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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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… -
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… -
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… -
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… -
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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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… -
We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…
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Not able to update user email in resource directorySummary: We are Implementing Help Desk application. We need to add a person as Queue resource. We are getting error while we add the person to the queue.When we checked …
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Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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Not able to hide "Subject" tabSummary: Hello, I am not able to hide "Subject" tab within the Service Request's details page The customer requires to hide this tab as it is meaningless and misleading …
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Is there any way to find the Privilges for the Particular page/ActionSummary: Hi , Is there any way to find the Security Privileges for the Particular page/Action. For Example, I did not have access to check the Scheduled Jobs for the par…
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"# of Open HR Service Requests" We are unable to achieve the open requests of <24 hours, <48 hoursSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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Generate Appointment Reminder process replaced?Summary: Could you please confirm if the Generate Appointment Reminder process has been renamed Generate Activity Reminders? I'm trying to schedule Generate Appointment …
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol…
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Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks Gianfranco
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Help Desk Communication Should Include a Link Back to the TicketSummary: When an agent/Primary Point of Contact responds to a ticket using the email channel, it should automatically include a link back to the ticket. We can use the S… -
Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
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Redwood FunctionalitySummary: Document required for Redwood functionality for Purchasing Module in Oracle Cloud Content (please ensure you mask any confidential information): Version (includ…
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Why don't I get the changes to display the employee's full name in Spanish on the main screen?Summary: Changes were made so that the format of the name appears complete, NAME, PATERNAL LAST NAME and MATERNAL LAST NAME, but these changes are only reflected in Engl…
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HR Help Desk API is not fetching any dataSummary: I am trying to use GET method for HR Help Desk API. I am getting the error as 'Definition SourceCd of type Attribute is not found in SrAllCategoriesEO.' and fai…
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Help desk SRs are not being assigned to agentsSummary: 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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Knowledge article-LocalizationSummary: Hello Everyone! We have requirement or i would like to create knowledge articles country wise. If you have implemented knowledge or HRHD you might have know tha… -
Redwood HR Help Desk - Remove a field in the Copy Help Desk Request - 23DSummary: Hi All, I am trying to hide a field in the Copy Help Desk Request form. However when try to edit the form in VBS the form does not display. Also there does not …