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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Understanding communication on Helpdesk messageHi Team, I would like to understand the message concept. We do not have inbound email configuration. Employee has to enter the helpdesk tool and update the content. Howe… -
Implement Case Management Without HR Help DeskSummary: Customer only wants to track grievances. Is there a way to opt-out of Help Desk and just use Case Management? Would case workers need to be help desk agents any…
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Does anyone know the groovy script to add a link to a notification?Summary: I'm trying to bring a link in here so that the notifications have a clickable link? I've looked at Thanks! Content (please ensure you mask any confidential info…
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How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes… -
Redwood Help Desk :How to add Subject in TriggersSummary: Hi, I have a requirement to trigger messages to an inbox whenever any updates made on SR. I have made below script but want to include Subject as well , also wa… -
Is it possible to hide the "Edit SR Details" icon for Employees using VBCS?Summary: We are trying to hide the "Edit SR Details" icon on the HR Help Desk SR page for the employee. In VBCS, we are unable to achieve this customization. Can anyone … -
how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…
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HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----…
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Access for non workersSummary: Hello, Can non workers have access to Helpdesk? Pensioners/Retirees should be able to access the Helpdesk to create their own request or/and to access Knowledge… -
How to install a language pack?Summary: We need help with the procedure to install a language pack on Oracle Fusion Applications Content (please ensure you mask any confidential information): We are t…
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How do I insert a link to the SR in Smart Text?We have activated smart text for the SR assignment etc. We would like to put a link to the relevant SR in the message body. How would we do that? Code Snippet (add any c…
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How to edit the subject in email Notification.Summary: Hi, I am working on Help desk Request Bell and Email notifications, may i know how can i customize the subject of the email notification. Content (please ensure…
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Approval Process for Service Help DeskSummary: We want the approval process for the Service Help Desk request (Create work request) for the Maintenance Module in Oracle fusion. Business wants the approval pr…
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Assignment and RoutingHello Everyone, I am looking for a solution to the following scenario: When an employee raises a request under the Talent Management category in Oracle HCM, I would like…
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I have some query regarding HRHD Notification.Summary: I am working on HRHD notification, I want Bell and Email Notification so when i am going to create notification for the classic UI by notification preferences s…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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Next Gen: NO Notification or Email Trigger to employee when SR raised in HR HelpdeskSummary: Hi All, Next Gen: When an SR is raised in HRHD by an employee, the employee is not receiving any email or in-app notifications, Its bit critical could you pleas…
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Category Selected in HR helpdesk automatically assigns to queueSummary: Category selected in a Service Request automatically gets assigned to the correct queue eg. Sales Selected as Category the Queue for Sales is also seleted from …
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How to configure Product Usage Groups in Redwood HR Help Desk?Summary: How to configure Product Usage Groups in Redwood HR Help Desk? Do we have any guide or configuration document to refer? Content (please ensure you mask any conf…
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Invalid Expression ErrorSummary: Hi All I am new to VBS. I have copied the createModelHRHDRule layout and added the fields 'Business Unit Name' and the 'BUOrg'. When I try to publish this chang…
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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…
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Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario.
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Add line manager to CaseSummary: Is there a way to add Line Manager of the Person who has raised a case or his/her service request has been converted into a Case Content (please ensure you mask…
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person number in Redwood HR Helpdesk templatesSummary: Hello Everyone, We are using Redwood HR Helpdesk and Person number is not available in the seeded fields available in the Agent and Employee Visual builder stud…
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How to add HR helpdesk ticket as Hyperlink in Email ?Hi Team, We have a requirement to have hyperlink in email, so when employee click link it should route back to ticket in application. Setup the profile value "ORA_SVC_EN…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Auto Assign the case to the employee line managerHi, We need to automatically assign the case raised by the employee by email to his line manager for initial investigation before involving the case manager. Regards
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…