Redwood
Discussion List
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In the Next Gen agent landing page are we able to enable a search filter for Person/Worker number?Summary: I am working with a client who uses Person/ Worker numbers to identify staff, it is widely used and users know to use it when requesting support across HCM. My … -
Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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How can we make the Resolution Code and Outcome fields visible only when the status is Resolved?Summary: Hi Everyone, Oracle recently launched the Quick Edit feature for Helpdesk requests in 25C. To use this feature, we also pulled in some custom fields using VBS o…
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Built a solution with multirow custom fields for InvestigationSummary: As part of the investigation process, there is a requirement to capture data and discussions in defined fields for each interviewer. We need to design a solutio… -
Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…
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createSrMessage:-JBO-26041: Failed to post data to database during "Insert":Summary: When a user mails to create SR in helpdesk few mails have the 'Status Code' - 'ORA_SVC_FAILED_SR_MESSAGE' and 'Status Detail' - createSrMessage:-JBO-26041: Fail…
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25C Knowledge Management - Agent Experience: Question Answering in My KnowledgeSummary: Clarify about this new feature available in 25C related to Agent Experience > Question Answering in My Knowledge. Content (please ensure you mask any confidenti… -
Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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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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There is no data in hr help desk requests pageSummary: i am getting blank page when i have clicked on 'help desk requests' icon in help desk admin and help desk agent accounts Navigation : home>help desk >help desk …
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HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
Auditing for queue field not workingHi All We have enabled auditing for most of the key fields in our audit policy → service → hr help desk request object and selected a lot of fields that requires auditin… -
service request page not available in HR Help DeskHi everyone, In .test env I noticed this issue when landing on Service Request Page both with admin or agent user (using all users that work in prod env) I get this weir… -
HR Help Desk Fields appear blankHi Team, After 25C, the data in the fields we have displayed on our Agent Edit HR Help Desk Request page now appear blank. The data previously inputted is no longer visi…
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HR Help Desk - Forward/Backward action of SR tickets in the Ticket details page not workingSummary: The forward/backward arrow in the SR ticket details page is not working according to expection. Content (please ensure you mask any confidential information): M…
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Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
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How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
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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… -
Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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Milestone based on Category Is not populatingSummary: Milestones based on category is not populating Followed all the steps mentioned in the previous community posts. But still no luck. Attached the steps followed.…
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"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
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NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…
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Enable AI Assist in Knowledge AuthoringSummary: Hi, we want to enable the AI Assist option while creating new knowledge articles in Redwood. We have enabled Generative AI features with help of Promotion Code …
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Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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How to send email to external email address or external communications in Helpdesk.Summary: From this document External Contact Email Address And Communication (Doc ID 2540878.1), we know that it only supports contingent and employees. Is there a way w…
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REDWODO helpdesk tickets Not Auto Assigned to AgentSummary: We are migrating our helpdesk to REDWOOD and while we have setup the assignment rule and queue are setup for auto assignment and omni channel is enabled, the ti… -
Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec…
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…