Redwood
Discussion List
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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 …DianaRG 174 views 13 comments 0 points Most recent by Santosh Suresh Chincholi Career and Succession -
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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ORA_SVC_HIDE_OUTBOUND_MSG_TAG expected behaviourSummary: Is it correct that the ORA_SVC_HIDE_OUTBOUND_MSG_TAG profile option only hides the message identification number on the messages sent out of HR Help Desk when u…
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OTBI Agents directed to HR Help Desk email channel to create SRsSummary: Hi, My client has a number of OTBI Agents set up to send notifications to the HR ops team to action things such a DOB, Marital Status and Gender missing from pe…
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help desk button bar doesn't appearSummary: Hi all, we are trying to implement this new button bar functionality "assign to me", "show interactions" and "audit history" (explained in this document: Improv… -
Smart action help desk doesn't work - Help Desk RedwoodSummary: Hi all, I noticed that when selecting "assign to me" smart action in the service request smart action tab, it doesn't work and it doesn't trigger any action: Is…
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edit fields in HR Help desk pageSummary: Hi, May I ask you how to edit these fields (circled in yellow below) appearing in the Service Request create/details page? I would need to make some of them edi…
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Unable to create new case in Redwood due to Business UnitSummary: I am setting up Case Management in a client environment but every time I try and create a new case I get the Error message below, I have given myself permission…
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Live Chat Wrap Notes are not generated after chat is closed - Gen AI HelpdeskSummary: Hi, We have enabled Gen AI for helpdesk and also the Live Chat functionality. We have followed below documents :- Create a Help Desk Request from a Chat or Call…
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can there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
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Can we send notifications to agents when a service request they are assigned to is reopenedSummary: Employee uses Smart action to Reopen a SR which has been resolved. But the status changes to New and in the backend the Status is ORA_SVC_HRHD_NEW and hence we …
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Not able to see Redwood Case Queues - ORA-00001 ErrorSummary: Hi all, I had successfully implemented the queues for cases as part of the 25C release in a previous environment for our client. However, in our TEST environmen…
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Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Groovy script help- Custom Notification in Case ManagementSummary: Hi, my client is using relationship types for contacts in access groups and would like to trigger a notification to a user when they are added as a contact and …
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Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an…
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Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
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Help Desk offering deactivated in new environmentSummary: Afternoon all, I am trying to enable the HR Help Desk offering but it is greyed out so I cannot select it. Content (please ensure you mask any confidential info…
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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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Can we dynamically attach tags to Helpdesk tickets based on the categories?We want to dynamically attach the tags for Helpdesk tickets based on the categories of the ticket? Is this functionality available? If yes, can you tell us how we can im…
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Reply/Acknowledge for an unknown user outside of the organization Oracle HR HelpdeskSummary: Hi , I am trying the solve the issue of not getting a reply for an unknown user outside of the organisation and wanted the follow the solution in the below docu…
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NexGen Helpdesk : Restrict employees from raising tickets on behalf of senior position employeesSummary: My client requirement states that "When an employee tries to create a helpdesk request from "MyHelp" They want to restrict employees from raising tickets on beh…
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What is the effort/duration required to migrate from Classic to Redwood Help Desk?Summary: We will be starting the process to migrate Classic to Redwood HR Help Desk. I would like to know how long has it taken for other customers of similar size (ment…
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How to use advanced mode within VBS and is it supported?Summary: There are some elements within VBS Express Mode that we are unable to configure in Redwood but we may be able to manipulate them within Advanced mode by amendin…
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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…
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Upgrading Classic HR Help Desk to HR Help Desk in the Redwood ExperienceWe are planning to upgrade Classic HR Help Desk to HR Help Desk in the Redwood Experience, we have gone through the articles but not able to identify starting point how … -
How to display LOVs of a custom field based on the queue?Summary: Hi Everyone, We have a requirement to create a new SR custom field called "Resolution Category", which should be available at the point of resolution. The value…
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Case - Resolution DescriptionSummary: The Resolve Smart action was released as part of 25B and is great with giving our clients structure when closing a case. However, once this screen has been fill…
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Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.? -
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 …