Category 691
Discussion List
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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… -
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 21 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
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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 805 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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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…
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In HR Help Desk, Random break for sequence numbers apply for Live chat, ODA Interactions and cases?Summary: Hi, In HR Help Desk, Random break for sequence numbers apply for Live chat, ODA Interactions and cases? like below document confirms there will be random break …Prasad Singamaneni-Oracle 22 views 8 comments 0 points Most recent by Prasad Singamaneni-Oracle Help Desk
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assinged to field not auto populated, queue is set correctly as defined in the applicationSummary: assinged to field not auto populated, queue is set correctly(auto populated) as defined in the application
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Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
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Case creation alert not being sent to specific ResourceSummary: In case management I only want the Case Managers to be notified when a new case is created. I wrote a script to specifically send a notification to a specific C…
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HELP DESK [Milestones]Dears we wanted to inquire about the milestones configuration for the HELP DESK, for your information, in the past it used to work well on the system, but now some stuff…
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PATCH Operation through Groovy script to update the Queue id of an SRSummary: Hello Everyone, For our scenario, We are getting the Queue id from an external system through API. In the Before Insert trigger we are receiving the Queue id an…