Redwood
Discussion List
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Query to HRHD Service Request Agent Assignment detailsSummary: Need a query to pull details of a SR being assigned and transfered and start and end time of 'assigned to' a helpdesk agent. If there is a way to create an anal… -
Use of Oracle guided learning within HRHDHello experts, We have this requirement to have OGL functionality within Help desk module. Based on the category of SR we select - we are expecting a message to pop up i…Muskan Dhingra-HCM 33 views 1 comment 0 points Most recent by Ryan Blake-Oracle Oracle Guided Learning -
Actions Menu - Redwood HelpDeskHello! Wondering if it is possible to update the options in the Actions menu on the Redwood Helpdesk landing page? Right now there is Assign to Me and Delete Request. I'… -
Outbound Email Subject DefaultSummary: Is it possible for the email subject line to default to the SR number or SR Topic/Question when replying within an SR? Content (please ensure you mask any confi…
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
Non-worker Unable to Open Service Requests and View Articles in Help Desk ModuleWe are encountering an issue where a Non-worker in Oracle HCM is unable to open service requests in the Help Desk module and cannot view articles. This issue persists de…Gianfranco Fariello 12 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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What is the groovy Script for an SR is updatedSummary: Hi Experts! Can someone please help me with the groovy script that can be used if the SR has been updated. So if Agent updates, employee is notified and if empl… -
Remove "Delete Help Desk Reque st" from Action button.Summary: Hello community, how can I remove the Delete Help desk Request from the Action button? I saw and removed from my custom role the privilege Delete HR Service Req…
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Translation of custom fields on Redwood PageSummary: Hi, We have a requirement to translate SR Creation Page on Redwood. We navigated to select language preferences and tried translating the SR creation Page. What…
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Is posible create milestone for category in helpdesk?Hello Community! The customer needs to create milestones by categories, Is there any way? When I create milestone it applies to everyone. Regards.
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BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
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NextGen: remove email responses in HR HELPDESK Email/In AppSummary: Hi Everyone, I have configured Object Workflows and written a piece of code to trigger notifications. However, in-app notifications are not working. Does anyone… -
Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
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Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
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Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
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In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
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How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu…
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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
HCM – Using Oracle Digital Assistant with HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Did yo… -
How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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Raise HR Help Desk ticket via SMSSummary & Content: The Oracle website claims that HR Help Desk users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. Ho…Hajerah Muneer-Oracle 31 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …
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Helpdesk Agent is unable to assign Journey to the SR raised by other agentsSummary: Hello Team, We are facing this issue where Helpdesk Agent is unable to assign Journey to the SR raised by other agents. We get this below error "We couldn't ass…
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View for service request changes upon screen sizeSummary: Hi, We noticed that since the last release, the service request page (agent's view) appears with its columns all enlarged making it difficult and time consuming…Silvia Stangarone 22 views 2 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk