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Help Desk
Discussion List
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Can we increase the "Service Request Details" characters in Classic Hr Helpdesk?Summary: We want to check if there is any way we can increase the "Service Request Details" characters , If yes then how and whats the max limit. -
Removing Attachment type and categorySummary: How can we edit this Attachment layout . We want to remove this type and category under attachment in Classic Hr Helpdesk.
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External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
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Do we have feasibility in HRHD to raise Helpdesk request by CandidatesSummary: Helpdesk request by Candidate Content (required): We have a requirement that Candidate should raise a HRHD ticket for any queries in their recruitment process. …
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Redwood - HR Helpdesk23C - Reply to emailsSummary: Hi Experts. Thankyou for your time. I need some guidance regarding Redwood HR helpdesk. The customer has a requirement for the employee to be able to reply to e…
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I can't able to setup resource directory.Summary: Hi all, In helpdesk , I can't able to setup resource directory where we can add a resource for helpdesk request. Please help me how to setup resource directory …
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Does Redwood HR Helpdesk have Approval Workflows?Summary: I have not seen any workflow mentioned in documents. Our client seems like they wanted to have something like after the agents states a resolution, they want to…
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smart text is not auto populating variablesSummary: We are using smart text to support HR Agent emails, however it is not auto populating the variables Content (required): Version (include the version you are usi… -
HR Helpdesk Agents cannot see the all the tickets assigned to their queue other team membersSummary: Hello Experts, We have done the configuration of HR Helpdesk Nextgen (23A) where HR Queue is mapped to Resource Team and there are many resources in the Team. A…
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Redwood 23C - HR Helpdesk Reports and AnalyticsSummary: Hi All, I need some advice about the reports and dashboards under HR HelpDesk Manager - New. What is the criteria for these reports as I am struggling to obtain…
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I cannot create categories in HR Help DeskError message appears that does not allow progress in the creation of categories
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Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…
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Trigger to obtain the contact's phone extension fieldIt is required to create an "extension" field that is related to the contact's work phone number in HR Help Desk, so it was created in App Composer in the HR Help Desk o…
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Is it possible to populate the SR number & agent signature when composing messages?Summary: Content (required): Is there a way to auto-populate the SR number or a link back to the original SR when using the Redwood Help Desk platform to compose message…
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in employment information, the system first shows old employment relationships and not current onesSummary: By logging into the system as a help desk operator, going into the detail of a SR and clicking on the name of the main contact going into the employment informa…
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Can Knowledge Locale naming be changed?Summary: Changing of Knowledge Locale names Content (required): Customer would like to use Knowledge Locale, however they do not agree on how they are named. They would …
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Include SR details in Resource Added NotificationSummary: How can we add basic details such as SR subject or SR number to our notification? I was unable to find the above fields in this object, and have not been able t…
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Is there a way to mass 'cancel' tickets in HR Help Desk?Summary: We had a shared inbox forward emails to the HR Help Desk, but instead of just forwarding the current emails it forwards all the historical emails, so it created… -
How Popular Knowledge Articles are sorted under my help?Greetings, I would like to inquire if anyone within the esteemed Oracle community possesses knowledge pertaining to the method by which Popular Knowledge Articles are ar…
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HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
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Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next Gen?Summary: I have a question about the analyses/reports in the HR Dashboard. Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next… -
Configurar milestones en horasHi team, We need to configure the milestones for HR Help Desk according to severity. Low • First Metric response: 8hrs • Resolution Metric: 24hrs Medium • First Metric r…
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Could someone help me identify the error in the trigger script?Summary: We have a requirement to automatically change the status to "Resolved" for service requests with the subject "FYI: Termination" when they are assigned to a spec…
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Redwood HR Help Desk - Create notification - Subject lineSummary: Hi Experts, I need some advice regarding the notification which is sent to the employees when a request is created. I have created an object trigger against the…
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Missing Primary Point of Contact and Assigned To when Ticket Has been assignedSummary: The "Primary Point of Contact" and "Assigned To" fields are showing as blank on the main agent UI after a ticket has been assigned or moved into a different sta…
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Making "Queue" field read only in classic HR HelpdeskSummary: We have a requirement to make Queue field read only in Classic HR Helpdesk . Can we do it by removing any specific privilege from Agent role(Human resource help…
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Redwood - HR HelpDesk Resource Manager, Resource Teams, Resource Hierarchy, Resource OrganisationSummary: Hi All, Is there any documentation on Resource Organisations, Resource Hierarchy, Resource Manager and Resource Teams. I am unable to find sufficient informatio…
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How we can add custom field in Help Desk main landing pageSummary: How we can add custom field in Help Desk main landing page have added some custom fields through application composer. Now, i want to add those custom fields in…
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Restricting Users to select parent category in HR HelpdeskSummary: We want check the feasibility to restrict users to select Parent category so that they will be forced to select the child category (Specific) and this will help…
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how you can prevent clicking on the main SR contact to prevent certain information from being displaFrom the hr help desk module, when a help desk agent clicks on the main contact name of a Service Request, he can see some information (which I attach in the screen) . I…