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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OTBI - Bulk Search for Specific Tables in Data SetsSummary: Looking for a way to conduct a bulk search on all of the OTBI data set SQL statements for specific tables Content (required): Upgrades have impacted our custom … -
Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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Set Up VB Studio to Extend Oracle Cloud ApplicationsSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (required): OU Resources How-to : set up VB Studio Videos : E… -
HCM Release Readiness Updates Published 6/2/2023Summary: Hello Everyone! I wanted to let you all know that the 23C New Feature Summary and What’s New are now published to the Readiness site. You can access them from: … -
Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…
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How Popular Knowledge Articles are sorted under my help?Greetings, I would like to inquire if anyone within the esteemed Oracle community possesses knowledge pertaining to the method by which Popular Knowledge Articles are ar…
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Oracle Enterprise Asset Management (EAM)Can I please get the confirmation whether Oracle Fusion SaaS a fully fledged Enterprise Oracle Assets Management (EAM) module ? I know the Oracle EBS has a solution solu…
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Redwood HR Helpdesk - Notification sent to the employee when their request has a status of 'Waiting'Summary: My customer has a requirement to send an email notification to the employee when their request has a status of 'Waiting'. What is the best way of doing this. Do…
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Is it possible to populate the SR number & agent signature when composing messages?Summary: Content (required): Is there a way to auto-populate the SR number or a link back to the original SR when using the Redwood Help Desk platform to compose message…
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Alert Composer & Visual Builder Studio demo requestI am reaching out on behalf of our Cloud HCM Community, and we are currently seeking a demonstration on a couple of topics related to the Cloud HCM platform. The topics … -
Next Gen HR Help Desk - Issue while creationWe are facing an issue while creating a service request. We have a User with below roles but still we are not able to create the service request from Quick action "Creat… -
Can we create groups of knowledge articles to be displayed in the My Help page in those groups?Summary: Need to sort the knowledge articles in groups like FAQs, Policies, Forms, etc. and show them as folders in the My Help knowledge article area. Content (required… -
Internal NotesDear colleagues, I am inquiring about the possibility of activating internal notes or conversations for HR-Helpdesk Requests. I have attempted to establish a collaborati…
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Where should I get help from RCA team/Oracle's Customer Success Manager?I need to Ask for Unplanned Outage while happened at China Standard time from 05:30 to 6:06 AM on 23/05/2023 I rise a SR about this topic, support refer that a RCA team … -
Need to display only Active Departments from REST API Service ConnectionSummary: Hi, We have configured a custom field to dynamically display on a Next Gen Help Desk Layout. Currently the custom field is associated to a Field Template that c…
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HR Helpdesk Agent cannot see created queuesSummary: Content (required): Implementing HR HelpDesk 23B Redwood for a client and I am having issues being able to see the queues created through HR Queues by an employ…
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Change Default Font Text and Sizes for Rich Text BoxSummary: Is it possible to change the default font text and font sizes in the Rich Text boxes when creating a knowledge article? Content (required): Our client would lik…
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Newly created category is not displaying any milestones after raising Service Request in HRHelp DeskSummary: Hi Team, We have a requirement to create new categories in the HR Help Desk. We have created the same called Minor Injury category and it is reflected while cre…
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My Messages - Access DirectlySummary: Content (required): The parent page for My Messages on HRHD: how to access that page without first having a notification regarding an internal conversation, cli… -
I need to promote the 'Get Subscription Entitilements' from version 0 to version 1.Summary: We are on 23A Redwood Next Gen HR Helpdesk. I need to promote the 'Get Subscription Entitilements' from version 0 to version 1. Is there any documentation on ho…
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Knowledge Management Preview ArticleSummary: A button to first preview the article for them to check how it looks like when published Content (required): Preferably in Redwood: Is there a Preview button to…
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Knowledge Management ApprovalsSummary: Are there any approvals in Knowledge Management? Content (required): Client would like to have an approval before publishing or deleting knowledge articles. The…
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Case Management - Documents vs AttachmentsSummary: Difference in functionalities between Documents (Case Management) vs Attachments (HR Heldpdesk) Content (required): Hi Team We want to understand the difference… -
Loading users and Workers using HCM data loadSummary: Hi If any one is aware how to load large volume of users/workers through excel file (possibly HCM file load?), please share steps and navigations. thank you ! C…
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Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
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Does Redwood HR Helpdesk have Approval Workflows?Summary: I have not seen any workflow mentioned in documents. Our client seems like they wanted to have something like after the agents states a resolution, they want to…
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Email Notifications are not working after 23BSummary: Email Notifications are not working after 23B Content (required): We have configured the following notifications in Help Desk and they were working fine prior t…
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Issues with Create Appointment and Create Task in HRHD RequestSummary: 23B has introduced new functionality to 'Create Appointment' and 'Create Task' within HD Request. But they are disappearing after come out of the HD request pag…
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How to get list of value in Custom Field based on CategorySummary: Hi, I had created one custom column and choose field type as Choice List (Fixed) and assign Lookup Type. I need to show the list of value of the custom column b… -
Is there a way to have a field to capture Maintenance Org for ISR?Summary: We are implementing Maintenance Cloud and using Help desk to capture Work Request information. There is no Field on the Standard Form to capture Maintenance Org…