User Experience
Discussion List
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im… -
Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the … -
Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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config pages still classicHi, is it correct to say that for Oracle Help Desk the configuration pages are still in the Classic UI? From my understanding, Redwood is primarily the user experience l…Muskan Dhingra-HCM 11 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
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 11 views 1 comment 0 points Most recent by Darshini Kanungo Dynamic Skills -
Redwood HR Help Desk 25D: Hamburger Menu Is Not Allowing Navigation Out Of Help Desk PageHello All, We are currently in build of the migration to Redwood HR Help Desk. We noticed an issue effecting navigation in the UI. When we are in the new HR Help Desk re…
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How to automatically reject pending live chat requests when all agents are offlineSummary: We have enabled Live Chat for Fusion service and have encountered a problem whereby pending live chat requests are being queued, even when all agents are offlin…
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
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What role is needed to assign resources to the team on the SRSummary: I am having an issue where agent and manager roles are not able to search and add resources to the ticket. It produces no search results unless they have the ad…
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knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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Sensitive Case ManagementHi there - What is the maximum file size of an attachment that can be downloaded in the Conversation capability? Users are able to download some but not all attachments …
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…
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Adjusting Standard Notification Texts in Oracle ApplicationsHello Community, I am looking for guidance regarding standard notifications delivered by the system. Some notifications are sent out-of-the-box, without requiring custom…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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Need help creating Teams integration for HRHD.I am trying to create Teams integration for HR Helpdesk but i am stuck in the first step itself wherein a new app has to be created in teams. Can someone please help by …
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Can we default to last 30 days as lov value in BPM worklistSummary: Hi Team, Currently when we open BPM worklist, by default its shows last 7 days data as its get select in LOV. Can we default LOV to last 30 days or all? Content…
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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…
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Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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Is it possible to merge two Users in Cloud Customer connect ?Summary: I need help mering two accounts, one which got created when I was working in Oracle and one which got created in current company ? Content (please ensure you ma…Venkat Jagan Pakala - Costing 31 views 1 comment 0 points Most recent by Om Yadav-Oracle Identity and Access Management
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Custom Resolution Status doesn't make the SR status back to In ProgressSummary: Hi All, We have created two new custom resolution status "Resolved (Self Service)" & "Resolved (Non-Self Service)" in the helpdesk module. The SRs which are res…
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Helpdesk LinkedIn Channel visibilitySummary: In Helpdesk when we try to create or edit the helpdesk request, we are seeing Linked in as a new option in the Channel. It is there in all non-production pods j…
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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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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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CVE-2025-61884 Advisory for Oracle E-Business SuiteSummary: Hi, Our client is using Oracle Fusion Cloud instance. They have received the notification on CVE-2025-61884 Advisory for Oracle E-Business Suite (Doc ID 3107176…Sugirtha 343 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Applications Security