Redwood
Discussion List
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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… -
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 25 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 16 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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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…
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25A upgrade impact on tech componentsIs there any documentation which can tell impact of 25A on Tech Components Content (please ensure you mask any confidential information): The 25A release notes cover mai…
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Can we rename "Milestone" field in Hr Helpdesk?Summary: Is it feasible to rename "Milestone" field in Redwood Hr Helpdesk? Tried to do it using VBS but couldnt see any such option there hence requesting any help rega…
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Can we rename "Contact" field in Redwood Hr HelpdeskSummary: Is it feasible to rename the "Contact" field in Redwood Hr Helpdesk? Tried to do it using Visual builder tool but couldnt do it. Any suggestion here would be hi…Tarun_chaudhary 15 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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"Assigned To" field in Redwood Helpdesk as "Primary Point of contact"Summary: Is it feasible to have the Assigned To field same as Primary point of contact where we can see additional details of the assigned to person
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Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir…
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How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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Bug fix 36817407 cannot be foundSummary: Bug fix 36817407 cannot be found. Content (please ensure you mask any confidential information): Hi all, In Doc ID 3034557.1 a solution was provided for issue F…
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Assigned to field not populating on landing pagesAssigned to field is not populating any names on landing pages. Assigned To does show on the Details page and the Edit page but it is not pulling over to the Agents Assi…
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Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …