Configuration
Discussion List
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Show BU/Company Name of Employee IssueSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia… -
How to manually modify the effective end date of a party usage without Customer Data Management?Summary: I'm not able to identify resources from Resource Directory because the EFFECTIVE_END_DATE is prior to the today year/date, so I need to update this value withou…
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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. …
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How to Link Token in Manage MessagesSummary: Creating custom token in Manage Messages task, need to link it to value Content (required): I am using Manage Messages to edit the SVC_EMAIL_ACK templates for H… -
Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
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Where can I find how to add the 'group by' feature within HR Help Desk?Summary: I'd like to add in the 'Group by' feature dropdown within HR Help Desk but cannot find any guidance on how this is done. Can anyone point me in the right direct…
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HDL uses pipe delimiter within stringSummary: We have a position HDL which includes a data item that contains a pipe delimiter in the string, e.g. METADATA|Product Manager | Product Management|01-01-2002|31… -
Groovy and Notification ExamplesSummary: Can anyone share their trigger and groovy script for common notifications for HR Help Desk? I have been able to create a few around changed attributes, like whe…
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what is the table name to find the Current Plan Term period of the Absence PlanSummary: Hi, I'd like to know the table name for locating the current term of the absence plan. The table where you can identify the start month of the plan is ANC_ABSEN…
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HR Helpdesk Agent cannot see created queuesSummary: Content (required): Implementing HR HelpDesk 23B Redwood for a client and I am having issues being able to see the queues created through HR Queues by an employ…
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How do I set a prefix for SRs in NextGen HR Help Desk?Summary: We need to set a prefix value for SRs in NextGen HR Help Desk but it doesn't seem like there is a prefix profile option specifically for NextGen HRHD. What I me… -
Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use…
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Automatic assignment of HR Help Desk requestWhen submitting a request in HR Help Desk When you save, the request is sent and automatically assigned to the corresponding queue. The problem that arises is that it is…
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New page in help deskSummary: After the 23D patch upgrade for helpdesk - I have seen a new task coming up in the help desk Module which is cases after the queue task. Can some one help me to…
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol…
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Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Is there a way to use categories and queues for both HR Help Desk and Case Management?Summary: We are implementing both the Redwood HR Help Desk and Redwood Case Management. The requirement was set that both applications are using the same queues and cate…
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Automatically change the Assignee when I modify the queue?Summary: Is there the possibility to automatically assign a SR to a specific resource once the agent change the queue? HR HD Redwood Version (include the version you are…
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How can we tell who is manually assigning Help Desk Requests?Summary: Within our HR Help Desk, some Resources are being manually assigned requests that are not within their area of expertise, so we are trying to pinpoint who might…
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How can I disable the pop-up notifications when there is a new Service Request assigned to agents?Summary: When a new SR is assigned, it triggers a pop-up notification. The notification is unnecessary, and hen it pops up, it prevents them from writing responses and a… -
Blank Primary Point of Contact and Assigned Agent LOVsHi, I am configuring Oracle HR Help Desk and facing an issue with 2 fields (Primary Point of Contact and Assigned Agent). Both the fields are not showing any values in t… -
How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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Learning past due alert sends notification after completion statusSummary: We have created filters to catch any past due alerts, but a notification still goes out after the course has been completed. Content (required): Version (includ…
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How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Hi All, is anyone receiving a Warning message when creating new items?Summary: Our team is receiving the following warning message when creating new items in Oracle Cloud. "Warning. Ensure that item classes with modified attributes are red…