Category 757
Discussion List
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Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S… -
How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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How can I gain access to the screening services if I am also a supervisor in Oracle?Summary: How can I gain access to the screening services if I am also a supervisor in Oracle? My team handles screening so I need access as well Content (required): Vers…
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Action plans limited by SR CategorySummary: Is there a way to limit the list of action plans displayed based on the category selected on the SR? I know we can create action plan categories, but they dont …
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Redwood HR Helpdesk 23C - Queue Security - Quick QuestionSummary: Hi All, I have a quick question about queues and agents. If an Agent is not a member of a queue, they create a request and assign it to that queue. Should they …
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena… -
Redwood - HR Helpdesk - Paused MilestonesSummary: Is it possible to restart a HR Helpdesk milestones when an employee updates the request? Currently the milestone is paused when the status of the request is at …
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Redwood - HR Helpdesk23C - Reply to emailsSummary: Hi Experts. Thankyou for your time. I need some guidance regarding Redwood HR helpdesk. The customer has a requirement for the employee to be able to reply to e…
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I cannot create categories in HR Help DeskError message appears that does not allow progress in the creation of categories
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Trigger to obtain the contact's phone extension fieldIt is required to create an "extension" field that is related to the contact's work phone number in HR Help Desk, so it was created in App Composer in the HR Help Desk o…
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Can Knowledge Locale naming be changed?Summary: Changing of Knowledge Locale names Content (required): Customer would like to use Knowledge Locale, however they do not agree on how they are named. They would …
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Include SR details in Resource Added NotificationSummary: How can we add basic details such as SR subject or SR number to our notification? I was unable to find the above fields in this object, and have not been able t…
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Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next Gen?Summary: I have a question about the analyses/reports in the HR Dashboard. Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next… -
Redwood HR Help Desk - Create notification - Subject lineSummary: Hi Experts, I need some advice regarding the notification which is sent to the employees when a request is created. I have created an object trigger against the…
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Redwood - HR HelpDesk Resource Manager, Resource Teams, Resource Hierarchy, Resource OrganisationSummary: Hi All, Is there any documentation on Resource Organisations, Resource Hierarchy, Resource Manager and Resource Teams. I am unable to find sufficient informatio…
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Redwood -HR Helpdesk - Prevent an External Contact from creating a requestSummary: Hi Is it possible to prevent external contacts from creating a request when they email the mailbox where requests are created from. Content (required): For exam…
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Redwood - HR Helpdesk23C - Knowledge CategoriesSummary: Hi Where can I find any documentation on setting knowledge article categories? Thanks Martina Content (required): Version (include the version you are using, if…
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Redwood - HR Helpdesk - Email Profile OptionSummary: Hi I need to draw on your expertise. We are currently on version 23C of Redwood HR Helpdesk of a new implementation. The profile option SVC_OUTBOUND_EMAIL_FROM …
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Can we remove the Create Article button without removing other user permissions?Summary: Can we remove the Create Article button without removing other user permissions? Content (required): Hello, our client wants to allow some users to manage the a…