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Redwood Case Management - Security based on Queue

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in Help Desk 16 comments

Summary:

Our customer has Redwood Next Gen HRHD - 23A.

They have a licience for HR Helpdesk but not for Service.

I want to use queue assignment based on category for their case management. However when I try to set up the rules for queue assignment the queues which I set up for helpdesk are not available from the dropdown list.

I can only see one default queue which has a strpe code of ORA_SVC_CRM.

Am I correct in saying that the queues need to be set up via Service and not HR Helpdesk? Do you need to have a licience for Service to use this functionality in Case Management.

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