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HR Help Desk
Discussion List
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Default Severity by CategorySummary: We have identified 3 categories that should always default to high severity. When the Service Request category is changed from a low severity category to a high… -
Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…
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Mass Load Knowledge ArticlesHi, Please guide if there is a way we can mass load knowledge articles instead of configuring them manually. -
How to set Assigned To field as RequiredHi Experts, I need your advise on setting Assigned To field as Required. Here is a screenshot of the same. I tried sandbox, but Page Composer option is unable to achieve… -
How to handle 60+ categoriesSummary: We currently have about 70 categories, including 10 parent categories. This is a long list for employee's to scroll through. Is there a way to either: 1) Show e…
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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
How can I modify a Saved Search for HR Help Desk (NextGen) Agent ViewSummary: We are running through a first run of implementing NextGen HRHD. On the Agent Request landing page (https:///fscmUI/redwood/helpdesk/list-hrhd?entity=HRHDServic… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
SR not being assigned to a queueGood morning, I'm not sure if anyone else has experienced a similar issue? For some reason when a SR is being raised on occasion it is not being assigned to a queue and …
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How to include SR number in Milestone Notification email subject?Hi All, I am trying to include SR number or reference number in milestone email subject. Can anyone suggest me how to include the same? Regards, Nishanth Version (includ…
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Documents in Help Desk vs. HCMSummary: We are planning to implement HR Help Desk and Case Management for grievances and disciplinaries. I was wondering if the documents used in a disciplinary process… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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Help desk SRs are not being assigned to agentsSummary: 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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Agents are not receiving email notifications.Summary: Our agent isn't receiving help desk tickets that are assigned to him. He is part of the queue and was receiving notifications but has randomly stopped. Content …
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Redwood HR Help Desk - Remove a field in the Copy Help Desk Request - 23DSummary: Hi All, I am trying to hide a field in the Copy Help Desk Request form. However when try to edit the form in VBS the form does not display. Also there does not …
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Employees with HR Helpdesk Nextgen user roles can not see the Resolution Description on Resolved ReqSummary: Hello Experts, We are using HR Helpdesk Nextgen We have got an issue where Employees (HR Helpdesk Nextgen user) can not find the Resolution description on their…
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Next Gen HR Help Desk: Blank Screen for the AgentsSummary: Next Gen HR Help Desk: Blank Screen for the Agents Content (required): When an Agent or a HelpDesk administrator access "HelpDesk Requests" app, the Blank Scree… -
I can't able to access HR Helpdesk Screen.Summary: I can't able to access HR Helpdesk Screen. I have added resource in resource directory but when I open HR helpdesk request then blank screen is opened. Content …
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Can we make the fields selected under Help Desk request tab as default?Summary: Everytime we select a field and save it , it saves the search criteria but can we have the ability to make it our default settings in Help Desk Requests tab. Na…