HR Help Desk
Discussion List
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We have requirement to setup Automatically status change for Helpdesk SR's when response receivedHi There, We have received requirement to setup HRHD automatically status change of SR's when customer user send response via email. Status should be changed from On=Hol… -
HR Help Desk API is not fetching any dataSummary: I am trying to use GET method for HR Help Desk API. I am getting the error as 'Definition SourceCd of type Attribute is not found in SrAllCategoriesEO.' and fai…
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Help Desk access Read-OnlySummary: I am looking into the possibility of granting Read-Only access to HD Agents so they can have access to certain type of HD requests but not be able edit them. Ca…
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Add Relationship type to Case ContactSummary: Relationship field has been enabled in the CaseContacts layout. However, we are not getting option to choose the relationship type. It is not editable field. Co…
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Service Request opened for a specific Category should be Restricted to a Specific AgentSummary: Service Request opened for a specific Category should be Restricted to one Agent Content (required): Is it possible to configure a solution where an employee's … -
Can we assign service request in HR Help Desk to Team?Is there a way to assign a request to Team instead of individual resource or agent? If yes, what are the configuration task that need to enabled? Thanks, Dinesh S -
Does Redwood Case Management have Approval Workflows?Summary: Does Redwood Case Management have Approval Workflows? Content (please ensure you mask any confidential information): Does Redwood Case Management have Approval … -
How to add a saved search view to My Help (employee view) - Next GenSummary: We have a requirement to hide the help desk requests that are created using OIA forms from employee view, until relevant Subject, category, queue, status, sever…
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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 …
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24A: ENHANCED SECURITY FOR CASE MANAGEMENT DATAHi Team, Can you please assist me on this new feature. url-https://www.oracle.com/webfolder/technetwork/tutorials/tutorial/cloud/r13/wn/helpdesk/releases/24A/24A-helpdes…
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Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Is there a way to use categories and queues for both HR Help Desk and Case Management?Summary: We are implementing both the Redwood HR Help Desk and Redwood Case Management. The requirement was set that both applications are using the same queues and cate…
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Is there a way to bulk import attachments and message history for the HR Help Desk object?We are currently trying to bulk import the HR Help Desk object as a way to migrate the legacy Help Desk Requests from the old system to the new system as part of the imp…
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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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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 default the business unit of the primary contact in Nextgen Help DeskSummary: Can we default the business unit of the primary contact in the employee and agent pages using VBS? Can someone please share the steps to achieve this? Content (…
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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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Visibility/Security of HR Queues within HR HelpdeskContent (required): “HR queues” are created for tagging of identified resources within the system. Currently we have multiple Legal entities in our enterprise structure …
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Can't add resources to Help Desk QueueSummary: Content (please ensure you mask any confidential information): Employee has all Payroll and HR roles required and all HR Helpdesk required, they match a colleag… -