Redwood
Discussion List
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Change Status Wordings in Landing PageSummary: Change from Resolve to Resolved Content (please ensure you mask any confidential information): Customer would like to know if it is possible to change the wordi… -
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 …
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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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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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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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How to default the subject when employee composes a message?Summary: Currently when a message is submitted by employee for a SR, the subject is defaulted to first few characters of the message content, if a subject is not given. …
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Defaulting Severity based on Category using VBS for Help Desk requestsSummary: Hi, We are migrating from classic to Redwood Help Desk and now using the 'Help Desk Requests' and 'My Help' for the new improved experience. We are now working …
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Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
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Mass Update 'Assigned To' Value not populating in HR Help Desk (HRHD)Summary: I enabled Mass Update feature for HR Help Desk Agents as per 23C release in order to bulk assign SRs from one HRHD Agent to another HRHD Agent. I selected few S…
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Next Gen HR Help Desk Ticket Creation Through Email Not WorkingSummary: We are implementing NextGen HR Help desk and enabled profile options to create ticket through email but while testing I have noticed tickets are created for Cla…
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How to hide the name of the agent when there is a message exchange.Summary: How do I hide the agent's name when responding to a message in an SR so that the user cannot see it?
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How to check if Redwood is enabled on a POD?**This post was created as part of a How to Service Request (SR) Release: 23C Summary of the question: We wanted to confirm if Redwood experience is enabled for help des…
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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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We have Old Open Helpdesk Service Request which visible in Report but not in HRHD UISummary: There are couple of Old Service Request which we need to close but we are unable find SR's on UI. As per Oracle Stripe Code has caused this issue. Is it possibl…
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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… -
Solution: Enabling Creation of Additional Custom Text Fields for HR Help DeskSummary: This is part of a series of Quick Reference Guide "Frequently Asked Questions and Answers" Content (please ensure you mask any confidential information): Migrat… -
"# of Open HR Service Requests" We are unable to achieve the open requests of <24 hours, <48 hoursSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
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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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 Help Desk - Remove a field in the Copy Help Desk Request - 23DSummary: Hi All, I am trying to hide a field in the Copy Help Desk Request form. However when try to edit the form in VBS the form does not display. Also there does not …
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In HRHD, want to limit Statuses LOV available when updating SR as an employeeSummary: Employees should not be able to change an SR status to other than New or Resolved Content (please ensure you mask any confidential information): Version (includ…
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how to make LOV depended in VBSSummary: how to make LOV depended in VBS Hi, I have a requirement, I want to make Assigned to Lov depended on Agent Category. Once i select agent category the agent name…
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Tags for Routing in HR Helpdesk Next GenSummary: Using Tags for Routing in HR Helpdesk Next Gen Content (required): I read in the doc that you can use tags for routing. However, I am missing some information h… -
"What do you want to do today" RemovalSummary: Remove "What do you want to do today?" section Content (required): Is the removal of the "What do you want to do today?" section possible? Or at least edit some…
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hide or remove the conversations tabSummary: hy, is it possible to hide or remove the conversations tab in the SR details ? thanks, Best regards Gianfranco Content (required): Version (include the version …
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Action plans limited by SR CategorySummary: Is there a way to limit the list of action plans displayed based on the category selected on the SR? I know we can create action plan categories, but they dont …
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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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Is it possible to enable users to give feedback ?Summary: Is it possible to enable users to give feedback on the service performed by the HR Help Desk Team on a specific Request (SR)? Thanks Gianfranco Content (require…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena…