Redwood
Discussion List
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Limit to the number of case types that can be createdSummary: Is there a limit to the number of case types that can be created under ORA_SVC_CASE_TYPE_CD. I can't seem to find this documented anywhere. Our client is requir… -
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How do i create custom infolets and add to the Redwood HR Help Desk Dashboard PageSummary: we would like to create our own infolets to display on this page but cant figure out how to do that .. we would also like to remove these delivered infolets Con…
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Bug fix 36817407 cannot be foundSummary: Bug fix 36817407 cannot be found. Content (please ensure you mask any confidential information): Hi all, In Doc ID 3034557.1 a solution was provided for issue F…
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Assigned to field not populating on landing pagesAssigned to field is not populating any names on landing pages. Assigned To does show on the Details page and the Edit page but it is not pulling over to the Agents Assi…
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Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …
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Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
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Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
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HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
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Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…
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Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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Milestone Diagnostic report not returning dataSummary: I have setup milestones, and they were working as expected yesterday. I was able to run the Milestone Diagnostics report and it was showing correctly. I created…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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HRHD Can I disable a quick action from the actions search bar?Summary: Hello, Can I disable a quick action from the actions search bar? Hi, our client would like to disable the action that allows an employee to close a service requ…
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What happens when multiple object workflows conditions are met?We have multiple custom object workflows which trigger different actions when the conditions are met. I'm currently investigating an issue where one of the email notific… -
Inbound & Outbound with personal emailSummary: We have created an email channel (test@client.com) and the client have enabled the required setting for their outlook. We are sending an inbound email from pers…
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How to find the user that edited a message?Hi all - We have given our help desk team access to edit messages by adding the privilege suggested in . The users are able to edit messages after this and whenever some…