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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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up… -
redwood help desk task menu is not loadingSummary: 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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Enable AI Assist in Knowledge AuthoringSummary: Hi, we want to enable the AI Assist option while creating new knowledge articles in Redwood. We have enabled Generative AI features with help of Promotion Code …
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Transfer from Oracle Digital Assistant to Live Chat from HCM landing pageSummary: We understand that as it currently stands, in order to transfer from Oracle Digital Assistant to Help Desk Live Chat, this must be done via the My Help Employee…
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Helpdesk agent is able to see requests in other queues which he is not a part ofHi All, We are doing a testing. Helpdesk agent created a Request, Admin assigned it to agent1 of another queue. The former agent is still able to see the request. Is thi… -
HR Help Desk - Forward/Backward action of SR tickets in the Ticket details page not workingSummary: The forward/backward arrow in the SR ticket details page is not working according to expection. Content (please ensure you mask any confidential information): M… -
Groovy Script for Action Plan due date notificationSummary: We have due date duration defined for each action within action plan which is added in a Case. How can we share a reminder to Assigned to Person of Case when du…
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queue is available at table and not at UI while using Import Functionality at HelpdeskSummary: We are Trying to Import queue with the help of Import Functionality , Import is sucessfull and able to see them at Table but not appearing at UI. Note : Queue c…
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REDWODO helpdesk tickets Not Auto Assigned to AgentSummary: We are migrating our helpdesk to REDWOOD and while we have setup the assignment rule and queue are setup for auto assignment and omni channel is enabled, the ti… -
How I create agent in Help desk?Hello, I assigned the Help Desk Agent role to a user in Oracle HCM Help Desk. The role assignment is completed successfully, but when I try to add the user as a resource…
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Contacts are not visible in Appointment Detail pageSummary: We are trying to add contacts on the appointment page, but no contact is visible. Content (please ensure you mask any confidential information): Version (includ…
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Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
Live Chat User average waiting time and estimate wait time not populating in HR Help deskHi, When a live chat user initiates a chat and the agent does not accept it, the user should be able to see the average wait time and estimated wait time. We have config…
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I can only see tickets raised by meSummary: In the Helpdesk, sporadically, I can only see Service requests which I have raised. Queues otherwise appear as "No Data to display". Content (please ensure you …
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rules and logic used / HR Help Desk / automatic assignment of SRHello I would like to understand the rules and logic used by Oracle HCM Cloud HR Help Desk for the automatic assignment of service requests Could you please confirm whic…
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HR Help Desk Knowledge Base limitationsHello, I would like to know if there are any limitations in the HR Help Desk Knowledge Base regarding the size or the number of articles that can be created and stored. …
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Can we add a custom field actual completion date in internal service request action plan task detailSummary: Hi, Is there any way that we can add the custom field actual completion date in this action plan task detail screen? Content (please ensure you mask any confide…
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Announcing: Oracle CX Partner Enablement Training Series (Sep 8 - Oct 2)We’re excited to invite all Oracle implementation partners to join our upcoming Oracle CX Partner Enablement Training Series, starting September 8 and running through Oc… -
HR Help Desk Fields appear blankHi Team, After 25C, the data in the fields we have displayed on our Agent Edit HR Help Desk Request page now appear blank. The data previously inputted is no longer visi…
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Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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How to migrate from responsive UI Helpdesk to Red woodSummary: How to migrate from responsive UI Helpdesk to Red wood Content (please ensure you mask any confidential information): Version (include the version you are using…
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How to enable milestone in internal service requestSummary: Hi, Is anyone know how to enable milestone feature for internal service request? I try to setup "Manage Business Unit Service Milestone Configuration for Intern…
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How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
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assinged to field not auto populated, queue is set correctly as defined in the applicationSummary: assinged to field not auto populated, queue is set correctly(auto populated) as defined in the application
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Queue not visible in Manage Service Assignment RulesSummary: Hello Everyone.. We have migrated HRHD to services as part of REDWOOD migration and as most of the components got migrated successfully, we noticed the queues u…
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
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Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
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Help desk SR email notifications subject can be modified?Summary In Redwood UI, for Help desk SRs email notfications Subject can be modified?currently subject is triggering as Notification text first line from Notification pre…
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Hi All, We are facing an issue. while raising an SR in help desk it throwing an error.Save failedA database constraint was violated while storing the changes in the database. If anyone help us with resolution -
Milestone based on Category Is not populatingSummary: Milestones based on category is not populating Followed all the steps mentioned in the previous community posts. But still no luck. Attached the steps followed.…