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For more information, please refer to this announcement explaining best practices for getting answers to questions.
Help Desk
Discussion List
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk? -
OrganizationAM.OrganizationUnitPVO field OrganizationUnitTranslationPEOTitleSummary: HcmTopModelAnalyticsGlobalAM.OrganizationAM.OrganizationUnitPVO field OrganizationUnitTranslationPEOTitle showing NULL VALUES Content (please ensure you mask an…
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How to add inactive date to contact picker using VBS?We have a requirement to add the inactive date of our ex-employees in the contact picker card - is this possible through VBS and if so, is there guidance on how to do th…
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Need Query for Fusion ESS processes with Notification type identifiedSummary: Need a query to list all Fusion ESS 'parent' scheduled processes, identifying the following for each waiting 'parent' processs: process id, process name, and fo… -
Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
Tasks in Case ManagementSummary: If I add an action plan, I'm expecting the Tasks type actions to show under the Tasks section in the Case Details page, however it's only showing Tasks that I'v…
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Receiving duplicate emails for the same updatesHi Team, I have written the groovy script for MessageTypeCd ORA_SVC_RESPONSE and ORA_SVC_CUSTOMER_ENTRY. When there is a message updates, it give the notification only o…
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Help Desk Notification after # of Days in WaitingSummary: Hello, We are looking to add an additional Help Desk Notification that will go to the Primary Point of Contact after n Number of Days their SR has been in a Wai…
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
25A upgrade impact on tech componentsIs there any documentation which can tell impact of 25A on Tech Components Content (please ensure you mask any confidential information): The 25A release notes cover mai…
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How do you remove Agent accessSummary: We have an employee that is no longer part of the department, and the Agent access must be removed. I have removed the custom Agent, Case Worker and Resource ro… -
Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Helpdesk requests redwood page is not openingSummary: Hi Team , I am trying to open Helpdesk request Page - Navigation Helpdesk - Helpdesk Request -> Page is not showing any data All the HR helpdesk related roles a…
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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…
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User Name in HomepageSummary: User Name in Homepage Content (please ensure you mask any confidential information): Hi Experts, There's a question around the user name's format on the homepag…
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How to configure Product Usage Groups in Redwood HR Help Desk?Summary: How to configure Product Usage Groups in Redwood HR Help Desk? Do we have any guide or configuration document to refer? Content (please ensure you mask any conf…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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The Chat Bot on DOP is not workingSummary: The Chat Bot on DOP is not working Content (please ensure you mask any confidential information): Description The Chat Bot on DOP is not working it is constantl…
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Oracle Fusion Cloud SCM 25A Known Issues Internet Explorer or Chrome link doesnt workSummary: facing the error while trying to access Known issues link - {"title":"Forbidden resource","detail":"Unauthorized access","type":"https://www.w3.org/Protocols/rf…
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Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
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How to restrict the visibility of categories in HR Helpdesk?Summary: Is there a way to restrict categories on the basis of countries/ department/ grade etc so that the people who don't belong to that specific country/ department/…
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How to manage users locked in API interface?Summary: How to manage users locked in API interface? Content (please ensure you mask any confidential information): Hello, when the user provides incorrect password 5 t…
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR ticketSummary: Does Oracle Helpdesk has option to trigger an integration to pass the information for non HR related ticket to be created in Jira by either API or file-based (v…
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Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O…