Category 691
Discussion List
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How to Load categories and sub categoriesSummary: Dear Expert. We have 50 categories and subcategories overall, and we are implementing HR Helpdesk for my client. They have 29 business units. Is there a tool or… -
New tab Help Desk knowledge articlesSummary: Hi, We have noticed that there is a new tab "Knowledge articles" appearing under the search tab: When clicking on it nothing really changes in terms of search/r… -
Redwood - HR Helpdesk - AuditingSummary Is HR helpdesk auditing availalble if you do not have a licience for Service. My customer is only using HR Helpdesk. Content (required): I know that auditing is …
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Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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Next Gen Help Desk Saved Search - Share with specific RolesSummary: Hello, We have noticed that within the Next Gen Help Desk Saved Search functionality, there is the ability to share the Saved Search with other users. One of th…
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Is VBS Express Mode is available for Redwood HR helpdesk ?Unable to see Express Mode for Redwood HR helpdesk ? Any idea how to enable it ?
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Redwood - Purging Cases - Case ManagementHi All Is there a process availalble which will purge Cases in Case Management? Thanks in advance for your help. Thanks Martina
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First Response Metric and Resolution Metric details are not populating in SRAfter Running the Milestone Service Request process we aren't able to view the both Milestone Metric details in the SR.
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2 Global Default CoverageSummary: We would like to know if it is ok to use 2 Default Coverage at Global Content (please ensure you mask any confidential information): Client would like to do a s…
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How do we scheduled the processes associated with our profile options?Summary: How do we schedule our processes associated with HRHD IN WAITING DAYS, HRHD AUTO CLOSE, etc? We have SVC_HRHD_IN_RESOLVED_DAYS set to 30 days… will the process …
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What is the difference between Message vs Conversation in Help desk?Summary: Message vs Conversation in Help desk? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable):…
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl… -
Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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In the Details of the Service Request appear two new tabs "solution description" -"Resolution Code"Summary: Hello to all, in the detail of the Service Request appear these two tabs that are highlighted, I was wondering if this update is due to release 24 B ? Reading t…
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Why do the articles I display appear with this layout?Summary: hello I noticed that after release 24 B, the view of articles appears differently than before i attach a screen How come? Why does it bring back the user groups…
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Can default signature templates be set for Help Desk users?Summary: We are planning to use the personal signature tool, but ideally we would want a set of generic signature templates to be set for agents, linked to the queue the… -
Is it possible to extend the Contacts popup template in the HelpDesk Request page using VBS?Summary: Hello, Customer has a requirement to add additional fields(to be derived from person Assignment level) in the Contacts popup. Can the Popup template be customiz…
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Can an SR be routed based on Affected Partys attributes Ex.Affected party's Legal Entity or LocationSummary: Hi All, We have a unique requirement where an SR should be routed based on the person selected from Affected Party field using the Affected Party’s attributes l…
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Can we automate resource setup & adding them to queues?We have a requirement to setup employees as a resource automatically whenever someone is hired or moved into a particular position or department. Subsequently they need … -
Missing categories in myhelp and hr helpdesk pageHi Experts, I am facing 3 problems and 2 problems seems to be inter linked and 3rd problem is with category LOV. 1.I was able to create categories and child categories w… -
Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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Action plan due dates are incorrectSummary: Our action plan due dates are defaulting to today. When we move to the next action, instead of 7 days out it is showing as due today. Can anyone advise? Content…
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Have anyone able to configured the 24C Feature for Customize Copy.Summary: Have anyone able to Configure the 24C feature for Customize Copy . i am unable to follow the steps mentioned in the update for creating action chain. after addi… -
Will notifications be available via SMS for Help Desk notifications?Summary: Currently, you can build custom notifications through HR Help Desk that can be sent via email or through bell notification. Is there anything on the roadmap whe… -
How is the average time for all calculated?Summary: Hi, how is the “Avarage time for all” resolution time calculated (see screen) Is it calculated on the working calendar? Or is it counted on the 24-hour day? Tha…
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Unable to find a resource in HR Helpdesk 24BUser is already resource of another queue when I try to add the employee to new queue when I click on Add Resources and search with the first name and last name. I am no…
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How to export the resource detailsHi Team, To add the agents, I heard that we have to add a resource first. But I couldn't see the tasks to identify the resource. 1.Is it possible to see the existing res…
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How to Setup an ISR approval process flowSummary: Hi, Can anyone please advise how to setup an ISR Approval process flow. Is it possible that OOTB Approval Groups can be accessed from ISR? Any idea will be help… -
Can we add multiple Case Managers (Identify resources ) for one Organizations?We need add multiple Case Managers (Identify resources ) for one Organizations.Prathap Reddy Devarapalli 11 views 2 comments 0 points Most recent by Prathap Reddy Devarapalli Help Desk