Category 691
Discussion List
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Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue … -
Grievance helpdesk request be assigned to employee's supervisorRequirement: Upon the submission of a grievance help desk request, the system should automatically assign it to the employee's immediate supervisor. This assignment shou… -
Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario.
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Milestones are not reflecting on Service Request page- Redwood HR HelpdeskSummary: Milestones are not reflecting on Service Request page for Redwood HR Help Desk . We have configured following, 1.Manage Service Milestone Configuration for HR H…
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Add line manager to CaseSummary: Is there a way to add Line Manager of the Person who has raised a case or his/her service request has been converted into a Case Content (please ensure you mask…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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public smartext is visible in EDIT help desk SR page but not create SR pageI created a public smarttext in the Manage Smart text folder and published it for Help desk stripe. It appears in the EDIT SR page detailed description but not in proble…
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How to disable the SLA so it doesn't count on weekendsSummary: How to disable the SLA so it doesn't count on weekends Content (please ensure you mask any confidential information): Version (include the version you are using…Fernanda Santos de Andrade Fernanda 11 views 3 comments 0 points Most recent by Nizam AB Mogal Help Desk
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what license or module is required for internal requests?Summary:what license or module is required for internal requests? say we want to have internal request which can trigger a work order...can this be possible? employee wi…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Hide middle name in Next Gen HelpDeskSummary: Hide middle name in Next Gen HelpDesk Content (please ensure you mask any confidential information): The middle name is visible for primary contacts and agents.… -
How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
Implementing Help Desk, do we enable the Service Offering?Summary: We are currently implementing Help Desk and some of the configuration must be done under the Service Offering, we are not licensed for Service, can I go ahead a… -
Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…
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Contacts are not able to see the requestSummary: Contacts are not able to see the request Content (please ensure you mask any confidential information): When we added the Contact in a request, we expected that…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Load FAQ questions using REST APIHi, Is there any REST API available to load questions in HCM FAQ? Did some research and I found this but it's not working: Thank you Regards, Kay
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Unable to fetch the customization for HR HelpdeskWe are unable to fetch the customization for HR Helpdesk using HCM Redwood Personalization Helper Tool. Please let us know how we can fetch the customization for HR Help…Pritam_hait_2 11 views 1 comment 0 points Most recent by Rajvi -Oracle HCM Redwood Personalization Helper Tool -
Case Management web channel conversationSummary: In Case Management, when we do the Create Conversation smart action and select Web as the channel it only allows me to select resources/ those with the case man…
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Need to rename Primary Contact field to Employee Contact on redwood pageSummary: Need to rename Primary Contact field to Employee Contact on redwood page Content (please ensure you mask any confidential information): Version (include the ver…
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Conditionally display custom fields based on categoryHello, I want to conditionally display few custom fields based on the category while creating a SR in Redwood Helpdesk page. For e.g. when a user selects 'Absence Issue'… -
lookup code show is the id codeSummary: in configuration and maintenance in the task of managing common queries, when searching a list of a query in the search code it is showing in ID and not the cod…Yudy Vanessa Sandoval Arango 11 views 3 comments 0 points Most recent by Yudy Vanessa Sandoval Arango Help Desk
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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HR Helpdesk attachmentSummary: We have a requirement to migrate the service request from HR Helpdesk into casework cases. Is there a way to migrate the SR attachments to case documents? Conte… -
Remove Author name in Helpdesk .Summary: Hi Team, Is it possible to remove/hide Author Name functionality in Help Desk. 1) Is that Possible to Hide/Remove below red color marked one.? 2) Is that Possib…
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mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERPSummary: We need to perform a mass update of the Taxpayer Identification Number (TIN) for customers in Oracle ERP, as per the requirement. We attempted to accomplish thi…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…