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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Automatic assignment of HR Help Desk requestWhen submitting a request in HR Help Desk When you save, the request is sent and automatically assigned to the corresponding queue. The problem that arises is that it is… -
External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
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Mass Updates to Help Desk Requests in 23C ReleaseGreetings everyone, I'm curious about the capabilities of the 23C release for the Next Gen HR-Helpdesk regarding mass updates. Specifically, I'd like to understand how t…
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Where do I check updates history of ESS jobsSummary: Where do I check updates history of ESS jobs Content (required): I would like to manage releases (a history list of updates). I am particularly ineterested in v…
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Internal vs Miscellaneous attachment in HR HelpdeskSummary: Internal vs Miscellaneous attachment in HR Helpdesk Content (required): What is the difference between Internal vs Miscellaneous attachment in HR Helpdesk? Vers…
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Not able to see any value for installed based field for Internal Help deskSummary: Not able to see any value for installed based field for Internal Help desk Content (required): I'm not able to find any value for Installed Base Asset field. Ve… -
I am not able to create articles in Knowledge ManagementSummary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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Could someone help me identify the error in the trigger script?Summary: We have a requirement to automatically change the status to "Resolved" for service requests with the subject "FYI: Termination" when they are assigned to a spec…
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Non worker as knowledge authorSummary: I am not able to search non worker under knowledge user. I want the user to be able to create knowledge articles. I was able to search non worker and add them u… -
Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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How to integrate Oracle intelligent advisor with helpdesk and generation of form at end of interviewSummary: How to integrate Oracle intelligent advisor with helpdesk and generation of form at end of interview Content (required): we need to integrate OIA in helpdesk an…
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23C Moved To Prod - Tickets not Routing to QueuesSummary: Has anyone else moved 23C to Prod? Our tickets are no longer routing to queues (categories are being chosen). Content (required): Since accepting the 23C patch,… -
Unable to restrict service request categories based on business unit - NEXTGEN HRHDSummary: Hi All, 1.We are "Unable to restrict service request categories based on the business unit". 2.We are Implementing NextGen HRHD. 3. We have a requirement where …
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I'm not able to create Articles in Knowledge Management.Summary: I'm not able to create Articles in Knowledge Management. There is no option visible to create articles in it. Content (required): I'm not able to create Article…
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Nexgen Helpdesk : Helpdesk Agent initiating "Start internal conversation" via emailHi All, I tried to login as agent and initiated "Start internal conversation" and choose the channel as email. I selected an SME , who is not identified as agent and sen…
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Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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Is there a way to mass 'cancel' tickets in HR Help Desk?Summary: We had a shared inbox forward emails to the HR Help Desk, but instead of just forwarding the current emails it forwards all the historical emails, so it created… -
NextGen HR Helpdesk Mass Update FunctionalitySummary: After configuring the new Perform Mass updates to Help desk requests in the redwood experience, I'm unable to determine how to utilize the new feature. Content …
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Next Gen Help Desk - Queues Not Updating in Landing Page; Can't Filter by QueueWe have an issue where Queues are not updating or displaying in our Help Desk Requests landing page. Due to the Queues not updating, this in turn seems to cause the sear…
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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 …
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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…
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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…