HR Help Desk
Discussion List
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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… -
Next Gen Help Desk - Custom Field Not Visible in Visual Builder Studio PreviewSummary: I have added a custom field via Visual Builder Studio. I can see the custom field on the page designer view but it does not show up when running preview. Is the…
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Email template, Notification Triggers - Client BrandingSummary: Hi all, Is there a way to incorporate a clients branding items on Outbound emails from the HR Help Desk e.g. email footers. I haven't been able to find any docu…
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How come it appears tab "others" with respective features?Summary: Hello, it has been brought to our attention by the client that for help desk profiles the tab "others" appears which previously did not appear Can you tell me w…
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Need to add additional fields while raising SRHi, I am trying to add DFFs on "New help desk Request" screen. We have redwood enabled for Help desk and need to know the steps to capture additional info while raising … -
Can an Agent's Manager override the milestoneSummary: I know that we have an option for agents to override the milestone , but i want the manager of the agents to have that option and not the agents. Is it possible…
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Not able to copy the detailed description message post 24A upgradeSummary: In NextGen Redwood Helpdesk, the service created after the 24A upgrade was not able to copy the detailed description message. Content (please ensure you mask an…
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Where can I find the Help Desk Business Process ModelSummary: Oracle HCM Next Gen Business Process Model Content (please ensure you mask any confidential information): Hi we are going to implement Oracle HCM Cloud Help Des… -
How to solve help desk problems or identify the possible cause?Summary: I am implementing the help desk module in my project, I am starting and I have found many bugs. Content: Hi! I am working with the help desk module in Fusion HC…
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Show BU/Company Name of Employee IssueSummary: 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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helpdesk Dashboard and Request - Unable to show other user on ticket informationSummary: helpdesk Dashboard and Request - Unable to show other user on ticket information Content (required): Version (include the version you are using, if applicable):… -
Is there any way to keep track of deleted Service Request through reporting?Summary: Hi, when a service request is deleted from the system, is there any way to keep track of the deleted service request through reporting? Or is that sr deleted pe…Gianfranco Fariello 15 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Help Desk
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How do Tokens work in Analytics?Summary: What is the logic behind tokens? Is it possible to set them in Italian instead of English? How can this be achieved? Indeed, now we have our system set in Itali…Silvia Stangarone 21 views 1 comment 0 points Most recent by Radhika Abhyankar-Support-Oracle Help Desk -
How to customize the notification that arrive once a message in internal conversation are sentSummary: I'm testing internal conversation for redwood hr help desk and once I send a message, to the TO user (who receive the message) is sent a bell notification, belo…
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How to display the value of a toggle switch in Agent Details page (parent page)?Summary: We have a toggle switch in the agent details page or the parent page. Whatever be the value of it - true or false, it always shows 'O' in the parent page. How c…
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Admin Access for Case ManagementSummary: We are trying to configure the Administrator role for Case Management where the user should be able to access the Cases belonging to their BU and should be able…
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Help Desk Deep LinksHi, I haven't been able to find any documentation on what deep links are supported in HRHD. It would be really useful if we could use links to open a request of a specif…
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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…
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How to set "Assigned To" field to AOR (like payroll respresentative)Summary: We would want to know that if we can have the "Manage columns" helpdesk filter based on AOR (Area of responsibility) like Payroll representative. We would like …
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How to manually modify the effective end date of a party usage without Customer Data Management?Summary: I'm not able to identify resources from Resource Directory because the EFFECTIVE_END_DATE is prior to the today year/date, so I need to update this value withou…
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Where wa can identify the below flag in backend tables?Please help me to find the tables for above snapshot.
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where to find Manage Capacities(Enable Channel Capacities To Be Overridden) flag in backend?Please help me to find the tables for above snapshot
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Not able to Copy messageSummary: The message posted by customer in the nextgen helpdesk, I am not able to copy that, Is there any setup which allows you to copy or disable the copy. The message… -
anonymize the name of help desk agents within SR messageshi, How you can anonymize the name of help desk agents within SR messages. Thanks Gianfranco
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display a message entirely in a service requestHi, I would like to know if there is a way to be able to view a Service Request message entirely, without having to expand the section (either by operator or by user) Th…
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Oracle table information for the help desk moduleHi, we would have some questions regarding Oracle tables related to HR Help Desk data. Is it possible to extract this information? Which employees did a search on HR For…
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the title of the SR if it is very long is not read completely inside the "parent page"Summary: Hy, When handling a Service Request in the "parent" page it does not read completely the request title entered by the requester (if very long) I attach a screen…
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Object Link / Relationship List of Values not updatingHello - I have updated the 'Enabled' Object Link types via Manage Object Link Types. However when I go into a Redwood HRHD Request and use the 'Create Relationship' opti…
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Help Desk - Work RequestSummary: Through the help desk we created a work request for a maintenance work order, Now we need to build the report for the work request can someone share the backend…