To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Queue Notification set up is failing for HR Help DeskSummary: When setting up my Notification Preference for the Queue script created in Application Composer I get the error message in the image below. I want to notify all… -
Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
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Add custom report under seeded HRHD dashboardSummary: There is a request from business to add our custom reports under delivered HRHD dashboard (infolets), If is possible to do it Content (please ensure you mask an…
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Is it expected behavior that we cannot update a case after it has been closed?User want to be able to reopen a case but there is an error that says we cannot update a closed case. can we edit the configuration in case this is not expected.
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Does Next Gen HR Help Desk have a built-in automatic Request re-open function?Currently in our Legacy Help Desk setup (B2B) Service, employees have the ability to re-open SRs that were "Resolved" by sending a new message to the SR or composing a m… -
How do I set opening hours for Live Chat in HR Help Desk?Summary: We are trying to deploy Live Chat for HR Help Desk (without ODA) but can't find any documentation that talks about how to set opening hours. The Live Chat servi… -
how to transfer tickets in bulk if an agent is on leaveSummary: Hello Experts, We have a requirement to bulk transfer tickets when an agent is on leave. i know we can do one by one but our requirement is to do in bulk Does H…
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"Last update date" under FAQs not to be displayed to the EmployeeSummary: Can we hide the "Last update date" under FAQs for Employees in HRHD redwood version Content (please ensure you mask any confidential information): Version (incl…
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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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How to add inactive date to Help Desk contact picker using VBS?We have a requirement to add the inactive date of our ex-employees in the contact picker card - is this possible through VBS and if so, is there guidance on how to do th…
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Automatic tagging of contract administrator role to new joineeSummary: We have done autoprovision for helpdesk role but HR has to tagged employee a contract administrator role. Then only employee will able to used helpdesk module. …
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"Create Request" button to be moved to the topSummary: We wanted to move the "Create Request" button to the top in HRHD redwood version in employee screen. It is possible to do this change Content (please ensure you…
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Redwood: Removing Object Types on Cases in Visual Builder StudioSummary: My customer has a requirement to remove the Service Requests and HR Help Desk Requests Object Types when creating a relationship on a case, so that only the Cas… -
How can I see Live agent availability for Live Chat in HR Help Desk?Summary: We need to be able to see the Live status of Agents that have set their presence / availability for Live Chat in the omnichannel global header For Live Chat it …
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Milestone by category - calendar not appearingSummary: I have an availability calendar configured but we are only seeing numbers in the calendar. Please see screenshot attached. Content (please ensure you mask any c…
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Assign To not populating list of available case workersSummary: We're not able to assign our cases to case workers as the Assign To is not populating. The Case Manager has the OOTB Case Manager and OOTB Human Resource Specia…
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Trigger to capture Grade and Legal Employer in helpdesk pageSummary: We have a requirement to capture the Grade and legal employer name in the helpesk page and for the same we have created two fields ie Grade and Legal Employer b…
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Deep Link Help DeskCan anyone confirm whether or not it is possible to put a deep link in a Redwood HelpDesk email notification? A link that will take them right to the SR that they are be…
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Assign to field does not list any values?Hi team, User have delivered case manager role and next gen helpdesk admin role assigned. But when he tries to create a Case , assign to field does not list any values. …
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Outcome and Resolution dialogue box not appearingSummary: I'm having issues with the dialogue box appearing after the agent has moved the service request to resolved. Our client requires custom outcome and resolutions,…
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Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
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Create products for help desk or hide "No products found"Summary: Hello, Following a hierarchical display of product groups, the message “No products found” appears as soon as you reach the last child product group. How can I …
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Is there need of both Inbound and outbound data flows while doing CTI/IVR IntegrationSummary: Hi, Is there a need of both Inbound and outbound data flows(files) while doing CTI/IVR Integration with third party telephonic system (e.g. Cisco). e.g. Do we n…
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Assigned To field is empty in HR HelpdeskSummary: 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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Can a SR created directly by phone call using the IVR/CTI integration ?Summary: Hi team, Is it possible to automatically create a SR by using the IVR & CTI integration with HelpDesk for the employee, without the interaction with agent. In t…
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How to set up My help widget directly on Mobile for HR HelpdeskSummary: Hi All, is it possible to have HR Helpdesk-My help icon tile directly displayed on Mobile so it can be one click for users instead of going it to Mobile App? An… -
Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.… -
25A upgrade impact on tech componentsIs there any documentation which can tell impact of 25A on Tech Components Content (please ensure you mask any confidential information): The 25A release notes cover mai…