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Help Desk
Discussion List
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Case Management web channel conversationSummary: In Case Management, when we do the Create Conversation smart action and select Web as the channel it only allows me to select resources/ those with the case man… -
Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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HRHD customized fields to be included in the column filters for SearchHello, We are looking for a way to customize (add/remove/adapt) filters on search pages with our customized fields. (for HRHD). Also, is there a way to get the history o…
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Case Management: Requirement for Cases to be Restricted to certain Case managersSummary: Our customer has a requirement for Cases that are related to HR employees to only be visible to specific Case Managers. We've tried creating a custom field and … -
Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'…
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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lookup code show is the id codeSummary: in configuration and maintenance in the task of managing common queries, when searching a list of a query in the search code it is showing in ID and not the cod…Yudy Vanessa Sandoval Arango 12 views 3 comments 0 points Most recent by Yudy Vanessa Sandoval Arango
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte… -
Remove Author name in Helpdesk .Summary: Hi Team, Is it possible to remove/hide Author Name functionality in Help Desk. 1) Is that Possible to Hide/Remove below red color marked one.? 2) Is that Possib…
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mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERPSummary: We need to perform a mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERP, as per the requirement. We attempted to accomplish thi…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…
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Notification to Assignee when user adds a messageHi, has anyone been able to set up a Bell Icon notification that triggers when a user adds a message to a Request in Redwood HRHD? I have tried adding triggers to the HR…
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Alerts or Reminders in Redwood Help Desk or Case ManagementSummary: Alerts or Reminders in Redwood Help Desk or Case Management Content (required): Has anyone developed alerts or reminders in Redwood Help Desk or Case Management…
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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Helpdesk Inbound and outbound email scenario clarificationHi All, I have few scenarios' listed below. I would like to understand the expected behavior and if it's possible to achieve the expected outcome for each of the scenari…
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Modify the chat conversation before sending to Oracle service cloud after agent chatSummary: We have Agent chat Survey links from the previous conversations in the same session that are automatically added to incident threads in Oracle Service cloud whi…
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Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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how can i secure setup activities against one business unit from 4 business units?Summary: i need the consultant to see 1 business unit while applying setup activities in procurement. and not see any setup related to other business units. is it applic…
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Why do recommended knowledge articles not show on the Redwood HR Help Desk request page?We are trying to complete test scripts that say that recommended articles will populate on the top of the service request details page. We have published many articles w…
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SR - Recommeded articles do not show up when filtering by productSummary: I am trying the usecase where articles should be recommended based on the product selected on a Service Request Created an article "Test POC" and associated the… -
Exposing employee information in the spotlight regionSummary: I was recently informed that it is possible to expose employee information (i.e. department, job title etc.) within the spotlight region of a HR Help Desk Reque…
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Dashboard columns missingSummary: Dashboard columns are missing. For example, I have "Assigned To", "Creation Date", "Last Updated Date", "Severity", "Status", etc selected as visible columns bu… -
To send an acknowledge email when the agent is holiday or leave after an employee created Request.Hi, There is a requirement to send an acknowledge email when the agent is holiday or leave after an employee created HR HelpDesk Request. Thanks, Waheeda
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Can we Default the Category based on Helpdesk Channel?Summary: We have enabled the Email channel for creation of helpdesk ticket and Category is a mandatory field for us to create a SR hence we want to understand if its pos…
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Help desk notification - testing/debuggingHi Team, I have couple of questions on helpdesk notification. We are in redwood page. 1.We have two ways of configuring the notifications for helpdesk. One is email temp…
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HCM Help Desk How to customize appointment creation notifications in Oracle Fusion 24CSummary: The size of the text in the notifications when creating appointments is not noticeable since it is a small box and is visible for a very short time. Is there an…
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Standard/Predefined Help Desk infolets listSummary: May I know the standard Help desk infolets list. Content (please ensure you mask any confidential information): Version (include the version you are using, if a…