Category 691
Discussion List
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Automatic tagging of contract administrator role to new joineeSummary: We have done autoprovision for helpdesk role but HR has to tagged employee a contract administrator role. Then only employee will able to used helpdesk module. … -
"Create Request" button to be moved to the topSummary: We wanted to move the "Create Request" button to the top in HRHD redwood version in employee screen. It is possible to do this change Content (please ensure you…
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Redwood: Removing Object Types on Cases in Visual Builder StudioSummary: My customer has a requirement to remove the Service Requests and HR Help Desk Requests Object Types when creating a relationship on a case, so that only the Cas… -
How can I see Live agent availability for Live Chat in HR Help Desk?Summary: We need to be able to see the Live status of Agents that have set their presence / availability for Live Chat in the omnichannel global header For Live Chat it … -
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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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Trigger to capture Grade and Legal Employer in helpdesk pageSummary: We have a requirement to capture the Grade and legal employer name in the helpesk page and for the same we have created two fields ie Grade and Legal Employer b…
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Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
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Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
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Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
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Is there need of both Inbound and outbound data flows while doing CTI/IVR IntegrationSummary: Hi, Is there a need of both Inbound and outbound data flows(files) while doing CTI/IVR Integration with third party telephonic system (e.g. Cisco). e.g. Do we n…
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Can a SR created directly by phone call using the IVR/CTI integration ?Summary: Hi team, Is it possible to automatically create a SR by using the IVR & CTI integration with HelpDesk for the employee, without the interaction with agent. In t…
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Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.… -
25A upgrade impact on tech componentsIs there any documentation which can tell impact of 25A on Tech Components Content (please ensure you mask any confidential information): The 25A release notes cover mai…
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Can we rename "Milestone" field in Hr Helpdesk?Summary: Is it feasible to rename "Milestone" field in Redwood Hr Helpdesk? Tried to do it using VBS but couldnt see any such option there hence requesting any help rega…
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Can we rename "Contact" field in Redwood Hr HelpdeskSummary: Is it feasible to rename the "Contact" field in Redwood Hr Helpdesk? Tried to do it using Visual builder tool but couldnt do it. Any suggestion here would be hi…Tarun_chaudhary 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets"Summary: Business wanted to Rename the delivered dashboard name from "HR Help Desk Inflolets" to "HC Help Desk Inflolets". Please guide us how to change the title. Pleas…
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Resources (Non-Case Workers) are being added in an Organizations, Is there an impact?Hello, I have added resources to an organization where only case workers should be present. However, I have also added some agents who are not case workers, and they are…
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Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa…Suresh Subramaniyam 41 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk -
Seeded report in HR HelpDesk is not referring correct attribute in Filter criteria.Summary: Under /shared/Service/Embedded Content/HR HelpDesk Agent/_portal , there is a seeded Dashboard Average Time to Resolve My Closed SRs which is having single anal…
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Unable to change the button label from "Save" to "Submit" in employee UISummary: Unable to change the button label from "Save" to "Submit" in employee UI Content (please ensure you mask any confidential information): There is a requirement f…
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"Assigned To" field in Redwood Helpdesk as "Primary Point of contact"Summary: Is it feasible to have the Assigned To field same as Primary point of contact where we can see additional details of the assigned to person