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Help Desk
Discussion List
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How to stop automatic replies creating new Help Desk requests?I'm curious if anyone has managed to prevent employee automatic replies from creating new Help Desk requests? We're facing an issue with multiple requests being created … -
How to add Internal Service Request as Hyperlink in EmailSummary: We set the notification preference. System sent an email notification with the internal service request number. Can we make this number as a hyperlink so that i…
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'Escalate to Case' smart action is not workingSummary: Content (please ensure you mask any confidential information): I have enabled the 'Escalate to Case' smart action in Application Composer, When i test the smart…
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Action Plan Automation- HR Help Desk and Case ManagementSummary:H Hi Experts I am investigating how to carry out Action Plan Automation from within HR Help Desk and Case Management. For those who have implemented this area ca…
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Expected behaviour for 25A "Suggest knowledge to employees when creating a Help Desk Request"When profile option ORA_HD_KM_SUGGEST_ON_CREATE is set to 'Show When Request Submitted' it asks the user if the suggested knowledge is useful and if they would like to d…
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Unable to change the button label from "Save" to "Submit" in employee UISummary: Unable to change the button label from "Save" to "Submit" in employee UI Content (please ensure you mask any confidential information): There is a requirement f…
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Unable to include employee name in the Acknowledgment mail sent to the employeeSummary: Unable to include employee name in the Acknowledgment mail sent to the employee when SR is created Via Inbound mail. Currently we can have only SR number which …
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Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood)Summary: Unable to hide the Category Field under attachements section in Employee UI (HRHD Redwood) Content (please ensure you mask any confidential information): There …
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Extend the Export Limit Reached valueSummary: Dear Team, We are facing an issue when trying to export the help desk requests from agent/admin view as it is giving us a warning message as below "The maximum …
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Can we rename "Milestone" field in Hr Helpdesk?Summary: Is it feasible to rename "Milestone" field in Redwood Hr Helpdesk? Tried to do it using VBS but couldnt see any such option there hence requesting any help rega…
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Can we rename "Contact" field in Redwood Hr HelpdeskSummary: Is it feasible to rename the "Contact" field in Redwood Hr Helpdesk? Tried to do it using Visual builder tool but couldnt do it. Any suggestion here would be hi…
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"Assigned To" field in Redwood Helpdesk as "Primary Point of contact"Summary: Is it feasible to have the Assigned To field same as Primary point of contact where we can see additional details of the assigned to person
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Unable to assign a case to someoneSummary: I'm unable to assign a case to a resource member. The error message just says " Please try again later and if the issue persists, contact your help desk." What …
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Helpdesk Agent is unable to Escalate HRHD Request to CaseHi The HelpDesk Agent is unable to Escalate the Service Request to Case from his login. Agent opens the SR, and calls the Action - Add Action → Escalate HRHD Request to …
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Unable to view closed requestsSummary: Content (please ensure you mask any confidential information): I want to see all the Closed requests in the HRHD list. I can only see the New, In progress, Wait…
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External emails / Emailing 3rd parties via HRHD / Two way communications on Oracle RecruitingWe currently have HRHD Redwood. We are able to manage queues and internal employees who have their work emails on our database are able to raise service requests via 'My…
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Direct link to help desk chatHi All, We are looking at enabling the help desk chat and the users currently need to navigate to the my help page and click on the chat icon to initiate a conversation.…
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helpdesk surveySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Subscription management is not visible to Help Desk AdminsSummary: The Next Gen Help Desk Administrator can't access Subscription Management to configure standard coverages. What access is required for the Help Desk Admin to pe… -
How can we manually delete a request from the helpdesk that has 'closed' status?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Does Redwood HR Helpdesk have Approval Workflows?Summary: I have not seen any workflow mentioned in documents. Our client seems like they wanted to have something like after the agents states a resolution, they want to…
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In helpdesk not able to get audit history data of the ticket numberSummary: In helpdesk not able to get audit history data of the ticket number Content (please ensure you mask any confidential information): In helpdesk,user want to chec…
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Cannot add households or contacts to casesSummary: We are using the HR Help Desk default stripe for Case Management. We are unable to add additional contacts that do not exist in the system on the case. The clie…
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Cases are not assigned to Queue automaticallySummary: Categories, Queues and assignment rules have been configured for Cases. However, the Cases are not getting auto assigned to Queues. Content (required): Categori…
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Email and Bell notifications not pulling values as requiredSummary: Content (please ensure you mask any confidential information): I am successfully receiving notifications once a request has been submitted and resolved but the …
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how to remove toggle bar in helpdesk request pageSummary: We observed that a toggle bar is available for agents to make the SR critical. We already have a Drop down to set the priority which includes values: Low , Medi… -
Unable to find the table which captures the Appointment related details into case in Case ManagementSummary: I am not able to find the table which will capture the Appointment related details when we create a appointment with case in case Management. Can anyone help me…
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Product group not visible to User when craeting an SRSummary: while creating SR product group is not visible but after creating SR and while editing the SR it is visible Content (please ensure you mask any confidential inf…
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How does my Data Analyst run case mgmt/HRHD reports?Summary: I'm having a hard time having my Data Analyst pull data from case management and help desk. The service catalog doesn't even appear for him. He has both Case Ma…
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How do I delete actionsSummary: Content (please ensure you mask any confidential information): I am trying to delete a few of my actions but it keeps bringing up the error message below. I hav…