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Help Desk
Discussion List
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HR Help Desk Agent -> Already A resource but getting an errorSummary: We have created several help desk agents for testing, assigned them the corresponding Next Gen Help Desk roles, have assigned them as a resource and incorporate… -
why the employee independently changes the status of the SRSummary: How to prevent the employee from independently changing the status of the service request Content (required): Hi, the problem that our client highlights is that…
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How long do SRs remain visible in Request found?Summary: Having opened SRs, when I search for a topic in My help (What do you want to do today?) the search based on SRs also appears, how long do they remain visible? h…
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Exception during RestAction in Help desk when I try to Add ManagerSummary: Hello, my user have the role of agent (Next Gen Human Resource Help desk Agent and Human Resource Help desk Agent) when I click to Add Manager below contact, Ex…
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Why do attachments within a document open on the same page?Summary: Attachments that are part of a Knowledge base article, why are they opened on the same page and not on another page of the broswer? Thanks Content (required): A…
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We are looking for any possibility where we can generate Deeplinks / External URL for a custom pageSummary: We are looking for any possibility where we can generate Deep links / External URL for a custom page which we have created. We want to use that link in one of t… -
Time Remaining - Column / Logic from tablesSummary: To identify the column from tables or the logic used to display Time remaining as shown below: Version 23B We have a requirement that needs the report to displa… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed …
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Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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How can users qualify service requests and send feedback?Summary: How can help desk agent recieved qualification of the resolution of a service request Content (required): Version (include the version you are using, if applica…
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how can we inactive Employee Document of records? Is there any flag that we can use to inactivateSummary: how can we inactive Employee Document of records? Is there any flag that we can use to inactivate the documents on the employee records instead of deleting them…
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how search behavior worksSummary: the search behavior works only by entering the first or last name , but it does not work by entering the full first and last name of the person to be searched f…
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Requirement to send an email to the assigned person when any internal note has been added to SR.Summary: Requirement to send an email to the assigned person when any internal note has been added to SR using Object Workflow. Content (required): Requirement to send a…
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Is it possible to provide different notifications by job level?Summary: Wondering if there is a way to send different bell notifications to the agent based on who the PPOC is. Content (required): In our implementation, the client ha… -
Resetting the milestone based on the statusHi, We have configured milestones/SLAs based on the category. e.g. If the category is 'Absence' then milestone is 3 days If the category is 'New requisition request' the… -
Add or remove actions under action barSummary: For agents, can new action be added to the action bar. Can we hide some of the standard actions? Content (required): For agents, can new action be added to the …
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Ticket Transfer to Other PlatformSummary: Client wishes to be able to automatically transfer a ticket to another system Content (required): In our implementation, the client has asked if it's possible t…
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privileges that allow you to assign a service requestSummary: What are the roles and privileges that allow you to assign a service request to another agent or to yourself? Thanks Content (required): assign a service reques…
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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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Translate HR Helpdesk Service request details and SR resolutionMy client is looking for a feasibility if the helpdesk details and the resolution details can be auto translated based on the language preference set by employee ?
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Redwood HR Helpdesk - Notification sent to the employee when their request has a status of 'Waiting'Summary: My customer has a requirement to send an email notification to the employee when their request has a status of 'Waiting'. What is the best way of doing this. Do…
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Next Gen Help Desk - Categories DuplicatingSummary: Is anyone else getting some categories duplicating when scrolling through the categories? If I type in the category name, it doesn't duplicate, but when I just …
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How to prevent duplicates from appearing in the knowledge attachment search?Summary: In the creation of my knowledge I have attached the same file several times in different articles; when I search for that attachment from My Help, it appears se…
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Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
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Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…
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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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Created Business Unit not availableSummary/Content: I have created a BU in HRHD, but when I go to create a Category to associate it to this new BU, it is unavailable from the drop down. Furthermore, only …
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How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
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HR Helpdesk Alerts/ErrorsSummary: Has anyone created alerts/error messages based on SR fields? Content (required): We would like to trigger an error or warning message to the employee if they se…