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.
Classic HR Help Desk is now deprecated. For migration instructions, Go Here
Help Desk
Discussion List
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Resources (Non-Case Workers) are being added in an Organizations, Is there an impact?Hello, I have added resources to an organization where only case workers should be present. However, I have also added some agents who are not case workers, and they are… -
Unable to edit custom field for Case in Application composerSummary: Content (please ensure you mask any confidential information): I am trying to make some changes to a an existing custom field. I can add additional meaning but …
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Are there standard notification scripts I can use specifically for the Case form?Summary: Case Notification scripts to use in Application composer Content (please ensure you mask any confidential information): Are there standard notification scripts …
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Send notification to Agent when employee attaches a file to an existing requestSummary: Send notification to Agent when employee attaches a file to an existing request Content (please ensure you mask any confidential information): I want to create …
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Case management, communicate through systemSummary: As a member of employee relation team could i be able to communicate to members via email, teams etc? If it is possible, we would want to communicate with numer…
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Unable to preview attached document in CaseHello All, When a case worker or case manager clicks on the preview for attached document in a case, the system opens a blank page. Expectation is for system to show the… -
Unable to assign Resource to the QueueSummary: I was unable to tag a user (User Id - M.AlHammadi@ethara.com) to the Queue, his resource role is Manager and have all required access. Can we tag, HRHD Manager …
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Redwood Helpdesk Migration QuestionSummary: We are in the process of redesigning our system with two main queues, and I would like to seek clarification on the following points to ensure smooth implementa… -
Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Unable to assign Resource to the QueueSummary: I was unable to tag a user (User Id - M.AlHammadi@ethara.com) to the Queue, his resource role is Manager and have all required access. Content (please ensure yo…
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Solution description not visible to employeeSummary: When a agent resolved the SR (HC0000002008) in HRHD (Next Gen - Redwood), data entered in the Solution description field by the agent is not visible to the Empl…
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What to do if we have separate coverages and calendars for each countryWhat to do if we have separate coverages and calendars for each country
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REPLY action/button is not visible in Messages of Classic HelpdeskIs there anyone knows how to enable or display the REPLY action/button in Messages of Classic Helpdesk? Is it possible? Hope anyone is able to help me on this. Thanks in…
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Deleting HR Helpdesk Requests in BulkSummary: Is it possible to delete HR Helpdesk Requests in bulk? They were incorrectly migrated during the client's implementation and they no longer wish to have them. C… -
How to make all data/value visible in "Solution Description" field if read-only viewHi, Is anyone know how to make all value of "Solution Description" field visible in as this is only a single text field. Currently the data displayed is not complete. Up…
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Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
How to Show custom fields in HRHD Agent UISummary: There is requirement from our customer to show below fields in Agent UI, however we were able to show only business unit name (seeded field) in the agent UI usi…
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Assign Resource Teams to Queue instead of directly?Summary: I want to create a resource team and assign that directly to the queue(s) instead of directly assigning each member of that team to the queue directly. This is …
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Next Gen Helpdesk:When SR Closed send Bell/Email notification to all resources worked on the ticketsSummary: Hi Experts, Need to send Bell notification & Email to all resources worked on the tickets when there is an close ticket. At the moment only the assign person re… -
How to make Outcomes, Resolution and Solution Description fields to configured as read-onlyHi, Is anyone know how to make Outcomes, Resolution and Solution Description fields to configured as read-only Requirement: If the logged in user is not an Agent, he sho…
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Can we use both Classic and Next Gen HR Help DeskHello Experts, We have a requirement where there are 2 different types of Help Desk Requests and the access to raise 2nd type should be available restricted set of emplo…
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Seeded report in HR HelpDesk is not referring correct attribute in Filter criteria.Summary: Under /shared/Service/Embedded Content/HR HelpDesk Agent/_portal , there is a seeded Dashboard Average Time to Resolve My Closed SRs which is having single anal…
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Changing effective sequence number will affect existing dataHi Team, We are encountering an issue where the effective sequence number appears to be incorrect, preventing us from proceeding with the data load. It seems the sequenc…
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How to Close Duplicate SR Tickets created in Helpdesk with help of HDLHi All, How to bulk close a ticket created in Help desk with help of HDL.
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Acknowledgement should not be sent to specific email channel SR creationSummary: Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged. Content (please ensure…
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How to hide few statuses in HRHD for employeeThere is requirement from client to show only "In progress" and "Resolved" statuses as values in Status field dropdown for an employee in HRHD and hide all other status …
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Query to HRHD Service Request Agent Assignment detailsSummary: Need a query to pull details of a SR being assigned and transfered and start and end time of 'assigned to' a helpdesk agent. If there is a way to create an anal… -
Resolution Metric details are not populating in SRSummary: Hi all, I have created milestones with 3 coverages schedules with all coverages having Monday to Friday fixed schedules and Sat/Sun off. However, when I run the…
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Object Workflow for HelpdeskSummary: We have a requirement to enable the workflow in HR Helpdesk where in we want to send an approval notification to the respective approvers when a new SR is submi…
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How to Set up SLAs for an Organization that has different countries, different coverage schedulesHi All, I am trying to set up SLAs for HR Help Desk and the catch is the Organization has service in multiple countries and therefore it should be operated with differen…