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Help Desk
Discussion List
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Tags for Routing in HR Helpdesk Next GenSummary: Using Tags for Routing in HR Helpdesk Next Gen Content (required): I read in the doc that you can use tags for routing. However, I am missing some information h… -
HR Helpdesk Audit History configurationSummary: Hai Team, I would like to understand what all fields will be audited in the audit history page. Kindly help me the path were we can configure the fields in Help… -
"What do you want to do today" RemovalSummary: Remove "What do you want to do today?" section Content (required): Is the removal of the "What do you want to do today?" section possible? Or at least edit some…
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How to delete a comment from Authoting comment section in History page of an article.Summary: How can I delete a comment from this section? see img. Content (required):
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hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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How can I gain access to the screening services if I am also a supervisor in Oracle?Summary: How can I gain access to the screening services if I am also a supervisor in Oracle? My team handles screening so I need access as well Content (required): Vers…
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Action plans limited by SR CategorySummary: Is there a way to limit the list of action plans displayed based on the category selected on the SR? I know we can create action plan categories, but they dont …
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Is there’s any mass upload feature for Knowledge Article in HR HelpdeskSummary: bulk upload knowledge article in HR helpdesk Content (required): bulk upload knowledge article in HR helpdesk Version (include the version you are using, if app…
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Redwood HR Help Desk vs Classic HR Help DeskSummary: If you're interested in understanding the key differences between Redwood and Classic HR Help Desk, I invite you to read my latest blog post. Explore the advant… -
Redwood HR Helpdesk 23C - Queue Security - Quick QuestionSummary: Hi All, I have a quick question about queues and agents. If an Agent is not a member of a queue, they create a request and assign it to that queue. Should they …
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HR Help Desk, Service request assign to an agent in the queue but the agent is the RespondentSummary: Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the que…
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Is it possible to enable users to give feedback ?Summary: Is it possible to enable users to give feedback on the service performed by the HR Help Desk Team on a specific Request (SR)? Thanks Gianfranco Content (require…
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The phone number of the primary contact is not displayed correctly.Summary: The phone number of the primary contact is not displayed correctly. Content (required): The phone number of the Primary Contact is not displayed correctly in th…
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How can I activate/enable the following service preferences in HR Helpdesk Next Gen?Summary: How can I activate/enable the following service preferences in HR Helpdesk Next Gen? Content (required): How can I activate/enable the following service prefere…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena… -
HCM 23D Release Readiness Published 9/1/2023Summary: Hello Everyone! I wanted to let you all know that the 23D New Feature Summary and What’s New are now published to the Readiness site. You can access them from: … -
Can HR Help Desk Service Request be assign based on vacation delegationSummary: If an HR help desk agent is out of the office and has delegation for other HR items, does the HR Help Desk account for it? Meaning, that when they are out of th…
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Is it possible to migrate all raised old service requests from classic HRHD to next gen help desk?Summary: We have already enabled next gen HRHD and still the old SRs which was raised is not visible. Content (required): Are we missing on some setup part which can hel… -
is it possible that the "Creation Date" field is present by default on the SR display screen?Summary: The "Creation Date" column must be present on the SR display page so that SRs can be sorted by creation date. By default, the system does not provide the Creati…
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Unable to create email notification when the SR Status change from "New" to "In Progress"Summary: We are trying to create a email notification so that the primary contact could get a notification when the status changes. We are using the Redwood UI. Content … -
Not able to see any value for installed based field for Internal Help deskSummary: Not able to see any value for installed based field for Internal Help desk Content (required): I'm not able to find any value for Installed Base Asset field. Ve… -
Redwood - HR Helpdesk - Paused MilestonesSummary: Is it possible to restart a HR Helpdesk milestones when an employee updates the request? Currently the milestone is paused when the status of the request is at …
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HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
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Changes in HCM patch 23CSummary: HCM -Core HR and compensation Content (required): changes with patch upgrade 23C Version (include the version you are using, if applicable): Code Snippet (add a…
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HRHD Employee Search Quick ActionHi, I have a couple of questions about the new Employee Search quick action. Is it possible to hide the 'Actions' column in the search section. I've hidden the action bu…
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Is it possible to create a service request for an Inactive employee.Trying to create a Service request for an Inactive employee. May I know the best possible way to do it
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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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Next Gen HR Helpdesk: How to restrict certain Status for EmployeesSummary: Next Gen HR Helpdesk: How to restrict certain Status for Employees Content (required): Hi Team We have configured some custom status like Case Management, Re-op… -
Is there anyway to have email signatures on an SR like we have them on outlook at all?Summary: Is there anyway to have email signatures on an SR like we have them on outlook at all? Content (required): Version (include the version you are using, if applic…
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Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S…