Category 691
Discussion List
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Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details … -
How can HD Agents create an SR for non employeesSummary: Client needs an option to create Help Desk SR's for non employees. Client will receive calls form community or parents of students, these would be all non emplo… -
Unable to delete Attribute when creating Action Plan ActionSummary: Unable to delete Attribute when creating Action Plan Action Content (please ensure you mask any confidential information): When I create an Action in Manage Act…
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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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Milestone by category - calendar not appearingSummary: I have an availability calendar configured but we are only seeing numbers in the calendar. Please see screenshot attached. Content (please ensure you mask any c…
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Is there a way to automatically trigger a Action Plan based on the case type selected?Summary: Is there a way to automatically trigger a Action Plan based on the case type selected? Content (please ensure you mask any confidential information): Is there a…
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Is there a way to create a Date field with a start and end date in Application Composer?Summary: Is there a way to create a Date field with a start and end date in Application Composer? Content (please ensure you mask any confidential information): I want t…
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Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i…
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Full list of values not showing in custom fieldSummary: My client has created a subcategory custom field in HR HelpDesk, this is to keep the list that shows to the employee succinct and when it's triaged by the agent…
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how to transfer tickets in bulk if an agent is on leaveSummary: Hello Experts, We have a requirement to bulk transfer tickets when an agent is on leave. i know we can do one by one but our requirement is to do in bulk Does H…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
Table for Manage Service Assignment RuleSummary: Do anyone know what is the table to store the condition for internal service request assignment rule? Content (please ensure you mask any confidential informati…
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Default Response Channel - HRHDWe are trying to remove the None response channels when replying in HRHD. Currently, the agent can select None/Email/Web and update the service request. Is there any way…
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…
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How I can disable the knowlegement article recomendations on Service RedwoodSummary: We need to disable the recomendation Knowlegement on Service application Redwood Content (please ensure you mask any confidential information): Version (include…
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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… -
Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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Customize the category LOV API call made in HR Helpdesk 'My Help' page - Redwood HR HelpdeskSummary: Hi Experts We have made a change in Redwood HR Helpdesk manage categories page and added an additional field. We now need to customize the category LOV API call…
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HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
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Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
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How do you translate a knowledge article?Summary: I am unable to translate knowledge articles and unsure why. I see it is possible on Oracle Help Center but, I do not have the "Translate" dropdown under actions…
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any …
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Unable to add user to the support portal.Currently we are facing an issue in adding users to Oracle support portal. Is there any detailed description on how to add a user to the support account. I am being adde…
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Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k… -
HR Helpdesk Agents cannot see the all the tickets assigned to their queue other team membersSummary: Hello Experts, We have done the configuration of HR Helpdesk Nextgen (23A) where HR Queue is mapped to Resource Team and there are many resources in the Team. A…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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How to hide the 'Do you still need help?' region below knowledge articlesSummary: We would like to hide the 'Do you still need help?' region that is displayed below knowledge articles which are access by the employee using My Help. We have lo…