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Help Desk
Discussion List
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Unable to add user to the support portal.Currently we are facing an issue in adding users to Oracle support portal. Is there any detailed description on how to add a user to the support account. I am being adde… -
HR Helpdesk Agents cannot see the all the tickets assigned to their queue other team membersSummary: Hello Experts, We have done the configuration of HR Helpdesk Nextgen (23A) where HR Queue is mapped to Resource Team and there are many resources in the Team. A…
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Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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How to hide the 'Do you still need help?' region below knowledge articlesSummary: We would like to hide the 'Do you still need help?' region that is displayed below knowledge articles which are access by the employee using My Help. We have lo… -
Knowledge article rating scale to be changed from five star rating to Sad and happy smileySummary: Currently we have five-star rating and like/dislike rating to rate the knowledge article in HRHD. Is it possible to have Sad and happy smiley as the rating scal…
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Close Request Description not mandatoryHi all, does anyone know if it's possible to make the 'Close Request Description' mandatory for employees? Version (include the version you are using, if applicable): 25A
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Visual Builder not allowing me to use Page DesignerSummary: Visual Builder not allowing me to use Page Designer Content (please ensure you mask any confidential information): I am in Visual Builder page designer trying t…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur…
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Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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Hide/show fields condition not working on Case Management formSummary: Hide/show fields condition not working on Case Management form Content (please ensure you mask any confidential information): I am using the following the docum…
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How to assign Help desk request from email to specific category ?Summary: Email is configured and HRHD SR can be created from email. Using Assignment rule, we can direct a SR to specific queue. But the category remains blank. How to a…
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We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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Case Management - Meeting Details in OTBI ReportHi We need to display the Meeting details captured in the Cases in Case Management Page. I didn't find any fields in OTBI CRM/Helpdesk Case Management Real Time Subject …
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…
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Assigned To field is empty in HR HelpdeskSummary: 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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Absence Records link in HRHD Smart NavigatorHi guys, I've noticed that the Absence Records link in the Smart Navigator isn't working. I've raised an SR but I was wondering if anyone else has this problem? Version …
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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While making changes in VBS, it is getting deployed but are being removed after some timeSummary: I have added custom fields on a page and published it. Its showing there temporarily. When I close the page and open it again, changes are being removed from th…
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Case Type menu to produce a set of values using choice menuSummary: I want to create a choice list for the case type. I have been trying to do this in Visual Builder but with no success. For instance when a Case Type such as Dis…
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In Visual Builder I want to set up the Case Type Look Up field to display specific buttonsSummary: Content (please ensure you mask any confidential information): In Visual Builder I want to set up the Case Type Look Up field so that when each value is selecte…
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Groovy script to notify agent when request is updatedSummary: Content (please ensure you mask any confidential information): My groovy script is supposed to send a bell/email notification to agents when their request is up…
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Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…
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Automatically trigger Escalate to Case Smart ActionSummary: Content (please ensure you mask any confidential information): Is there anyway to automatically trigger the Escalate to Case smart action once the HR Help Desk …
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. Content (please ensure you mask any confidential in…