To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Hide/show fields condition not working on Case Management formSummary: Hide/show fields condition not working on Case Management form Content (please ensure you mask any confidential information): I am using the following the docum… -
Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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25A upgrade impact on tech componentsIs there any documentation which can tell impact of 25A on Tech Components Content (please ensure you mask any confidential information): The 25A release notes cover mai…
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How to disable automated email for Redwood Help DeskIs there a way to disable the below automated system email? Our requestors receive this email when an Agent responds to them within the HD request and they also receive …
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how to translate custom fields in HR Help DeskSummary: Hi All, Our client has requirement to translate custom fields on HR Help Desk. They have got 3 language packs(French, German, Dutch) and when translating the pa…
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While making changes in VBS, it is getting deployed but are being removed after some timeSummary: I have added custom fields on a page and published it. Its showing there temporarily. When I close the page and open it again, changes are being removed from th…
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Close Request Description not mandatoryHi all, does anyone know if it's possible to make the 'Close Request Description' mandatory for employees? Version (include the version you are using, if applicable): 25A
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Do appointments in case management fully integrate with outlook?Summary: Hello - I'm wondering if the appointments feature in Case Management fully integrates with outlook. Ex: Can a case manager see their own availability, the emplo…
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How do you remove Agent accessSummary: We have an employee that is no longer part of the department, and the Agent access must be removed. I have removed the custom Agent, Case Worker and Resource ro… -
Difference between a customer and employeeWe have got multiple seeded acknowledgement messages including SVC_EMAIL_ACK_FOR_KNOWN_CUST & SVC_EMAIL_ACK_FOR_KNOWN_EMP. Please can someone help me to understand how O… -
Absence Records link in HRHD Smart NavigatorHi guys, I've noticed that the Absence Records link in the Smart Navigator isn't working. I've raised an SR but I was wondering if anyone else has this problem? Version …
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Category definition limit in Internal Help DeskSummary: Is there a limit to defining categories in the Internal Help Desk?
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How to stop automatic replies creating new Help Desk requests?I'm curious if anyone has managed to prevent employee automatic replies from creating new Help Desk requests? We're facing an issue with multiple requests being created …
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Unable to change the button label from "Save" to "Submit" in employee UISummary: Unable to change the button label from "Save" to "Submit" in employee UI Content (please ensure you mask any confidential information): There is a requirement f…
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The Chat Bot on DOP is not workingSummary: The Chat Bot on DOP is not working Content (please ensure you mask any confidential information): Description The Chat Bot on DOP is not working it is constantl…
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Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
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Can we rename "Milestone" field in Hr Helpdesk?Summary: Is it feasible to rename "Milestone" field in Redwood Hr Helpdesk? Tried to do it using VBS but couldnt see any such option there hence requesting any help rega…
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Can we rename "Contact" field in Redwood Hr HelpdeskSummary: Is it feasible to rename the "Contact" field in Redwood Hr Helpdesk? Tried to do it using Visual builder tool but couldnt do it. Any suggestion here would be hi…
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"Assigned To" field in Redwood Helpdesk as "Primary Point of contact"Summary: Is it feasible to have the Assigned To field same as Primary point of contact where we can see additional details of the assigned to person
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Case Management - Meeting Details in OTBI ReportHi We need to display the Meeting details captured in the Cases in Case Management Page. I didn't find any fields in OTBI CRM/Helpdesk Case Management Real Time Subject …
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Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
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Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.…
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Unable to assign a case to someoneSummary: I'm unable to assign a case to a resource member. The error message just says " Please try again later and if the issue persists, contact your help desk." What …
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Expected behaviour for 25A "Suggest knowledge to employees when creating a Help Desk Request"When profile option ORA_HD_KM_SUGGEST_ON_CREATE is set to 'Show When Request Submitted' it asks the user if the suggested knowledge is useful and if they would like to d…
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Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood)Summary: Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood) Content (please ensure you mask any confidential information): There …
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Unable to find the table which captures the Appointment related details into case in Case ManagementSummary: I am not able to find the table which will capture the Appointment related details when we create a appointment with case in case Management. Can anyone help me…
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
helpdesk surveySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…