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… -
Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
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HelpDesk is not sending emails to external email addressesSummary: We’ve observed an issue with the Help Desk functionality in Oracle Fusion. When the Help Desk receives a request from an external email address, a ticket is suc…
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1Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
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Case Sensitivities not appearing on CasesSummary: We have enabled the Case Sensitivities but we are unable to see the values on the Cases screen. Is there any other configuration needed to do the same? Content …
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Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
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How to change names in helpdeskHi, We are facing an issue where all names displaying in helpdesk (contacts, assigned to, and team members) are pulling in the user's full legal name. We would like to c…
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Category Name attribute is not showing in Next Gen HR Help deskWhile defining assignments rule in Next Gen HR help desk in service request queue area i am able to see Category Name as LOV in Attribute but while was trying to define …
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Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…
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How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…
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Escalate to Case - limited to number of fields displaying in UISummary: When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice f…
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Dynamic skill issue: Login as the employee we don't see any skills in the dropdown.Summary: Hi Team, We have configured the Dynamic skills as per the document. But when we login as the employee we don't see any skills in the dropdown. When I click and …
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Incorrect Primary Contact Phone Number Display in Next Gen HR Help Desk (Redwood)Summary: We are experiencing an issue in our Oracle Fusion HCM's Next Gen HR Help Desk (Redwood) where the Primary Contact Phone number is displaying incorrectly on the …
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Create Service Request option is not loading in RedwoodHi Experts, We have enabled Redwood for Help Desk. But when we go to HR Service Requests and then select Create Service Request button, the screen opens in UX and not in… -
Redwood - HR Helpdesk - Queue Access when resource is removed from the QueueSummary: Hi All I have encountered a small issue. An agent is removed from a queue ie Learning and Developement and they can still see the requests assigned to the queue…
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HR Help Desk Actions and Action PlansSummary: We are exploring how we might use actions and action plans in HR Help Desk to greater effect, and would love to connect with other Oracle customers already usin…
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Is it possible to remove filters from the list?Summary: There are a number of filters that we aren't using in the Open Help Desk Requests page. Can we remove these anywhere? Content (please ensure you mask any confid…
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Stop emails from generating new requestsHi all, is it possible to prevent HRHD from creating new requests when an inbound email is received? We still want inbound emails to be linked to existing requests. Than…
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Debugging groovy scriptsHello , When we used classic UI, we had option to debug groovy scripts via runtime messages. However I wasn't successful in getting the logs in runtime messages after mo… -
Adding signature to acknowledgement emailSummary: Hi team, my client is debating whether to utilise the OOTB acknowledgement emails that Oracle deliver or performing this through a workflow. The only advantage …
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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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HR Agents unable to open requests assigned to other HR agentsSummary: Hi there, in the Redwood HR Help Desk I am finding that HR Agents only have permissions to access their own requests. When I try and click on another request as…
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Amend HR Help Desk panelSummary: I am trying to amend the panel in VB so that the Creation Date, Closed Dated, Last Updated items are visible in the HR Help Desk Content (please ensure you mask…
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Inbound email from an unknown senderIn HR Helpdesk, if we set the profile option for unregistered email address to NO, can we setup an acknowledgement email saying that the HR Helpdesk request was not crea…
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Sharing Knowledge Article Email Link not WorkingSummary: Trying to share a suggested Knowledge Article to the Primary Contact of a Help Desk ticket but the link to the article is not working. Content (please ensure yo…
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Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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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… -
Context Sensitive Fields in HRHDWe need to enable context sensitive fields as per the category in HR Helpdesk. For example, if the category is Performance, we need three fields to show up whereas if th…
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I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…