Category 691
Discussion List
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Notification is sent to employee only after SR ticket is assigned to AgentHello team, We are getting an issue where an User initiates a SR and doesnt get any notification is assigned, which is already configured. When an agent is assigned the … -
HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…Evelyn Orozco-Oracle 6 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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Max timeout for REST APIs in Oracle fusionSummary: We are planning to use MuleSoft as our IPaaS solution. Need to find out if there is any Max Timeout setting limit in Oracle Fusion SaaS REST API. Please let me …StephenGeorge_Ascend 3 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Classic HR Help Desk Migration ResourcesHR Help Desk in the Redwood Experience provides a modern user interface and makes the employee experience consistent with the HCM Redwood experience. It also provides ma… -
Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
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Knowledge Article Recommendations in HR Help DeskSummary: Hello Experts, I hope you're doing well. I’ve observed that Knowledge Articles are being recommended in Help Desk Requests in what appears to be a random order …
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Action Plan Templates - Actions to be triggered based on custom fieldsSummary: Action Plan Templates - Actions to be triggered based on custom fields Content (please ensure you mask any confidential information): We have a requirement to c… -
Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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How to change the author name for knowledge articles?Summary: Could someone provide guidance on whether it is possible to change the author name for knowledge articles? -
Anonymous comments or complaints in HCMSummary: We have a request to have a space so that employees can post requests, comments or complaints anonymously. We were exploring the option through HR Help Desk but…
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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SR Data migration to Red wood next genSummary: Existing SRs in classic Helpdesk to be migrated to Redwood next gen Content (please ensure you mask any confidential information): We are planning to migrate fr…
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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Default value not displayed in Create Request pageI have a custom field created that was created in application composer with a default fixed value. This field contains a custom instruction text and is not displayed whe…
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I want to create validation or trigger in procurement area such as in Purchase Order or SQM moduleSummary: I want to create validation or trigger to showing up error message using groovy script in procurement area such as in Purchase Order or SQM module. When i tried…
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"… -
Case Management - Email Conversation SignaturesSummary: Hello Community, A couple of questions around functionality available for Case Management when it comes to Conversations through an email channel. Per our clien…
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
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Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…