Agent View
Discussion List
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'Employee Search' Quick Action in HR Help Desk for Case WorkersSummary: Which privilege gives users access to the 'Employee Search' Quick Action? Content (please ensure you mask any confidential information): I have a client who's C… -
Helpdesk - Assignment rules based on Sub category but with access to category's queuesSummary: Requirement: On the automatic routing. Can some SRs be routed to a queue and then subcategories go to a specific person or multiple people within a queue? Examp… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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How to Remove Queue Access for the Agent who is not longer helpdesk Agent?Summary: We have a list of individuals who no longer work on helpdesk tickets due to reasons such as department changes or promotions. We have removed the Helpdesk Agent…
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What's the recommended practice to HRHD SR assignment to HRBP based on countries or categoriesSummary: Hi, Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Pa…
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Unable to remove contact from helpdesk requestHi All, When trying to delete a contact in a helpdesk request, I receive the below error and am unable to remove the contact. They are not the primary contact. Does anyo…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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Custom Contact fields producing error when saving the case management formSummary: Whenever I enter the contact name into any of the custom contact fields and save the case form I get the error below. The Claimant field is a customised field s…
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Error configuring Personal signature for agents in Redwood HelpdeskHi All, We have set the below profile options to 'Yes'. ORA_SVC_ENABLE_PERSONAL_SIGNATURE ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE Assigned 'Next Gen Human Resource Help D…
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Mass reassign records to other HR Agents?Summary: In HRHD and Case Management is there a feature that allows mass reassignment of records to other HR Agents? For example in a situation where a HR Agent has unpl…
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Help Desk Contacts ConversationsSummary: Hi Everyone! Our sales team uses HCM to keep track of contacts and leads, etc. but they do not use the HelpDesk. We use the Helpdesk to track HR helpdesk inquir…
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Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
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How to default /Clear the Subject of the email/response when agent tries to reply to messagesSummary: How to default / Clear the Subject of the email / response when agent tries to reply to the messages using an Agent UI? Any Profile options available to clear t…
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Dynamic skill issue: Login as the employee we don't see any skills in the dropdown.Summary: Hi Team, We have configured the Dynamic skills as per the document. But when we login as the employee we don't see any skills in the dropdown. When I click and …
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Helpdesk Agent is unable to view the Multi Business Unit related Categories while creating/UpdatingIn Next Gen Helpdesk , Helpdesk agents are only seeing Default BU specific Categories (Ex - US only). All though the employee is seeing the Category based on their own B…
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How do you remove Agent accessSummary: We have an employee that is no longer part of the department, and the Agent access must be removed. I have removed the custom Agent, Case Worker and Resource ro… -
Redwood - HR Helpdesk - Queue Access when resource is removed from the QueueSummary: Hi All I have encountered a small issue. An agent is removed from a queue ie Learning and Developement and they can still see the requests assigned to the queue…
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Is it possible to remove filters from the list?Summary: There are a number of filters that we aren't using in the Open Help Desk Requests page. Can we remove these anywhere? Content (please ensure you mask any confid…
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HR Agents unable to open requests assigned to other HR agentsSummary: Hi there, in the Redwood HR Help Desk I am finding that HR Agents only have permissions to access their own requests. When I try and click on another request as…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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Sharing Knowledge Article Email Link not WorkingSummary: Trying to share a suggested Knowledge Article to the Primary Contact of a Help Desk ticket but the link to the article is not working. Content (please ensure yo…
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Can we save the columns we add to the Next Gen HR Help Desk Agent View?Can we save the columns we add to the Next Gen HR Help Desk Agent View? We have the ability to add/remove columns in the Next Gen HRHD Agent view (landing page of Help D… -
Is it possible to delete an Action Plan Template after being added to Help Desk Ticket?Summary: Deletion of Action Plan Template from a Help Desk Ticket Content (please ensure you mask any confidential information): Unable to find a way to delete an Action… -
Tags FunctionalitySummary: Display for Help Disk Tags and Reporting Content (please ensure you mask any confidential information): Hello, Has anyone find a way to help manage the display …
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Restrict Helpdesk Agents from Being Assigned to Their Own RequestA client requirement states that the system should allow Helpdesk Agents to raise service requests and set themselves as the Primary Contact, but prevent them from actin… -
Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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SRs not getting assigned to a queueWe have enabled Omni channel. Added resources to the queues. Still the SRs are not getting assigned to a queue. The service assignment rules are in place.
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t…