Redwood
Discussion List
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Knowledge articles are not coming in search results.Summary: Hi Experts! We have knowledge articles enabled and published articles. but then the employees are not able to search those knowledge articles. its giving a blan… -
Knowledge Workflow step assignmentSummary: How does the Knowledge workflow step assignment works while creating the knowledge article? Content (please ensure you mask any confidential information): Hi Al…Sreeja Arukala-Support-Oracle 31 views 2 comments 0 points Most recent by Jiten Bhatiya-Oracle Help Desk -
Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H…
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public smartext is visible in EDIT help desk SR page but not create SR pageI created a public smarttext in the Manage Smart text folder and published it for Help desk stripe. It appears in the EDIT SR page detailed description but not in proble…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…
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Unable to fetch the customization for HR HelpdeskWe are unable to fetch the customization for HR Helpdesk using HCM Redwood Personalization Helper Tool. Please let us know how we can fetch the customization for HR Help…Pritam_hait_2 11 views 1 comment 0 points Most recent by Rajvi -Oracle HCM Redwood Personalization Helper Tool
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'…
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Exposing employee information in the spotlight regionSummary: I was recently informed that it is possible to expose employee information (i.e. department, job title etc.) within the spotlight region of a HR Help Desk Reque… -
Dashboard columns missingSummary: Dashboard columns are missing. For example, I have "Assigned To", "Creation Date", "Last Updated Date", "Severity", "Status", etc selected as visible columns bu…
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To send an acknowledge email when the agent is holiday or leave after an employee created Request.Hi, There is a requirement to send an acknowledge email when the agent is holiday or leave after an employee created HR HelpDesk Request. Thanks, Waheeda
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Does My Knowledge search the body of knowledge articles?Summary: How does My Help search bar and Redwood Knowledge actually search for knowledge articles? Content (please ensure you mask any confidential information): We are … -
Redwood: Translations in Page Composer (EL)Summary: In our Redwood Migration, we have Personalizations in Page Composer using EL expressions to have translations. Is this supported in Redwood? Can this be done in…
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Until when would the request be considered active?Summary: Until when would the request be considered active? Content (please ensure you mask any confidential information): For queue purposes, client would like to know …
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Is attachment preview possible in redwood help desk pages?Do we have an option to preview the attachments in redwood help desk pages? I know this is possible in redwood HR, but can't find a way to enable this for help desk. Whe…
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Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know …
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Can we Auto Assign a task in Action Plan Template to an owner dynamicallySummary: Hello Experts, We have a requirement where we need to auto-assign a task in Action Plan Template to an owner dynamically other than the one who adds the action …Vinod Kumar Ummadisetti 11 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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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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Help desk custom field label display lengthHello, We are using next gen Help desk and For one of the custom fields the display length is not fully visible. Untill 24C this was appearing like below But now, not su… -
How to minimize the column width on the Redwood Helpdesk Landing PageFollowing the 24C upgrade, the column widths on the helpdesk landing page have expanded, causing some columns to extend beyond a single view, requiring horizontal scroll…
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Redwood - HR Helpdesk - AuditingSummary Is HR helpdesk auditing availalble if you do not have a licience for Service. My customer is only using HR Helpdesk. Content (required): I know that auditing is …
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Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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Is VBS Express Mode is available for Redwood HR helpdesk ?Unable to see Express Mode for Redwood HR helpdesk ? Any idea how to enable it ?
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Redwood - Purging Cases - Case ManagementHi All Is there a process availalble which will purge Cases in Case Management? Thanks in advance for your help. Thanks Martina