Redwood
Discussion List
-
Redwood: Embedding files into articles or creating link to an article attachmentSummary: Hi, Would it be possible to add an embedded file (as PDF or PPTX …) within the content of an Article in Knowledge Base or to create inside the article a direct … -
Object Workflows not sending emailsSummary: We have created an object workflow, that triggers on creation without any condition, to send an email notification. Email notification is not received. We can s… -
Cannot see all the internal categories in Redwood Help deskwe have defined lot of internal categories for help desk. However, for some reason we can only see internal categories till letter "C", PFA screen print which only displ…
-
Updated comments are not saved in edit Goal-Redwood pagesSummary: Manager clicks on ‘Edit Info’ on the goal approval and edits the goal, the updated comments are not saved in Redwood pages How can we analyzeg the above issue? …
-
While doing a Transfer, the 'Assign To' field is not showing full list of Agents of the queue.Summary: We have noticed that the list of agents is only showing around 25 records. We need to understand if this is expected behavior or a bug. Additionally, we would l…Abhishek Raj 18 12 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk -
How to transfer the cloud customer connect account from one business/company email ID to anotherSummary: Hello Oracle Experts! I am currently having a cloud customer connect account registered with my current company Email ID, if suppose I am moving out of this com…
-
Primary point of contact returning pending workersSummary: We recently enabled the Redwood NextGen helpdesk. When we search for an Employee name in the primary point of contact field, their pending worker records are di…
-
Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
-
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…
-
NextGen HR Helpdesk: Multiple Schedule for a Queue and Milestone calculationSummary: Hi All, I am looking for a suggestion on implementing multiple schedules for a Queue. We have multiple queues like Payroll, Planning etc. different queues have …
-
Rearrange order of CategoriesClient would like to have a category at the top since it is is the most used category. Is it possible to rearrange the order of categories?Pernel Dela Pena 21 views 3 comments 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
-
Disabling suggested knowledge in Redwood HelpdeskSummary: We would like to disable suggested knowledge articles when viewing the details page of a submitted HR Help Desk request in redwood. We have found that more ofte…
-
How to hide availability icon?On the helpdesk list page, I see an icon which I would like to disable. Is there a way to hide this please? I believe this is for showing availability (not exactly sure)…
-
Redwood Profile Option HR Help Desk CategoriesWhat is the profile option to disable HR Helpdesk Categories? We're not using Redwood Helpdesk yet and are finding several issues with this Redwood view and would like t…
-
Next Gen Employee able to edit Primary contact and select any employee for requestSummary: Next Gen Employee able to edit Primary contact and select any employee - should only be able to select direct reports I have added only Next Gen Human user help… -
What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that…
-
What is the system logic behind the ordering of SRs?Summary: What is the system logic behind the ordering of SRs? Filters are not to considered.
-
Unable to hide Add contacts and Add team while creating CaseHi Team, We have a requirement to hide add contacts and add team members while creating case on redwood UI. From VBS there is no option to hide these 2 sections can you …
-
Redwood HR Help Desk : how can we make Fields Read Only on My Help > Edit SR PageSummary: Hello Experts, We hope this message finds you well. We are looking to make the fields "Severity," "Status," "Critical," and "Category" read-only on the My Help …
-
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
-
Does the time counting of the help desk request closure process is based on the service calendar?Summary: If a SR is move in Resolved status at the end of the working hour of the working week, the SVC_HRHD_IN_RESOLVED_DAYS is set 1 day and Auto-Close HR Help Desk Se…
-
HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
-
Automatically update severity when status changed from Resolved in Redwood HelpdeskSummary: In Classic helpdesk we had groovyscript in place that would automatically update the severity of a case when the status was changed from Resolved to another ope…
-
'Can't add message' error when adding attachment to internal note - Redwood HelpdeskSummary: We have made some Data Security Policy amendments to a custom agent role relating to attachments so that agents cannot see internal attachments on HDRs that the… -
Omnichannel routing and bell notification errorSummary: I've created notification triggers and set my notification preferences utilizing the Assigned example groovy scripts provided by Oracle in the Help Desk Impleme…
-
Redwood UI: Is it possible to edit or add deep links to the employee spotlight page?Summary: In the new Employee Spotlight page, we would like to remove /edit the deep links that are located on the left hand side under the employee data: Journeys, Touch… -
Require assistance for Enabeling the Adaptive Search for Next Gen HelpdeskSummary: We are enableing the Adaptive Search (Elastic Search ) for Redwood help desk by following below steps. However Job is keep on failing with [ 404 Not Found ] {"e…
-
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
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…
-
Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the …