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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Created Business Unit not availableSummary/Content: I have created a BU in HRHD, but when I go to create a Category to associate it to this new BU, it is unavailable from the drop down. Furthermore, only … -
How can I disable the Out of the box email - Milestone notifications?Summary: Hi, I have enable the milestone notifications for HR helpdesk service request. I am additionally receiving the 'OUT OF THE BOX EMAIL - First Response Metric exp…
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NexGen Helpdesk Outbound and Inbound EmailI would like to the best practise of how to define outbound and inbound emails for helpdesk Can the outbound and inbound email be the same channel id ? eg. HRHD@xyz.com …
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Is there documentation which shows the difference between Next Gen HR Helpdesk and classic helpdesk?I am looking for some documentation to define clearly the differences between classic helpdesk and next gen hr helpdesk. Is there anything available?
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Next Gen Help Desk - Primary Point of ContactSummary: Issue: An Employee John created a service request on behalf of Lisa and updated the Primary Point of Contact as Lisa. After submitting the request, it is still … -
Need information on HR Help Desk RolesSummary: Hi All, I am trying to setup HR Help desk but not able to configure/find required roles as not much information is available. I am able to see internal help des…
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Can you permanently remove infolets?Summary: Content (required): Client would like to know if there is a way to permanently remove infolets for managers or admin. Basically they wanted to control the infol…
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JDE to Fusion Data MappingSummary: We are implementing Fusion and converting JDE data to be imported into Fusion. Do we have any Mapping document that could be used. Content (required): AT presen…
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Actions - Attribute MappingSummary: Trying to map an attribute of 'Activity' to a User-defined value of 'Task' on an action that will be used in an action template for Case Management. Not a defau…
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Redwood - Next Generation HR help Desk Roles and Access Groups of type 'System group -role'.Summary: I have copied the next generation hr helpdesk roles and saved the new roles and assigned them to users. Under Manage Sales and Service Access I have enabled the…
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Dictionary Feature for Searching Knowledge ArticlesSummary: Translation Feature for Searching Knowledge Articles Content (required): Client would like to fix the possible misspelling issues in the future when searching f…
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Defaulting "Employee ID" field with the respective Person Number of the EmployeeSummary: We have a field as Employee ID while creating the HR Helpdesk Sr , we want to automatically populate this field with the respective Person number of the employe…
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How to set capacity of agents individually in NextGen HelpdeskSummary: Manage Queues for HR Help Desk Requests provides you to set the capacity of a queue. Where can we set the capacity of agents individually? Content (required): I… -
How to query the Fusion HCM person number in B2B Service RequestSummary: We have a requirement to query the HCM Person number in B2B service request in a custom field. How to achieve the same? Can we use the expression builder to bui…
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Can't save a service requestSummary: When trying to save a new HR HD Service Request, we're facing the following message: Content (required): We have setup our Service Request Statuses using the "M… -
Unable to search any service request created in Redwood UISummary: Unable to search any service request created in Redwood UI Content (required): Unable to search any service request created in Redwood UI. I am able to view in …
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What is the best way to update HR helpdesk queue rules?Summary: We have some rules set up for auto population of queue based on category selection . There is a update request where existing queue is needed to be removed and … -
HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore…
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Help Desk Outbound Emails do not always display in Inbox (inconsistent issue)Summary: Hello, We've been testing HR Help Desk (Next Gen) for a new implementation. During our most recent testing we noticed that the Automatic Acknowledgement email d…
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How you can download Knowledge articles?Summary: is it possible to find a way to download aricles ( for exemple in pdf) from the knowledge Content (required): download an article from Knoweledge Version (inclu…
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What do the Attachment Categories mean?Summary: Content (required): We would like to clarify what do the attachment categories mean and its use cases. I can't seem to find any information regarding them. Vers…
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HR Helpdesk Alerts/ErrorsSummary: Has anyone created alerts/error messages based on SR fields? Content (required): We would like to trigger an error or warning message to the employee if they se…
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Can we Create a Saved Search in Redwood?Summary: Create a custom saved search Content (required): Is there a way to create a custom saved search in redwood without just editing the defaults? Example is I want …
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HR Help Desk Agent -> Already A resource but getting an errorSummary: We have created several help desk agents for testing, assigned them the corresponding Next Gen Help Desk roles, have assigned them as a resource and incorporate…
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Components in Visual Builder HR Help DesK are lockedSummary: The Components section when I open the visual builder from help desk pages is locked and I'm unable to perform changes. Content (required): Need to perform the …
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Canadian French Language Code is not working as expected.Summary: fr-CA' language code is not working as expected in EL Expression Content (required): Requirement: Business need translations on a custom text in Canadian French…
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How to configure notifications in hr helpdesk?Summary: How to configure notifications in hr helpdesk? Content (required): Want to configure notifications in hr helpdesk? When SR is opened, agent must be notified. Wh…
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Significance of Job Title and Phone NumberSummary: Upon creation of HR Help Desk request in Redwood template, there are couple fields like Job Title and Phone number under contacts and Team members section. Curr…