Redwood
Discussion List
-
HR HD Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some EmployeesSummary: ACTUAL BEHAVIOR --------------- HR Help Desk Primary Point Of Contact Field Is Blank On Service Request Creation Page for Some Employees EXPECTED BEHAVIOR -----… -
HR Help Desk - Forward/Backward action of SR tickets in the Ticket details page not workingSummary: The forward/backward arrow in the SR ticket details page is not working according to expection. Content (please ensure you mask any confidential information): M… -
can there be more than 1 help desk manager?Summary: we would like to have multiple help desk managers assigned but we have been told by our implementation partner that we can only have 1. Content (please ensure y…
-
Next Gen: Need Sample Groovy to send notification to case worker when Case gets' assigned to ThemWe have Implemented the Case Management Under HR Helpdesk module and we have noticed that we don't have any OOTB Notification for case worker , when they get assigned to…
-
How can a Case manager/Case worker send email to non-case worker employees through conversation?Summary: We want to allow the case managers/workers to send messages through email to employees who are non-case workers (Do not have Case Worker or Case Manager role). …
-
this article has been deleted or unpublished from the knowledge base and is no longer available err.Summary: HI Team, We are getting "This article has been deleted or unpublished from the knowledge base and is no longer available." error. The knowledge author created a… -
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…
-
Email Milestone Notifications not workingSummary: The out of the box Milestone Notifications are not triggering when the warning flag or compliance flag has been changed. Content (required): Wondering if anyone…
-
Milestone based on Category Is not populatingSummary: Milestones based on category is not populating Followed all the steps mentioned in the previous community posts. But still no luck. Attached the steps followed.…
-
"Solution Description section" does not show when SR status is set to "Resolved"Summary: We are using a custom role for Nextgen HRHD and all functionalities are working as expected, except one issue: The solution description section does not show up…
-
NextGen HR Helpdesk: Multiple availability schedules for different time zonesSummary: Client requirement: My client is considering utilising a global service delivery model for their HR Help Desk, with a combination of Australia and New Zealand A…
-
Enable AI Assist in Knowledge AuthoringSummary: Hi, we want to enable the AI Assist option while creating new knowledge articles in Redwood. We have enabled Generative AI features with help of Promotion Code …
-
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…
-
How to send email to external email address or external communications in Helpdesk.Summary: From this document External Contact Email Address And Communication (Doc ID 2540878.1), we know that it only supports contingent and employees. Is there a way w…
-
REDWODO helpdesk tickets Not Auto Assigned to AgentSummary: We are migrating our helpdesk to REDWOOD and while we have setup the assignment rule and queue are setup for auto assignment and omni channel is enabled, the ti… -
Service level agreements (SLA or milestones) to be triggered on subcategoryHi, We have a requirement from business to trigger SLA on subcategories (more than 150) , Please advice , if it's possible any reference document or link would be apprec… -
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…
-
Help desk SR email notifications subject can be modified?Summary In Redwood UI, for Help desk SRs email notfications Subject can be modified?currently subject is triggering as Notification text first line from Notification pre…Prasad Singamaneni-Oracle 20 views 2 comments 0 points Most recent by Prasad Singamaneni-Oracle Help Desk
-
Queue not visible in Manage Service Assignment RulesSummary: Hello Everyone.. We have migrated HRHD to services as part of REDWOOD migration and as most of the components got migrated successfully, we noticed the queues u…
-
HR Help Desk Fields appear blankHi Team, After 25C, the data in the fields we have displayed on our Agent Edit HR Help Desk Request page now appear blank. The data previously inputted is no longer visi…
-
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…
-
How to migrate from responsive UI Helpdesk to Red woodSummary: How to migrate from responsive UI Helpdesk to Red wood Content (please ensure you mask any confidential information): Version (include the version you are using…
-
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…
-
Error: A database constraint was violated while storing the changes in the databaseHello everyone, we've encountered an issue with the Next Gen HR Help Desk where we receive an error code while attempting to send an outbound message through the Email C…
-
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…
-
Dynamic links in HR helpdesk resolution emailSummary: We have a requirement to send the HR Help Desk survey automatically to the primary point of contact when the request status is changed to resolved. I have enabl…
-
Assignment rules based on organization hierarchyWe have a requirement to create assignment rules based on Organization hierarchy in HR Helpdesk. Can we achieve this through the fusion application? If yes, how?
-
Multiple concurrent Helpdesk email channels, each dedicated to a specific workstream.Summary: We are looking to implement Helpdesk email channel feature where each workstream (Recruiting, Compensation, Payroll, Absence, Benefits, etc) should have its own…
-
Is it possible to save a message as draft?The document here suggests that we can save a message as draft while composing an email, however we don't see an option or button to save the messages. Does anyone know …