Category 691
Discussion List
-
Assigned to field not populating on landing pagesAssigned to field is not populating any names on landing pages. Assigned To does show on the Details page and the Edit page but it is not pulling over to the Agents Assi… -
How can I auto-populate the content of subject and problem description field in HR Helpdesk?Summary: There is a requirement to auto-populate the content of subject and problem description field while creating a service request in HR Helpdesk. Can someone please…
-
Defaulting "Employee ID" field with the respective Person Number of the EmployeeSummary: We have a field as Employee ID while creating the HR Helpdesk Sr , we want to automatically populate this field with the respective Person number of the employe…
-
Calendar field is not allowing for Action Plan template creationSummary: I am trying to create an Action Plan which will be produced in a case. However I can not set the calendar field when I go into Setup and Maintenance > Service >…
-
Search Filter : My subordinates are members of Queue Not workingSummary: Hello Everyone , We have 2 setups in the application one reporting manager and another is Queue. Below is the structure : Manager : A Under A we have 2 Subordin…
-
Can ticket category/type be restricted in HR Help Desk by role or some other meansSummary: Can we suppress ticket types based on a role. For example, if there was a Job Creation Ticket Type could you hide this from regular employees and only have it v… -
Redwood HRHD - 23B - Create Notification when a request is raised via emailSummary: Hi Experts, I need to pick your brains. I have configured the system to automatically create requests when the employees send an email to the HR email address. …
-
Default Response Channel - HRHDWe are trying to remove the None response channels when replying in HRHD. Currently, the agent can select None/Email/Web and update the service request. Is there any way…
-
How do I delete actionsSummary: Content (please ensure you mask any confidential information): I am trying to delete a few of my actions but it keeps bringing up the error message below. I hav…
-
Unable to change the Subject for Acknowledgement mailSummary: Unable to change the Subject for Acknowledgement mail as I dont see any option to do it Content (please ensure you mask any confidential information): I am able…
-
Can we default the Channel type to 'None' in SR spotlight page when Agent responds to userSummary: Hi All, We have a requirement where when an Agent tries to respond to user in Redwood page, the channel is set to 'Web' by default and the Agent has to toggle i…
-
Difference between reassign and transfer service requestSummary: Hi community, I'm struggling to understand what the difference is for the manager and agent between using the Assigned To through the Help Desk Request Details …
-
Is there a way to create a Date field with a start and end date in Application Composer?Summary: Is there a way to create a Date field with a start and end date in Application Composer? Content (please ensure you mask any confidential information): I want t…
-
Agent presence and availability tool functionalitySummary: Agent presence and availability tool functionality Content (please ensure you mask any confidential information): I recently enabled the presence tool for a cli…
-
How can HD Agents create an SR for non employeesSummary: Client needs an option to create Help Desk SR's for non employees. Client will receive calls form community or parents of students, these would be all non emplo… -
Created categories not appearing in the drop down for a HR Helpdesk RequestI have created some new categories, assigned them Business Units, set them to active and they have category code and name. When I open up the new Service Request workspa…Paul Howard-Miller-237778 806 views 7 comments 0 points Most recent by Rajaraman Subramanian Help Desk
-
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
-
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…
-
Unable to delete Attribute when creating Action Plan ActionSummary: Unable to delete Attribute when creating Action Plan Action Content (please ensure you mask any confidential information): When I create an Action in Manage Act…
-
Restriction of roles through Help Desk category management.It is required to restrict roles by managing categories. A copy of the Next Gen Human Resource Help Desk Administrator role was made for data security policy configurati…
-
HR Helpdesk - Audit HistorySummary: Hi All I have a quick question about HR Helpdesk Audit History. Currently the system will only allows the agents to view a maximum of 30days audit history on an…
-
Case Management: Multiple cases open after adding an action or action planSummary: Multiple cases open after I add an action or action plan. The number of new cases that auto open depends on how many actions there are. Is this the expected beh…
-
How do you translate a knowledge article?Summary: I am unable to translate knowledge articles and unsure why. I see it is possible on Oracle Help Center but, I do not have the "Translate" dropdown under actions…
-
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… -
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 …
-
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…
-
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…
-
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…