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Auto-resolving HRHD requests in the Redwood HR Helpdesk — Cloud Customer Connect
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Auto-resolving HRHD requests in the Redwood HR Helpdesk

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Summary:

We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk.

Despite meeting the criteria for auto-solving (i.e., the HRHD Request's last updated status has exceeded the number of days specified in the SVC_HRHD_IN_WAITING_DAYS profile option), the Auto-Close HR Help Desk Service Requests process is not moving the HRHD Request status to Resolved. We have set the SVC_HRHD_IN_WAITING_DAYS profile option to 1 day.

We are curious to know if others are also facing this issue or if it is isolated to our team. We have been working with Oracle on this issue for a few months but have been unable to identify the root cause.

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