Redwood
Discussion List
-
Redwood Knowledge Workflow ErrorSummary: Redwood Knowledge Workflow Error Content (please ensure you mask any confidential information): Hi All, Has anyone able to use Redwood Knowledge Workflow succes… -
How to display the value of a toggle switch in Agent Details page (parent page)?Summary: We have a toggle switch in the agent details page or the parent page. Whatever be the value of it - true or false, it always shows 'O' in the parent page. How c…
-
Admin Access for Case ManagementSummary: We are trying to configure the Administrator role for Case Management where the user should be able to access the Cases belonging to their BU and should be able…
-
Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…
-
How to manually modify the effective end date of a party usage without Customer Data Management?Summary: I'm not able to identify resources from Resource Directory because the EFFECTIVE_END_DATE is prior to the today year/date, so I need to update this value withou…
-
How to identify who views Knowledge base articlesSummary: Hi, Is it possible to identify by whom the knowledge base items were viewed? Thanks Gianfranco Content (please ensure you mask any confidential information): Ve…
-
Object Link / Relationship List of Values not updatingHello - I have updated the 'Enabled' Object Link types via Manage Object Link Types. However when I go into a Redwood HRHD Request and use the 'Create Relationship' opti…
-
Redwood FunctionalitySummary: Document required for Redwood functionality for Purchasing Module in Oracle Cloud Content (please ensure you mask any confidential information): Version (includ…
-
HR Help Desk Milestones not CompletingSummary: Milestones for First Response and Resolution are set up, yet they are not automatically completing based on rules set up. Content (please ensure you mask any co…
-
Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use… -
How to prevent creation of child SRs when actions are added to help desk requestsSummary: I'm exploring the option of adding actions and action plans to help desk requests. But when doing so, for each action that I have added a child SR is getting cr…
-
Not able to hide "Subject" tabSummary: Hello, I am not able to hide "Subject" tab within the Service Request's details page The customer requires to hide this tab as it is meaningless and misleading …
-
Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks GianfrancoGianfranco Fariello 11 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Help Desk
-
Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
-
Does Redwood Case Management have Approval Workflows?Summary: Does Redwood Case Management have Approval Workflows? Content (please ensure you mask any confidential information): Does Redwood Case Management have Approval … -
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
-
Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…
-
Redwood - HR Helpdesk - Employee Replying to emails sent from the Helpdesk.Summary: Hi I hope you can help. I have set up the functionality where an agent can send an email from a help desk request and the recipient can reply to the email. The …
-
Automatically change the Assignee when I modify the queue?Summary: Is there the possibility to automatically assign a SR to a specific resource once the agent change the queue? HR HD Redwood Version (include the version you are…
-
Which is the privilege to enable intenal conversation?Summary: HR Help desk Redwood I have custom role for SME and Agent. Standard role for the Administrator. Content (please ensure you mask any confidential information): W…
-
What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
-
Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
-
Defaulting Severity based on Category using VBS for Help Desk requestsSummary: Hi, We are migrating from classic to Redwood Help Desk and now using the 'Help Desk Requests' and 'My Help' for the new improved experience. We are now working …
-
Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
-
Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
-
Next Gen HR Help Desk Ticket Creation Through Email Not WorkingSummary: We are implementing NextGen HR Help desk and enabled profile options to create ticket through email but while testing I have noticed tickets are created for Cla…
-
How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
-
How to check if Redwood is enabled on a POD?**This post was created as part of a How to Service Request (SR) Release: 23C Summary of the question: We wanted to confirm if Redwood experience is enabled for help des…
-
In Redwood HelpDesk, want to remove the status look up value ( Closed, Resolved) in the mass updateSummary: In Redwood HelpDesk, recently enabled the mass update feature Now we need to customize or remove the status lookup value in the mass update feature to restrict …
-
We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…