Category 691
Discussion List
-
We are not able to see Knowledge UsersSummary: We are not able to see Knowledge Users in the system at the below navigation: Navigator -> Knowledge -> Knowledge Users When we add a particlar Knowledge User a… -
Does anyone know if is possible to load all the knowledge content wihout filtering?Summary: We have most of the population (3.000 employees) that doesn´t know if the knowledge for their questions are or not created, because most of them doesn´t now som…
-
Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Can we send the reminder notifications to employee/agents in Helpdesk?Hi Team, Can we send the reminders to employee if the status is waiting for few days. Similarly, the reminder to agent if it is in progress status for few days. Any best…
-
Splitting subject and message content under message groovy scriptHi Team, I created below groovy script to send the email notifications for message. However, I am not able to split the subject and message content. I created map.put fo…
-
Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
-
Search Bar/Filter Bar under Help Desk request is not workingSummary: Hi All, Few of the agents reported that their Search Bar/Filter Bar stopped working. They are not able to search SRs, or select any saved search. Even the "Add …
-
Why do pending actions in an action plan display differentlySummary: I have noticed that sometimes an action in an action plan is displayed as text and sometimes it is in a green block and sometimes both are displayed. This occur… -
Object Trigger Groovy Script get PartyIdHi, How can you fetch the PartyId in a HR Helpdesk Request Object Trigger using Groovy Scripts? If you have the username or person ID is it possible to retrieve the Part…
-
In Help Desk a New Resource is not able to complete an Action Plan taskSummary: I have noticed that when I am working with a Task in Action Plans- Help Desk, the new Resource added to the Task is not able to complete the task as it goes in …
-
Is it possible to enable auditing on custom fields created on service requests and in case managemenSummary: We are implementing HR Help Desk with Case Management and we are configuring a large number of custom fields for both the service request and the case, we requi…
-
Case Manager and workers are getting RestActionSummary: Our Case Managers and workers are getting "Exception during RestAction" They are not getting this error in Help Desk, only Case Management. This happened only i…
-
update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
-
What is the maximum video size in Case Management?Summary: Client is looking to attach videos to cases that could be up to an hour long. What is the maximum size? Content (please ensure you mask any confidential informa…
-
manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes…
-
Assigned Service Requests are missing in Agents HR Help Desk landing pageSummary: Hi Experts, Agents who are contractors are unable to see Service Requests in their HR Help Desk Landing Page. They are only able to see Service Requests which t…
-
Unable to default the Status, Severity and auto close days based on categoryHow to default the SR status, severity and auto close days based on SR category. Business wanted to default Status, Severity and auto close days based on category I have…
-
Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
-
Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
-
Is it possible to get a full list of the smart actions in HRHD?Summary: **This post was created as part of a How to Service Request (SR) This is related to smart actions in the Nextgen HR Helpdesk request Navigate to Nextgen HR Help… -
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
-
Oracle HCM multiple log in attempts neededSummary: We have Company Single Sign On enabled at our organization but for SOME users, they need to click on "company single sign on" MULTIPLE times before they can suc…
-
Service Time per Ticket - Report (Classic HR Help Desk)Hi all, We need a Report to calculate the time between the ticket's opening date and closing date and time, considering customer calendar (Considering work hours and exc… -
A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
-
How to hide the name of the person who created the knowledge article?Summary: How to hide the name of the Author in articles in HR Help Desk Content (required): hide name of the author knowledge article Version (include the version you ar…
-
Need BI query or table for service request management offeringSummary: We need to create a BI report to show tickets that are yet not addressed for those requested /expected information is already provided. Content (please ensure y…hiteshsaroha 41 views 2 comments 0 points Most recent by MandeepGupta Reporting & Analytics for Fusion Service
-
HR Helpdesk agents being made unavailable/inactive when not actively working on screenSummary: HR Heldesk agents are being made unavailable within HR Helpdesk when they are not actively working on the HR Desktop / HCM Screens. this is happending when the …