HR Help Desk
Discussion List
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Agent Presence and Availability tool bar is not available to AgentsSummary: As per the Omni Channel Configuration, we tried configuring step by step even though we are not able set the Presence and Availability for Agent. We're able to … -
knowledge articles not linking to HR Help Desk TicketsSummary: Knowledge Article added by HRHD Agent but SR requestor cannot see link on left side SR Details Content (please ensure you mask any confidential information): Kn…
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HR Help Desk Analytics Dashboard not working properlyIn HR Help Desk dashboard the data is not reflecting properly for roles like Agent, Admin, and Manager In Infolets mainly like Pending Contact Action, My Resolve Time, M…
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Set a time for most browsed articles in Knowledge HR Help Desk?Summary: Hi, is it possible to set a time frame for the section "Browse Popular Articles" in Knowledge Management in HR Help Desk? Basically, we need to set 30 or 60 day… -
Is there away to bulk upload or migrate knowledge articles across environments?Summary: What is the best approach for creating, maintaining and eventually migrating 200+ knowledge articles? Content (please ensure you mask any confidential informati… -
"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
Can appointments generate an email in case management?Hi, does anyone know if it's possible to generate an email to an employee after creating an appointment in case management? Could this be stored against the Case? The id…
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Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Category Vs Sub Category Vs Product GroupCurrently, we have a task where we can create Category and Child Category (ideally subcategory). With this setup, upon creation of service request in HR Help Desk, we co… -
Next Gen Help Desk - Queues Not Updating in Landing Page; Can't Filter by QueueWe have an issue where Queues are not updating or displaying in our Help Desk Requests landing page. Due to the Queues not updating, this in turn seems to cause the sear…
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Did you miss a Help Desk event on Cloud Customer Connect in 2023?The Help Desk Team wants to thank each and every one of you that attended our Cloud Customer Connect events in 2023! And if you missed one our webcasts this year, here’s… -
Service Request Audit History ReportingHi all, I was wondering if anyone had a report or knew of a way to report on the audit history of Service Requests. We've been asked to build a report based on SLA's for…
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How to create an employee as a resourceSummary: Please provide guidance on how to create an employee as a Resource. We are currently live with HCM, and are now implementing HR Help Desk, I have assigned the e… -
Can we add non agent as resources for HR Help Desk Action Plan?Hi All, Does anyone know how we can add non hr help desk agent as resource for HR Help Desk action plan? I have tried adding employee as resources in "Manage Resources" …
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Need information on HR Help Desk RolesSummary: Hi All, I am trying to setup HR Help desk but not able to configure/find required roles as not much information is available. I am able to see internal help des…
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For how long a service request remain in the system?Summary: Hi. I did not set up the sheduled process that delete the Service request after tot. days. Here my question, for how long I will have access to a service reques…
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How to route service request raised by user to the agent of the user's business unit?Hi, We have a requirement where the customer needs to automatically route the service request to the agent that belongs to the concerned user's business unit or legal em… -
HRHD - Groovy Script for Add Contact in Help Desk TicketSummary: HRHD - Groovy Script for Add Contact in Help Desk Ticket Content (please ensure you mask any confidential information): Hi All, If anyone has worked on groovy s…