Help Desk
Discussion List
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HCM 23D Release Readiness Published 9/1/2023Summary: Hello Everyone! I wanted to let you all know that the 23D New Feature Summary and What’s New are now published to the Readiness site. You can access them from: … -
Time Remaining incorrect when milestone status is pausedSummary: Since 23C has been applied, we have noticed that the when the Service Request is placed in a Waiting status and the milestone is paused the time remaining displ… -
in employment information, the system first shows old employment relationships and not current onesSummary: By logging into the system as a help desk operator, going into the detail of a SR and clicking on the name of the main contact going into the employment informa… -
Redwood 23C - HR Helpdesk Reports and AnalyticsSummary: Hi All, I need some advice about the reports and dashboards under HR HelpDesk Manager - New. What is the criteria for these reports as I am struggling to obtain…
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How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Nextgen Helpdesk : Helpdesk Manager not able to view dataHi All, I am trying to login as Helpdesk Manager to view all the service tickets. But I am unable to view of any of the details Scenario 1: I tried to login as agent and…
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hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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Unable to find a resource in HR Helpdesk 23BSummary: Good Afternoon Experts, I need to pick your brains on help desk resources. A newly created contingent worker has been created. They have the Next Gen HR Helpdes…
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anonymize the name of help desk agents within SR messageshi, How you can anonymize the name of help desk agents within SR messages. Thanks Gianfranco
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Can Knowledge Locale naming be changed?Summary: Changing of Knowledge Locale names Content (required): Customer would like to use Knowledge Locale, however they do not agree on how they are named. They would …
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Include SR details in Resource Added NotificationSummary: How can we add basic details such as SR subject or SR number to our notification? I was unable to find the above fields in this object, and have not been able t…
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Tags for Routing in HR Helpdesk Next GenSummary: Using Tags for Routing in HR Helpdesk Next Gen Content (required): I read in the doc that you can use tags for routing. However, I am missing some information h… -
Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces…
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Is there a way to mass 'cancel' tickets in HR Help Desk?Summary: We had a shared inbox forward emails to the HR Help Desk, but instead of just forwarding the current emails it forwards all the historical emails, so it created… -
How Popular Knowledge Articles are sorted under my help?Greetings, I would like to inquire if anyone within the esteemed Oracle community possesses knowledge pertaining to the method by which Popular Knowledge Articles are ar…
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How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Help Desk - Work RequestSummary: Through the help desk we created a work request for a maintenance work order, Now we need to build the report for the work request can someone share the backend…
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Is it possible to add milestones to Case Managment?Summary: For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specif…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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HR Help desk Service Request Message Object Workflow is not triggeringSummary: Could not able to trigger Message Object Workflow when ever message is created for HR help desk service request Content (required): Hi, For testing, created an …
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HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
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Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next Gen?Summary: I have a question about the analyses/reports in the HR Dashboard. Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next…
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Configurar milestones en horasHi team, We need to configure the milestones for HR Help Desk according to severity. Low • First Metric response: 8hrs • Resolution Metric: 24hrs Medium • First Metric r…
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Is there anyway to have email signatures on an SR like we have them on outlook at all?Summary: Is there anyway to have email signatures on an SR like we have them on outlook at all? Content (required): Version (include the version you are using, if applic…
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Trigger to obtain the contact's phone extension fieldIt is required to create an "extension" field that is related to the contact's work phone number in HR Help Desk, so it was created in App Composer in the HR Help Desk o…
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Could someone help me identify the error in the trigger script?Summary: We have a requirement to automatically change the status to "Resolved" for service requests with the subject "FYI: Termination" when they are assigned to a spec…
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Redwood HR Help Desk - Create notification - Subject lineSummary: Hi Experts, I need some advice regarding the notification which is sent to the employees when a request is created. I have created an object trigger against the…
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Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S…
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Missing Primary Point of Contact and Assigned To when Ticket Has been assignedSummary: The "Primary Point of Contact" and "Assigned To" fields are showing as blank on the main agent UI after a ticket has been assigned or moved into a different sta…
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Making "Queue" field read only in classic HR HelpdeskSummary: We have a requirement to make Queue field read only in Classic HR Helpdesk . Can we do it by removing any specific privilege from Agent role(Human resource help…
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Redwood HR Help Desk vs Classic HR Help DeskSummary: If you're interested in understanding the key differences between Redwood and Classic HR Help Desk, I invite you to read my latest blog post. Explore the advant…