Classic HR Help Desk
Discussion List
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Is it possible to create ticket in Helpdesk start with certain range ticket number.Hi Team Is it possible to create ticket in Helpdesk start with certain range ticket number. like Ticket Number starts with 60000 -
Customised multi select field is getting error messageSummary: I have created a customised multi select field called Request Category. It is being used in HR Help Desk Redwood. When i select more than one value I keep getti…
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Unable to select memo lineSummary: hi Team, we are facing issue in the below screen unable to select the memo line from help desk request, any idea on how to verify the issue Content (please ensu… -
Notification set up for Create Appointment and Create Task smart actionsSummary: In Case Management and HR Help Desk for Redwood I want to set notifications/reminders for the Create Appointment and Create Task smart actions. When the dues da…
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Help Desk - Add Action as Assign Journey - Smart Action does not workSummary: We have created a Help Desk action as Action and linked to Assign Journey smart action, it does not open the Journey page and does not do anything as per screen…
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Express and advance mode missing in VBSHi, There is a requirement from business to hide few field in Employee view in HR helpdesk, when I opened Visual builder studio to make this customization. There is no E…
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Can SR be linked at an internal levelSummary: If there are SRs which are dependent on one another then is there any way we can link them at an internal level. These interdependent SRs can have different or …
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HelpDesk is not sending emails to external email addressesSummary: We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is suc…
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Escalate to Case - limited to number of fields displaying in UISummary: When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice f…
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Help desk | importo custom field in VB DEV1 to TESTHi all, I done some changes and created custom fields in Visual Studio. After that, I deployed the changes from DEV1 to TEST. While I can see all the updates, the custom…
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Helpdesk requests redwood page is not openingSummary: Hi Team , I am trying to open Helpdesk request Page - Navigation Helpdesk - Helpdesk Request -> Page is not showing any data All the HR helpdesk related roles a…
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Not able to view created articlesSummary: The article has been created and published, still does not show up when searched. Content (please ensure you mask any confidential information): Version (includ…
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Send notification if HRHD ticket status is waiting for x number of daysSummary: We have a requirement to send a notification to requester if HRHD ticket status is waiting on X number of days. Anyone can please help me with a steps along wit…Deepak_Kesarwani 25 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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HR Agents unable to open requests assigned to other HR agentsSummary: Hi there, in the Redwood HR Help Desk I am finding that HR Agents only have permissions to access their own requests. When I try and click on another request as…
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR… -
Amend HR Help Desk panelSummary: I am trying to amend the panel in VB so that the Creation Date, Closed Dated, Last Updated items are visible in the HR Help Desk Content (please ensure you mask…
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How to enable escalation for HR Help Desk requestsSummary: How to enable escalation for HR Help Desk requests Hi All, We need to track the Service request escalation status. We have three level of escalation matrix, how…
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Help desk | Is it possible to trigger a notification when a user is assigned to a requestSummary: Hello all, Is it possible to trigger a notification when a user is assigned to a request by populating the "Assign to" field? Please refer to the image below, w…
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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Object Workflow for HelpdeskSummary: We have a requirement to enable the workflow in HR Helpdesk where in we want to send an approval notification to the respective approvers when a new SR is submi…Madhuri Brammadevara 43 views 2 comments 0 points Most recent by Suresh Manoj Kumar-Oracle Help Desk
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Unable to delete category options from lookup menu from the HR Help Desk request formSummary: In the Category lookup menu why am I unable to delete the values even though it gives me the option to do so. When I select Delete I get the error message attac…
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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HR Help Desk Queue and Resources reportSummary: I am trying to create an OTBI analysis to show the queue name and assigned resources for the queue using "Help Desk - HR Help Queue Resources Real Time" subject…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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How do I hide Closed SR's for agents?Summary: Currently when a Service Request changes status from Resolved to Closed it shows each day at the top of an agent's list. These can be filtered out, but is there…