Category 691
Discussion List
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Enable AI Assist in Knowledge AuthoringSummary: Hi, we want to enable the AI Assist option while creating new knowledge articles in Redwood. We have enabled Generative AI features with help of Promotion Code … -
Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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Where can I get the list of components under each module of Oracle Fusion CloudSummary: Where can I find the list of all components of Oracle module classification with their part numbers (basically BOM). For example: Under Supply Chain Execution, …Bhavish Kumar B 24 views 2 comments 0 points Most recent by Bhavish Kumar B Supply Chain Planning and Collaboration
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Live Chat User average waiting time and estimate wait time not populating in HR Help deskHi, When a live chat user initiates a chat and the agent does not accept it, the user should be able to see the average wait time and estimated wait time. We have config…Prasad Singamaneni-Oracle 21 views 1 comment 0 points Most recent by Reeta S-Support-Oracle Help Desk
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Create field that adds multiple contacts in RedwoodSummary: I want to create a field that is able to add multiple contacts in Visual Builder as I don't believe it can be done in Application Composer. I am implementing th…
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Contacts are not visible in Appointment Detail pageSummary: We are trying to add contacts on the appointment page, but no contact is visible. Content (please ensure you mask any confidential information): Version (includ…
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Oracle Fusion-Deletion of attachment in casesHello Team, Currently, with the role of the case worker, we are unable to delete/remove any attachment; however we are able to do it as the case manager. We have current…Rajaraman Subramanian 23 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
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Groovy Script for Action Plan due date notificationSummary: We have due date duration defined for each action within action plan which is added in a Case. How can we share a reminder to Assigned to Person of Case when du…
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Classic HR Help Desk Migration ResourcesYou may view the official deprecation announcement on Oracle Help Desk Cloud 25B What's New. Classic HR Help Desk is no longer supported for new implementations of HR He…Michelle Walter-Oracle 740 views 6 comments 4 points Most recent by Michelle Walter-Oracle Help Desk -
How to send email to external email address or external communications in Helpdesk.Summary: From this document External Contact Email Address And Communication (Doc ID 2540878.1), we know that it only supports contingent and employees. Is there a way w…
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HR Help Desk Category - would like to have Help Text about that Category appear when user selectsSummary: We have many Categories, for some of them we would like the User to attach certain documents, is there any way of creating Category help text Content (please en…
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REDWODO helpdesk tickets Not Auto Assigned to AgentSummary: We are migrating our helpdesk to REDWOOD and while we have setup the assignment rule and queue are setup for auto assignment and omni channel is enabled, the ti… -
Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
Can we add a custom field actual completion date in internal service request action plan task detailSummary: Hi, Is there any way that we can add the custom field actual completion date in this action plan task detail screen? Content (please ensure you mask any confide…
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What role is required to add contact to case?Summary: We are using the CRM stripe for HR Help Desk Case Management. When the Case Manager tries to add a contact using the + sign, they are redirected to the home pag…
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
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Help desk SR email notifications subject can be modified?Summary In Redwood UI, for Help desk SRs email notfications Subject can be modified?currently subject is triggering as Notification text first line from Notification pre…Prasad Singamaneni-Oracle 21 views 2 comments 0 points Most recent by Prasad Singamaneni-Oracle Help Desk
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How to enable milestone in internal service requestSummary: Hi, Is anyone know how to enable milestone feature for internal service request? I try to setup "Manage Business Unit Service Milestone Configuration for Intern…
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rules and logic used / HR Help Desk / automatic assignment of SRHello I would like to understand the rules and logic used by Oracle HCM Cloud HR Help Desk for the automatic assignment of service requests Could you please confirm whic…
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I can only see tickets raised by meSummary: In the Helpdesk, sporadically, I can only see Service requests which I have raised. Queues otherwise appear as "No Data to display". Content (please ensure you …
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Queue not visible in Manage Service Assignment RulesSummary: Hello Everyone.. We have migrated HRHD to services as part of REDWOOD migration and as most of the components got migrated successfully, we noticed the queues u…
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HR Help Desk Knowledge Base limitationsHello, I would like to know if there are any limitations in the HR Help Desk Knowledge Base regarding the size or the number of articles that can be created and stored. …
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In Manage Legal Addresses, the location is not visibleSummary: In Manage Legal Addresses, the location is not visible Content (please ensure you mask any confidential information): Version (include the version you are using…
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Make Email the default channelHi all, does anyone know if it's possible to set 'Email' as the default channel in a Help Desk Request? Is it also possible to set the 'To' field as something other than…
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Case Worker Cannot see ConversationSummary: We are using access groups with custom roles for case managers and workers. Case team members can create conversations and view them on the case but cannot acce…
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How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
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How to migrate from responsive UI Helpdesk to Red woodSummary: How to migrate from responsive UI Helpdesk to Red wood Content (please ensure you mask any confidential information): Version (include the version you are using…
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Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
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Apply two patch sets at same timeSummary: We are currently on patch set 25A. We have a number of new business units and modules going live in October/November time frame. We were wondering if it would b…