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Help Desk
Discussion List
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Next Gen Help desk-Unable to determine who manager is when adding Manager to contactsSummary: Unable to determine who manager is when adding Manager to contacts. Relationship type field only shows alternate and affected party . How we can specify if the … -
Confirm the timing that triggers error SVC-5295325Summary: We're looking to find out how long after saving a request that error SVC-5295325 will then show for other users when trying to make any updates to the same requ… -
Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to…
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"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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knowledge base articles as favouritesSummary: Save knowledge base articles as favourites Content (required): Is it possible to save articles as favourites in the knowledge base? I haven't found a way yet, b… -
Subject area : "Help Desk -HR Service Request Lifecycle" does not return data.Summary: In the topic area : Help Desk -HR Service Request Lifecycle does not return data. I attach a screen When we try to extract data from this subject area it does n…
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attachments to a knowledge base article do not open on another page?Summary: hello, how come the attachments in a knowledge base article don't open in another page even though I set the option Thanks Best Regards Gianfranco Content (plea…
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OTBI - Bulk Search for Specific Tables in Data SetsSummary: Looking for a way to conduct a bulk search on all of the OTBI data set SQL statements for specific tables Content (required): Upgrades have impacted our custom …
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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Is the Chatbot functionality available in Mobile**This post was created as part of a How to Service Request (SR) 3-36807867981 Release: 11.13.24.04.0 Summary of the question: Is the Chatbot functionality available in …
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Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
Is it possible through reports to figure out who has viewed the articles?Summary: Hello, A customer asks if it is possible, through reports, to understand who user accessed articles within the Knowledge Base? Thank you Best Regards Gianfranco…
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How to check the requester if the HR helpdesk ticket is raised on behalf of someoneSummary: Hi All, How to check the requester details in the helpdesk ticket if the primary point of contact is different than the requester. Version (include the version …
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Next Gen Helpdesk - User able to view the request even if they are not Primary Point of contactSummary: Updating Primary Point of contact Content (please ensure you mask any confidential information): Hi Team, We have updated the primary point of contact using Too… -
Will a license under Service be consumed if we enable Omni channel and Email communicationSummary: Hello Everyone, We need to utilize HR Helpdesk and procured license for Helpdesk only, but for agent availability and automatic routing of tickets we need to en…
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Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
Transaction Summary - Where do I get explanations about how to resolve drafts, failed itens?Summary: Notifications of the performance goal approval processes are not being sent to leaders. The status displayed on transaction console varies from types and action…
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Can appointments generate an email in case management?Hi, does anyone know if it's possible to generate an email to an employee after creating an appointment in case management? Could this be stored against the Case? The id…
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Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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smartview install issue when upgraded from 32-bit to 64-bit officeSummary: smartview install issue when upgraded from 32-bit to 64-bit office Content (please ensure you mask any confidential information): 1) SmartView is unable to run …
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Unable to make Category Read Only for Employee Edit Page in Help Desk.Business Process: We have setup a rule in which Category and Queue are mapped, based on Category selection Queue is selected. Issue: When Employee edits the request, he … -
How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Under Set Preferences unable to find Media ToolbarHi, Under Set Preferences option On HCM we don't have Media Toolbar Option to set it for Live chat. Can anyone guide as what configuration is required to get that option…
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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Alert for Create Service Request via Email FailuresSummary: Create Service Request via Email works 99% of the time. For the 1% that fail, is there a way to create an alert to notify Help Desk Managers and Agents in real-…
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User is facing the issue "Your account must be configured to access Knowledge Management."Summary: Hi All, A user facing the error "Your account must be configured to access Knowledge Management. Contact your Help desk." while accessing "My Knowledge" page. U…
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Fusion HCM Help Desk Bulk Data Correction?Is there a way to mass update the tickets in Fusion HCM Help Desk ? We recently went live and now that we are more comfortable with the product we would like to re-categ… -
how to bulk upload service requestSummary: What is the best way to import sr in bulk in hr helpdesk , I checked there is no hdl available,please advise Content (please ensure you mask any confidential in…