Agent View
Discussion List
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Redwood - HR Helpdesk - Employee Replying to emails sent from the Helpdesk.Summary: Hi I hope you can help. I have set up the functionality where an agent can send an email from a help desk request and the recipient can reply to the email. The … -
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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Which is the privilege to enable intenal conversation?Summary: HR Help desk Redwood I have custom role for SME and Agent. Standard role for the Administrator. Content (please ensure you mask any confidential information): W…
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What are the roles/privileges that enable internal conversations between help desk agents?Summary: Hello, when I want to activate an internal conversation with a help desk agent the recipient "to" search tab doesn't work, it doesn't let me search for any pers…
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How can we tell who is manually assigning Help Desk Requests?Summary: Within our HR Help Desk, some Resources are being manually assigned requests that are not within their area of expertise, so we are trying to pinpoint who might…
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How can I disable the pop-up notifications when there is a new Service Request assigned to agents?Summary: When a new SR is assigned, it triggers a pop-up notification. The notification is unnecessary, and hen it pops up, it prevents them from writing responses and a… -
How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
In Redwood HelpDesk, want to remove the status look up value ( Closed, Resolved) in the mass updateSummary: In Redwood HelpDesk, recently enabled the mass update feature Now we need to customize or remove the status lookup value in the mass update feature to restrict …
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How to default landing page columns?Summary: Hi, We want to add the resolved by column by default. Im not able to find the layout in VBCS to add or remove fields. On VBCS there is no component i can edit o…
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Make the field editable in HR helpdesk redwood pageSummary: Make the fields under summary in SR request form as editable Navigation :- Help Desk > Helpdesk request > select any request > Click on edit button Make the fie…
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How to set Assigned To field as RequiredHi Experts, I need your advise on setting Assigned To field as Required. Here is a screenshot of the same. I tried sandbox, but Page Composer option is unable to achieve… -
Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ…
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How can I modify a Saved Search for HR Help Desk (NextGen) Agent ViewSummary: We are running through a first run of implementing NextGen HRHD. On the Agent Request landing page (https:///fscmUI/redwood/helpdesk/list-hrhd?entity=HRHDServic… -
HR Help Desk requests not assignedWhen a request is created in HR Help Desk it is not assigned to the agent or the queue. It is worth mentioning that before it worked correctly, the queue configuration, …
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How can I set default value for a custom single choice field in Next Gen HRHD?I have created a custom field using App Composer for a NextGen HRHD page. It's a single choice list with list of values. I am trying to set one of these values as defaul…
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Help Desk Requests error after VBS PublishSummary: Hi - We recently made some custom configuration changes in our VBS tool for Next Gen Help Desk (this includes custom fields, field templates, etc.). After publi…
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Redwood HR Helpdesk Role - View and reply to Web MessagesSummary: What role is required to allow the HR helpdesk agents to view and reply to internal messages that are sent via a conversation. Content (required): The HR Help D…
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Redwood HR Helpdesk 23C - Queue Security - Quick QuestionSummary: Hi All, I have a quick question about queues and agents. If an Agent is not a member of a queue, they create a request and assign it to that queue. Should they …
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Redwood - HR Helpdesk - Paused MilestonesSummary: Is it possible to restart a HR Helpdesk milestones when an employee updates the request? Currently the milestone is paused when the status of the request is at …
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Redwood - HR Helpdesk23C - Reply to emailsSummary: Hi Experts. Thankyou for your time. I need some guidance regarding Redwood HR helpdesk. The customer has a requirement for the employee to be able to reply to e…
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in employment information, the system first shows old employment relationships and not current onesSummary: By logging into the system as a help desk operator, going into the detail of a SR and clicking on the name of the main contact going into the employment informa…
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Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next Gen?Summary: I have a question about the analyses/reports in the HR Dashboard. Is it possible to set the visibility of the respective analyses for the roles in Helpdesk Next… -
Missing Primary Point of Contact and Assigned To when Ticket Has been assignedSummary: The "Primary Point of Contact" and "Assigned To" fields are showing as blank on the main agent UI after a ticket has been assigned or moved into a different sta…
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Redwood - HR HelpDesk Resource Manager, Resource Teams, Resource Hierarchy, Resource OrganisationSummary: Hi All, Is there any documentation on Resource Organisations, Resource Hierarchy, Resource Manager and Resource Teams. I am unable to find sufficient informatio…
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Redwood - HR Helpdesk-23C - Show Audit HistorySummary: Hi, is there a reason why the 'show audit history' only displays results when the agent has the role 'Next Gen Human Resource Help Desk Manager'? Should this fu…
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Agency job referral invitation link not workingSummary: Content (required): the link is inconsistent and does not land on the invitation link page. Is there any solution. Please help. Version (include the version you…
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Security Views for Disciplinary and Grievances reportSummary: Security Views for Disciplinary and Grievances report Content (required): Hi All, Is there any secured views available for disciplinary and grievances report? I…
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How can we do the changes on HelpDesk Landing Page UI?Summary: How can we do the changes on HelpDesk Landing Page UI? Content (required): We are trying to do changes on the HelpDesk Landing Page like Adding Creation Date an… -
Agents can manage and modify only THEIR OWN Service Requests?Summary: 1) Would it be possible that Agents can manage and modify only their own assigned Service Requests? 2) Is point 1) doable if Agents are able (and have the role)… -
Redwood Next Gen Human Resources Help Desk RolesSummary: Hi Experts, I need some advice. I have copied the Next Gen Human Resources Help Desk Roles for Agent, User, Manager and Administrator. The only role that allows…