Case Management
Discussion List
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Escalate to Case - limited to number of fields displaying in UISummary: When using the Escalate to Case smart action it seems like you can only map to a certain number of fields. Can this be amended? For instance, it would be nice f… -
Request for Guidance on Deleting HRHD Cases Post Environment Clone.Following the P2T activity, we need to delete all cases from the lower instance. Please advise on the appropriate process or tool to delete all cases at once.Prathap Reddy Devarapalli 12 views 2 comments 0 points Most recent by Prathap Reddy Devarapalli Help Desk
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Next Gen:Please provide a sample Groovy expr for when the requester or agent responds to a ticketSummary: Hi Experts, I need help with a sample Groovy expression that when Email sent to the employee (Primary Point of Contact) when an HR (Resource) responds to the SR… -
Does Redwood Case Management have seeded Approval Workflows?Summary: Case Management implementation for our client Content (please ensure you mask any confidential information): we are going to implement case management for our c…
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Need groovy script for notification when case worker is added to the teamSummary: Our Case Managers are created the cases and adding Case Workers to the team. Does anyone have a sample groovy script for this? Content (please ensure you mask a…
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Contact Summary on Case ManagementSummary: In Visual Builder there is a Contact Summary view that can be configured on the Case Management form but I am unsure where to view this. Can you advise where th…
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Case Management SearchI'm not very familiar with HR Help Desk or Case Management, so reaching out for some help. When using the Cases landing page, I am trying to search for cases that includ… -
Unable to find/filter out list of Cases by contact namesSummary: In case management I have created a number of Custom Contact fields in application composer. I used the Dynamic choice list field option and Selected the Contac…
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Guidance on custom contact creation in Case ManagementSummary: Hi, is there guidance/documentation on how to specifically create custom contacts in Case Management? Content (please ensure you mask any confidential informati…
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hr help desk new categories are not showing upSummary: Content (please ensure you mask any confidential information): Hi Team, This is a related issue-as far as i know I have enabled all the profile options but I ha…
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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HRHD Stripe vs CRM StripeSummary: Currently, we are using the HRHD stripe for both HR Help Desk and Case Management. What are the benefits and draw backs of sharing the HRHD stripe? Should we us…
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Is it possible to add values under document category while uploading files?Hello Team, While creating a case, when a document is being added/loaded, under the type, instead of miscellaneous, can other file type names be added? How to do so and …
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Contact field types not working properlySummary: I am trying to understand why the contact fields are not working correctly. I have customised contact fields as a lookup value but when I save the contact names…
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Once I've created an Action will I be able to change the stripe code?Summary: Once I've created an Action will I be able to change the stripe code? Content (please ensure you mask any confidential information): Version (include the versio…
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Case Management: Requirement for Cases to be Restricted to certain Case managersSummary: Our customer has a requirement for Cases that are related to HR employees to only be visible to specific Case Managers. We've tried creating a custom field and … -
Custom contacts field in Case Management not loadingSummary: I want to create a number of custom contact fields in Application Composer which will be used on the Case Management form. When I select the Case Object I am un…
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Redwood Case Management - Security based on QueueSummary: 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 the…
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Steps to be followed after refresh helpdeskHi Team, After the refresh, the helpdesk is not working properly. The agent page is not opening, and notifications are not being triggered. They are triggered in some ca…
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Custom Fields in Case Management for REST calls are not getting savedSummary: We are implementing grievance management and have a requirement to include a few custom fields such as Business Unit, Union, and Department. To support this, we…
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Rename Attachment Category in HR Help Desk and Case ManagementSummary: I would like to rename the Miscellaneous Attachment category to 'External'. How can I go about doing this? Content (please ensure you mask any confidential info…
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Strange issue with ISR and Cases with VBS/RedwoodWe are trying to explore functionality to implement Internal Service Requests and Cases. We are trying to use the Category (for ISR) and Case Type (for Cases) to hide fi… -
I want to change/update custom fields based on the changes made to another custom fieldSummary: I want to change./update custom fields based on the changes made to another custom field Content (please ensure you mask any confidential information): I want t…
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Help Desk Request formSummary: Good day all! Within the HR Help Desk request form it is displaying the category field but the options are not listed. When i select the drop down icon it appea…
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Case Worker cannot edit caseSummary: Case workes are unable to edit cases all of a sudden. I checked all the permissions and privileges and they have the correct rights. I have a list of case worke…
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25A Employees Creating CasesSummary: Is there a role required for employees to create cases? Our users will have the Next Gen Help Desk User role and employee roles. Will they be able to create cas…
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Custom Fields on Create Case page to have List of Values rather than free textSummary: We are having custom fields for Create Case page, but all of them are text fields. We want to have some of the fields to have a list of values that the user can…
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Custom Access Group Rule Not WorkingSummary: We've created custom access groups for Case Workers and Case Managers. Case Workers should have access to the cases where they are a member of the team. We are …
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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…