Redwood
Discussion List
-
Next Gen Employee able to edit Primary contact and select any employee for requestSummary: Next Gen Employee able to edit Primary contact and select any employee - should only be able to select direct reports I have added only Next Gen Human user help… -
What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that… -
What is the system logic behind the ordering of SRs?Summary: What is the system logic behind the ordering of SRs? Filters are not to considered.
-
Unable to hide Add contacts and Add team while creating CaseHi Team, We have a requirement to hide add contacts and add team members while creating case on redwood UI. From VBS there is no option to hide these 2 sections can you …
-
Redwood HR Help Desk : how can we make Fields Read Only on My Help > Edit SR PageSummary: Hello Experts, We hope this message finds you well. We are looking to make the fields "Severity," "Status," "Critical," and "Category" read-only on the My Help …
-
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
-
Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
-
HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
-
Automatically update severity when status changed from Resolved in Redwood HelpdeskSummary: In Classic helpdesk we had groovyscript in place that would automatically update the severity of a case when the status was changed from Resolved to another ope…
-
Omnichannel routing and bell notification errorSummary: I've created notification triggers and set my notification preferences utilizing the Assigned example groovy scripts provided by Oracle in the Help Desk Impleme…
-
Redwood UI: Is it possible to edit or add deep links to the employee spotlight page?Summary: In the new Employee Spotlight page, we would like to remove /edit the deep links that are located on the left hand side under the employee data: Journeys, Touch… -
Require assistance for Enabeling the Adaptive Search for Next Gen HelpdeskSummary: We are enableing the Adaptive Search (Elastic Search ) for Redwood help desk by following below steps. However Job is keep on failing with [ 404 Not Found ] {"e…
-
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the …
-
Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to…
-
attachments to a knowledge base article do not open on another page?Summary: hello, how come the attachments in a knowledge base article don't open in another page even though I set the option Thanks Best Regards Gianfranco Content (plea…
-
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
-
Is the Chatbot functionality available in Mobile**This post was created as part of a How to Service Request (SR) 3-36807867981 Release: 11.13.24.04.0 Summary of the question: Is the Chatbot functionality available in …Bodhisattwa Mukherjee-Oracle 11 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
-
Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
How to check the requester if the HR helpdesk ticket is raised on behalf of someoneSummary: Hi All, How to check the requester details in the helpdesk ticket if the primary point of contact is different than the requester. Version (include the version …
-
24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
-
Next Gen Help Desk- List of values not displayed for standard fieldSummary: for Agents in contact section there is a standard field Relationship type code ,the field is displaying however list of values are not displaying. Can please an…
-
Usage of Multiple BU/LE in Redwood HRHDSummary: Client needs to secure the HR Help Desk Module at the legal entity level. Specifically, Client wishes to use the HR Help Desk Module for both legal entities – L…
-
Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
Did you miss a Help Desk event on Cloud Customer Connect in 2023?The Help Desk Team wants to thank each and every one of you that attended our Cloud Customer Connect events in 2023! And if you missed one our webcasts this year, here’s… -
For how long a service request remain in the system?Summary: Hi. I did not set up the sheduled process that delete the Service request after tot. days. Here my question, for how long I will have access to a service reques…
-
How long can a help desk service request remain in the system?Summary: hello, if I do not set the ORA_SVC_DELETE_CLOSED_SR_ENABLED profile option that allows the automatic deletion of a SR that has been closed for at least the numb…
-
HRHD - Groovy Script for Add Contact in Help Desk TicketSummary: HRHD - Groovy Script for Add Contact in Help Desk Ticket Content (please ensure you mask any confidential information): Hi All, If anyone has worked on groovy s…
-
Assistance for Classic to Next Gen HR helpdeskSummary: We have Classic HR helpdesk enabled from Service offering ,However for Next Gen we have to enable it from HR Helpdesk offerening. Can anyone please confirm once…
-
New Help Desk Request Created Number should come on top of the screen, and in a different color..Summary: New Help Desk Request Created Number should come on top/ mid of the screen, slightly bigger font size, and in a different color. Currently its appearing at the …