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Help Desk
Discussion List
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We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol… -
Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks Gianfranco
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HR Help Desk API is not fetching any dataSummary: I am trying to use GET method for HR Help Desk API. I am getting the error as 'Definition SourceCd of type Attribute is not found in SrAllCategoriesEO.' and fai…
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How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa…
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Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
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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… -
Not able to update user email in resource directorySummary: We are Implementing Help Desk application. We need to add a person as Queue resource. We are getting error while we add the person to the queue.When we checked …
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Add Relationship type to Case ContactSummary: Relationship field has been enabled in the CaseContacts layout. However, we are not getting option to choose the relationship type. It is not editable field. Co…
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Service Request opened for a specific Category should be Restricted to a Specific AgentSummary: Service Request opened for a specific Category should be Restricted to one Agent Content (required): Is it possible to configure a solution where an employee's … -
Can we assign service request in HR Help Desk to Team?Is there a way to assign a request to Team instead of individual resource or agent? If yes, what are the configuration task that need to enabled? Thanks, Dinesh S -
How can we Default Status Values for Specfic Categories in HR Service RequestSummary: Hello Experts, We have a Requirement, Wherin if a Service Request is raised for a Specfic Category then it should be auto resolved. For the Same We have Tried U…
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Does Redwood Case Management have Approval Workflows?Summary: Does Redwood Case Management have Approval Workflows? Content (please ensure you mask any confidential information): Does Redwood Case Management have Approval … -
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
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How to make Asset Field Mandatory in Create Help Desk Service Request UISummary: We want to make Installed Based Asset field mandatory for the users while they create the service request. We are not able to use Sandbox for this requirement. …
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Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…
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In HRHD, want to limit Statuses available when updating SR as an employeeSummary: Employees should not be able to change an SR status to other than New or Resolved Content (please ensure you mask any confidential information): Version (includ…
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Redwood - HR Helpdesk - Employee Replying to emails sent from the Helpdesk.Summary: Hi I hope you can help. I have set up the functionality where an agent can send an email from a help desk request and the recipient can reply to the email. The …
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24A: ENHANCED SECURITY FOR CASE MANAGEMENT DATAHi Team, Can you please assist me on this new feature. url-https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/r13/wn/helpdesk/releases/24A/24A-helpdes…
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Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Does P2T affect HCM and ERP instances both?Summary: When we ask for a P2T, considering we have two instances for ERP and HCM, can we ask for only ERP P2T? We don't want HCM test to be overwritten. There is anothe…
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Is there a way to use categories and queues for both HR Help Desk and Case Management?Summary: We are implementing both the Redwood HR Help Desk and Redwood Case Management. The requirement was set that both applications are using the same queues and cate…
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Automatically change the Assignee when I modify the queue?Summary: Is there the possibility to automatically assign a SR to a specific resource once the agent change the queue? HR HD Redwood Version (include the version you are…
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HCM HelpdeskHI All - I am from Birmingham City Council and we are using Oracle (HCM, ORC and Helpdesk). Would anyone from the public sector who is using Oracle and the helpdesk func…
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Is there a way to bulk import attachments and message history for the HR Help Desk object?We are currently trying to bulk import the HR Help Desk object as a way to migrate the legacy Help Desk Requests from the old system to the new system as part of the imp…
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Which is the privilege to enable intenal conversation?Summary: HR Help desk Redwood I have custom role for SME and Agent. Standard role for the Administrator. Content (please ensure you mask any confidential information): W…
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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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How can we tell who is manually assigning Help Desk Requests?Summary: Within our HR Help Desk, some Resources are being manually assigned requests that are not within their area of expertise, so we are trying to pinpoint who might…
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How do you know when the agents are logged in or have logged in in HR Help Desk?Summary: How do you know when the agents assigned to a queue are logged in or have logged in in HR Help Desk? Content (please ensure you mask any confidential informatio…
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How to default the subject when employee composes a message?Summary: Currently when a message is submitted by employee for a SR, the subject is defaulted to first few characters of the message content, if a subject is not given. …