Agent View
Discussion List
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HR Agents unable to open requests assigned to other HR agentsSummary: Hi there, in the Redwood HR Help Desk I am finding that HR Agents only have permissions to access their own requests. When I try and click on another request as… -
Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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Sharing Knowledge Article Email Link not WorkingSummary: Trying to share a suggested Knowledge Article to the Primary Contact of a Help Desk ticket but the link to the article is not working. Content (please ensure yo…
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Can we save the columns we add to the Next Gen HR Help Desk Agent View?Can we save the columns we add to the Next Gen HR Help Desk Agent View? We have the ability to add/remove columns in the Next Gen HRHD Agent view (landing page of Help D… -
Is it possible to delete an Action Plan Template after being added to Help Desk Ticket?Summary: Deletion of Action Plan Template from a Help Desk Ticket Content (please ensure you mask any confidential information): Unable to find a way to delete an Action… -
Tags FunctionalitySummary: Display for Help Disk Tags and Reporting Content (please ensure you mask any confidential information): Hello, Has anyone find a way to help manage the display …
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Restrict Helpdesk Agents from Being Assigned to Their Own RequestA client requirement states that the system should allow Helpdesk Agents to raise service requests and set themselves as the Primary Contact, but prevent them from actin… -
Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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SRs not getting assigned to a queueWe have enabled Omni channel. Added resources to the queues. Still the SRs are not getting assigned to a queue. The service assignment rules are in place.
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
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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Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Guided Journey (and AI agent) not visible on actual page but visible in Oracle Visual BuilderSummary: Hi, I have created an AI agent (for MFG Operations but I think that's not relevant). Then created a guided journey 'OPERATIONAL_PROCEDURE_GUIDE' and associated …
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Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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Steps to be followed after refresh helpdeskHi Team, After the refresh, the helpdesk is not working properly. The agent page is not opening, and notifications are not being triggered. They are triggered in some ca…
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Agents are not automatically available when they sign inSummary: Prior to 24B Help Desk Agents were available as soon as they signed into the system. Now, they are unavailable by default and have to make themselves available …
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NextGen HR Helpdesk - Groovy Script for defaulting assignment detailsSummary: Groovy script not defaulting current assignment BU Content (please ensure you mask any confidential information): We have custom Business unit field created to … -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Dynamic skill issue: Login as the employee we don't see any skills in the dropdown.Summary: Hi Team, We have configured the Dynamic skills as per the document. But when we login as the employee we don't see any skills in the dropdown. When I click and …
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
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Hide the name from Knowledge articlesSummary: Hi experts, I am aware that in further release this functionality will be finally implemented and all Knowledge Article's names will be removed. This is where t… -
Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…