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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Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H… -
Groovy Script to show message content in email when SR is updated by Agent.Summary: Hi All, Can you please help us to find the groovy script which will show the content/message updated by agent into the email to the employee when the SR is upda…
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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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User Group Department drop down is missingSummary: We tried to create user groups in help desk knowledge management, Department drop down is blank. Please suggest what steps we need to perform to enable it. Cont…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i… -
Hide Assigned Agent on Primary Point of Contacts SR Summary pageSummary: My client has a requirement to hide the assigned agent from the Primary Point of Contact on both the service request summary edit and detail page. This is servi… -
Blank pay group field should be automatically populated in Helpdesk requestSummary: Business does not want the paygroup field to be mandatory while creating Help desk request, they just want that if there is a blank pay group field it should be…
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Bulk loading Entitlement rule under coverages for HR Help Desk (Redwood) — high volume, multi-BUWe're implementing HR Help Desk across 100+ Business Units, each requiring its own Entitlement + Coverage + Milestone configuration (SLA response/resolution milestones t…
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We are looking to enable service workflow automations in Helpdesk.Summary: Service workflow automations appear to be the best use case for AI Agents. We are looking to connect these automations to trigger AI Agents within the AI Agent …
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New Item Requests and Item Category Assignments infolet does not show any dataNew Item Requests and Item Category Assignments infolet does not show any data eventhough the data is created.
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Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you… -
Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,…
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Case Management - Category Name required on Create Case pageSummary: We are trying to make the Category Name a required field on the Create Case Page, but noted that it is a virtual field using a template (CategoryNameCreateTempl… -
Dynamic link setup not producing links in email notification for Redwood HR Help DeskSummary: I am trying to produce links in the HR Help Desk email notifications. I am using the Redwood version and followed the steps in the below guides but with no succ…
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How to assign Help desk request from email to specific category ?Summary: Email is configured and HRHD SR can be created from email. Using Assignment rule, we can direct a SR to specific queue. But the category remains blank. How to a…
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Restriction on L3/L4 category in custom fieldHi Experts We are having requirement to avail L1 to L4 categories. Where we are using L1 & L2 categories in Seeded category field as a hierarchy. and L3/L4 in Select Att… -
Is it possible to Download and/or Print a Knowledge Article?Summary: Is it possible to Download and/or Print a Knowledge Article? We know that there is an ability to download/print attachments to a knowledge article - but our cli…
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Classic HRHD - Application error displayed while Creating and Accessing HR HD SRsSummary: Application error is displayed while creating and accessing HR Helpdesk SRs. Issue is seen for Employees/managers/Agents - everyone. NOTE: Initially, Issue occu… -
Restricting Knowledge Article Visibility Based on User AttributesSummary: Hi all, I would like to know if it's possible to restrict users' access to Knowledge articles based on a user attribute rather than their role. For example: Ful…
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I want to migrate case queues and categories to case managementSummary: My client has case management implemented but not HR Helpdesk and the queues and categories have been configured using the 'Manage categories for HR Helpdesk Re…
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Groovy script notification when agent doesn't respond in x daysSummary: Looking for guidance on creating a groovy script to send a notification to help desk agents that haven't done anything with a ticket in 2 days. I've been search…
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Can we restrict Helpdesk from viewing certain category or queue tickets?Summary: Example - HR should not be able to see tickets raised for category on ethics or sexual harrasment. (Next Gen Helpdesk)
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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restrict the visibility of CategoriesSummary: We have implemented HR HELPDESK and would like to restrict the visibility of Categories and tickets based on Categories assigned to the Help Desk Manager and Ag…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …