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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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… -
smartview install issue when upgraded from 32-bit to 64-bit officeSummary: smartview install issue when upgraded from 32-bit to 64-bit office Content (please ensure you mask any confidential information): 1) SmartView is unable to run … -
Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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Not seeing Omnichannel routing options for Automatic queues in HR HelpdeskSummary: Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. We've created assignment rules and queues to assign HRHD requests to queues and it's work…
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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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…
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Unable to make Category Read Only for Employee Edit Page in Help Desk.Business Process: We have setup a rule in which Category and Queue are mapped, based on Category selection Queue is selected. Issue: When Employee edits the request, he … -
In NextGen Helpdesk, Articles are Not Showing in Browse Popular ArticlesSummary: Hello Customer Connect, In NextGen Helpdesk, Articles are Not Showing in Browse Popular Articles for Next Gen Help Desk User, Agent and Admin. Articles have bee…
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Fusion HCM Help Desk Bulk Data Correction?Is there a way to mass update the tickets in Fusion HCM Help Desk ? We recently went live and now that we are more comfortable with the product we would like to re-categ… -
Alert for Create Service Request via Email FailuresSummary: Create Service Request via Email works 99% of the time. For the 1% that fail, is there a way to create an alert to notify Help Desk Managers and Agents in real-…
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User is facing the issue "Your account must be configured to access Knowledge Management."Summary: Hi All, A user facing the error "Your account must be configured to access Knowledge Management. Contact your Help desk." while accessing "My Knowledge" page. U…
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How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …
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Is it possible to enable auditing on custom fields created on service requests and in case managemenSummary: We are implementing HR Help Desk with Case Management and we are configuring a large number of custom fields for both the service request and the case, we requi… -
how to bulk upload service requestSummary: What is the best way to import sr in bulk in hr helpdesk , I checked there is no hdl available,please advise Content (please ensure you mask any confidential in… -
Does My Knowledge search the body of knowledge articles?Summary: How does My Help search bar and Redwood Knowledge actually search for knowledge articles? Content (please ensure you mask any confidential information): We are … -
Usage of Multiple BU/LE in Redwood HRHDSummary: Client needs to secure the HR Help Desk Module at the legal entity level. Specifically, Client wishes to use the HR Help Desk Module for both legal entities – L…
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Is it possible to download the Knowledge base uploaded to the system?Summary: hello, a customer asked us if it is possible to download all the knowledge base uploaded to the system, if if if it is possible can you tell me the action he ne…
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Next Gen Helpdesk - User able to view the request even if they are not Primary Point of contactSummary: Updating Primary Point of contact Content (please ensure you mask any confidential information): Hi Team, We have updated the primary point of contact using Too… -
Next Gen Help Desk- List of values not displayed for standard fieldSummary: for Agents in contact section there is a standard field Relationship type code ,the field is displaying however list of values are not displaying. Can please an…
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How to check the requester if the HR helpdesk ticket is raised on behalf of someoneSummary: Hi All, How to check the requester details in the helpdesk ticket if the primary point of contact is different than the requester. Version (include the version …
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HR Help Desk/ SLA consider Holidays, weekends and Leaves in SLASummary: Can add Exceptions for Leaves , business trips ,Holidays and weekends for SLA Content (please ensure you mask any confidential information): Version (include th… -
How i can add dropdown list of values in contact section of Next Gen HRHDSummary: Hi All I am currently working on migration of classic helpdesk to next Gen Help desk. I have a requirement for Agent view - In Contact section under Relationshi…
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Under Set Preferences unable to find Media ToolbarHi, Under Set Preferences option On HCM we don't have Media Toolbar Option to set it for Live chat. Can anyone guide as what configuration is required to get that option…
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Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
How to set auto response for informatory SRs ?Summary: How to set auto response for informatory SRs ? Content (please ensure you mask any confidential information): Version (include the version you are using, if app…
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HR Help desk / SLA can be set to automatically to each requestcan add each category with deferent SLA ?
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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How do you translate a knowledge article?Summary: I am unable to translate knowledge articles and unsure why. I see it is possible on Oracle Help Center but, I do not have the "Translate" dropdown under actions…
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Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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How long can a help desk service request remain in the system?Summary: hello, if I do not set the ORA_SVC_DELETE_CLOSED_SR_ENABLED profile option that allows the automatic deletion of a SR that has been closed for at least the numb…