Redwood
Discussion List
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HR Help Desk Emails Intermittently Not Sending When Responding via EmailWe’re experiencing an intermittent issue with HR Help Desk email notifications. When agents reply to a ticket via email, sometimes the response successfully sends an ema… -
Redwood: Helpdesk How do I add new infolets to the dashboard?I've been trying to add new infolets to my dashboard but am not able to do so. I see them in OTBI but cannot add them. I've read somewhere that I need access to the Serv…
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Hide inactive employees in employee searchIs it possible to hide inactive employees from the search results in employee search / summary page? I'm aware we have a profile called ORA_HELPDESK_CONTACT_TERMINATED_E…
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24D Gen AI features for Help DeskHi Team, I would like to know if the following features will be a part of 24D Help Desk release: View AI Generated SR Summarizations in French and Spanish Use AI Service…
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Knowledge Authoring with Redwood on 24CSummary: We are currently implementing HR Help Desk and Knowledge Management on 24C. Is Knowledge already on Redwood, or do we have to follow the steps in the 'How do I … -
Is it possibile for SLA in a Helpdesk to be based on category by using groovy script?Summary: Is it possibile for SLA in a Helpdesk to be based on both category and severity by using groovy script? Content (please ensure you mask any confidential informa…
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Manager access in Knowledge ArticleSummary: How can manager have access restricted to Knowledge articles based on their reporting employees. Content (please ensure you mask any confidential information): …
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Does anyone know the groovy script to add a link to a notification?Summary: I'm trying to bring a link in here so that the notifications have a clickable link? I've looked at Thanks! Content (please ensure you mask any confidential info…
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Oracle Fusion NextGen Help Desk CTISummary: When does Oracle plan to give CTI for NextGen Help Desk Content (required): I am doing Help desk implementation and the customer is eager to use ODA and CTI as … -
How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes…
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Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
#NextGen Helpdesk: Is it possible for an ex-employee to create help desk ticket through an email ?Summary: Is it possible for an ex-employees to create help desk ticket through an email ? We have a specific scenario where client wants ex-employee to create helpdesk t…
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Securing Outbound Mails and Encrypted Email Sending in Next Gen HR Help DeskHello Oracle Community, I'm currently using the Next Gen HR Help Desk, and I'm concerned about the security of outbound emails. Can anyone provide guidance on how to sec…
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person number in Redwood HR Helpdesk templatesSummary: Hello Everyone, We are using Redwood HR Helpdesk and Person number is not available in the seeded fields available in the Agent and Employee Visual builder stud…
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Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan…
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Knowledge Workflow step assignmentSummary: How does the Knowledge workflow step assignment works while creating the knowledge article? Content (please ensure you mask any confidential information): Hi Al…Sreeja Arukala-Support-Oracle 41 views 2 comments 0 points Most recent by Jiten Bhatiya-Oracle Help Desk
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Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H…
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public smartext is visible in EDIT help desk SR page but not create SR pageI created a public smarttext in the Manage Smart text folder and published it for Help desk stripe. It appears in the EDIT SR page detailed description but not in proble…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…
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Unable to fetch the customization for HR HelpdeskWe are unable to fetch the customization for HR Helpdesk using HCM Redwood Personalization Helper Tool. Please let us know how we can fetch the customization for HR Help…Pritam_hait_2 11 views 1 comment 0 points Most recent by Rajvi -Oracle HCM Redwood Personalization Helper Tool -
Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'…
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Exposing employee information in the spotlight regionSummary: I was recently informed that it is possible to expose employee information (i.e. department, job title etc.) within the spotlight region of a HR Help Desk Reque… -
Dashboard columns missingSummary: Dashboard columns are missing. For example, I have "Assigned To", "Creation Date", "Last Updated Date", "Severity", "Status", etc selected as visible columns bu…