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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Turn off notifications which is getting generated when contacts and resources are added within case.Summary: We need to turn off meeting updated notifications which is getting generated when contacts and resources are added under appointment within case. However, we ar… -
Redwood Profile Option HR Help Desk CategoriesWhat is the profile option to disable HR Helpdesk Categories? We're not using Redwood Helpdesk yet and are finding several issues with this Redwood view and would like t…
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How do you remove/customise Employee Search Actions?Summary: How can you remove/customise access to certain Actions in the Employee Search page in Help Desk? Content (please ensure you mask any confidential information): …
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Confirm the timing that triggers error SVC-5295325Summary: We're looking to find out how long after saving a request that error SVC-5295325 will then show for other users when trying to make any updates to the same requ…
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attachments to a knowledge base article do not open on another page?Summary: hello, how come the attachments in a knowledge base article don't open in another page even though I set the option Thanks Best Regards Gianfranco Content (plea…
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Redwood: Embedding files into articles or creating link to an article attachmentSummary: Hi, Would it be possible to add an embedded file (as PDF or PPTX …) within the content of an Article in Knowledge Base or to create inside the article a direct …
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Redwood HR Help Desk : how can we make Fields Read Only on My Help > Edit SR PageSummary: Hello Experts, We hope this message finds you well. We are looking to make the fields "Severity," "Status," "Critical," and "Category" read-only on the My Help …
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Next Gen-Not able to remove data from Assigned To field in helpdesk requestSummary: Scenario :Once a request has been created , it has been assigned into queue. Then an agent has assinged to himself using Assigned to field. Now Agent decides to… -
Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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How to hide availability icon?On the helpdesk list page, I see an icon which I would like to disable. Is there a way to hide this please? I believe this is for showing availability (not exactly sure)… -
Is the Chatbot functionality available in Mobile**This post was created as part of a How to Service Request (SR) 3-36807867981 Release: 11.13.24.04.0 Summary of the question: Is the Chatbot functionality available in …
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Is it possible through reports to figure out who has viewed the articles?Summary: Hello, A customer asks if it is possible, through reports, to understand who user accessed articles within the Knowledge Base? Thank you Best Regards Gianfranco…
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Disabling suggested knowledge in Redwood HelpdeskSummary: We would like to disable suggested knowledge articles when viewing the details page of a submitted HR Help Desk request in redwood. We have found that more ofte…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Unable to View Categories in Manage Categories for HR Help Desk RequestsFollowing 24B, when go to Manage Categories for HR Help Desk Requests there is nothing displaying, but if you try to log a HRHD request, the categories do display in the… -
Change the name formatSummary: Is there an option to change the name format across HRHD and Case Management to return preferred name and surname. Currently is is displaying first name, middle… -
Will a license under Service be consumed if we enable Omni channel and Email communicationSummary: Hello Everyone, We need to utilize HR Helpdesk and procured license for Helpdesk only, but for agent availability and automatic routing of tickets we need to en…
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NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje…
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Transaction Summary - Where do I get explanations about how to resolve drafts, failed itens?Summary: Notifications of the performance goal approval processes are not being sent to leaders. The status displayed on transaction console varies from types and action…
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Subject area : "Help Desk -HR Service Request Lifecycle" does not return data.Summary: In the topic area : Help Desk -HR Service Request Lifecycle does not return data. I attach a screen When we try to extract data from this subject area it does n…
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Help desks and Internal service requestsHi, We are currently looking at the possibility of more than one Help Desk to manage different types of service requests. I've looked through the help centre but I'm sti…
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can't create service request through Digital AssistantAs the title says, after configuring ODA as shown on the community im not able to create SR, the chatbot gives below error :
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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smartview install issue when upgraded from 32-bit to 64-bit officeSummary: smartview install issue when upgraded from 32-bit to 64-bit office Content (please ensure you mask any confidential information): 1) SmartView is unable to run …
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Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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Not seeing Omnichannel routing options for Automatic queues in HR HelpdeskSummary: Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. We've created assignment rules and queues to assign HRHD requests to queues and it's work…
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Export Service requests details in Next Gen HelpdeskSummary: We have a requirement to export/print the service request all details inculding messages as well. Do we have any functionality availanle in Next Gen Helpdesk? A…
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when was Case Management included with HR Help DeskSummary: When was Case Management included wtih HR Help Desk? Looking for a Release date. Content (please ensure you mask any confidential information): Version (include…
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Unable to make Category Read Only for Employee Edit Page in Help Desk.Business Process: We have setup a rule in which Category and Queue are mapped, based on Category selection Queue is selected. Issue: When Employee edits the request, he …