Redwood
Discussion List
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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… -
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
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"Severity" and "Status" fields as read-only in Internal Help Desk CX (Visual Builder)In Visual Builder, I need to make the "Severity" and "Status" fields read-only on the employee editing screens for Internal Help Desk (Service CX). However, these fields…Evelyn Orozco-Oracle 12 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Primary Point of Contact: Address Country field shows incorrect data on helpdesk requests pageThe field is pulling the country of 'primary point of contact' from the first assignment record. For example, if Person X started in Egypt and is now in the UAE, the cou…
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Trigger milestone once assigned to agentSummary: Hi all, Is there a way to start a milestone from counting down once the service request has been assigned to an agent. The predefined resolution milestone attri…
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Redwood: Removing Object Types on Cases in Visual Builder StudioSummary: My customer has a requirement to remove the Service Requests and HR Help Desk Requests Object Types when creating a relationship on a case, so that only the Cas… -
Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
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Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
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Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
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Is there need of both Inbound and outbound data flows while doing CTI/IVR IntegrationSummary: Hi, Is there a need of both Inbound and outbound data flows(files) while doing CTI/IVR Integration with third party telephonic system (e.g. Cisco). e.g. Do we n…
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Can a SR created directly by phone call using the IVR/CTI integration ?Summary: Hi team, Is it possible to automatically create a SR by using the IVR & CTI integration with HelpDesk for the employee, without the interaction with agent. In t…