Redwood
Discussion List
-
Custom Description field in HR Help Desk not listed in Action Plan Action attributesSummary: I have created a custom description field in Application Composer for the HR Help Desk. When I attempt to configure it into the Action Plan Action settings its … -
Helpdesk ticket created through email channel are not getting correctly mapped in helpdeskSummary: When some employees create helpdesk tickets via the email channel and include someone in CC, the ticket content appears only in the 'Detailed Description' field…
-
Sample of groovy script to assign HR Helpdesk SR to Assignee based on CategorySummary: Please share if we have any sample of groovy script to assign HR Helpdesk SR automatically to an Assignee or Queue based on Category. Content (please ensure you… -
Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp…
-
ServiceNow integration with Next Gen HR HelpdeskSummary: Hi Experts, We have a requirement to setup an integration between Oracle Next Gen HR Helpdesk and ServiceNow tool. As per the business process, all HR related e…
-
Usage uom is not appearing in maintenance resource page in oracle fusionSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
Some fields in quick edit flow (25C feature) are not editableI have just enabled the quick edit feature listed in 25C release notes by turning on the ORA_HD_ENABLE_QUICK_EDIT profile. We have got multiple standard and custom field…
-
How to Remove Queue Access for the Agent who is not longer helpdesk Agent?Summary: We have a list of individuals who no longer work on helpdesk tickets due to reasons such as department changes or promotions. We have removed the Helpdesk Agent…
-
Unable to remove contact from helpdesk requestHi All, When trying to delete a contact in a helpdesk request, I receive the below error and am unable to remove the contact. They are not the primary contact. Does anyo…
-
Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
-
How to see full list of multi select values (Help Desk Redwood)Summary: I have a created a custom multi select field in HR Help Desk Redwood and the client have asked that all the values be displayed as they wouldn't know that other…
-
'Can't add message' error when adding attachment to internal note - Redwood HelpdeskSummary: We have made some Data Security Policy amendments to a custom agent role relating to attachments so that agents cannot see internal attachments on HDRs that the… -
Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
-
Calendar invites in HRHD/Case ManagementHello - does anyone know if there are any plans to integrate calendar invites with HR Helpdesk or Case Management? It'd be useful to be able to send these from messages …
-
Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the…
-
Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…
-
Clarification on Hiding Category Path in “Create New SR” PageSummary: Could you please advise if you were able to hide the category path for end users on the “Create New SR” page—specifically in the section where users categorize …
-
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…
-
Celebrate - Admin access to award or redeem points in CelebrateSummary: We are looking for a solution where the points can be awarded centrally by HR Specialist / Admin users. Currently a manager can award or recognize anyone from t…
-
How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
-
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 …
-
Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
-
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…
-
1Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
-
Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
-
Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
-
How to change names in helpdeskHi, We are facing an issue where all names displaying in helpdesk (contacts, assigned to, and team members) are pulling in the user's full legal name. We would like to c…
-
Category Name attribute is not showing in Next Gen HR Help deskWhile defining assignments rule in Next Gen HR help desk in service request queue area i am able to see Category Name as LOV in Attribute but while was trying to define …
-
Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…
-
How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…