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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Significance of Job Title and Phone NumberSummary: Upon creation of HR Help Desk request in Redwood template, there are couple fields like Job Title and Phone number under contacts and Team members section. Curr… -
NextGen Help Desk Action Plans - migration from a instance to anotherSummary: Redwood NextGen Help Desk - Action Plans Migration Content (required): Hi, we are in the process of migrating NextGen Help Desk to a new environment. Can anyone… -
massive removal of knowledge articlesSummary: remove multiple articles from the knowledge Content (required): Is there any way to massively delete articles from knowledge? Thanks Best Regards Gianfranco Ver…
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Can we remove [External] in EmailsSummary: Content (required): Is it possible to remove the [External] part from emails sent by the environment? Client mentioned that the employees may mistake them for u…
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Can appointments generate an email in case management?Hi, does anyone know if it's possible to generate an email to an employee after creating an appointment in case management? Could this be stored against the Case? The id…
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Redwood - HR Help Desk - Link to HR Helpdesk request in an email notification - version 23ASummary: We are using Redwood Next Generation HR Helpdesk. We have a requirement to embed a link against the Helpdesk Request number in the email notification which is s…
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Queue assignment rulesSummary: Hi Team, We have requirement to define the queue assignment rules based on two different rule set. 1. Based on category & Legal Employer of the primary point of…
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Adding Employee Details to SRs (Next Gen)Summary: Content (required): Has anyone been able to add employee details to SRs? We would like view specific details related to the primary point of contact based on SR…
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Does a change of category by an Service Request help desk agent trigger a queue change?Summary: Does the change of a category from the SR edit page made by an HRHD agent trigger the change of the queue? Content (required): If an agent change the SR's categ…
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Additional Contact Messages and Responses visibilitySummary: Our client is wanting to understand what visibility the additional contact on a SR would have, particular around messages to the Primary Point of Contact from t… -
How is it possible to automatically fix the timezone of all users, per the country that they are in?Summary: Right now, all users have UTC as their time zone. However, we have users located in different countries, thus, they are in different time zones. How is it possi…
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Knowledge Article Category Analysis ReportSummary: Content (required): I am trying to create an Analysis Report to get the list of Knowledge Articles depending on their categories, however I am not able to find …
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Is First Assignment Metric Possible?Summary: Can we create a metric where it starts immediately (creation of ticket) until it is assigned to an Agent? Content (required): Client would like to replace the F…
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Next Gen Help Desk - Getting the error while i click the Helpdesk iconSummary: Hi , While i click the Help Desk getting the below error. How to resolve this. Can any one has any doc to setup HR Help desk. Content (required): Version (inclu…
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How to include SR number in Milestone Notification email subject?Hi All, I am trying to include SR number or reference number in milestone email subject. Can anyone suggest me how to include the same? Regards, Nishanth Version (includ…
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Intermittent issue where inbound emails are getting created under CRM Stripe codeSummary: Next gen HR Help Desk - Created Email channel as per the documentation link https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/configure-an-email-channe…
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Redwood:Next Generation HR Help Desk - Monitoring Milestones for the HR Helpdesk RequestSummary HR Helpdesk Milestones Content (required): How are you monitoring your milestones in HR Helpdesk. Are you using the email notifications? Version (include the ver…
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HRHD Knowledge articles character limitationSummary: Hi, my client is requesting the character limit for HCM-FAQs and HCM-Solution sections. We need the character limitation for: HCM-FAQ FAQs - #? Answer - #? HCM-…
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I can't see a list of contacts for Primary Contact option when creating a CaseHi, can anyone give me some insights on how Primary contact and Household are populated in HCM Case management(create Case)? As of now, the list is coming up empty for m…
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How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
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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 …
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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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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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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…
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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…