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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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn… -
HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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How to tell the last refresh (P2T) from my TEST environment?Summary: We just want to know the last refresh date of the current TEST environment for Fusion ERP Content (required): How to tell the last refresh (P2T) from my TEST en… -
Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
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Automatically update severity when status changed from Resolved in Redwood HelpdeskSummary: In Classic helpdesk we had groovyscript in place that would automatically update the severity of a case when the status was changed from Resolved to another ope…
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Omnichannel routing and bell notification errorSummary: I've created notification triggers and set my notification preferences utilizing the Assigned example groovy scripts provided by Oracle in the Help Desk Impleme…
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Redwood UI: Is it possible to edit or add deep links to the employee spotlight page?Summary: In the new Employee Spotlight page, we would like to remove /edit the deep links that are located on the left hand side under the employee data: Journeys, Touch… -
How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Set a time for most browsed articles in Knowledge HR Help Desk?Summary: Hi, is it possible to set a time frame for the section "Browse Popular Articles" in Knowledge Management in HR Help Desk? Basically, we need to set 30 or 60 day… -
Require assistance for Enabeling the Adaptive Search for Next Gen HelpdeskSummary: We are enableing the Adaptive Search (Elastic Search ) for Redwood help desk by following below steps. However Job is keep on failing with [ 404 Not Found ] {"e… -
Computer Telephony IntegrationSummary: We have been asked to provide the insigts of implementing Computer Telephony Integration in Helpdesk integrating customer existing helpdesk service. While I go …
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HR Help Desk / When an employee submits the SR,Summary: Can he should not be able to change anything except the status after submits ? how handle that ? to make only he can change status ? Content (please ensure you … -
Is it possible to edit the Email Notification sent from Case Management?I would like to amend the generalized email notification that is sent from case management. Currently this is a no response email notification. I would like to adjust th…
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Need Groovy Script for sending bell notifications when Employee or Agent send messages.Summary: I need to get those notifications when Agents or Employees sent messages to employees for a particular SR. They only get an email for the message received but n…
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Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
export knowledge articleSummary:How to export knowledge articles to import into another system Content (please ensure you mask any confidential information): Version (include the version you ar…
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HR Help desk / replace label save and Close to ( Save and Submit)Summary: How to replace label from save and Close to ( Save and Submit) in SR . Content (please ensure you mask any confidential information): Version (include the versi…
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can't create service request through HCM Digital AssistantAs the title says, after configuring ODA as shown on the community i'm not able to create SR, the chatbot gives below error : We are using Redwood HRHD. you can check th…
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Turn off notifications which is getting generated when contacts and resources are added within case.Summary: We need to turn off meeting updated notifications which is getting generated when contacts and resources are added under appointment within case. However, we ar…
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Trying to Hide few fields from Create Help Desk Ticket page using VBS extension but getting errorSummary: Access to fetch at 'https://idcs-oda--da2.data.digitalassistant.oci.oraclecloud.com/tts/voices?channelId=&userId=_174B21098C49E2DCE0630B91500A4411' from origin …
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Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the …
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Confirm the timing that triggers error SVC-5295325Summary: We're looking to find out how long after saving a request that error SVC-5295325 will then show for other users when trying to make any updates to the same requ…
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Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to…
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"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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knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Subject area : "Help Desk -HR Service Request Lifecycle" does not return data.Summary: In the topic area : Help Desk -HR Service Request Lifecycle does not return data. I attach a screen When we try to extract data from this subject area it does n…
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attachments to a knowledge base article do not open on another page?Summary: hello, how come the attachments in a knowledge base article don't open in another page even though I set the option Thanks Best Regards Gianfranco Content (plea…