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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Add an embedded video within Article in Knowledge Base?Summary: Hi, Would it be possible to add an embedded video within the content of an Article in Knowledge Base? Thank you, Kind Regards Silvia -
how to create a link for the new Service request creation in a specific category ?Summary: Hello, We have a use case where the user should be navigated to the service request creation page with a specific category auto-populated. I believe this is pos… -
How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con… -
HR Help Desk Dashboard Infolets creationSummary: How to create an infolet for the new HR Help Desk Dashboard Content (please ensure you mask any confidential information): We are exploring the use of the new H…
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Send notification on ISR Work Request creationSummary: We have implemented Help Desk for Internal Service Requests. When ever an User creates a ISR Work Request in 'My Help' work area, a notification either in app o…
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Is there a way to use categories and queues for both HR Help Desk and Case Management?Summary: We are implementing both the Redwood HR Help Desk and Redwood Case Management. The requirement was set that both applications are using the same queues and cate…
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Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
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Help Desk Bulk Load KB ContentSummary: We are in the final stages of implementation phase one of Oracle Fusion HCM. For our Help desk module we are wanting to create a library of Knowledge. To do so,… -
Can't add resources to Help Desk QueueSummary: Content (please ensure you mask any confidential information): Employee has all Payroll and HR roles required and all HR Helpdesk required, they match a colleag… -
Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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Did you miss a Help Desk event on Cloud Customer Connect in 2023?The Help Desk Team wants to thank each and every one of you that attended our Cloud Customer Connect events in 2023! And if you missed one our webcasts this year, here’s… -
Service Request is not visible to Agent in Next Gen Help Desk.Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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In Redwood HelpDesk, want to remove the status look up value ( Closed, Resolved) in the mass updateSummary: In Redwood HelpDesk, recently enabled the mass update feature Now we need to customize or remove the status lookup value in the mass update feature to restrict …
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How to check if Redwood is enabled on a POD?**This post was created as part of a How to Service Request (SR) Release: 23C Summary of the question: We wanted to confirm if Redwood experience is enabled for help des…
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Does P2T affect HCM and ERP instances both?Summary: When we ask for a P2T, considering we have two instances for ERP and HCM, can we ask for only ERP P2T? We don't want HCM test to be overwritten. There is anothe…
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Defaulting Severity based on Category using VBS for Help Desk requestsSummary: Hi, We are migrating from classic to Redwood Help Desk and now using the 'Help Desk Requests' and 'My Help' for the new improved experience. We are now working …
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Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Why SR not showing after creation through postman and Digital assistant.Summary: Why SR not showing after creation through postman and Digital assistant. Earlier worked fine. Content (please ensure you mask any confidential information): Ver…
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COPY ATTACHMENTS WHEN COPYING HELP DESK REQUESTSSummary: Hi Everyone After 23D we don't have copy attachment option visible. I have also added the privilage provided in new Feature. can some one please assist if there… -
Notification to Queue Owner after X amount of days - Request UnassignedSummary: Hi Community! Client has a requirement to issue a notification to the Queue Owner when there are HR Help Desk requests unassigned in the queue after a certain a…
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How can I disable the pop-up notifications when there is a new Service Request assigned to agents?Summary: When a new SR is assigned, it triggers a pop-up notification. The notification is unnecessary, and hen it pops up, it prevents them from writing responses and a…
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Remove Author name in Helpdesk .Summary: Hi Team, Is it possible to remove/hide Author Name functionality in Help Desk. 1) Is that Possible to Hide/Remove below red color marked one.? 2) Is that Possib…
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Start date for Lookup codesSummary: Is it necessary to input a value in Start Date for a lookup code in order for it to be active? Or in order for a lookup code to be active, the "Enabled" checkbo…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
Restrict data in Help Desk RequestsWe have a requirement wherein we want to restrict the asset data in help desk requests for the specific orgs the user has data access for. We are trying to edit the cust…
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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ…
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Subject Area "Help Desk - HR Service Request Summary" is providing far few resultsSummary: Using plain Subject Area with only 3 fields and no filter is retrieving just a few closed SR Content (please ensure you mask any confidential information): Hi, …
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Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat…