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Oracle’s Redwood HR Help Desk vs. Classic HR Help Desk: Why Implementing Redwood HR Help Desk is the Smart Choice

Nizam Mogal

Nizam Mogal

Enterprise Applications Architect

01. UI/UX

Enhanced UI/UX with a modern look and feel, intuitive and easy to use

Oracle’s Redwood HR Help Desk features a sleek, modern interface that is designed to be intuitive and easy to use. Navigation has been streamlined and finding information and tools compared to the Classic HR Help Desk. Furthermore, the new interface is device-responsive, automatically adapting to fit any screen size or orientation. 

Some notable improvements in this area include:

a. Centralised location for all help-related queries, including articles from Knowledge, and information from resolved and open requests.

b. Improved extension capabilities via Visual Builder Studio, enabling flexible layouts such as two or three columns that work seamlessly on desktop and mobile devices. 

02. Page Extensions

No repetition of page extension configurations across Fusion pods

Redwood HR Help Desk eliminates the need to repeat page extension configurations across Fusion pods, resulting in significant time and cost savings for clients. Visual Builder Studio enables easy deployment of page extensions to other pods as needed. 

03. Integrations

Opportunity to avoid costly integrations for HCM and ERP data in Help Desk

Redwood HR Help Desk offers a major advantage by providing an easy way to integrate data from core HCM and ERP applications into the help Desk, which was a challenging task in the Classic HR Help Desk. This eliminates the need for expensive integrations and minimises the risk of data errors and inconsistencies. Oracle Visual Builder Studio documentation provides detailed information on this feature. 

04. Employee Relation Cases

New ER case management module configured to suit specific needs for efficient case handling

Redwood HR Help Desk introduces a dedicated case management module to manage ER cases efficiently. The module offers a comprehensive range of features to create, assign, track, and update cases for your Organisation’s specific needs. Additionally, the module provides the ability to link ER cases with HRHD requests, enabling HR teams to handle colleague complaints or grievances in a streamlined manner.

05. Migration

Oracle offers migration scripts to switch from Classic HR Help Desk to Redwood HR Help Desk, with certain limitations.

Manual intervention is required for most extended configurations, including security settings. If you decide to switch to Redwood HR Help Desk in the future, starting a new implementation may be necessary unless you haven’t made any customisations, integrations, or created custom security settings. Additionally, it’s worth noting that Oracle may phase out Classic HR Help Desk at some point in time.

06. Missing Features

Redwood HR Help Desk currently lacks some features such as line managers being able to view and comment on HR Help Desk requests for their reports during the approval process, and the ability to add extra columns to the “View My Requests” feature. If you want to know more about these features, please check out my ideas (658018, 643565) on Oracle Cloud Customer Connect and upvote them. 

07. Wrap Up

Having successfully implemented both Redwood HR Help Desk and Classic HR Help Desk, I strongly recommend choosing Redwood HR Help Desk. It offers several advanced features and improvements over the Classic version, making it the smart choice for organisations seeking to improve their HR support services.

For more information or to schedule a demo, feel free to contact Nizam Mogal via email at or use contact us form. 

Nizam Mogal
Enterprise Applications Architect

Nizam Mogal
Enterprise Applications

Nizam Mogal

With 20 years of global experience as an applications architect and consultant, Nizam specialises in enhancing employee, student, and customer experiences while streamlining business operations through Oracle products.

Nizam has a successful track record of implementing Oracle Fusion HR Help Desk, encompassing both the Redwood and Classic versions, for large enterprises with substantial HR departments.

Leveraging his profound expertise in Oracle technology, Nizam brings invaluable insights and experience to ensure a seamless and successful implementation that aligns with your organisation’s unique needs.

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