Get Started with Redwood for Oracle Cloud HCM Begin Now
To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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.
Automatically update severity when status changed from Resolved in Redwood Helpdesk
Summary:
In Classic helpdesk we had groovyscript in place that would automatically update the severity of a case when the status was changed from Resolved to another open status.
After moving to Redwood Helpdesk, we found that this groovy script whilst it did work on saving a request, meant it couldn't update visibility for fields that are based on severity we wanted employees/agents to update.
Using action chains in Visual Builder we have been able to replicate the desired functionality for Employees, however when trying to implement an equivalent action chain for the Agents we are being presented with a blank screen.
1