HR Help Desk
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 … -
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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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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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… -
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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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HR Help Desk Dashboard Infolets creationSummary: How to create an infolet for the new HR Help Desk Dashboard Content (please ensure you mask any confidential information): We are exploring the use of the new H…
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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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I am not able to see the queues in HR Helpdesk.Summary: I have created the queue in HR helpdesk but not able to access this queue. When I opened the Queue screen then any queue are not visible as seen in the below sc…
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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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Nextgen HR HelpDesk Error - Milestone configuration isn't defined for service request business unit.Summary: 1. Enabled “Service Entitlements” (Offerings -> Help Desk -> Opt-In Features) 2. Setup Availability , Standard Coverage , Default Coverage using Subscription Ma…
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Service Request is not visible to Agent in Next Gen Help Desk.Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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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…