Configuration
Discussion List
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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… -
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… -
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…
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Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
Why don't I get the changes to display the employee's full name in Spanish on the main screen?Summary: Changes were made so that the format of the name appears complete, NAME, PATERNAL LAST NAME and MATERNAL LAST NAME, but these changes are only reflected in Engl…
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Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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23C update: ENRICHED CANDIDATE TOP RECOMMENDATIONS WITH MATCHING CRITERIASummary:23C update: ENRICHED CANDIDATE TOP RECOMMENDATIONS WITH MATCHING CRITERIA Content (required): the filter of date is not working ,require assistance on the same. …
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hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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How can I gain access to the screening services if I am also a supervisor in Oracle?Summary: How can I gain access to the screening services if I am also a supervisor in Oracle? My team handles screening so I need access as well Content (required): Vers…
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Action plans limited by SR CategorySummary: Is there a way to limit the list of action plans displayed based on the category selected on the SR? I know we can create action plan categories, but they dont …
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Redwood HR Helpdesk 23C - Queue Security - Quick QuestionSummary: Hi All, I have a quick question about queues and agents. If an Agent is not a member of a queue, they create a request and assign it to that queue. Should they …
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena…
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Redwood - HR Helpdesk - Paused MilestonesSummary: Is it possible to restart a HR Helpdesk milestones when an employee updates the request? Currently the milestone is paused when the status of the request is at …
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Changes in HCM patch 23CSummary: HCM -Core HR and compensation Content (required): changes with patch upgrade 23C Version (include the version you are using, if applicable): Code Snippet (add a…
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Redwood - HR Helpdesk23C - Reply to emailsSummary: Hi Experts. Thankyou for your time. I need some guidance regarding Redwood HR helpdesk. The customer has a requirement for the employee to be able to reply to e…
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I cannot create categories in HR Help DeskError message appears that does not allow progress in the creation of categories