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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I can't able to access HR Helpdesk Screen.Summary: I can't able to access HR Helpdesk Screen. I have added resource in resource directory but when I open HR helpdesk request then blank screen is opened. Content … -
How can I activate/enable the following service preferences in HR Helpdesk Next Gen?Summary: How can I activate/enable the following service preferences in HR Helpdesk Next Gen? Content (required): How can I activate/enable the following service prefere… -
Primary POC Quick Actions ->BenefitsSummary: We noticed when clicking on the Primary Point of Contact, the quick actions menu pops up, which is great, but we noticed that it is missing a benefits section. …
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23C Update: NOTIFY ALL MEMBERS OF A QUEUE FOR HELP DESK RELATED EVENTSSummary: This is a new feature that customers must enable for fusion help desk. Sadly, there are no "steps" provided on how to enable this feature - does anyone have the… -
23C Customer PERFORM MASS UPDATES TO HELP DESK REQUESTS IN THE REDWOOD USER EXPERIENCESummary: We enabled this feature in our test environment, but the directions are not clear on how to utilize the function Content (required): Directions: Help Desk agent…
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Adding a Knowledge Article Link to a TicketSummary: With the addition of 23A, the ability to add a knowledge article link to a ticket has disappeared, we can attached an article, but not the link - this is still …
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23C UpdateSummary: With the new patch, My Messages and New Messages is not working for agents Content (required): When an agent clicks on My Messages or New Messages quick links, …
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Is there the ability to search by Affected Party through Adaptive Search in HR Help Desk?Summary: We have the need to search by Affected Party in HR Help Desk (NextGen) and are attempting to enable it in Adaptive Search; however, we are unable to locate Affe… -
Redwood - HR Helpdesk - AuditingSummary Is HR helpdesk auditing availalble if you do not have a licience for Service. My customer is only using HR Helpdesk. Content (required): I know that auditing is …
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Agent is repeatedly getting browser cache errorSummary: Agent is repeatedly getting browser cache error Content (required): Agent is repeatedly getting browser cache error "Ensure the logged-in agent is defined as a …
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Redwood Knowledge search issue for mobile devicesHi guys, we've found an issue when searching for Knowledge Articles in the Redwood 'My Help' page on Mobile devices. As soon as you tap the search bar, you get an error …
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How to assign an agent to a specific subcategory?For example, an agent is assigned to the subcategory "Gafetes". They are assigned to the queue called "Administración de Personal"
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Code to trigger notification when internal note is added to SRSummary: Code to trigger notification when internal note is added to SR Content (required): We have a requirement to trigger email notifications to assigned person whene…
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Can a form be built on HR Help DeskSummary: We have a client requirement on building a free form in HR Help Desk (rather than people attaching a form). Is this possible through app or page composers? Cont… -
Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v…
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How are SRs automatically distributed to team members?We have the following categories and subcategories We need to know how to automatically assign the corresponding member of the subcategory when we have team members in t…
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Suppress Attachment Category in Next Gen HR Help DeskSummary: Currently, I could see three attachment category displayed while creating a service request. My client requested to suppress all the attachment category and add… -
Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …
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Add custom text to Help Desk Redwood pages with Visual BuilderSummary: We are currently implementing Next Gen Help Desk and need to add custom text to a couple pages with Visual Builder. Content (required): Oracle documentation ind…
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Does the Min Max Planning Report in Fusion consider the Open Purchase Requisitions?Summary: Does the Min Max planning report consider the open Purchase requisitions that do not have a Purchase Order created yet in the list of sources to calculate the o…
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What is the role that enables the functionality of assigning SRs to both oneself and others?Summary: hy, What is the role that enables the functionality to assign SRs to both self and others whenever I remove the ORA_SVC_HR_SR_ADMINISTRATION role I can no longe…
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Agents are not assigned to the HR Help Desk Request automaticallySummary: Agents are not assigned to the HR Help Desk Request automatically Content (required): Agents are not assigned to the HR Help Desk Request automatically even aft… -
Tables to get details of schedules and its details from Subscription Management to link with HRHDSummary: Tables to get details of schedules and its details from Subscription Management to link with Help Desk module Content (required): Needed tables related to Sched…
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I can't able to setup resource directory.Summary: Hi all, In helpdesk , I can't able to setup resource directory where we can add a resource for helpdesk request. Please help me how to setup resource directory …
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Help Desk - Work RequestSummary: Through the help desk we created a work request for a maintenance work order, Now we need to build the report for the work request can someone share the backend…
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Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari…
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How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…