Redwood
Discussion List
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How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that… -
Translation of custom fields on Redwood PageSummary: Hi, We have a requirement to translate SR Creation Page on Redwood. We navigated to select language preferences and tried translating the SR creation Page. What…
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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… -
Is posible create milestone for category in helpdesk?Hello Community! The customer needs to create milestones by categories, Is there any way? When I create milestone it applies to everyone. Regards.
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BU in the employee/agent pageHi Team, Our requirement is, Employee or agent page should populate primary contact's BU automatically and should be hidden in the page. The instruction was given in the…
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NextGen: remove email responses in HR HELPDESK Email/In AppSummary: Hi Everyone, I have configured Object Workflows and written a piece of code to trigger notifications. However, in-app notifications are not working. Does anyone… -
enable migration for HR helpdeskSummary: I am trying to migrate Classic Helpdesk to Redwood. While trying to run the scheduled process-"HR Help Desk Metadata Migration to Redwood Help Desk”, HR "Help D…
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Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
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Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
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Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
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In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Notification to Queue Owner after X amount of days - Request UnassignedSummary: Hi Community! Client has a requirement to issue a notification to the Queue Owner when there are HR Help Desk requests unassigned in the queue after a certain a…
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case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
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How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu…
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Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
HCM – Using Oracle Digital Assistant with HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Did yo… -
How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w…
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Raise HR Help Desk ticket via SMSSummary & Content: The Oracle website claims that HR Help Desk users can 'Submit inquiries via multiple channels—digital assistant, SMS, email, and social platforms'. Ho…Hajerah Muneer-Oracle 13 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …
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Helpdesk Agent is unable to assign Journey to the SR raised by other agentsSummary: Hello Team, We are facing this issue where Helpdesk Agent is unable to assign Journey to the SR raised by other agents. We get this below error "We couldn't ass…
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View for service request changes upon screen sizeSummary: Hi, We noticed that since the last release, the service request page (agent's view) appears with its columns all enlarged making it difficult and time consuming…Silvia Stangarone 21 views 2 comments 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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HR Help Desk Emails Intermittently Not Sending When Responding via EmailWe’re experiencing an intermittent issue with HR Help Desk email notifications. When agents reply to a ticket via email, sometimes the response successfully sends an ema…