Employee Service
Discussion List
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Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay… -
Helpdesk Service Request Acknowledge Email Short text & User details QuerySummary: Hi All, We have a requirement to change the Acknowledge email when an employee sends an email to inbound email address(which creates an SR). We want a message t…
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Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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Redwood: Helpdesk notification when a SR has been updatedWe need a notification to go to the Requestor when a ticket has been updated. We have been told that this isn't possible, yet. So, we are thinking about using BIP. Has a…
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Next Gen Helpdesk Email Configuration for Compose MessageSummary: Hi All, We have configured some groovy scripts to send an email notification whenever the SR is updated by Employee/Agent. However, currently our From email is …
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Feedback for HR Help DeskHello Team, I would like to know-similar to how knowledge articles have the feedback option, will it be possible to add the feedback option for a HR Help Desk request so…
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SR list not visible in employee help desk page for both old and new SR after 25D upgradeThe SR list not visible in employee help desk landing page for both old and new SR after 25D upgrade. The SR can be view from Agent page but employee cannot see their ow…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Can MS teams be used by employees for logging a HR request instead of Oracle chatbot?Summary: Employees should be able to use MS teams channel to log their HR requests. Current Oracle documentation talks only about conversations between agent and SME via…
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Can we Create an SR without applying forwarding rule through inbound messagesSummary: Can we Create an SR without applying forwarding rule through inbound messages and by registering an email other than Oracle Mail Content (please ensure you mask…
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Appeals Process handling in HR HelpdeskSummary: Appeals Process handling in HR Helpdesk Content (please ensure you mask any confidential information): Hi All, Greetings! This is about a requirement of definin… -
Post Closure Survey with Helpdesk ModuleSummary: Hi Experts, We have a requirement to have a post SR Closure survey. Is there functionality that will send a question/survey to the requestor on how they felt th…
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Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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Notifications Not Being Sent When Service Requests Are Created or Updated in Help DeskSummary: Users are not receiving notifications, when a Service Request is created and updated or when a Service Request is assigned to an agent. We have enabled browser …
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Restriction related to help deskSummary: Hi Team, We have a requirement from our client related to Help Desk. Please see the details below. If ticket related to grievances are raised by an employee , t…
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What's the recommended practice to HRHD SR assignment to HRBP based on countries or categoriesSummary: Hi, Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Pa… -
Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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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… -
How can I auto-populate the content of subject and problem description field in HR Helpdesk?Summary: There is a requirement to auto-populate the content of subject and problem description field while creating a service request in HR Helpdesk. Can someone please…
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Does Redwood HR Helpdesk have Approval Workflows?Summary: I have not seen any workflow mentioned in documents. Our client seems like they wanted to have something like after the agents states a resolution, they want to…
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Massachusetts job applicationSummary: Content (please ensure you mask any confidential information): Employers should ensure immediately that any Massachusetts job application (in any format) contai… -
Access for non workersSummary: Hello, Can non workers have access to Helpdesk? Pensioners/Retirees should be able to access the Helpdesk to create their own request or/and to access Knowledge…