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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Employee Name Change don't Update in HelpdeskSummary: An employee has changed their name, but their old name still displays in HR Helpdesk. We're using the Redwood version of HRHD. We ran 'Apply Name Formats to Per… -
How to create an approval while raising HR Help Desk Request?Content: As per the standard functionality, when an HR Help Desk request is submitted, the system creates a new request in the application. Our requirement is to configu… -
Redwood - HR HelpDesk - Send Notification for 'New to InProgess' v/s 'Waiting to Inprogress'Summary: Hello, I have created below trigger to send notification whenever Status is changed to InProgress. This is correctly sending notification whenever there's is ch…
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Case management, communicate through systemSummary: As a member of employee relation team could i be able to communicate to members via email, teams etc? If it is possible, we would want to communicate with numer…
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Are there standard notification scripts I can use specifically for the Case form?Summary: Case Notification scripts to use in Application composer Content (please ensure you mask any confidential information): Are there standard notification scripts …
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HR Help Desk Attachments Outlook file (.eml ).Summary: I need to confirm if there are any issues or limitations with loading Outlook .eml files in Fusion Import Management for HR Help Desk. We have successfully demo…
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Product Group is not populating any list of values in Create Service Request pageSummary: Hi Experts, I am trying to find list of values against product Group but i could not find any values. Screen shot for your quick review and reference. Please le…
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REPLY action/button is not visible in Messages of Classic HelpdeskIs there anyone knows how to enable or display the REPLY action/button in Messages of Classic Helpdesk? Is it possible? Hope anyone is able to help me on this. Thanks in…
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Unable to use new case on dynamic containerSummary: My client wants to simplify the Case Management page and wants to remove certain sections. I have navigated to App UIs > Customer Experience > Service > ec > Ca…
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Solution description not visible to employeeSummary: When a agent resolved the SR (HC0000002008) in HRHD (Next Gen - Redwood), data entered in the Solution description field by the agent is not visible to the Empl…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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Unable to assign Resource to the QueueSummary: I was unable to tag a user (User Id - M.AlHammadi@ethara.com) to the Queue, his resource role is Manager and have all required access. Content (please ensure yo…
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How can I get a list of all the resources created in the system for the helpdesk?Summary: Is there a method to get a list of all the resources? Content (please ensure you mask any confidential information): Version (include the version you are using,… -
What to do if we have separate coverages and calendars for each countryWhat to do if we have separate coverages and calendars for each country
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Redwood Next Gen Help Desk on Mobile AppSummary: Struggling to get Help Desk tab or the My Help application to appear on the springboard. Having read the implementation guide, in regards to the My Help applica…
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Unable to assign Resource to the QueueSummary: I was unable to tag a user (User Id - M.AlHammadi@ethara.com) to the Queue, his resource role is Manager and have all required access. Can we tag, HRHD Manager …
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Unable to edit custom field for Case in Application composerSummary: Content (please ensure you mask any confidential information): I am trying to make some changes to a an existing custom field. I can add additional meaning but …
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re… -
How to Close Duplicate SR Tickets created in Helpdesk with help of HDLHi All, How to bulk close a ticket created in Help desk with help of HDL.
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Deleting HR Helpdesk Requests in BulkSummary: Is it possible to delete HR Helpdesk Requests in bulk? They were incorrectly migrated during the client's implementation and they no longer wish to have them. C…
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Changing effective sequence number will affect existing dataHi Team, We are encountering an issue where the effective sequence number appears to be incorrect, preventing us from proceeding with the data load. It seems the sequenc…
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How to hide few statuses in HRHD for employeeThere is requirement from client to show only "In progress" and "Resolved" statuses as values in Status field dropdown for an employee in HRHD and hide all other status …
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Next Gen Help Desk V2 After 22D Update Exception During Rest Action Message PoppingSummary: After 22D Update Exception During Rest Action Message Popping for some users. Cleared cache, restarted computer, still seeing the message Content (required): Us… -
After 24C, No Tickets Display for Help Desk Users, Managers and AdministratorsSummary: Hello! We are testing the 24C patch in our Dev environments. Two separate dev environments have the same behavior - no tickets are showing up for users, manager…
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Assign Resource Teams to Queue instead of directly?Summary: I want to create a resource team and assign that directly to the queue(s) instead of directly assigning each member of that team to the queue directly. This is …
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Resolution Metric details are not populating in SRSummary: Hi all, I have created milestones with 3 coverages schedules with all coverages having Monday to Friday fixed schedules and Sat/Sun off. However, when I run the…
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How to Set up SLAs for an Organization that has different countries, different coverage schedulesHi All, I am trying to set up SLAs for HR Help Desk and the catch is the Organization has service in multiple countries and therefore it should be operated with differen…
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Internal NotesDear colleagues, I am inquiring about the possibility of activating internal notes or conversations for HR-Helpdesk Requests. I have attempted to establish a collaborati…
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How to stop Inbound acknowledgement mailWe are implementing HR Helpdesk for our customer. We have create custom mail notification that will be send to employee when SR is created. When SR is created via Email …
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Query to HRHD Service Request Agent Assignment detailsSummary: Need a query to pull details of a SR being assigned and transfered and start and end time of 'assigned to' a helpdesk agent. If there is a way to create an anal…