Agent View
Discussion List
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Unable to make Category Field as editable on the Transfer Help Desk Request page.I have added the Category field on the Transfer HR Help Desk Request Page, But it is not editable, I tried by VBCS but the Category field is not present there as editabl… -
Search in HR Help Desk and Case Management for identical namesSummary: During one of my demo sessions the client raised a question around how they could easily identify and search for the correct contacts associated with current an… -
Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
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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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Changes made to Redwood Help Desk screenSummary: Was there an update on the Redwood HR Help Desk screens for the Agent? Why can I no longer see the additional information about the Primary contact in the summa…
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How to display LOVs of a custom field based on the queue?Summary: Hi Everyone, We have a requirement to create a new SR custom field called "Resolution Category", which should be available at the point of resolution. The value…
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Can we send Knowledge Articles by Attaching with an email instead of linkCan we send the Knowledge articles by attaching with an email, We can able to add a link in the email, But Is it possible to attach Knowledge article with the emails.?
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Populate Helpdesk Tags based on categorySummary: Hi Experts, Do we have the ability to populate only particular Tags against the Category selected by the Employee? For eg., Job/Position is the category, and I …
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Smart Action - Audit History should open in the same tab instead of new tabSummary: While trying to perform the Smart Action - View Audit History of Next Gen HR Help Desk Requests, the Audit History is getting opened in a new tab. How to make i…
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Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
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Help Desk Infolets: Hide Unnecessary Reporting Tabs for Agent RoleHello Experts, I hope you're doing well. We are currently exploring options to restrict visibility of certain reporting areas on the Help Desk Infolets Page. The user pr…
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Can't add Help Desk Managers to Help Desk QueueSummary: We have a requirement to add resources to the queue. These resources have the HR Help Desk Manager role and are properly set up in other queues. The are not app…
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Can we use Enable Mass Actions in Next Gen HelpDesk?Summary: My client would like to create SR's on mass and also send mass messages on the selected SRs so the same message/ update is sent to the seleced PPOC on the SRs s…
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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Can we customize employee search page?Hi Our help desk agents currently search for the employees in employee search → navigate to the details page → they can see the SR history here and click on SR link to v… -
HR helpdesk integration with COSMO system (Quick base)Summary: HR helpdesk integration with COSMO system (Quick base) Content (please ensure you mask any confidential information): Version (include the version you are using… -
Auditing for queue field not workingHi All We have enabled auditing for most of the key fields in our audit policy → service → hr help desk request object and selected a lot of fields that requires auditin…
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Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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Milestones are not visible in newly created SRs after migrating to Next Gen HRHDSummary: We have completed migration of Classic HRHD to Next Generation HRHD Redwood, and during testing we noticed that we are not seeing the milestone field when we ar…
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Contacts are not visible in Appointment Detail pageSummary: We are trying to add contacts on the appointment page, but no contact is visible. Content (please ensure you mask any confidential information): Version (includ…
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
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How can I add ticket description in message thread?When someone send mail to the help desk the ticket description usually comes under Message Thread. However we are facing challenges in some mail where ticket description…
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Reply or Show More option not visible in email generated Help Desk requestThe reply or show more options are not visible for some of our email generated Help Desk requests. Curious if anyone has faced this issue before? Our Agents are still ab…
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how help desk handle the ticket coming from email addressSummary: 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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Unable to mass assign requests when groupedSummary: I have grouped the list of request by using a custom category field which works fine. (see attachment) Is there anyway to mass assign all the requests under the…
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Help desk agents from various queues are replying to tickets using the HRES sender addressWe’ve identified an issue where agents from various queues are replying to tickets using the HRES sender address. The concern is that when employees respond to those ema…
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Helpdesk ticket created through email channel are not getting correctly mapped in helpdeskSummary: When some employees create helpdesk tickets via the email channel and include someone in CC, the ticket content appears only in the 'Detailed Description' field…