Redwood
Discussion List
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Enable tag for employee in Help DeskSummary: Client wants to enable the Tag field for employee while creating the SR. The Tags field is available for agent. Is it possible? Content (please ensure you mask … -
Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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Is it possible to add milestones to Case Managment?Summary: For new client I am researching the functionality for a new client who wants the ability to set-up a priority and necessary escalations based on SLA's by specif… -
How can I costumize the layout in redwood pages?Summary: Hello, I would like to be able to change some layout features in the Redwood pages. Color of links. By Default they are blue, I would like to be able to change …
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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… -
Enable Critical flag for employeeSummary: Hi All, Business need to enable the critical flag for employee, so that employee can enable critical when required and agent can see this and edit if required. …
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Custom Fields on Create Case page to have List of Values rather than free textSummary: We are having custom fields for Create Case page, but all of them are text fields. We want to have some of the fields to have a list of values that the user can…
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how to trigger automatic email notification for send email in actions for candidate in oracle fusionSummary Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets th… -
Next Gen - Email Notification to External requestor, upon Service Request CreationSummary: Hi community, We have requirements for our client to have email notifications trigger once a service request has been created. I've achieved this through an Obj…
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Dynamic skill is not generating any Skills from Grow pageSummary: Hi Team, We have setup the Dynamic skills by following the Dynamic skills implementation guide and when an employee tries add skills from Grow page, they are no…Senthil Murugan Balasubramanian 1 view 0 comments 0 points Started by Senthil Murugan Balasubramanian Dynamic Skills -
HR Help Desk - Service manager unable to access to all the ticket and queuesSummary: HR Help Desk - Service manager unable to access to all the ticket and queues Content (please ensure you mask any confidential information): My customer would li… -
Not able to change lot number field in manage lots UI in redwood using VBSSummary: Trying to change field label from lot number to stock number using VBS Content (please ensure you mask any confidential information): Version (include the versi…
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How to create custom Tabs/Pages in HR helpdesk redwood experienceSummary: We are migrating from Classic helpdesk to HR helpdesk redwood experience. Customer had created custom tabs in Classic helpdesk and same needs to be exposed in r…
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Association of multiple assets into a single Service Request – Internal Help Desk (Service CX)Hi Team, In the Internal Help Desk module, is it possible to associate multiple assets with the same SR (Service Request) in the "Add Asset (IB Asset Information)" stage…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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24A-Employee search has Action which is again linking to HCM links- How to hide or remove the linksSummary: In 24A-Under Next Gen Help Desk Module Quick Actions >Employee search has Action which is again linking to HCM links- How to hide or remove the links to HCM Mod…
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Receive error when updating a knowledge articleHi, I receive the below error when editing a live knowledge article (Actions > Edit > Make changes > Save) I know that this error code means the below but this knowledge…
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Does the "Autoprovision Roles for All Users" job delete manually assigned roles? (Service CX)Hi team, We want to better understand the behavior of the "Autoprovision Roles for All Users" job. When it runs, does this process affect roles that have been manually a…
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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Is there a way to copy the entire SR content and create a DOR of the same.It is a client's requirement to copy the entire SR content and create a DOR of the same, so that it is tagged to the employee.
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Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe… -
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… -
Employee is unable retrieve MY FAQs in HR HelpdeskEmployee is unable retrieve or view MY FAQs in HR Helpdesk. How to configure or check if the FAQs are setup correctly or not. Customer enabled Redwood pages to use Helpd…
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How to Convert Helpdesk ticket to Case?Summary: Could someone please assist me in converting a Helpdesk ticket to a Case? Kindly provide the necessary documents and outline the steps involved. I greatly appre… -
How to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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Object Workflow to Update Tickets Processed from EmailSummary: Object Workflow rule to update tickets processed from email based on detailed description/email body text. Content (please ensure you mask any confidential info…
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Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …Evelyn Orozco-Oracle 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk