Redwood
Discussion List
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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… -
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
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First Response Metric and Resolution Metric details are not populating in SRAfter Running the Milestone Service Request process we aren't able to view the both Milestone Metric details in the SR.
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2 Global Default CoverageSummary: We would like to know if it is ok to use 2 Default Coverage at Global Content (please ensure you mask any confidential information): Client would like to do a s…
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl… -
Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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Can we automate resource setup & adding them to queues?We have a requirement to setup employees as a resource automatically whenever someone is hired or moved into a particular position or department. Subsequently they need …
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Have anyone able to configured the 24C Feature for Customize Copy.Summary: Have anyone able to Configure the 24C feature for Customize Copy . i am unable to follow the steps mentioned in the update for creating action chain. after addi… -
Will notifications be available via SMS for Help Desk notifications?Summary: Currently, you can build custom notifications through HR Help Desk that can be sent via email or through bell notification. Is there anything on the roadmap whe… -
How to Setup an ISR approval process flowSummary: Hi, Can anyone please advise how to setup an ISR Approval process flow. Is it possible that OOTB Approval Groups can be accessed from ISR? Any idea will be help… -
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 does agent availability work in Next Gen Helpdesk?Summary: I've noticed that agent availability appears to be inconsistent. Sometimes agents are shown as available when they log in, and other times they appear as unavai…
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Oracle HCM Implementation Gap analysisSummary: Our organization is nearing completion of a two-phase Oracle Cloud HCM implementation encompassing Core HR, Talent, Performance, Succession, FAW, Compensation, … -
Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Adaptive Search availability on GovCloud PodsSummary: Is the adaptive search feature available on GovCloud pods at this point? If they still are unable to, with the push for customers to move to Redwood/Next Gen, i…
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How to restrict certain file formats from being uploaded in a journeys taskSummary: I wanted to restrict certain file formats and only allow file formats of pictures to be uploaded (JPG, PNG) in a journeys task. Is that possible? Content (pleas…
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Can we stop employees from adding attachments to resolved or closed help desk requests?Summary: We need to prevent users from adding attachments to resolved or closed requests. Since adding an attachment doesn't update the "last updated" timestamp or even …
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If Adhoc holiday is added in HR Help Desk, the milestone timeline for existing open SRs not updatedSummary: If Adhoc holiday is added in HR Help Desk, the milestone timeline for existing open SRs are not getting updated. We added Adhoc_holiday for 4th July. After addi…
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We are on Classic HR Helpdesk but few of our Setup pages are being rendered in Redwood?Summary: We have Classic HR Helpdesk implemented and we are experiencing issues with some of the Setup pages now trying to render in Redwood. Content (please ensure you …
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How can I display a lookup meaning instead of the lookup code?Summary: I have created a new field template on the Severity field so that employees cannot update the Severity when creating or editing an SR, but it now shows the Look…
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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any… -
What determines the last 4 digits of a created Service Request Number?Summary: When the system creates HR Help Desk Service Request Numbers, I understand it utilizes the SVC_PUID_PREFIX value as a prefix to the SR and the SVC_PUID_FORMAT f…
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Feedback process in Helpdesk requestPlease let us know if there is any feedback process present in HR Helpdesk . Once a helpdesk request is closed is there any feedback process present in HR helpdesk throu…
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Attribute's display label not fully visibleWe have a custom attribute that was created within application composer. The display label contains text of approximately 105 characters. However when the help desk page…
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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the…
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Possibility of label name changes on Next Gen Employee SR Creation PageSummary: Hi, Customer has a requirement to change the labels on Redwood SR Creation Page. For ex. Subject on SR Creation Page should be should be changed to 'Briefly, wh…SrikarVishnubhotla 1 view 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Default Coverage QuestionSummary: What are the values shown in the Default Level Value in Default Coverage? Is it possible to use other values like Grade or Location? Content (please ensure you …Pernel Dela Pena 61 views 6 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk