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Help Desk
Discussion List
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Can we Merge tickets in HR HelpdeskSummary: Customer wants to merge multiple tickets with similar issue into a single tickets in HR Helpdesk -
Milestone Entitlement Rules report in HelpdeskCurrently under Subscription Management -> Entitlement Management -> Standard Coverage we have defined the template and under this we have created conditions (Category N…
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Manager approval emails approve reject buttons?Hi, We are using nextgen helpdesk (HCM) and have built an object workflow that sends an email to manager if a certain request type is created. I have created an email te…
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Redwood Help Desk - Departmental StructureHi all, Does anyone have any suggestions on how to report on the department of the individuals available (Affected Party, Contact, Agent, etc) within the Redwood Help De…
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Standard Dashboard Knowledge Management ViewsSummary: Running the standard dashboard "Knowledge Manager Views" and setting the filter Show View: SR Links here I have this graph Doing some data comparison between th…
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Insights into Extending Oracle Cloud Apps with Oracle Visual Builder and StudioI recently authored a blog detailing how Oracle Visual Builder can be a catalyst for innovation in your Oracle Cloud Apps. In the blog, I've shared insights into the cap… -
How to Hide Inline Attachments in Attachments Category in HR Help DeskHello All, We are trying to Hide the Inline Attachments in Attachments Category in HR Help Desk SR Request Page. We have checked below Profile Options but couldn't able …
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How to hide Product Code in HR Help Desk SRHello, We are trying to hide "Product Code" in HR Help Desk as per business requirement. We tried through sandbox but couldnt able to do. Can anyone guide the way.
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Help Desk FeedbackSummary: Hello, My stakeholders are interested in incorporating an automatic Feedback section into each ticket to gather the Primary Contact's thoughts on their resoluti… -
Redwood Helpdesk - Can you Add Fields to landing summary page?Are you able add fields to the landing summary page? We are able to so this on the responsive helpdesk so why can this not be accomplished in Redwood -
Hide field and customize field in Help Desk.We need to hide a field on the Create New Help Desk Request page. Also create a field called Extension to be displayed next to the Phone field, this field is also obtain…
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Case Management - Documents vs AttachmentsSummary: Difference in functionalities between Documents (Case Management) vs Attachments (HR Heldpdesk) Content (required): Hi Team We want to understand the difference… -
Has anyone experienced hz_parties table not be in synch with active person records?Summary: Scenario: Classic HR Help Desk - Agent goes to send response message to the Primary Point of Contact, however the email can't be found and we get a warning that…Scott Foos - Sr Manager HR Technology at ADT LLC 197 views 7 comments 0 points Most recent by Deana Wittman -
How to import Inline Attachment via Import management?Summary: In some cases, HRHelpDesk Request related messages contain attachments that are inserted within the body of the email or message. We need to import inline attac…
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Moved: FBDI RoadmapThis discussion has been moved. -
Canadian French Language Code is not working as expected.Summary: fr-CA' language code is not working as expected in EL Expression Content (required): Requirement: Business need translations on a custom text in Canadian French…
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How to translate tagged SR Category in Knowledge ArticleSummary: We are currently utilizing English, Spanish (MX), and Canadian French for Knowledge Locale usage. We have completed translation of SR Categories and Articles, h…
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What is the reference element for keeping a resource inside a queue?Summary: Hi, Our client encountered an anomaly on an sme this resource (sme) changed from an internship type contract to a fixed-term contract, thus changing the matricu…
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Is there a way to have a field to capture Maintenance Org for ISR?Summary: We are implementing Maintenance Cloud and using Help desk to capture Work Request information. There is no Field on the Standard Form to capture Maintenance Org…
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Redwood Helpdesk - colours for separating messages internal/emailWe are moving to the redwood helpdesk and we have noticed that there isn't an option to colour code the different message types that we have in responsive Is there are w…
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Knowledge Locale change to only Country in Analysis ReportSummary: Knowledge Locale change to only Country in Analysis Report Content (required): Is it possible in Analysis Report for the Knowledge Locale to only show Country i…
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How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…
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remove notification on the operator when posting a messageSummary: Hi, If an operator enters a message on the hr help desk, we would like to avoid receiving the notification when he enters the message himself. We found the code…
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Help Desk Outbound Emails do not always display in Inbox (inconsistent issue)Summary: Hello, We've been testing HR Help Desk (Next Gen) for a new implementation. During our most recent testing we noticed that the Automatic Acknowledgement email d…
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Can we create groups of knowledge articles to be displayed in the My Help page in those groups?Summary: Need to sort the knowledge articles in groups like FAQs, Policies, Forms, etc. and show them as folders in the My Help knowledge article area. Content (required… -
Visual Builder - Field Template column spanHi, has anyone been able to set column span on a field template? It's straightforward to do on an actual form or field, but I can't do it on a field template. It always …
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Nextgen Helpdesk Resources and resource team - Ticket AssignmentHi All, 1.I would like to know what is the expected behavior when a queue has only resource team ( that has 3 members ) associated to the queue. So when a ticket is rais…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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Detail DescriptionSummary: Can Detail Description field in the next Gen Helpdesk be made rich text? Content (please ensure you mask any confidential information): Version (include the ver… -
Query/Table to fetch RulesAppliesif field under Conditions section of ManageServiceAssignmentRules?Please help me in finding the correct table that holds the info of highlighted fields/attributes that are present in the attached snapshot.