Redwood
Discussion List
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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… -
Amend HR Help Desk panelSummary: I am trying to amend the panel in VB so that the Creation Date, Closed Dated, Last Updated items are visible in the HR Help Desk Content (please ensure you mask…
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Inbound email from an unknown senderIn HR Helpdesk, if we set the profile option for unregistered email address to NO, can we setup an acknowledgement email saying that the HR Helpdesk request was not crea…
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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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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 …
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Context Sensitive Fields in HRHDWe need to enable context sensitive fields as per the category in HR Helpdesk. For example, if the category is Performance, we need three fields to show up whereas if th…
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I want to add exception while sending acknowledgement email from helpdeskI want to exclude one specific email address from receiving the acknowledgement email that confirms a ticket (e.g., Ticket Number XXXXX) has been created in the helpdesk…
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Separate inbox for a particular categorySummary: We have a requirement to create a separate email inbox for a particular category. Can this be achieved through automatic routing rules? For example: All SRs rel…
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HR Help desk: object workflow not sending groovy notification.Hi Experts, Summary: We are configuring an object workflow to send an e-mail if a request has been in status "Waiting" for 7 days. The workflow is triggered, but the e-m… -
Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…
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Case Management SearchI'm not very familiar with HR Help Desk or Case Management, so reaching out for some help. When using the Cases landing page, I am trying to search for cases that includ… -
Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…
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Ability to view chat transcript as a helpdesk userSummary: Hi, We are looking to enable chat within our Fusion Helpdesk environment and whilst this is working from an agent perspective, we are unable to see the chat tra…
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Unable to see any icon apart from others while login from MobileSummary: Hi Team, Business user is trying to login to fusion using mobile. They are able to see only other tab. May I know how we can fix to have all other tabs in mobil…
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How to default the subject when employee composes a message?Summary: Currently when a message is submitted by employee for a SR, the subject is defaulted to first few characters of the message content, if a subject is not given. …
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Where and to whom is Knowledge article approval comment visible?Summary: We've set up an approval workflow for Knowledge Article creation. Once a Knowledge Author / Helpdesk Agent creates a knowledge article, it is sent for approval … -
Can we add 'Tags' as a column to display on the Redwood Help Desk UI landing page.Summary: As you might aware, Oracle has delivered Tags Functionality to classify Helpdesk requests in 24A. We have a requirement to display Tag as a column on the Redwoo…
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Redwood - HR Help Desk - Send Notification when Milestone is nearing - Object Workflow trigger issueSummary: I followed all the steps mentioned in the below doc, and i could not see any notification getting triggered. Content (please ensure you mask any confidential in…
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Restrict Employees from selecting severity when creating new helpdesk requestHi All, We have a client requirement to hide the Severity field when an Employee is creating a new helpdesk request so that they are unable to select any value. Once the…
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Disabling suggested knowledge in Redwood HelpdeskSummary: We would like to disable suggested knowledge articles when viewing the details page of a submitted HR Help Desk request in redwood. We have found that more ofte…
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My Client is using classic HRHD. Is it possible to move to redwood without migrating to NextGen HRHDHi Team, We are using Classic HRHD. To implement Redwood, can we just enable the "Redwood User Interface for Service" feature within Service Offering? or do we need to m…
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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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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any … -
Checking ApplicabilityWe want to allow employee to raise a HR Help Desk request through an email and ticket will be generated automatically? Is it applicable?
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How can we manually delete a request from the helpdesk that has 'closed' status?Summary: 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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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…
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How to default "Hourly Paid or Salaried" value based on FLSA value of the selected JobSummary: Business wants the default value as Hourly or Salaried for "Hourly Paid or Salaried" field in the assignment section for Promote/Transfer etc. based on the FLSA…Subrat_HCM 21 views 2 comments 1 point Most recent by Gaurav Bhardwaj Payroll and Global Payroll Interface (GPI)
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Notification to Queue Owner after X amount of days - Request UnassignedSummary: Hi Community! Client has a requirement to issue a notification to the Queue Owner when there are HR Help Desk requests unassigned in the queue after a certain a…