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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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… -
Hide one of the most browsed articles in HR Help Desk?Summary: Hi all, Is it possible to remove from the most browsed articles one of them? E.g. in the below example/print screen the client needs to remove the circled one a… -
Can we apply filters under 'My Help' search for more specific knowledge search results in Help Desk?Summary: Can we apply filters under 'My Help' search for more specific knowledge search results in Help Desk? Content (please ensure you mask any confidential informatio… -
Case Management: How to generate a pdf lettersSummary: Is it possible to generate letters, for example a disciplinary warning letter from within a case, that can be emailed as attachment? How can this be achieved? C… -
How to extract all the SRs including the screenshots/attachments in Classic HR Help Desk?We would like to extract all the existing HR Service Requests including full discussions, screenshots and attachments in Classic HR Help Desk. Is this possible? -
Can anyone help in understand how Use Score works in HR Help Desk Assignment Rules?Summary: How Use Score can be used to differentiate HR Help Desk queues? Content (please ensure you mask any confidential information): We have configured different HR H…
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How to create the Flexfields on Internal HelpdeskSummary: Requirement is to create additional fields on the Internal Helpdesk Redwood screen. 1) Can this be accomplished without using VB studio (preferred)? 2) Can we h…
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Object Workflows not sending emailsSummary: We have created an object workflow, that triggers on creation without any condition, to send an email notification. Email notification is not received. We can s… -
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How to remove a resource from the resource organization?We have identified some users as resources and added them to the resource organization. How do we remove them as resources later?
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Can anyone explain how a Resource Directory works and how should it be set up for HR Help Desk?What are the ideal steps to be followed to set up Resource Directory and in what sequence? Is the Organization set up first, and then Resources are added? Are Resource T…
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Turn off inbound emails from Service Request (Classic HR Help Desk)We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we can reply o…
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How to create an employee as a resourceSummary: Please provide guidance on how to create an employee as a Resource. We are currently live with HCM, and are now implementing HR Help Desk, I have assigned the e…
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Implementing Help Desk, do we enable the Service Offering?Summary: We are currently implementing Help Desk and some of the configuration must be done under the Service Offering, we are not licensed for Service, can I go ahead a…
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Can we Merge tickets in HR HelpdeskSummary: Customer wants to merge multiple tickets with similar issue into a single tickets in HR Helpdesk
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Milestone Entitlement Rules report in HelpdeskCurrently under Subscription Management -> Entitlement Management -> Standard Coverage we have defined the template and under this we have created conditions (Category N…
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How to Hide Inline Attachments in Attachments Category in HR Help DeskHello All, We are trying to Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Options but couldn't able …
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Redwood Help Desk - Departmental StructureHi all, Does anyone have any suggestions on how to report on the department of the individuals available (Affected Party, Contact, Agent, etc) within the Redwood Help De…
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Moved: FBDI RoadmapThis discussion has been moved. -
How to hide Product Code in HR Help Desk SRHello, We are trying to hide "Product Code" in HR Help Desk as per business requirement. We tried through sandbox but couldnt able to do. Can anyone guide the way.
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How to Disable/Remove/Hide Inline Attachments in Attachments Category in HR Help DeskSummary: Hello All, We are trying to Disable/Remove/Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Op…
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Can we add non agent as resources for HR Help Desk Action Plan?Hi All, Does anyone know how we can add non hr help desk agent as resource for HR Help Desk action plan? I have tried adding employee as resources in "Manage Resources" …
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Help Desk FeedbackSummary: Hello, My stakeholders are interested in incorporating an automatic Feedback section into each ticket to gather the Primary Contact's thoughts on their resoluti…
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Mass migrate or upload assignment rulesHello, We are in the process of migrating from classic Helpdesk to Redwood Helpdesk. We have hundreds of assignment rules currently and I was just wondering if there is … -
How to route service request raised by user to the agent of the user's business unit?Hi, We have a requirement where the customer needs to automatically route the service request to the agent that belongs to the concerned user's business unit or legal em… -
What is the reference element for keeping a resource inside a queue?Summary: Hi, Our client encountered an anomaly on an sme this resource (sme) changed from an internship type contract to a fixed-term contract, thus changing the matricu…