User Experience
Discussion List
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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… -
Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients… -
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… -
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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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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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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How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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Employees with HR Helpdesk Nextgen user roles can not see the Resolution Description on Resolved ReqSummary: Hello Experts, We are using HR Helpdesk Nextgen We have got an issue where Employees (HR Helpdesk Nextgen user) can not find the Resolution description on their…
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JDE to Fusion Data MappingSummary: We are implementing Fusion and converting JDE data to be imported into Fusion. Do we have any Mapping document that could be used. Content (required): AT presen…
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Is it possible to enable users to give feedback ?Summary: Is it possible to enable users to give feedback on the service performed by the HR Help Desk Team on a specific Request (SR)? Thanks Gianfranco Content (require…
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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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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
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Include SR details in Resource Added NotificationSummary: How can we add basic details such as SR subject or SR number to our notification? I was unable to find the above fields in this object, and have not been able t…
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HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
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Missing Primary Point of Contact and Assigned To when Ticket Has been assignedSummary: The "Primary Point of Contact" and "Assigned To" fields are showing as blank on the main agent UI after a ticket has been assigned or moved into a different sta…
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How can we do the changes on HelpDesk Landing Page UI?Summary: How can we do the changes on HelpDesk Landing Page UI? Content (required): We are trying to do changes on the HelpDesk Landing Page like Adding Creation Date an… -
ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the ButtonSummary: ERP Cloud Fusion Login Page > Company Single Sign-On Button > Ability to Customize the Button Content (required): Hello, Is there a way to customize the Company…
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Can you permanently remove infolets?Summary: Content (required): Client would like to know if there is a way to permanently remove infolets for managers or admin. Basically they wanted to control the infol…
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We are looking for any possibility where we can generate Deeplinks / External URL for a custom pageSummary: We are looking for any possibility where we can generate Deep links / External URL for a custom page which we have created. We want to use that link in one of t… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed …
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Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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how search behavior worksSummary: the search behavior works only by entering the first or last name , but it does not work by entering the full first and last name of the person to be searched f…
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How to prevent duplicates from appearing in the knowledge attachment search?Summary: In the creation of my knowledge I have attached the same file several times in different articles; when I search for that attachment from My Help, it appears se…
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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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Dictionary Feature for Searching Knowledge ArticlesSummary: Translation Feature for Searching Knowledge Articles Content (required): Client would like to fix the possible misspelling issues in the future when searching f…
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Components in Visual Builder HR Help DesK are lockedSummary: The Components section when I open the visual builder from help desk pages is locked and I'm unable to perform changes. Content (required): Need to perform the …
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Can we Create a Saved Search in Redwood?Summary: Create a custom saved search Content (required): Is there a way to create a custom saved search in redwood without just editing the defaults? Example is I want …
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Loading users and Workers using HCM data loadSummary: Hi If any one is aware how to load large volume of users/workers through excel file (possibly HCM file load?), please share steps and navigations. thank you ! C…