Employee View
Discussion List
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PATCH Operation through Groovy script to update the Queue id of an SRSummary: Hello Everyone, For our scenario, We are getting the Queue id from an external system through API. In the Before Insert trigger we are receiving the Queue id an… -
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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How works "Browse popular article" section in My Help Redwood?Summary: From the page My help we have the section "Browse popular article" that show always the same articles even if the most searched are different from the ones that…
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Can you specify what file types a user can upload to a Service Request in HR Help Desk?Summary: I know in other modules you can limit what document types can be supported when uploading miscellaneous attachments, but can't see any profile options to contro…
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Can DFF be added on help desk?Summary: Problem Description: I have a requirement to add DFF/EFF in Help Desk screen, is this feasible? or any other ways where a custom field could be added ? Navigati…Kevin Wong Sing Ting 1 view 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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How to change the author name for knowledge articles?Summary: Could someone provide guidance on whether it is possible to change the author name for knowledge articles? -
Restrict Employees from selecting severity when creating new helpdesk requestHi All, We have a client requirement to hide the Severity field when an Employee is creating a new helpdesk request so that they are unable to select any value. Once the…
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Enable Ask Oracle in Employee Helpdesk PageSummary: Hi Experts, Has anyone tried enabling Ask Oracle in Employee Helpdesk landing pages. Instead of existing search feature in helpdesk application, we are looking … -
Enable tag for employee in Help DeskSummary: Client wants to enable the Tag field for employee while creating the SR. The Tags field is available for agent. Is it possible? Content (please ensure you mask …
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Highlights - Customer Connect Live EventsSummary: I'd like to confirm if I'm set up to receive emails with subject line Highlights-Customer Connect Live Events. Can someone confirm how I can receive the "highli…
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We made the category Inactive but they still appear on the Category LOV. How do we resolve thisSummary: We made the category Inactive but they still appear on the Category LOV. How do we resolve this Content (please ensure you mask any confidential information): W…Ananta Prasad Ray 11 views 4 comments 0 points Most recent by Amit Agrahari - A Meet-Oracle Help Desk
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Close Request Description not mandatoryHi all, does anyone know if it's possible to make the 'Close Request Description' mandatory for employees? Version (include the version you are using, if applicable): 25A
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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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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…
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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How to make all data/value visible in "Solution Description" field if read-only viewHi, Is anyone know how to make all value of "Solution Description" field visible in as this is only a single text field. Currently the data displayed is not complete. Up…
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How to configure default Columns displayed in HR helpdesk landing pageHow to configure default Columns applied and displayed to all users in HR helpdesk landing page (List of SR page)? Overview: We have added some columns in the HR Helpdes…