Category 757
Discussion List
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How to remove a resource from the resource organization?We have identified some users as resources and added them to the resource organization. How do we remove them as resources later?Sheetal Ravindra Shedbalkar 21 views 2 comments 0 points Most recent by Sheetal Ravindra Shedbalkar Help Desk -
Can anyone explain how a Resource Directory works and how should it be set up for HR Help Desk?What are the ideal steps to be followed to set up Resource Directory and in what sequence? Is the Organization set up first, and then Resources are added? Are Resource T…Sheetal Ravindra Shedbalkar 11 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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Is it possible to add additional fields fields in SR page without VBCSSummary: We would like to add few additional fields on Service Request page. Is it possible to add additional fields fields in SR page without VBCS? Content (required): …
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Canadian French Language Code is not working as expected.Summary: fr-CA' language code is not working as expected in EL Expression Content (required): Requirement: Business need translations on a custom text in Canadian French…
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How to modify Groovy script to send notification (bell) only wen the HD User send a message via WEB?Summary: Hello, I have this groovy script that send notification to the agent (AssigneeResourceId) when a new message is send/add to the service request via web, this ha…
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remove notification on the operator when posting a messageSummary: Hi, If an operator enters a message on the hr help desk, we would like to avoid receiving the notification when he enters the message himself. We found the code…
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Restricting list of records returned in the Affected Person field to those in reporting structureSummary: We are trying to restrict the list of employees returned in the Affected Person field to only the user's direct and indirect report. We've been able to restrict… -
Remove underscore from notification trigger nameSummary: I've created notification triggers under HR Help Desk Request on the Message Child Object to be triggered when the agent/customer responses (sends message) on t…
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Limit Queue Option VisibilitySummary: Is it possible to limit the queues that can be seen by an agent? Content (please ensure you mask any confidential information): We would like to know if you can…
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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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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 … -
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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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 can I find how to add the 'group by' feature within HR Help Desk?Summary: I'd like to add in the 'Group by' feature dropdown within HR Help Desk but cannot find any guidance on how this is done. Can anyone point me in the right direct…
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HR Helpdesk Agent cannot see created queuesSummary: Content (required): Implementing HR HelpDesk 23B Redwood for a client and I am having issues being able to see the queues created through HR Queues by an employ…
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Restricting Access to SmartText and Hiding SectionsSummary: Client asked about "user group" functionality for SmartText Templates (similar to knowledge articles), and about modifying aspects of the popup for entering use… -
Automatic assignment of HR Help Desk requestWhen submitting a request in HR Help Desk When you save, the request is sent and automatically assigned to the corresponding queue. The problem that arises is that it is…
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New page in help deskSummary: After the 23D patch upgrade for helpdesk - I have seen a new task coming up in the help desk Module which is cases after the queue task. Can some one help me to…
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
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…
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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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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…