Agent View
Discussion List
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How to view the old communication in the latest email received by HR Helpdesk user?Hello Everyone, In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, w… -
Next Gen HR Help Desk Action TrackingSummary: Looking for a Next Gen HR Help Desk Redwood replacement page for the previous Activities page or an alternative way for agents to manage their actions. Content …
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Exclude HR Help Desk Service Requests and SR no from notifications signatureSummary: I'm using a groovy script to trigger email notifications to a new team member of Help Desk request but not able to exclude the - HR Help Desk Service Requests a…Claudia Gregorio 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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How to add custom fields in the detail of a service request?hello, We want to expose the Department Name the Position Name and the serial number of the main point of contact of the service request as a field, in the detail of a s…
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Teams/Contacts on Helpdesk agent viewHi team, Could you please clarify the purpose of the "Contacts" and "Team" sections in the agent view of the ticket? Can I add individuals who need to view the ticket de…
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How to hide some of the assignment actions when clicking on Primary Point of Contact NameSummary: How do we hide some of the assignment actions when clicking on the Primary Point of Contact Name in a service request. We are not even licensed for some of thes… -
how to re-opened resolved ticket in HR HelpdeskSummary: How to re-opened resolved ticket in HR Helpdesk? We are implementing next gen HR helpdesk, client want to know what all OOTB options we have to re-open resolved…Deepak_Kesarwani 74 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Add an embedded video within Article in Knowledge Base?Summary: Hi, Would it be possible to add an embedded video within the content of an Article in Knowledge Base? Thank you, Kind Regards Silvia -
Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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Is is possible to restrict resolution code and outcome based on Country or Queue?Summary: We have a client requirement to restrict outcome/resolution code particularly resolution based on Country or Queue. Anyone ever work on such kind of scenario.
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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Alerts or Reminders in Redwood Help Desk or Case ManagementSummary: Alerts or Reminders in Redwood Help Desk or Case Management Content (required): Has anyone developed alerts or reminders in Redwood Help Desk or Case Management…
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Help desk request is not assigning to agentsSummary: Help desk request is not assigning to agents Content (please ensure you mask any confidential information): We are able to create Help desk request, but it is n…
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Exposing employee information in the spotlight regionSummary: I was recently informed that it is possible to expose employee information (i.e. department, job title etc.) within the spotlight region of a HR Help Desk Reque… -
Dashboard columns missingSummary: Dashboard columns are missing. For example, I have "Assigned To", "Creation Date", "Last Updated Date", "Severity", "Status", etc selected as visible columns bu… -
Until when would the request be considered active?Summary: Until when would the request be considered active? Content (please ensure you mask any confidential information): For queue purposes, client would like to know …
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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…
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How to minimize the column width on the Redwood Helpdesk Landing PageFollowing the 24C upgrade, the column widths on the helpdesk landing page have expanded, causing some columns to extend beyond a single view, requiring horizontal scroll…
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Admin/Agent not able to link the knowledge articles in Helpdesk Request.Knowledge Articles are only reflected in My Knowledge. Next-Gen Help Desk User, Agent, and Admin cannot view or add knowledge Articles in Help Desk.
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First Response Metric and Resolution Metric details are not populating in SRAfter Running the Milestone Service Request process we aren't able to view the both Milestone Metric details in the SR.
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How do we scheduled the processes associated with our profile options?Summary: How do we schedule our processes associated with HRHD IN WAITING DAYS, HRHD AUTO CLOSE, etc? We have SVC_HRHD_IN_RESOLVED_DAYS set to 30 days… will the process …
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What is the difference between Message vs Conversation in Help desk?Summary: Message vs Conversation in Help desk? Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable):…
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Restricting Agents from Viewing Other Agents SRs When "Assigned to Me" Filter is RemovedSummary: Content (please ensure you mask any confidential information): Hello everyone, I've noticed that when an agent removes the "Assigned to me" search filter in HR … -
Publish button is disabled in VBCSSummary: Unable to apply the changes in Help Desk pages due to 'Publish' button is disabled in VBCS. Content (required): Has anyone faced this issue on VBCS pages. I hav…
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In the Details of the Service Request appear two new tabs "solution description" -"Resolution Code"Summary: Hello to all, in the detail of the Service Request appear these two tabs that are highlighted, I was wondering if this update is due to release 24 B ? Reading t…
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Missing categories in myhelp and hr helpdesk pageHi Experts, I am facing 3 problems and 2 problems seems to be inter linked and 3rd problem is with category LOV. 1.I was able to create categories and child categories w… -
Can we have a flag on an employee record to show there is an active case?Summary: This may be an idea but I just wanted to clarify there was nothing OOTB. Our client wants to be able to flag to HR Help Desk Agents when an employee has an open…
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How does agent availability work in Next Gen Helpdesk?Summary: I've noticed that agent availability appears to be inconsistent. Sometimes agents are shown as available when they log in, and other times they appear as unavai… -
Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
Can we stop employees from adding attachments to resolved or closed help desk requests?Summary: We need to prevent users from adding attachments to resolved or closed requests. Since adding an attachment doesn't update the "last updated" timestamp or even …