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Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Help Desk
Discussion List
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Mass Update for Team Members for Internal Service RequestSummary: Is there a way that we can enable the mass update function for team member in internal service request? Content (please ensure you mask any confidential informa… -
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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Error enabling Elastic Search for Help Desk objectWe followed the steps indicated in the documentation https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/enable-elastic-search.html#Enable-Elastic-Search The step… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr…
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Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but… -
Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe…
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"Oops I'm encountering a spot of trouble. Please try again later"Summary: I am getting this message in Digital Assistance when I click create Service request I am getting "Oops I'm encountering a spot of trouble. Please try again late…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
Schedule officer RoleSummary: We have created a schedule officer role to give access to the schedule officer in each department, The schedule officer should be able to upload leaves on behal…
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Max timeout for REST APIs in Oracle fusionSummary: We are planning to use MuleSoft as our IPaaS solution. Need to find out if there is any Max Timeout setting limit in Oracle Fusion SaaS REST API. Please let me …
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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Action Plan Templates - Actions to be triggered based on custom fieldsSummary: Action Plan Templates - Actions to be triggered based on custom fields Content (please ensure you mask any confidential information): We have a requirement to c… -
Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"…
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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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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
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Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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Fusion HCM, Notification page (bell icon) - Dismiss button logic from backendFusion HCM, Notification page (bell icon) has FYI tasks and for them we see Dismiss button. I need help on how to identify the button clicked or not. My requirement is t…
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…