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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Calendar invites in HRHD/Case ManagementHello - does anyone know if there are any plans to integrate calendar invites with HR Helpdesk or Case Management? It'd be useful to be able to send these from messages … -
Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S… -
How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Reschedule Elastic Search PublishSummary: Reschedule oder Cancle Elastic Search Publish Content (required): I have a question about Elastic Search Publish and I hope you can help me! The user who create…
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Is there any document which highlights the difference between HR Help Desk Classic and RedwoodSummary: Is there any document which highlights the difference between HR Help Desk Classic and HR Help Desk Redwood (NextGen) Content (required): I am looking for some …
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Redwood HR Help Desk - Create notification - Subject lineSummary: Hi Experts, I need some advice regarding the notification which is sent to the employees when a request is created. I have created an object trigger against the…
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Can Knowledge Locale naming be changed?Summary: Changing of Knowledge Locale names Content (required): Customer would like to use Knowledge Locale, however they do not agree on how they are named. They would …
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Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the ButtonSummary: ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the Button Content (required): Hello, Is there a way to customize the Company…
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Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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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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remove notification on the operator when posting a messageSummary: Hi, If an operator enters a message on the hr help desk, we would like to avoid receiving the notification when he enters the message himself. We found the code…
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privileges that allow you to assign a service requestSummary: What are the roles and privileges that allow you to assign a service request to another agent or to yourself? Thanks Content (required): assign a service reques…
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
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How can I get the locked/unlocked status of a user by REST API?Summary: How can I get the locked/unlocked status of a user by REST API? Content (required): How can I get a user's locked/unlocked status by using the REST API? We need…
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Need Query for Fusion ESS processes with Notification type identifiedSummary: Need a query to list all Fusion ESS 'parent' scheduled processes, identifying the following for each waiting 'parent' processs: process id, process name, and fo… -
VBS Field Templates do not hold or save value across layouts - Next Gen Help DeskSummary: We are currently testing Next Gen Help Desk functionality and have noticed that the Field Templates created in VBS and applied to custom fields made in App Comp…
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Notification to Assignee when user adds a messageHi, has anyone been able to set up a Bell Icon notification that triggers when a user adds a message to a Request in Redwood HRHD? I have tried adding triggers to the HR…
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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… -
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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Related to 23B - Auto-delete closed SRs mandatory featureSummary: We have a mandatory feature in 23B which helps delete close service requests. But we are not able to find the corresponding profile options required to set for …
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Redwood Case Management - Security based on QueueSummary: Our customer has Redwood Next Gen HRHD - 23A. They have a licience for HR Helpdesk but not for Service. I want to use queue assignment based on category for the…
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Help Desk Notification after # of Days in WaitingSummary: Hello, We are looking to add an additional Help Desk Notification that will go to the Primary Point of Contact after n Number of Days their SR has been in a Wai…
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HR Helpdesk Classic and Redwood ReportsSummary: Are there any delivered reports for the classic and the redwood? I was searching the knowledge base and only found the infolets. Content (required): Version (in…
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How to set up a Notification to go to users when they Create a Service Request?Summary: We want to set up a auto notification for when a user creates a service request they automatically receive a notification as confirmation displaying basic info … -
Is Case Management part of NextGen Help Desk?Summary: Could someone please help me understand if Case Management is part of NextGen Help Desk? Content (required): We are implementing NextGen Help Desk and would lik…
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Can we hide or disable Contact Information Icon appearing near Primary Point of ContactSummary: Contact Information icon is showing details which HR helpdesk do not use When a Service Request is raised, when we click on Contact Information, we see items li…