Redwood
Discussion List
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Migrating to Redwood HR HelpdeskSummary: We are planning to migrate to redwood HR help desk next year. We wanted to know a few things to get a plan created and presented to our team Content (please ens… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy … -
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… -
"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…
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Case Priority and Case Types UnavailableSummary: Our client requires Case Managers on case creation, or after creation, to be able to edit the case type and/or the cases priority. We have case types enabled in…
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How to link Guided Journeys to My Help PageSummary: We need to deploy AI Agents on our My Help page, and it can only be deployed using Guided Journey. Can anyone please assist on how we can enable Guided Journeys… -
Notification to Queue OwnerI need to create a notification to notify ONLY the queue owner when a SR has been raised in their Queue. Is there a groovy script for the same that i can use? Regards, K…
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Unable to select Case Type as an attribute for Smart ActionSummary: In previous environments I was able to configure the Escalate to Case action to provide the Case Type attribute. However when I have started to build my configu…
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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t…
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How to remove fields from HR service request details edit page?Summary: I would like to remove some fields like severity from the edit HR Request details page as shown below. But cannot find the dynamic form which shows the Summary …
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Unable to remove the schedule option from ReportsHi We have built few custom BIP reports for Next gen HR Helpdesk and few of the reports should be accessed by Helpdesk Agents. However we donot want the agents to have t… -
creating a custom drop-down list in HR help desk.when an employee creates a ticket before choosing a category, he must choose a main group and based on that main group the category list will show the values. Also i wan…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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VB workspace for HelpDesk UISummary: Which workspace should be used for extending HelpDesk Redwood UI using VB? Is it the HCM or CX workspace? I can see that the HelpDesk UI's have a completely dif…Sachin Bhadange 8 views 1 comment 0 points Most recent by Nizam AB Mogal Visual Builder Studio for HCM
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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…
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How to filter SRs using Affected PartySummary: My client is exposing the Affected Party field on the Employee and Agent HR Help Desk Request layouts, and the agents should be able to filter and search for SR…
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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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remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both… -
Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr…
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Where does the default value for Subject in help desk chat come from?When we initiate a help desk chat , the word 'help' defaults in the text box. I can't see any default values defined for this in application composer as well as VB, so n… -
Action Plan Smart Action - renaming issueSummary: I have renamed the Add Action Plan Smart Action in Case Management but now the Action items are not loading. It was working fine before it was renamed. I duplic…
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Unable to amend HRHD Profile optionsSummary: I have assigned myself Next Gen Administrator priv but I am still unable to edit the Profile options below What permissions do I need to be able to edit this pl…
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Audit history is not working after the latest refreshSummary: Audit history does not seem to be working. All the configuration are in place in terms of Audit Policies, Profile Options and even the privilege but somehow we …Ananta Prasad Ray 62 views 2 comments 0 points Most recent by Ananta Prasad Ray Fusion Applications Administration
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje… -
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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Groovy script to notify agent when request is updatedSummary: My groovy script is supposed to send a bell/email notification to agents when their request is updated but its not pushing anything through. Can you let me know…
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Email channel for Outlook Add-inSummary: We’ve noticed a difference between our test and production Outlook Add-ins. In the test environment, the “Share” button works as expected, it creates Email-type…
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Helpdesk request page is not loadingSummary: I am trying to open HR Help Desk Request Page but the page is loading blank. Navigation—>Help Desk—>Help Desk Request. Working on 25c Redwood. Could any one fac…