Redwood
Discussion List
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Syniverse integration with HR Help DeskClient uses Syniverse - wants to integrate with Oracle Help Desk for SR creation and communicating with the agent. Is there any documentation available provided by Oracl… -
HR Help Desk list search by urlSummary: Is there a way to submit a field criteria through URL to search the help desk list view? Redwood help desk v2. We have affected party person number saved as a c…
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Can the Add to favourites functionality in knowledge articles work in My Help or just My Knowledge?Summary: Is it possible for end users (not Agents) to use the Add to Favourites functionality to add these as favourites on the My Help page? Or can the functionality on… -
Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Next Gen HR Help Desk: How to default email address and disable few email address in SR details pageSummary: When agents compose an email to the customer, requirement is to disable few email address shows in helpdesk SR details page. Content (please ensure you mask any…
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Guided Journey (and AI agent) not visible on actual page but visible in Oracle Visual BuilderSummary: Hi, I have created an AI agent (for MFG Operations but I think that's not relevant). Then created a guided journey 'OPERATIONAL_PROCEDURE_GUIDE' and associated …
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Add a person search custom field helpdesk redwoodSummary: We want to add a custom field called 'concern is about' which should be a person search in Redwood on Service Request page under helpdesk module. Content (pleas…
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Add a custom text in Create Job Requisition page in RedwoodSummary: Customer wants to add some Static text while creating job requisition which we are unable to add in redwood page using VBS. Please find the attached screenshot … -
Enable tag for employee in Help DeskSummary: Client wants to enable the Tag field for employee while creating the SR. The Tags field is available for agent. Is it possible? Content (please ensure you mask …
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Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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Is it possible to add milestones to Case Managment?Summary: For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specif… -
How can I costumize the layout in redwood pages?Summary: Hello, I would like to be able to change some layout features in the Redwood pages. Color of links. By Default they are blue, I would like to be able to change …
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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Custom Fields on Create Case page to have List of Values rather than free textSummary: We are having custom fields for Create Case page, but all of them are text fields. We want to have some of the fields to have a list of values that the user can…
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how to trigger automatic email notification for send email in actions for candidate 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 th… -
Next Gen - Email Notification to External requestor, upon Service Request CreationSummary: Hi community, We have requirements for our client to have email notifications trigger once a service request has been created. I've achieved this through an Obj…
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Dynamic skill is not generating any Skills from Grow pageSummary: Hi Team, We have setup the Dynamic skills by following the Dynamic skills implementation guide and when an employee tries add skills from Grow page, they are no…Senthil Murugan Balasubramanian 1 view 0 comments 0 points Started by Senthil Murugan Balasubramanian Dynamic Skills -
HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
Not able to change lot number field in manage lots UI in redwood using VBSSummary: Trying to change field label from lot number to stock number using VBS Content (please ensure you mask any confidential information): Version (include the versi…
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How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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24A-Employee search has Action which is again linking to HCM links- How to hide or remove the linksSummary: In 24A-Under Next Gen Help Desk Module Quick Actions >Employee search has Action which is again linking to HCM links- How to hide or remove the links to HCM Mod…
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Receive error when updating a knowledge articleHi, I receive the below error when editing a live knowledge article (Actions > Edit > Make changes > Save) I know that this error code means the below but this knowledge…
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Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Is there a way to copy the entire SR content and create a DOR of the same.It is a client's requirement to copy the entire SR content and create a DOR of the same, so that it is tagged to the employee.