Category 691
Discussion List
-
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. … -
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,…
-
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…
-
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 …
-
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…
-
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…
-
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…
-
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…
-
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…
-
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 14 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
-
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…
-
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…
-
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 …
-
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 43 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…
-
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…
-
"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
-
One ticket is created when a mail box is in the To and CC fieldSummary: What is the expected behaviour when more than one shared mailbox (that is autoforwarded to Help Desk) is included in the email? And why has it only picked up th…
-
Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir…
-
can we restrict employment details of person for specific business unit and department with AOR?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
How to Show custom fields in HRHD Agent UISummary: There is requirement from our customer to show below fields in Agent UI, however we were able to show only business unit name (seeded field) in the agent UI usi…
-
-
Patch 25a: Since implementing this in a Test Environment, we have lost some functionality.Summary: It has been brought to my attention that when someone raises a Help Desk Request we have encountered an error. In our current live environment, we have no issue…
-
How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
-
Bug fix 36817407 cannot be foundSummary: Bug fix 36817407 cannot be found. Content (please ensure you mask any confidential information): Hi all, In Doc ID 3034557.1 a solution was provided for issue F…