User Experience
Discussion List
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What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat… -
Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
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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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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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My Help and HR Helpdesks Page is coming as blankSummary: When we click on the My Help and HR Helpdesks Pages, the page renders as blank Content (please ensure you mask any confidential information): I am logging in as…
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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 5 views 0 comments 0 points Started by Senthil Murugan Balasubramanian Dynamic Skills -
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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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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theme vanillaSummary: Our current theme is Vanilla : Our home page is like : Will the vanilla theme be deactivated ? If so, do we know the date on which this theme will be deactivate… -
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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Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H…
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How to add inactive date to Help Desk contact picker using VBS?We have a requirement to add the inactive date of our ex-employees in the contact picker card - is this possible through VBS and if so, is there guidance on how to do th…
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Expected behaviour for 25A "Suggest knowledge to employees when creating a Help Desk Request"When profile option ORA_HD_KM_SUGGEST_ON_CREATE is set to 'Show When Request Submitted' it asks the user if the suggested knowledge is useful and if they would like to d…
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Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
How to remove Close and Copy Help Desk RequestSummary: We would like to remove the 'Close Help Desk Request' and 'Copy Help Desk Request' actions from the Next Gen Human Resource Help Desk User- is this possible? I … -
HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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How can we translate HR Help Desk email notificationsHi All, We have a requirement where the client wants the email templates to be translated. The client already has purchased language packs. However, when I try to config…SrikarVishnubhotla 22 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Case action 'Compose Message' not visibleSummary: The action 'Compose Message' is not available in the list of actions from the Case action bar. The latest 'Using Case Management' user guide shows that this sho…