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.
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Help Desk
Discussion List
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Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario. -
Add line manager to CaseSummary: Is there a way to add Line Manager of the Person who has raised a case or his/her service request has been converted into a Case Content (please ensure you mask…
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person number in Redwood HR Helpdesk templatesSummary: Hello Everyone, We are using Redwood HR Helpdesk and Person number is not available in the seeded fields available in the Agent and Employee Visual builder stud…
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How to add HR helpdesk ticket as Hyperlink in Email ?Hi Team, We have a requirement to have hyperlink in email, so when employee click link it should route back to ticket in application. Setup the profile value "ORA_SVC_EN…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Auto Assign the case to the employee line managerHi, We need to automatically assign the case raised by the employee by email to his line manager for initial investigation before involving the case manager. Regards
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2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Redwood: Helpdesk SR Created/assigned/UpdatedSummary: Hello Experts, When an employee creates a service request (SR) using the HR Helpdesk, I want to send an email and an in-app notification to the employee. Additi…
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Getting error Exception during RestAction on multiple pages in HelpdeskSummary: Hello, We are getting this error "Exception during RestAction" on multiple pages in Helpdesk. One of the navigation i can provide is Help Desk—>My Help. Screens…
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Contacts are not able to see the requestSummary: Contacts are not able to see the request Content (please ensure you mask any confidential information): When we added the Contact in a request, we expected that…
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Grievance helpdesk request be assigned to employee's supervisorRequirement: Upon the submission of a grievance help desk request, the system should automatically assign it to the employee's immediate supervisor. This assignment shou… -
Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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How to prepopulate a date fieldSummary: We need to automatically set a custom date field to 5 days after the creation date or open date of a Case. Does anyone know the expression for this? -
Why does Oracle support throw the 'Bad Request' error?Why does this error happen when navigating to Oracle support? I have to clear cache several times a day for it to away. This started in the last few months and it happen…
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How to disable the SLA so it doesn't count on weekendsSummary: How to disable the SLA so it doesn't count on weekends Content (please ensure you mask any confidential information): Version (include the version you are using…
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Case Management: Requirement for Cases to be Restricted to certain Case managersSummary: Our customer has a requirement for Cases that are related to HR employees to only be visible to specific Case Managers. We've tried creating a custom field and …
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Categories not showing when creating or editing Knowledge ArticlesThe HR Help Desk Categories I have created are not showing when authoring Knowledge Articles to be able to attach them. Once the article is created, if I try to edit and…
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Is there a way to enable workflow approvals in HR Help DeskWe have recently set up HR Help Desk, but want to set up workflow approvals for certain service requests. Is there an option for this?
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Is it possibile for SLA in a Helpdesk to be based on queue or category rather than severity?Summary: Is it possibile for SLA (coverage) in a Helpdesk to be based on queue or category rather than severity? Content (please ensure you mask any confidential informa…
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Escalation using bursting querySummary: Hi Experts, Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days. Current versions of HR Helpdesk does not provi…
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How to convert a service request to a caseWe need to escalate a Service Request to a case. How do we do it through Helpdesk or Case Management?
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lookup code show is the id codeSummary: in configuration and maintenance in the task of managing common queries, when searching a list of a query in the search code it is showing in ID and not the cod…Yudy Vanessa Sandoval Arango 11 views 3 comments 0 points Most recent by Yudy Vanessa Sandoval Arango
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Redwood: How to hide Product Group in HR HelpdeskSummary: Hi Experts, How to hide Product Group in HR Helpdesk Content (please ensure you mask any confidential information): Version (include the version you are using, …
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public smartext is visible in EDIT help desk SR page but not create SR pageI created a public smarttext in the Manage Smart text folder and published it for Help desk stripe. It appears in the EDIT SR page detailed description but not in proble…
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Message Notification also going to the sender in Help Desk RequestSummary: We require notification to be sent to the user and agent when they send a message in the Help Desk Request respectively. We tried creating triggers with differe…
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Nothing is coming in Category drop down in Create Service Request for Help Desk.Summary: Nothing is coming in Category drop down menu in create service request for Help Desk. Content (please ensure you mask any confidential information): Version (in…
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HRHD customized fields to be included in the column filters for SearchHello, We are looking for a way to customize (add/remove/adapt) filters on search pages with our customized fields. (for HRHD). Also, is there a way to get the history o…
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Content Indexing not working - Knowledge Management with Redwood InterfaceSummary: Content Indexing gets stuck on Pending and after 24hrs fails (Navigator > Knowledge > Content Indexing or Setup and Maintenance > Help Desk: Knowledge Managemen… -
Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…