Redwood
Discussion List
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Amend HR Help Desk panelSummary: I am trying to amend the panel in VB so that the Creation Date, Closed Dated, Last Updated items are visible in the HR Help Desk Content (please ensure you mask… -
Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
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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Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…
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Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
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Inbound email from an unknown senderIn HR Helpdesk, if we set the profile option for unregistered email address to NO, can we setup an acknowledgement email saying that the HR Helpdesk request was not crea…
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this article has been deleted or unpublished from the knowledge base and is no longer available err.Summary: HI Team, We are getting "This article has been deleted or unpublished from the knowledge base and is no longer available." error. The knowledge author created a… -
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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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Adding signature to acknowledgement emailSummary: Hi team, my client is debating whether to utilise the OOTB acknowledgement emails that Oracle deliver or performing this through a workflow. The only advantage …
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Context Sensitive Fields in HRHDWe need to enable context sensitive fields as per the category in HR Helpdesk. For example, if the category is Performance, we need three fields to show up whereas if th…
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I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…
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Separate inbox for a particular categorySummary: We have a requirement to create a separate email inbox for a particular category. Can this be achieved through automatic routing rules? For example: All SRs rel…
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HR Help desk: object workflow not sending groovy notification.Hi Experts, Summary: We are configuring an object workflow to send an e-mail if a request has been in status "Waiting" for 7 days. The workflow is triggered, but the e-m… -
Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
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Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…
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Case Management SearchI'm not very familiar with HR Help Desk or Case Management, so reaching out for some help. When using the Cases landing page, I am trying to search for cases that includ… -
Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…
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Ability to view chat transcript as a helpdesk userSummary: Hi, We are looking to enable chat within our Fusion Helpdesk environment and whilst this is working from an agent perspective, we are unable to see the chat tra…
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Unable to see any icon apart from others while login from MobileSummary: Hi Team, Business user is trying to login to fusion using mobile. They are able to see only other tab. May I know how we can fix to have all other tabs in mobil…
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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. …
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No data on page redwood positionsHi, After activating the profile values for the position page in Redwood. The following were executed the process ESS job to create index definition and perform initial …
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Where and to whom is Knowledge article approval comment visible?Summary: We've set up an approval workflow for Knowledge Article creation. Once a Knowledge Author / Helpdesk Agent creates a knowledge article, it is sent for approval … -
Can we add 'Tags' as a column to display on the Redwood Help Desk UI landing page.Summary: As you might aware, Oracle has delivered Tags Functionality to classify Helpdesk requests in 24A. We have a requirement to display Tag as a column on the Redwoo…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. Content (please ensure you mask any confidential in…
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Using SMS feature in Next Gen HelpdeskSummary: Hello Experts, As per Oracle documentation, users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. However, the…
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Restrict Employees from selecting severity when creating new helpdesk requestHi All, We have a client requirement to hide the Severity field when an Employee is creating a new helpdesk request so that they are unable to select any value. Once the…
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Disabling suggested knowledge in Redwood HelpdeskSummary: We would like to disable suggested knowledge articles when viewing the details page of a submitted HR Help Desk request in redwood. We have found that more ofte…
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Dynamic Link set up for Case ManagementSummary: I have set up the the dynamic link for HR Help Desk requests and can successfully see the link in the emails. Is there a way I can set up the same thing for Cas…