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Help Desk
Discussion List
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Table name to export the SmartText configured in HR HelpdeskSummary: I am looking to export the SmartText configured in HR Helpdesk in the BIP Report. Please share the table name with me to export the details and table names for … -
HDL uses pipe delimiter within stringSummary: We have a position HDL which includes a data item that contains a pipe delimiter in the string, e.g. METADATA|Product Manager | Product Management|01-01-2002|31… -
How can I create a report to show when any employee has submitted their elections?Summary: would like to see when any employee has completed their benefit elections but showing it submitted. Content (please ensure you mask any confidential information… -
People Assist Requests - Category fieldHello, does anyone know why dropdown values for Category field is not displaying when attempting to create a service request in People Assist? Can someone help me? :( Re…
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HR Helpdesk Agent cannot see created queuesSummary: Content (required): Implementing HR HelpDesk 23B Redwood for a client and I am having issues being able to see the queues created through HR Queues by an employ…
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HR Help Desk Milestones not CompletingSummary: Milestones for First Response and Resolution are set up, yet they are not automatically completing based on rules set up. Content (please ensure you mask any co…
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How do I set a prefix for SRs in NextGen HR Help Desk?Summary: We need to set a prefix value for SRs in NextGen HR Help Desk but it doesn't seem like there is a prefix profile option specifically for NextGen HRHD. What I me… -
Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use… -
Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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How to prevent creation of child SRs when actions are added to help desk requestsSummary: I'm exploring the option of adding actions and action plans to help desk requests. But when doing so, for each action that I have added a child SR is getting cr…
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Created Queues are not visible in HR HelpdeskSummary: When I am creating a queue in HR helpdesk and after that click on save and continue button then data security policies error are occurred as seen in the below s…
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Not able to hide "Subject" tabSummary: Hello, I am not able to hide "Subject" tab within the Service Request's details page The customer requires to hide this tab as it is meaningless and misleading …
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Automatic assignment of HR Help Desk requestWhen submitting a request in HR Help Desk When you save, the request is sent and automatically assigned to the corresponding queue. The problem that arises is that it is…
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Can someone please tell me which table to use for this?Hi All, I am trying to fetch details of roles removed to a user in the past. When I checked table PER_USER_ROLES I found that it holds only active/current roles. I also …
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New page in help deskSummary: After the 23D patch upgrade for helpdesk - I have seen a new task coming up in the help desk Module which is cases after the queue task. Can some one help me to…
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol…
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Data update customization in OTBIhy, The customer asks us if it is possible to customize the data update in OTBI on the Knowledge Base article view ? Is there a batch to be scheduled ? Thanks Gianfranco
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HR Help Desk API is not fetching any dataSummary: I am trying to use GET method for HR Help Desk API. I am getting the error as 'Definition SourceCd of type Attribute is not found in SrAllCategoriesEO.' and fai…
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How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa…
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Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
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Not able to update user email in resource directorySummary: We are Implementing Help Desk application. We need to add a person as Queue resource. We are getting error while we add the person to the queue.When we checked …
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Add Relationship type to Case ContactSummary: Relationship field has been enabled in the CaseContacts layout. However, we are not getting option to choose the relationship type. It is not editable field. Co…
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Service Request opened for a specific Category should be Restricted to a Specific AgentSummary: Service Request opened for a specific Category should be Restricted to one Agent Content (required): Is it possible to configure a solution where an employee's … -
Can we assign service request in HR Help Desk to Team?Is there a way to assign a request to Team instead of individual resource or agent? If yes, what are the configuration task that need to enabled? Thanks, Dinesh S -
How can we Default Status Values for Specfic Categories in HR Service RequestSummary: Hello Experts, We have a Requirement, Wherin if a Service Request is raised for a Specfic Category then it should be auto resolved. For the Same We have Tried U…
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Does Redwood Case Management have Approval Workflows?Summary: Does Redwood Case Management have Approval Workflows? Content (please ensure you mask any confidential information): Does Redwood Case Management have Approval … -
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
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How to make Asset Field Mandatory in Create Help Desk Service Request UISummary: We want to make Installed Based Asset field mandatory for the users while they create the service request. We are not able to use Sandbox for this requirement. …
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Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi…