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Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
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Help Desk
Discussion List
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
Schedule officer RoleSummary: We have created a schedule officer role to give access to the schedule officer in each department, The schedule officer should be able to upload leaves on behal… -
Duplicate SRs Created Via Email ChannelWe are currently having an issue when an employee sends an email to our help desk, but also includes other employees in the email as recipients. The problem arises if on…
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Action Plan Templates - Actions to be triggered based on custom fieldsSummary: Action Plan Templates - Actions to be triggered based on custom fields Content (please ensure you mask any confidential information): We have a requirement to c… -
Escalate Case Action no longer workingSummary: Escalate Case Action no longer working Content (please ensure you mask any confidential information): I previously created a Escalate to Case Smart Action but n…
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Unusual or irrelevant knowledge articles showing in Helpdesk requestSummary: Hi Team, Unusual or irrelevant knowledge articles showing in Helpdesk request when the Help Desk agent creates a Help Desk request. Especially when the subject …
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Migration from Classic helpdesk to redwood next genFor one of our customer, we are planning to migrate from Classic helpdesk to redwood next gen I got the attached PDF file from internet, just wanted to know whether ther…
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How to build smart nav PPOC field into Case ManagementSummary: Is there anyway I can build the Smart Nav Primary Point of Contact feature in into Case Management. It currently sits in the HR Help Desk form (see attachments)…
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Parameters to execute "Service Request Queue Assignment"Based on the configuration information for queue and resource assignment, it is recommended to schedule the job "Parameters to execute "Service Request Queue Assignment"… -
Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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Bulk upload for HR Help Desk Service Categories for Business UnitSummary: Hi Team, Is there any bulk upload utility available to load HR Help Desk Service Categories for Business Unit? We want to configure many Top-Level Category and …
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Fusion HCM, Notification page (bell icon) - Dismiss button logic from backendFusion HCM, Notification page (bell icon) has FYI tasks and for them we see Dismiss button. I need help on how to identify the button clicked or not. My requirement is t…
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Are redwood pages available for Action Plans in Case Management?Summary: A few help desk pages are not in the redwood UI. Has anyone seen action plans or queues move to redwood? Content (please ensure you mask any confidential inform…
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HR Help Desk Support different workstreamsSummary: Hi there, In the scenario where there is more than one workstream in an organisation will it be better to create a number of different queues? Or would it requi…
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What Privilege's are needed to update agent field (Assigned To) in help deskSummary: Assigned the Next Gen Manager role however, the Manager is unable to make changes to the Agent Field (Assigned To), when assigning Next Gen Admin role the admin… -
Syniverse integration with HR Help DeskClient uses Syniverse - wants to integrate with Oracle Help Desk for SR creation and communicating with the agent. Is there any documentation available provided by Oracl…
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Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H…
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May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d…Elise Hymes - Oracle CX-Oracle 11 views 0 comments 1 point Started by Elise Hymes - Oracle CX-Oracle -
The phone number of the primary contact is not displayed correctly.Summary: The phone number of the primary contact is not displayed correctly. Content (required): The phone number of the Primary Contact is not displayed correctly in th… -
Can employees submit cases?Summary: 25A release notes indicate employees can create their own cases and nothing is required to enable this feature. Is anyone seeing where employees can submit case…
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Employee is unable retrieve MY FAQs in HR HelpdeskEmployee is unable retrieve or view MY FAQs in HR Helpdesk. How to configure or check if the FAQs are setup correctly or not. Customer enabled Redwood pages to use Helpd…
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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…
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Enabling of OBIEE12c Agents As-IS during MigrationSummary: We need to move over 1000+ automated agents from our test system (DEV) to our live system (PROD) in OBIEE 12c on Linux. Normally, when we move these agents, the…
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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 to retrieve employee details in the Intelligence Advisor form under Access CaseSummary: We need to retrieve employee details in the Intelligence Advisor form under Access Case within case management. How can we achieve this? Do you have any specifi…
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REST API to get configuration details of 'Manage Integration of Additional Applications'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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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…