Category 691
Discussion List
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To send an acknowledge email when the agent is holiday or leave after an employee created Request.Hi, There is a requirement to send an acknowledge email when the agent is holiday or leave after an employee created HR HelpDesk Request. Thanks, Waheeda -
Can we Default the Category based on Helpdesk Channel?Summary: We have enabled the Email channel for creation of helpdesk ticket and Category is a mandatory field for us to create a SR hence we want to understand if its pos…
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Help desk notification - testing/debuggingHi Team, I have couple of questions on helpdesk notification. We are in redwood page. 1.We have two ways of configuring the notifications for helpdesk. One is email temp…
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Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…
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Restricting knowledge article based on custom user groupsSummary: Restricting knowledge article based on custom user groups Content (required): We have a requirement to create two set of similar knowledge article e.g. HR polic… -
Does My Knowledge search the body of knowledge articles?Summary: How does My Help search bar and Redwood Knowledge actually search for knowledge articles? Content (please ensure you mask any confidential information): We are … -
Redwood: Translations in Page Composer (EL)Summary: In our Redwood Migration, we have Personalizations in Page Composer using EL expressions to have translations. Is this supported in Redwood? Can this be done in…
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Until when would the request be considered active?Summary: Until when would the request be considered active? Content (please ensure you mask any confidential information): For queue purposes, client would like to know …
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In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
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Can we Auto Assign a task in Action Plan Template to an owner dynamicallySummary: Hello Experts, We have a requirement where we need to auto-assign a task in Action Plan Template to an owner dynamically other than the one who adds the action …Vinod Kumar Ummadisetti 14 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Issue on Pcard Expense report attachmentsSummary: Please let us know to restrict the users to add or delete the receipt attachments on Pcard Expense reports after the expense reports are paid, approved and Audi…
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Help desk custom field label display lengthHello, We are using next gen Help desk and For one of the custom fields the display length is not fully visible. Untill 24C this was appearing like below But now, not su… -
How to minimize the column width on the Redwood Helpdesk Landing PageFollowing the 24C upgrade, the column widths on the helpdesk landing page have expanded, causing some columns to extend beyond a single view, requiring horizontal scroll…
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Vault and Data Glass configurationSummary: Vault and Data Glass configuration Content (please ensure you mask any confidential information): We are setupping a new HCM Oracle Cloud environment. Our custo… -
How to Load categories and sub categoriesSummary: Dear Expert. We have 50 categories and subcategories overall, and we are implementing HR Helpdesk for my client. They have 29 business units. Is there a tool or…
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New tab Help Desk knowledge articlesSummary: Hi, We have noticed that there is a new tab "Knowledge articles" appearing under the search tab: When clicking on it nothing really changes in terms of search/r… -
Redwood - HR Helpdesk - AuditingSummary Is HR helpdesk auditing availalble if you do not have a licience for Service. My customer is only using HR Helpdesk. Content (required): I know that auditing is …
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Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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Is VBS Express Mode is available for Redwood HR helpdesk ?Unable to see Express Mode for Redwood HR helpdesk ? Any idea how to enable it ?
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Redwood - Purging Cases - Case ManagementHi All Is there a process availalble which will purge Cases in Case Management? Thanks in advance for your help. Thanks Martina
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First Response Metric and Resolution Metric details are not populating in SRAfter Running the Milestone Service Request process we aren't able to view the both Milestone Metric details in the SR.
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2 Global Default CoverageSummary: We would like to know if it is ok to use 2 Default Coverage at Global Content (please ensure you mask any confidential information): Client would like to do a s…
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How do we scheduled the processes associated with our profile options?Summary: How do we schedule our processes associated with HRHD IN WAITING DAYS, HRHD AUTO CLOSE, etc? We have SVC_HRHD_IN_RESOLVED_DAYS set to 30 days… will the process …
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What is the difference between Message vs Conversation in Help desk?Summary: Message vs Conversation in Help desk? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable):…
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl…
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Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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In the Details of the Service Request appear two new tabs "solution description" -"Resolution Code"Summary: Hello to all, in the detail of the Service Request appear these two tabs that are highlighted, I was wondering if this update is due to release 24 B ? Reading t…
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Why do the articles I display appear with this layout?Summary: hello I noticed that after release 24 B, the view of articles appears differently than before i attach a screen How come? Why does it bring back the user groups…
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Can default signature templates be set for Help Desk users?Summary: We are planning to use the personal signature tool, but ideally we would want a set of generic signature templates to be set for agents, linked to the queue the…