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.
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Help Desk
Discussion List
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NextGen: remove email responses in HR HELPDESK Email/In AppSummary: Hi Everyone, I have configured Object Workflows and written a piece of code to trigger notifications. However, in-app notifications are not working. Does anyone… -
Error in Adding Resource to QueuesSummary: I'm trying to add Resources to the HRHD queue and am getting the error below. Can someone help us with is error? Content (please ensure you mask any confidentia… -
milestone object to have service request ticket number tagSummary: We have configured the milestones for warning and expiry but noticed that in the email template for Milestone object, we have very limited tags available which …
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Restriction for Helpdesk ticekt assignementSummary: We are looking for a solution where we can restrict everyone except the members of a particular Queue to assign any tickect to few specific resources. Please he…
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How to change the bell notification heading OBJECT WORKFLOW NOTIFICATIONHi, Is it possible to change the heading for Bell Notification in NextGen HR Helpdesk Object Workflows? Currently Object Workflows use a heading OBJECT WORKFLOW NOTIFICA…
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Why is it not possible to send channel notification using in object workflowsHi, Why is it not possible to send bell and email notifications using adf.util.sendNotification in Object Workflows for NextGen HR Helpdesk? Using it in an object trigge…
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Service Request icon in HR help deskIssue I'm facing currently is in relation to the image below: Randomly during the process of enabling the omni channel and creating the groovy script to enable notificat…
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We are not able to see Knowledge UsersSummary: We are not able to see Knowledge Users in the system at the below navigation: Navigator -> Knowledge -> Knowledge Users When we add a particlar Knowledge User a…
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Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
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Splitting subject and message content under message groovy scriptHi Team, I created below groovy script to send the email notifications for message. However, I am not able to split the subject and message content. I created map.put fo…
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Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
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Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
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Generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHDSummary: The 24C feature 'Automatically generate Summaries of Help Desk Requests with Generative AI - 24C Feature HRHD generates summary with not relevant keywords in th…
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Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
Object Trigger Groovy Script get PartyIdHi, How can you fetch the PartyId in a HR Helpdesk Request Object Trigger using Groovy Scripts? If you have the username or person ID is it possible to retrieve the Part…
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In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
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Is it possible to enable auditing on custom fields created on service requests and in case managemenSummary: We are implementing HR Help Desk with Case Management and we are configuring a large number of custom fields for both the service request and the case, we requi…
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Case Manager and workers are getting RestActionSummary: Our Case Managers and workers are getting "Exception during RestAction" They are not getting this error in Help Desk, only Case Management. This happened only i…
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update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
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Can we make changes to Name format in Redwood Helpdesk?Summary: Currently HRHD is pulling through full names, first name & middle name. Is it possible to remove the middle name from the dropdowns of "Primary point of Contact… -
What is the maximum video size in Case Management?Summary: Client is looking to attach videos to cases that could be up to an hour long. What is the maximum size? Content (please ensure you mask any confidential informa…
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manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes…
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Assigned Service Requests are missing in Agents HR Help Desk landing pageSummary: Hi Experts, Agents who are contractors are unable to see Service Requests in their HR Help Desk Landing Page. They are only able to see Service Requests which t…
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Unable to default the Status, Severity and auto close days based on categoryHow to default the SR status, severity and auto close days based on SR category. Business wanted to default Status, Severity and auto close days based on category I have…
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Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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Is it possible to get a full list of the smart actions in HRHD?Summary: **This post was created as part of a How to Service Request (SR) This is related to smart actions in the Nextgen HR Helpdesk request Navigate to Nextgen HR Help… -
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
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Service Time per Ticket - Report (Classic HR Help Desk)Hi all, We need a Report to calculate the time between the ticket's opening date and closing date and time, considering customer calendar (Considering work hours and exc…