Agent View
Discussion List
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na… -
Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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Uses of Tags in Next Gen HR Help DeskSummary: Tags are enabled for Redwood HR Help Desk in 24A. Client would like to know on its uses. Can it be used for filtering or routing to queues? Content (please ensu…
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"Assigned To" field drop down doesn't display any valuesSummary: After the creation of the service request, the SR is not assigned to any agent in the queue, and also the "Assigned To" field drop-down doesn't display any valu…
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Next Gen Helpdesk - User able to view the request even if they are not Primary Point of contactSummary: Updating Primary Point of contact Content (please ensure you mask any confidential information): Hi Team, We have updated the primary point of contact using Too… -
How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …
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24B Live Chat Configuration documentation for HelpdeskSummary: Can anyone guide me as to where to find the 24B Live Chat Configuration documentation for NextGen Helpdesk. Content (please ensure you mask any confidential inf…
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Alert for Create Service Request via Email FailuresSummary: Create Service Request via Email works 99% of the time. For the 1% that fail, is there a way to create an alert to notify Help Desk Managers and Agents in real-…
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Unable to send message to assigned person through Web or Email channel type in oracle Help DeskSummary: We are unable to send messages or emails to assigned users, even though selected the channel type. getting an error "Channel isn't selected". Kindly assist with…
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Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
HRHD - Update Primary Point of contact for Closed SRsSummary: After Global Transfer no visibility for Old BU SRs Content (please ensure you mask any confidential information): Dear Team We have a requirement in HR Helpdesk…
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Can we add non agent as resources for HR Help Desk Action Plan?Hi All, Does anyone know how we can add non hr help desk agent as resource for HR Help Desk action plan? I have tried adding employee as resources in "Manage Resources" …
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For how long a service request remain in the system?Summary: Hi. I did not set up the sheduled process that delete the Service request after tot. days. Here my question, for how long I will have access to a service reques…
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How long can a help desk service request remain in the system?Summary: hello, if I do not set the ORA_SVC_DELETE_CLOSED_SR_ENABLED profile option that allows the automatic deletion of a SR that has been closed for at least the numb…
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How to route service request raised by user to the agent of the user's business unit?Hi, We have a requirement where the customer needs to automatically route the service request to the agent that belongs to the concerned user's business unit or legal em… -
1Assignment Rule based on Department in Case ManagementSummary: We would like to auto assign the cases to the Queues based on the combination of Department and Category. However, we could not find the Department object to in…
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Change a dynamic Page Name in Help Desk - Agent and Employee viewSummary: Can anyone let me know how to change the Name of a Dynamic Page in Redwood. I'm interested in changing the - Help Desk - name - New Help Desk Request and the Al…
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What is the reference element for keeping a resource inside a queue?Summary: Hi, Our client encountered an anomaly on an sme this resource (sme) changed from an internship type contract to a fixed-term contract, thus changing the matricu…
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How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…
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Conversation replies in case managementSummary: We've configured Redwood HR Helpdesk with an Action to Case Management. Email channels for HRHD are active, working as expected. However, when sending email fro…
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the search field in the conversations tab doesn't workSummary: in the conversations tab, I can't send messages to other operators as the operator search doesn't work, it doesn't give me any selectable results Do you have to…
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Show BU/Company Name of EmployeeSummary: Is the Business Unit or Company Name of the employee able to be shown in the SR? We are using Redwood Help Desk. Content (please ensure you mask any confidentia…
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Is it possible to retrieve service requests that have been closed for a long time ?Summary: Hi, is it possible to recover a sr opened for example 3/4 years ago? Or after a maximum number of time sr's are automatically deleted by the system? Thanks Gian…
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Expose Resolve status template using Visual BuilderSummary: The outcome, resolution and description fields are no longer exposed in the Edit HD request page for Agents. How can we expose this group again using the dynami…
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Issue with Suppressing Zeros in Formula Column - Assistance NeededDear Oracle Community, I'm currently facing an issue with suppressing zeros in a formula column within a form. Despite enabling the "Suppress 0/Missing" option, the supp…
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NextGen HR Helpdesk - Groovy Script for defaulting assignment detailsSummary: Groovy script not defaulting current assignment BU Content (please ensure you mask any confidential information): We have custom Business unit field created to …
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Remove Employee/Internal Service/Everyone in User GroupSummary: Is there a way to remove them? Content (please ensure you mask any confidential information): Customer would like to know if those can be removed since they are…
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Limit Queue Option VisibilitySummary: Is it possible to limit the queues that can be seen by an agent? Content (please ensure you mask any confidential information): We would like to know if you can…
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How can I hide the SR from agent that aren't in the queue where the SR is?Summary: Hello. I need some agent to be in some specific queues and also not able to see the sr opened in the queue that are not in. Is there any way or setup to segrega…