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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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… -
Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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Oracle Fusion Redwood HR HelpdeskSummary: Currently we are using Oracle Fusion Classic HR Helpdesk. We would like to move to Redwood features. Could you please how to move to Redwood HR Helpdesk? Also d…
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My Knowledge search not allowing space bar to workSummary: Hi all, When searching for or editing knowledge articles the space button does not work and Cannot use the space bar in My Knowledge. let me know for any possib… -
Is it possible to trigger a survey once HR helpdesk ticket is resolvedSummary: Is it possible to trigger a survey once HR helpdesk ticket is resolved Content (required): We have a requirement from customer if surveys are possible. Is it po… -
Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Multiple holiday calendars in Next Gen Help DeskSummary: Multiple holiday calendars in Next Gen Help Desk Content (required): We have a requirement to implement different holiday calendar for different regions. The SL…
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Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe… -
Redwood Next Gen Human Resources Help Desk RolesSummary: Hi Experts, I need some advice. I have copied the Next Gen Human Resources Help Desk Roles for Agent, User, Manager and Administrator. The only role that allows…
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Inbound Email ImplementationI have a question on Inbound Email Implementation. We have followed up below steps, New EMail channel created with strip Code, all the profile values are set up based on… -
Can a form be built on HR Help DeskSummary: We have a client requirement on building a free form in HR Help Desk (rather than people attaching a form). Is this possible through app or page composers? Cont… -
Error while adding the individual action plan to a case and escalating HRHD to a caseSummary: Receiving error message JBO-FND:::FND_CMN_INVALID_ATTRB_API_SERV: (SVC-5295310) in two case management scenarios. Adding an individual action to a case. The sam…
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Can we trigger notification for response/updates on Conversations?Summary: We want to send notifications whenever there is an update on the 'Conversation' part. Is it possible? Content (please ensure you mask any confidential informati…
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Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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the dropdown for "assigned to" is blank in hr helpdesk edit pageSummary: issue why it's not showing any drop down for assigned to in edit page the dropdown for "assigned to" is blank in hr helpdesk edit page Content (please ensure yo…
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Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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User Group Department drop down is missingSummary: We tried to create user groups in help desk knowledge management, Department drop down is blank. Please suggest what steps we need to perform to enable it. Cont…
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Groovy expression to categories based on the email subject and email bodySummary: Hi Team, We have requirement to categories the SR request based on the email subject and email body,I am creating the logic under triggers with the triggering e…
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When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o… -
Unable to add resources to Help Desk QueuesHi All We are trying to add resources in queue for Helpdesk but getting below error. We have added resources in the directory as well but we are unsure about the system …
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Server error in Help desk classicSummary: Our Agents are facing the below error while accessing incidents. If we try to access the incidents multiple time from home screen back to incident screen then t… -
Hide Assigned Agent on Primary Point of Contacts SR Summary pageSummary: My client has a requirement to hide the assigned agent from the Primary Point of Contact on both the service request summary edit and detail page. This is servi… -
Inbound email Ticket CreationSummary: Can someone post the correct Oracle Help instructions for configuring ticket creation from emails sent to a specific outlook inbox? So far I have followed this:…
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New Item Requests and Item Category Assignments infolet does not show any dataNew Item Requests and Item Category Assignments infolet does not show any data eventhough the data is created.
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Bulk loading Entitlement rule under coverages for HR Help Desk (Redwood) — high volume, multi-BUWe're implementing HR Help Desk across 100+ Business Units, each requiring its own Entitlement + Coverage + Milestone configuration (SLA response/resolution milestones t…
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Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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Case Management - Category Name required on Create Case pageSummary: We are trying to make the Category Name a required field on the Create Case Page, but noted that it is a virtual field using a template (CategoryNameCreateTempl… -
Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,…
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Classic HRHD - Application error displayed while Creating and Accessing HR HD SRsSummary: Application error is displayed while creating and accessing HR Helpdesk SRs. Issue is seen for Employees/managers/Agents - everyone. NOTE: Initially, Issue occu…