Agent View
Discussion List
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Can we rename the Save button when creating an SR?Summary: My client would like to rename the 'Save' button when an Employee/ Agent creates a new SR. Their feedback, especially for users/ employees, is that it's not cle… -
Conversations page not showing any conversations Next Gen HRHDSummary: Hi All, We have migrated Classic HRHD to Next Gen HRHD Redwood and we are testing the conversations features. Currently when we initiate the conversation from S…
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Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
How do track the history of who the service request has been assigned to?Summary: How do we show the history of a ticket, specifically who it has been assigned to as it gets escalated? We are on HR HelpDesk (Next gen) Content (please ensure y… -
Extend Employee Search page in HR Help DeskSummary: My client uses key information from Employee records to identify, discuss and create new SRs. I have updated the SR details page to pull in PPOC Dept, DOB, 1st …
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We want to Restrict Email ID Selection for AgentsSummary: There is a concern regarding how agents select the “From” email address when replying to Help Desk tickets. Currently, all available email IDs are visible to al…
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Redwood HR Helpdesk - How to run server scripts after the current user replies to a HD message?Hi All We are working with Help Desk and are trying to automatically change the status of a request once a user (Primary Point of Contact) has replied to, or sent a mess…
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Queue assignment not working after Next Gen Helpdesk MigrationSummary: Hi All, We completed the migration of Classic helpdesk to Next gen Help desk and during testing we found that the resources which we have added in the Queue are…
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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… -
Hide/remove access to infolets for specific usersSummary: In Germany KPIs such as performance may not be measured at the individual level. It must not be apparent, for example, how quickly an employee has processed or …Viktoria Priona-Oracle 32 views 5 comments 0 points Most recent by RVohra Reporting & Analytics for Fusion Service -
Is it possible to set the fields selected under the Category tab as the default?Summary: Hello Experts, we are using Oracle HCM Cloud HR Help Desk and have a requirement to make the Category field default to a specific value (e.g., Benefits) when a … -
Request is not displayed under “my help”Summary: I have submitted a helpdesk request, but the request is not displayed under “my help”. Content (please ensure you mask any confidential information): I have sub… -
External Contacts in HR Help DeskSummary: We are implementing HR Help Desk and Case Management for a client who is also migrating a significant number of SRs and Cases. As part of that migration in thei…
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Work orders cannot be created from the Help Desk Internal RequestUsers can only create and view work orders from the Internal Service Request page of the Help Desk module when the user has the Maintenance Manager role, but I don't wan…
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Automatically change the Assignee when I modify the queue?Summary: Is there the possibility to automatically assign a SR to a specific resource once the agent change the queue? HR HD Redwood Version (include the version you are…
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Translating Filter Values “true” and “false” for custom checkbox-field in Help Desk RequestsSummary: A custom checkbox field shows “true” or “false” in Help Desk Requests ticket overview, but the goal is to display “relevant” or “not relevant” instead—how can t…
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Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
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Case Management - Restrict cases based on Legal EmployerSummary: Restrict cases based on Legal Employer Content (required): We are implementing the Case Management. There are 2 roles i.e. Case Manager and Case Worker. There a…
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restrict employee from resolving their SRSummary: Hi, We noticed that employees are able to resolve their SRs after opening them We need to avoid this behavior as it was not meant to be for HR Help Desk (If I a… -
Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Display the Queue name in an alphabetical order in Next Gen Human Resource Help DeskSummary: How to display the Queue name in an alphabetical order in Next Gen Human Resource Help Desk of Agent UI Page. For Example, When an agent transfers the Help Desk…
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Why the knowledge articles is not showing in the next gen help desk (Redwood Pages)Summary: We can show the knowledge articles in the service module, but we couldn't see it in the next gen and even can't find it in the search. Content (please ensure yo… -
Is there a way to make the Outcome and Notes required for Live ChatSummary: Is there a way to make the Outcome and Notes required for the agent side of Live Chat when a chat is closed? Content (please ensure you mask any confidential in… -
View Only Access for Agents in Queues they should not receive tickets in.Summary: Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets. Our call center needs to be able to view Tier 2 t…