Category 691
Discussion List
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Unable to create new case in Redwood due to Business UnitSummary: I am setting up Case Management in a client environment but every time I try and create a new case I get the Error message below, I have given myself permission… -
Fields are editable even when SR is closedSummary: All the fields are editable even after SR is closed, in previous version all the fields will be non editable. Although the save and cancel button are hidden in …
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How to configure the internal requestHi All, ima trying to configure the internal request from the help desk and following the steps in the below docs, but at the stage of the manage administrative profile …
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Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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Is it possible to add an AI Agent to a Smart Action?Summary: After creating the Service Request Resolution Agent, I was wondering if i can trigger or run this directly on the Help Desk page. I figured the easiest way to d…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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add logo to hr help desk notificationHi team, is it possible to add a logo to the help desk notifications? We have created a trigger and are managing the text of notifications via tools > notification prefe… -
Oracle Helpdesk - Availability of SmartText based on Queues/Categories ?Summary: The requirement of my client is to see if the smartText can be made available to the agent based on Queues/Categories.Eg. If the Agent belongs to Payroll then c…
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Why am I not able to view any tickets in help desk queue with in test environmentMy security access in production environment matches test, but I can view all help desk tickets in production and none in test environment. Can anyone give me some advic…
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can there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
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HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
HR Help Desk: Allow Reopen from UI Only, Block Email Reopen?Hello all, I’m configuring HR Help Desk in Oracle HCM Cloud and I have a question about the Reopen Help Desk Request functionality. Currently: In the ORA_HD_EMPLOYEE_ACT…
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Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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internal helpdesk when you assign a ticket to your selfHi Is it possible to make a trigger that make sure you dont get a notification if you assign a ticket to your self? All the best Stina
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Not able to see Redwood Case Queues - ORA-00001 ErrorSummary: Hi all, I had successfully implemented the queues for cases as part of the 25C release in a previous environment for our client. However, in our TEST environmen…
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Case manager can't add team memberSummary: The Case manager and case worker roles alone are not sufficient to search the list for team members. Is additional data security required? Content (please ensur…
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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl… -
How to customize Service Request auto response for help desk for specific queueSummary: The system automatically sends an acknowledgment along with a service request number. For the Payroll Office, we would like to replace our current ticket respon…
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Appeals Process handling in HR HelpdeskSummary: Appeals Process handling in HR Helpdesk Content (please ensure you mask any confidential information): Hi All, Greetings! This is about a requirement of definin… -
Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Groovy script help- Custom Notification in Case ManagementSummary: Hi, my client is using relationship types for contacts in access groups and would like to trigger a notification to a user when they are added as a contact and …
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Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
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Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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Help Desk offering deactivated in new environmentSummary: Afternoon all, I am trying to enable the HR Help Desk offering but it is greyed out so I cannot select it. Content (please ensure you mask any confidential info…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…