Category 691
Discussion List
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Agents unable to see help desk request in queue when they are added to queue using import managementWe have a requirement to add agents to queues and the count is high. I used the import functionality as described in and the agents were added to the queues without any … -
Looking for a particular Help Desk Cloud Customer Connect event?The Help Desk team wants to thank all of you who attended our live events in 2024 (and 2023!). If you have a topic you'd like for us to consider in 2025, please let us k… -
HR Helpdesk Agents cannot see the all the tickets assigned to their queue other team membersSummary: Hello Experts, We have done the configuration of HR Helpdesk Nextgen (23A) where HR Queue is mapped to Resource Team and there are many resources in the Team. A…
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How to enable CTI / IVR Integration in Next Gen Helpdesk ?We would like to know about the pre-requisites and related work to enable Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) in HR helpdesk to aut…
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An attachments error occurred:??ATTACH-0207.When going to Help Desk and Help Desk Requests, upon opening an SR and trying to download an attachment the following error appears; An attachments error occurred:??ATTA…
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Closed email/ bell notification is not workingSummary: Content (please ensure you mask any confidential information): I created a groovy script I can use to notify the primary contact for when the request is closed …
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How to hide the 'Do you still need help?' region below knowledge articlesSummary: We would like to hide the 'Do you still need help?' region that is displayed below knowledge articles which are access by the employee using My Help. We have lo… -
How to default "Hourly Paid or Salaried" value based on FLSA value of the selected JobSummary: Business wants the default value as Hourly or Salaried for "Hourly Paid or Salaried" field in the assignment section for Promote/Transfer etc. based on the FLSA…
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How do I get Smart Text to show in the folders and not alphabetical orderSummary: Agents have organised Smart Texts into folders as we are a Global company and this makes it easier to find the required entries. Is it possible Content (please …
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Receive error when updating a knowledge articleHi, I receive the below error when editing a live knowledge article (Actions > Edit > Make changes > Save) I know that this error code means the below but this knowledge…
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Milestone by category - calendar not appearingSummary: I have an availability calendar configured but we are only seeing numbers in the calendar. Please see screenshot attached. Content (please ensure you mask any c…
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Knowledge article rating scale to be changed from five star rating to Sad and happy smileySummary: Currently we have five-star rating and like/dislike rating to rate the knowledge article in HRHD. Is it possible to have Sad and happy smiley as the rating scal…
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Case Management OTBI FieldsSummary: Is there a list of Case Management OTBI fields that are reportable? This would be extremely helpful so I don't have to keep endlessly digging. I've been able to…
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Differences between Add Employee Contact, Add Contact and Add Team Member?Summary: I'm wondering what the differences are within the action bar in Case Management for the items below. My comments are also listed. Add Employee This LOV shows mu…
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Close Request Description not mandatoryHi all, does anyone know if it's possible to make the 'Close Request Description' mandatory for employees? Version (include the version you are using, if applicable): 25A
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Business unit LOV are not populated in cases in helpdeskSummary: while creating case the business unit values are not populated in helpdesk ,how to solve the issue any solution Content (please ensure you mask any confidential… -
Redwood for Help DeskHello community, Could you please tell me the steps to activate the redwood view or UI for the Help Desk module. A new implementation is being carried out and we want to… -
Visual Builder not allowing me to use Page DesignerSummary: Visual Builder not allowing me to use Page Designer Content (please ensure you mask any confidential information): I am in Visual Builder page designer trying t…
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comment section mandatory in helpdesk request pageSummary: when user close the request comment box opens to enter the purpose of closing the request .how to make that comment box as mandatory field Content (please ensur…
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Enabling SMS with HR Help Desk RedwoordSummary: Hello Experts, Have you enabled the SMS with HR Help Desk Redwood version, business need the SMS functionality enabled by which employee can raise SR with SMS a…
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Hide/show fields condition not working on Case Management formSummary: Hide/show fields condition not working on Case Management form Content (please ensure you mask any confidential information): I am using the following the docum…
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MS Teams integration user/team not popuilSummary: In HR Helpdesk (redwood experience) I'm trying start a conversation via a MS Teams Collaboration Channel. The Channel & Tenant are selectable, but When I need t… -
We are trying to implement Collaborate with Microsoft TeamsSummary: We are trying to implement Collaborate with Microsoft Teams from the 23A Implementation Guide. Step 2 says Create a MS Teams App - search for App Studio - App S…
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Case Management - Meeting Details in OTBI ReportHi We need to display the Meeting details captured in the Cases in Case Management Page. I didn't find any fields in OTBI CRM/Helpdesk Case Management Real Time Subject …
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How to restrict the org - asset combination while creating the Internal Help Desk Service RequestSummary: We have use Sandbox to add custom field Org Id as mandatory field while creating Internal Help Desk Service Request through help from Support through SR 3-35602…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…Chandra Shekhar Narayan 38 views 2 comments 0 points Most recent by Chandra Shekhar Narayan Help Desk
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Absence Records link in HRHD Smart NavigatorHi guys, I've noticed that the Absence Records link in the Smart Navigator isn't working. I've raised an SR but I was wondering if anyone else has this problem? Version …
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Is Redwood Knowledge the standard My Knowledge tool for Next Gen HR Help Desk?Summary: We need to understand what My Knowledge will look like and how it will work with Next Gen HR Help Desk. Content (please ensure you mask any confidential informa… -
Applying List binding LOV_StatusCdHRHDWe are getting the following error, please note that we are trying to enable the redwood feature Mass update for HRHD. Any tips or has anyone encountered the same issue?…