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Help Desk
Discussion List
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Case Manager and workers are getting RestActionSummary: Our Case Managers and workers are getting "Exception during RestAction" They are not getting this error in Help Desk, only Case Management. This happened only i… -
update the ticket without assigning or status changeHi Team. We are able to update the ticket without changing the status or assigning the person. Is there a way to add rules? Thanks.
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Can we make changes to Name format in Redwood Helpdesk?Summary: Currently HRHD is pulling through full names, first name & middle name. Is it possible to remove the middle name from the dropdowns of "Primary point of Contact… -
What is the maximum video size in Case Management?Summary: Client is looking to attach videos to cases that could be up to an hour long. What is the maximum size? Content (please ensure you mask any confidential informa…
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Live Agent is not reflecting in Oracle HR HelpdeskSummary: We have followed all the steps mentioned in the video, however we still can't see live agent. Add Chat Agent Privilege Enter the promo code (not required for 24…
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manage saved searches HR Help DeskSummary: Hi all, If I create and save a filter making it available for all agents in service request management page, when I edit this filter will my colleagues see thes… -
Assigned Service Requests are missing in Agents HR Help Desk landing pageSummary: Hi Experts, Agents who are contractors are unable to see Service Requests in their HR Help Desk Landing Page. They are only able to see Service Requests which t…
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Unable to default the Status, Severity and auto close days based on categoryHow to default the SR status, severity and auto close days based on SR category. Business wanted to default Status, Severity and auto close days based on category I have…
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Blank Primary point of contactHi For employee, Primary Point of Contact is auto-selected on HRHD request creation but for agent primary point of contact doesn't show any values. I have tried followin…
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Can we set up email notifications for internal notes on SRs?Summary: Is there a way to set up notifications or emails for when someone leaves an internal note on an SR? Right now, we don't receive any alerts, so it's easy to miss…
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Is it possible to get a full list of the smart actions in HRHD?Summary: **This post was created as part of a How to Service Request (SR) This is related to smart actions in the Nextgen HR Helpdesk request Navigate to Nextgen HR Help… -
What is the difference of enabling Help Desk feature from Help Desk and from Service offeringSummary: Help Desk feature is available under 2 offerings - Help Desk and Service. What is the difference of enabling the feature from Help Desk offering and from Servic…
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'The offering isn't enabled' error message on the HR Help Desk Interactions List pageWould anyone know the origin of the error message 'the offering isn't enabled' on the 'show interactions' page? Path: Open an SR - Select Show Interactions from search b…
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Unable to delete category options from lookup menu from the HR Help Desk request formSummary: In the Category lookup menu why am I unable to delete the values even though it gives me the option to do so. When I select Delete I get the error message attac…
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Service Time per Ticket - Report (Classic HR Help Desk)Hi all, We need a Report to calculate the time between the ticket's opening date and closing date and time, considering customer calendar (Considering work hours and exc… -
A sample Groovy Exp for when the agents claims SR then status should change from New to InprogressSummary: Next Gen:Could you please provide a sample Groovy script for when the agents claims SR(Assign to Me/Assigned to), the status should change from new to inprogres…
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How to hide the name of the person who created the knowledge article?Summary: How to hide the name of the Author in articles in HR Help Desk Content (required): hide name of the author knowledge article Version (include the version you ar…
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Notification to Queue Owner after X amount of days - Request UnassignedSummary: Hi Community! Client has a requirement to issue a notification to the Queue Owner when there are HR Help Desk requests unassigned in the queue after a certain a…
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Case Type menu to produce a set of values using choice menuSummary: I want to create a choice list for the case type. I have been trying to do this in Visual Builder but with no success. For instance when a Case Type such as Dis…
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HR Helpdesk agents being made unavailable/inactive when not actively working on screenSummary: HR Heldesk agents are being made unavailable within HR Helpdesk when they are not actively working on the HR Desktop / HCM Screens. this is happending when the …
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case management primary point of contactSummary: Implementing case management for a customer. Not able to save page due to incorrect party id in primary contact field Content (please ensure you mask any confid… -
Resource's manager is showing blankSummary: We have noticed that the manager of the resources are showing as blank even though we can see that manager is assigned in security console and person management…
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how to enable "Next Gen Human Resources Help Desk User" role for all active employeeWe going to enable HRHD for our UAE client with headcount for 500+ employees. Enabling it manually for all 500+ employees is not possible. Please help me on how we can e…
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Can we increase the character length to 1000 in per_periods_of_serviceSummary: Customer wants to increase the character length to 1000 in DFF which uses table per_periods_of_service , requested review of the existing flexfield fields in th…
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Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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Redwood HelpDesk category alignmentHello! The company I work for has 5 total business units active. I enabled the Redwood Helpdesk in our Dev3 and Test environments so our HR Shared Services team can do s…
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Actions keep bringing up error when submittedSummary: Afternoon all, I'm not sure why this suddenly keep happening but when I create Actions for the Case form I keep getting an error message once its submitted. I h…
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How to set email channel field to blank while sending email?I have a requirement to set the email channel field to blank value when a user attempts to send an email. I have tried this via VB and this region does not seem to be cu…
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Can we display the department of the Primary Point of Contact on the HR Help Desk Summary page?Summary: Hi, My client wants agents to be able to see the department of the Primary Point of Contact on the SR Summary/ Spotlight page (Somewhere in the red region in th…