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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Category option in advanced searchSummary: We have this "Category" field which is Choice list but we dont see the same in the Advanced search. We can see the "Category Name" which is a text type but not … -
Can we disable the delete attachment option in Classic Hr Helpdesk.Summary: Can we disable the delete attachment option in Classic Hr Helpdesk ?
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Redwood Knowledge Workflow ErrorSummary: Redwood Knowledge Workflow Error Content (please ensure you mask any confidential information): Hi All, Has anyone able to use Redwood Knowledge Workflow succes…
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Table name to export the SmartText configured in HR HelpdeskSummary: I am looking to export the SmartText configured in HR Helpdesk in the BIP Report. Please share the table name with me to export the details and table names for …
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HRHD - Groovy Script for Add Contact in Help Desk TicketSummary: HRHD - Groovy Script for Add Contact in Help Desk Ticket Content (please ensure you mask any confidential information): Hi All, If anyone has worked on groovy s…
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Has anyone used askQuestion rest API to find Knowledge base articles impersonating an employee?Summary: I would like to understand how to use the askQuestion api method to get KB articles impersonating an specific user Content (please ensure you mask any confident… -
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… -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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the name of contigent workers is not visibleSummary: Hy, we have a problem in Production Einvoirement whereby when a contingent worker opens a service request, in the agent's help desk interface the temporary work…
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HDL uses pipe delimiter within stringSummary: We have a position HDL which includes a data item that contains a pipe delimiter in the string, e.g. METADATA|Product Manager | Product Management|01-01-2002|31… -
Is there any cost associated with enabling help deskSummary: Content (please ensure you mask any confidential information): Is there any cost associated with enabling help desk Version (include the version you are using, … -
How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Email template, Notification Triggers - Client BrandingSummary: Hi all, Is there a way to incorporate a clients branding items on Outbound emails from the HR Help Desk e.g. email footers. I haven't been able to find any docu…
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Visual Builder Studio Landing page blank post to 24A upgradeSummary: When we've clicked on "Edit Page in Visual Builder Studio", getting returned a BLANK page. This issue is happening post to 24A upgrade. Content (please ensure y…
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How to solve help desk problems or identify the possible cause?Summary: I am implementing the help desk module in my project, I am starting and I have found many bugs. Content: Hi! I am working with the help desk module in Fusion HC…
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How can I create a report to show when any employee has submitted their elections?Summary: would like to see when any employee has completed their benefit elections but showing it submitted. Content (please ensure you mask any confidential information… -
Admin Access for Case ManagementSummary: We are trying to configure the Administrator role for Case Management where the user should be able to access the Cases belonging to their BU and should be able…
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Classic HR Help Desk - Modify "More Info" data fields displayed?Summary: Classic HR Help Desk - Modify "More Info" data fields displayed? Content (please ensure you mask any confidential information): Is there a way to modify the "mo…Scott Foos - Sr Manager HR Technology at ADT LLC 25 views 2 comments 0 points Most recent by Scott Foos - Sr Manager HR Technology at ADT LLC -
For how long a service request remain in the system?Summary: Hi. I did not set up the sheduled process that delete the Service request after tot. days. Here my question, for how long I will have access to a service reques…
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Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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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…
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HR Help Desk Milestones not CompletingSummary: Milestones for First Response and Resolution are set up, yet they are not automatically completing based on rules set up. Content (please ensure you mask any co…
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan…
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How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa…
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How to prevent creation of child SRs when actions are added to help desk requestsSummary: I'm exploring the option of adding actions and action plans to help desk requests. But when doing so, for each action that I have added a child SR is getting cr…
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People Assist Requests - Category fieldHello, does anyone know why dropdown values for Category field is not displaying when attempting to create a service request in People Assist? Can someone help me? :( Re…
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How to display the value of a toggle switch in Agent Details page (parent page)?Summary: We have a toggle switch in the agent details page or the parent page. Whatever be the value of it - true or false, it always shows 'O' in the parent page. How c…
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How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
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the title of the SR if it is very long is not read completely inside the "parent page"Summary: Hy, When handling a Service Request in the "parent" page it does not read completely the request title entered by the requester (if very long) I attach a screen…