Redwood
Discussion List
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Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a… -
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… -
Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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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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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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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Helpdesk requests redwood page is not openingSummary: Hi Team , I am trying to open Helpdesk request Page - Navigation Helpdesk - Helpdesk Request -> Page is not showing any data All the HR helpdesk related roles a…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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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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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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HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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What happens when multiple object workflows conditions are met?We have multiple custom object workflows which trigger different actions when the conditions are met. I'm currently investigating an issue where one of the email notific…
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Inbound & Outbound with personal emailSummary: We have created an email channel (test@client.com) and the client have enabled the required setting for their outlook. We are sending an inbound email from pers…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in . The users are able to edit messages after this and whenever some…
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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Changing Redwood helpdesk ticket status from New to In progress once the agent opens the SrSummary: We want to check if there is any feasibility of changing the status of helpdesk from New to InProgress once the agent/Assigned To person opens the service reque…
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Fetching user roles failed with error code 501Summary: We are trying to make some customizations using VBS on Case Details (EDIT) page, but we are getting an error. Could anyone suggest what is the reason for this? -
Missing Burger Menu Button for Smart Text CreationSummary: Missing Burger Menu Button for Smart Text Creation in Oracle Release 24D Content (please ensure you mask any confidential information): Hello everyone, Since th…
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HR Help Desk to Redwood DeadlineHello, Is there a deadline for the migration of the HR Help Desk to Redwood? The last timeline shared by Oracle did not appear to specifically mention that the HR Help D…