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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HR Help Desk Primary Point of Contact - Bulk UpdateSummary: Hi All, Can we upload the primary point of contact in HD in bulk? If the user left the company or is on holidays, is there a process we can run to have this fie… -
hr helpdesk manual V automatic distributionSummary: We have 2 separate queues on HR Helpdesk. Some members of staff appear in both queues. One is set to manual distribution, the other set to auto distribution. Wh…
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Trouble saving Help Desk Request from ESSSummary: Hi, Each time I try to save a service request from the employee's login, I am again and again getting this message: "The party record isn't found for the select… -
Created Queues are not visible in HR HelpdeskSummary: When I am creating a queue in HR helpdesk and after that click on save and continue button then data security policies error are occurred as seen in the below s…
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Next Gen Help Desk - Custom Field Not Visible in Visual Builder Studio PreviewSummary: I have added a custom field via Visual Builder Studio. I can see the custom field on the page designer view but it does not show up when running preview. Is the…
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HR HELPDESK - SCRIPT FOR TRIGGERING NOTIFICATIONSSummary: Hi Experts, Have a requirement for triggering notifications: 1. Acknowledgement to primary contact when a SR is raised 2. Notification to both the primary conta…
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How to restrict the list of value of status field - Visual builder studio HelpdeskHi, On the redwood nexgen helpdesk page, I would like to restrict the list of values available for the "Status" field. As employee, when they create the service ticket, …
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How to make it read only field - visual builder studio HelpdeskHi, I have scenario where I want to make the Severity field as read only field for the employees. Only the Helpdesk agents are allowed to change the value of the severit…
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How to access Resource Directory to add a resource.Summary: I am not able to see Resource Directory under “Others” folder in the left navigation menu to add a resource for HR Helpdesk Request. Content (please ensure you …
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How can I make an HR Help Desk Category field required?Summary: Our HR Help Desk automatic (OmniChannel) routing rules are all based on the Category selected when submitting a request. In order to ensure a Category is chosen…
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How to retrieve the deleted standard coverage help deskWe have mistakenly deleted the standard coverage in use. Is there a way we can retrieve it back? or is there any export and import option that can be used to get it from…
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Product Group is not populating any list of values in Create Service Request pageSummary: Hi Experts, I am trying to find list of values against product Group but i could not find any values. Screen shot for your quick review and reference. Please le…
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Can we make the fields selected under Help Desk request tab as default?Summary: Everytime we select a field and save it , it saves the search criteria but can we have the ability to make it our default settings in Help Desk Requests tab. Na…
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Do we have Next Gen log for tracking the names who have updated the service requests?Summary: Is there a log or tracker which can let us know which Agent has made any kind of changes on the service ticket? Changes can be reassignment of service request o…
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How can we implement Multiple BU in helpdeskSummary: I tried implementing using the below doc How Business Units for Service Are Set Up (oracle.com) but unable to implement it. Please suggest how can we do it or a… -
Show BU/Company Name of EmployeeSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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Remove Employee/Internal Service/Everyone in User GroupSummary: Is there a way to remove them? Content (please ensure you mask any confidential information): Customer would like to know if those can be removed since they are…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
In HRHD, want to limit Statuses LOV available when updating SR as an employeeSummary: Employees should not be able to change an SR status to other than New or Resolved Content (please ensure you mask any confidential information): Version (includ…
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In HRHD, want to limit Statuses available when updating SR as an employeeSummary: Employees should not be able to change an SR status to other than New or Resolved Content (please ensure you mask any confidential information): Version (includ…
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How to enable email notifications for a Service request status change?Summary: hi, I have a problem with email notification, I can't activate email notification on SR status change, while email notification works for a message exchange. Ho…
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Customized report linked in Service Request page in HR Help DeskSummary: Would it be possible to link a BI customized report in the SR main page details? The report has been created in the dashboard: but we would need to link it here… -
How to import Inline Attachment via Import management?Summary: In some cases, HRHelpDesk Request related messages contain attachments that are inserted within the body of the email or message. We need to import inline attac…
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ODA Instance RefreshSummary: How the development instance of ODA can be refreshed from Prod? Content (please ensure you mask any confidential information): Version (include the version you … -
Detail DescriptionSummary: Can Detail Description field in the next Gen Helpdesk be made rich text? Content (please ensure you mask any confidential information): Version (include the ver…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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how to make LOV depended in VBSSummary: how to make LOV depended in VBS Hi, I have a requirement, I want to make Assigned to Lov depended on Agent Category. Once i select agent category the agent name…
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How do I set a prefix for SRs in NextGen HR Help Desk?Summary: We need to set a prefix value for SRs in NextGen HR Help Desk but it doesn't seem like there is a prefix profile option specifically for NextGen HRHD. What I me… -
Can the stamping process be canceled for some collaborators in Oracle Cloud?Hello everyone, I hope you can help me with my next question, there are some collaborators whose payroll has already been calculated and stamped correctly, but it is nec…
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Can't add resources to Help Desk QueueSummary: When trying to add an employee to a help desk queue, they do not appear within the search results. Trying to understand if there is some type of restriction or …