Redwood
Discussion List
-
How come it appears tab "others" with respective features?Summary: Hello, it has been brought to our attention by the client that for help desk profiles the tab "others" appears which previously did not appear Can you tell me w… -
Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising … -
Not able to copy the detailed description message post 24A upgradeSummary: In NextGen Redwood Helpdesk, the service created after the 24A upgrade was not able to copy the detailed description message. Content (please ensure you mask an…
-
Visual Builder Studio Landing page blank post to 24A upgradeSummary: When we've clicked on "Edit Page in Visual Builder Studio", getting returned a BLANK page. This issue is happening post to 24A upgrade. Content (please ensure y…
-
How to customize the notification that arrive once a message in internal conversation are sentSummary: I'm testing internal conversation for redwood hr help desk and once I send a message, to the TO user (who receive the message) is sent a bell notification, belo…
-
Redwood Knowledge Workflow ErrorSummary: Redwood Knowledge Workflow Error Content (please ensure you mask any confidential information): Hi All, Has anyone able to use Redwood Knowledge Workflow succes…
-
How to display the value of a toggle switch in Agent Details page (parent page)?Summary: We have a toggle switch in the agent details page or the parent page. Whatever be the value of it - true or false, it always shows 'O' in the parent page. How c…
-
Admin Access for Case ManagementSummary: We are trying to configure the Administrator role for Case Management where the user should be able to access the Cases belonging to their BU and should be able…
-
Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…
-
How to manually modify the effective end date of a party usage without Customer Data Management?Summary: I'm not able to identify resources from Resource Directory because the EFFECTIVE_END_DATE is prior to the today year/date, so I need to update this value withou…
-
How to identify who views Knowledge base articlesSummary: Hi, Is it possible to identify by whom the knowledge base items were viewed? Thanks Gianfranco Content (please ensure you mask any confidential information): Ve…
-
Object Link / Relationship List of Values not updatingHello - I have updated the 'Enabled' Object Link types via Manage Object Link Types. However when I go into a Redwood HRHD Request and use the 'Create Relationship' opti…
-
Redwood FunctionalitySummary: Document required for Redwood functionality for Purchasing Module in Oracle Cloud Content (please ensure you mask any confidential information): Version (includ…
-
HR Help Desk Milestones not CompletingSummary: Milestones for First Response and Resolution are set up, yet they are not automatically completing based on rules set up. Content (please ensure you mask any co…
-
Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use… -
How to prevent creation of child SRs when actions are added to help desk requestsSummary: I'm exploring the option of adding actions and action plans to help desk requests. But when doing so, for each action that I have added a child SR is getting cr…
-
Not able to hide "Subject" tabSummary: Hello, I am not able to hide "Subject" tab within the Service Request's details page The customer requires to hide this tab as it is meaningless and misleading …
-
Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks GianfrancoGianfranco Fariello 11 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Help Desk
-
Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
-
Does Redwood Case Management have Approval Workflows?Summary: Does Redwood Case Management have Approval Workflows? Content (please ensure you mask any confidential information): Does Redwood Case Management have Approval … -
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
-
Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…
-
Redwood - HR Helpdesk - Employee Replying to emails sent from the Helpdesk.Summary: Hi I hope you can help. I have set up the functionality where an agent can send an email from a help desk request and the recipient can reply to the email. The …
-
Which is the privilege to enable intenal conversation?Summary: HR Help desk Redwood I have custom role for SME and Agent. Standard role for the Administrator. Content (please ensure you mask any confidential information): W…
-
Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
-
Defaulting Severity based on Category using VBS for Help Desk requestsSummary: Hi, We are migrating from classic to Redwood Help Desk and now using the 'Help Desk Requests' and 'My Help' for the new improved experience. We are now working …
-
Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
-
Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
-
Next Gen HR Help Desk Ticket Creation Through Email Not WorkingSummary: We are implementing NextGen HR Help desk and enabled profile options to create ticket through email but while testing I have noticed tickets are created for Cla…
-
How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?