummary: Currently, Redwood is not enabled in the customer's environment. However, we would prefer to proceed with NextGen HRHD instead of the classic HRHD. I would appr…
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How to set up My help widget directly on Mobile for HR HelpdeskSummary: Hi All, is it possible to have HR Helpdesk-My help icon tile directly displayed on Mobile so it can be one click for users instead of going it to Mobile App? An… -
Case Type value to display specific buttons/fieldsSummary: Content (please ensure you mask any confidential information): I want to create a condition that only produces specific buttons when a case type value is select…
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Automatically trigger Escalate to Case Smart ActionSummary: Content (please ensure you mask any confidential information): Is there anyway to automatically trigger the Escalate to Case smart action once the HR Help Desk …
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'Retrieve Inbound Email Messages' ESS job frequencyHi all How often do you recommend running the Retrieve Inbound Email Messages ESS job? There isn't a recommended frequency on the document so I'd like to check. Thanks E…
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Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
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Employee Search screen displaying pending worker recordsHi all, The 'Employee Search' quick action for HRHD is currently displaying both Employee and Pending Worker records. Is there a way we can restrict this to only display…
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How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…
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Groovy script sending out incorrect notificationSummary: Content (please ensure you mask any confidential information): I removed the script which notifies the employee when they submit a request. For some reason it w…
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Case action 'Compose Message' not visibleSummary: The action 'Compose Message' is not available in the list of actions from the Case action bar. The latest 'Using Case Management' user guide shows that this sho… -
Agents being "Assigned To" a Service Request in HR Help Desk is not being savedSummary: Hi Oracle Experts, When agents are assigned to work on a Service Request and selecting the 'Assigned To' is not getting saved. I checked the agent is having Res…
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can we automate the manual adding process of employee as a resource in resource directorySummary: Is there a way to automate the manual adding process of a employee as a resource in resource directory for access helpdesk moduke Content (please ensure you mas…
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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Cannot add households or contacts to casesSummary: We are using the HR Help Desk default stripe for Case Management. We are unable to add additional contacts that do not exist in the system on the case. The clie…
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Not able to select 'Automatic' - creating a QueueWhen creating a queue in Helpdesk, the option for Distribution is disabled. Not able to select 'Automatic'. The default is 'Manual'. Can anyone help on this.
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Automatic tagging of contract administrator role to new joineeSummary: We have done autoprovision for helpdesk role but HR has to tagged employee a contract administrator role. Then only employee will able to used helpdesk module. …
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Fetching user roles failed with error code 501Summary: We are trying to make some customizations using VBS on Case Details (EDIT) page, but we are getting an error. Could anyone suggest what is the reason for this? -
Visual Builder Error when I try and previewSummary: Content (please ensure you mask any confidential information): After adding new custom fields and duplicating the layout for Edit Mode in Case Management I keep…
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The groovy script for a resolved requestSummary: Content (please ensure you mask any confidential information): I created the below groovy script to send out a bell and email notification to the primary contac…
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Groovy script for request creation not workingSummary: Content (please ensure you mask any confidential information): I am trying to set up a notification in the HR Help desk for Redwood once a request has been crea…
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Difference between Inline and Miscellaneous attachments in HRHDSummary: I dont find difference between Inline and Miscellaneous attachments in HRHD, both looks same for me. Can you let me know what is the Difference between Inline a…
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Browse Popular Articles section should display Category tiles instead of FAQsSummary: Browse Popular Articles section should display Category tiles instead of FAQs, Please find attached document for more details to understand what is the expectat…
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Required role/privilege name to get 'Help Desk Requests' option under HelpdeskSummary: I don't have 'Help Desk Requests' option under Help Desk .I want to know role/privilege name to get Help Desk Requests option under Help Desk Kindly share me if…
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HR Help Desk to Redwood DeadlineHello, Is there a deadline for the migration of the HR Help Desk to Redwood? The last timeline shared by Oracle did not appear to specifically mention that the HR Help D…
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Provision to have User guide for Employee UISummary: Is it possible to upload help document /user guide for employees in HRHD redwood page. If yes how can we do it. Content (please ensure you mask any confidential…
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Knowledge article rating scale to be changed from five star rating to Sad and happy smileySummary: Currently we have five-star rating and like/dislike rating to rate the knowledge article in HRHD. Is it possible to have Sad and happy smiley as the rating scal…
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"Last update date" under FAQs not to be displayed to the EmployeeSummary: Can we hide the "Last update date" under FAQs for Employees in HRHD redwood version Content (please ensure you mask any confidential information): Version (incl…
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"Create Request" button to be moved to the topSummary: We wanted to move the "Create Request" button to the top in HRHD redwood version in employee screen. It is possible to do this change Content (please ensure you…