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Help Desk
Discussion List
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any … -
assistance in explaining the solution of using HR help Desk for Disciplinary Actions and GrievancesSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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HR Help desk work request should show a notification to accept or reject a maintenance work requestWhile creating the maintenance work order, queues are selected and asset details are entered, and the Work Request is submitted. Work request gets assigned to a queue re…
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How to access Resource Directory to add a resource.Summary: I am not able to see Resource Directory under “Others” folder in the left navigation menu to add a resource for HR Helpdesk Request. Content (please ensure you …
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What are the use cases of initiating Journeys from Helpesk - Release note from 24B.Please share the use cases of the journeys initiated from the HR Helpdesk page by admins.
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when was Case Management included with HR Help DeskSummary: When was Case Management included wtih HR Help Desk? Looking for a Release date. Content (please ensure you mask any confidential information): Version (include…
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Missing Custom Fields on Redwood PagesSummary: I have followed all the steps mentioned in the below document, we have scheduled Job#1 'HR Help Desk Metadata Migration to Redwood Help Desk' this is scheduled …
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Primary Contact:Primary Address in HelpDesk Agent list page, refers to a Party object in TCASummary: Primary Contact: Primary Address in HelpDesk Agent list page, refers to a Party object in TCA and doesnt have these information populated for Employees. Only ce…
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Stop Service Request creationSummary: We would like to stop the inbound emails from being created in the HR Helpdesk in Oracle. However, we still need the email channel to be kept open so that we ca…
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Enable Intelligent advisor (new 24B feature) in HelpdeskOur customer would like to enable Intelligent advisor (new 24B feature) in Helpdesk. I'm looking for some use cases on this feature. Please share me some inputs on this.
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Next arrow is not workingSummary: Issue: Next arrow is not working in the HR help desk request list Content (please ensure you mask any confidential information): While working on the hr help de… -
When the Help Desk Queue is manually changed, do service entitlements pause?We have automatic routing turned on with Omnichannel for Help Desk requeusts, but sometimes the reporter will misidentify the Category (which, based on our rules, will p…
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Broadcast/Communicate to Users not routinely logged in and without emailSummary: Our business case is based on the need to communicate company information and messages to employees working in assembly situations who do not routinely log into…
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Broadcast/Communicate to Users not routinely logged in and without emailOur business case is based on the need to communicate company information and messages to employees working in assembly situations who do not routinely log into Oracle H…
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HR Help Desk list search by urlSummary: Is there a way to submit a field criteria through URL to search the help desk list view? Redwood help desk v2. We have affected party person number saved as a c…
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Use groovy to pull person number from Affected PartyHi, does anyone know if it's possible to use Groovy to pull employee data from the Affected Party in Help Desk? For example, populate a custom field with the Affected Pa…
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How do I remove a resource user from Resource Directory?Summary: The wrong person was added to our Help Desk Resource Directory but we are unable to remove her. Delete function delivers error that Rows cannot be removed from … -
Cannot search articles in Help DeskSummary: Can't search keywords and show existing knowledge articles Content (please ensure you mask any confidential information): We have several articles, one of which…
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send message in by agent/admin by selecting Channel Web. We are getting below error. Please provide solution. Content (please ensure you mask a…
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Groovy error for status update notification setupHi I am trying to use the below scripts for status change notification but getting '\n error. I have no clue on how to resolve it since I am non-techie. any help would r… -
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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Redwood - HR HelpDesk - Send Notification for 'New to InProgess' v/s 'Waiting to Inprogress'Summary: Hello, I have created below trigger to send notification whenever Status is changed to InProgress. This is correctly sending notification whenever there's is ch…
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Send notification on ISR Work Request creationSummary: We have implemented Help Desk for Internal Service Requests. When ever an User creates a ISR Work Request in 'My Help' work area, a notification either in app o…
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Redwood Next Gen HRHD - Send a notification to the Primary contact when the request is created.Summary: We have a requirement to send an email to the primary contact when a Next Gen HR help desk request is created. Content (required): I have created the email temp…
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How to enable email notifications for a Service request status change?Summary: hi, I have a problem with email notification, I can't activate email notification on SR status change, while email notification works for a message exchange. Ho…
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Automate the import management for helpdesk or is there an HDL for custom field in Help DeskSummary: Is there any way to automate the impost management in Helpdesk or do we have any HDL for custom field in Help Desk Content (please ensure you mask any confident…
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Is it possible to hide attachment types in Help DeskSummary: We have three types of attachments but only want to keep one option. Content (please ensure you mask any confidential information): Create Help Desk Request > A…
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Groovy script for notification when SR is ORA_SVC_CLOSEDSummary: Hello, I need to send a notification when an SR move from status Resolved to Closed, I try to write a groovy with bot triggers Before update and Before insert a…