Redwood
Discussion List
-
NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A… -
Enable AI Assist in Knowledge AuthoringSummary: Hi, we want to enable the AI Assist option while creating new knowledge articles in Redwood. We have enabled Generative AI features with help of Promotion Code …
-
Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
-
How to send email to external email address or external communications in Helpdesk.Summary: From this document External Contact Email Address And Communication (Doc ID 2540878.1), we know that it only supports contingent and employees. Is there a way w…
-
REDWODO helpdesk tickets Not Auto Assigned to AgentSummary: We are migrating our helpdesk to REDWOOD and while we have setup the assignment rule and queue are setup for auto assignment and omni channel is enabled, the ti… -
Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
-
Help desk SR email notifications subject can be modified?Summary In Redwood UI, for Help desk SRs email notfications Subject can be modified?currently subject is triggering as Notification text first line from Notification pre…Prasad Singamaneni-Oracle 21 views 2 comments 0 points Most recent by Prasad Singamaneni-Oracle Help Desk
-
Queue not visible in Manage Service Assignment RulesSummary: Hello Everyone.. We have migrated HRHD to services as part of REDWOOD migration and as most of the components got migrated successfully, we noticed the queues u…
-
How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
-
How to migrate from responsive UI Helpdesk to Red woodSummary: How to migrate from responsive UI Helpdesk to Red wood Content (please ensure you mask any confidential information): Version (include the version you are using…
-
Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
-
Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
-
Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
-
Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
-
Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
-
Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
-
Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know … -
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…