We have a separate knowledge base for our Policy library, and I want to add another search element to the Agent Assist (on the right side bar of Agent Workspace). I tried to get assistance from HI support, but they only pointed me to documentation th...
I have a record producer with a text field variable. If i type any keyword in the text field, i need to get all the matching search results say for eg: kb article/hr cases/record producers, using genAI feature(mandatory).@SumanthDosapati @Ankur Bawi...
HI All, We found an issue where the report on the dashboard is not working as expected.We have created a simple report based on assignment group, state and group by assigned to, but the report is showing only the tickets assigned to themselves not al...
Hi,A case is sent to the Manager for approval but Manager has the below options available: I tried to figure out the solution but does 'Configure Choices' the right solution as in that case it doesn't trigger the next action of 'Awaiting Acceptance' ...
What is the process flow of tickets in ITSM and HRSD together? How are these two interconnected?
Hi i recently configured AWA which is auto assigning cases to agents which is working good, so by OOTB functionality observed that there is a inbox card where agent can accept/reject HR case like below screenshot But my question is there a way can w...
How to update Your Employee card (at a glance) on HR case or interaction record in HR Agent Workspace.
Hi, I am trying to run down how to auto-populate a PDF form field. The field is "date signed" and should be auto-populated with the date that the form received a signature from the employee. I believe this involves PDF Template Mappings but am t...
Hi,I have a requirement where I need to create a list in HR agent workspace which shows the HR cases having the skills of logged in user. I see in UX list we can only add the simple conditions but not script. Can anyone guide me here how can I do tha...
Hello, I have a field, Appraisal Due Date, on an Employee Relations case form, which I'll like to HIDE if the form was submitted via the self-service portal. I thought just setting up a UI Policy would solve my problem, but it didn't. Is there any...
We've noticed recently in our production instance that emails coming from personal email addresses create a case from the Guest user account. It is my understanding that the OOB "Create HR Case" inbound action is meant to handle this by searching for...
Is there a way to clear conversation history from the Virtual Agent? I can see there are Conversation / Conversation Message tables but I dont want to start deleting records out of those until I'm sure there's not a "real" way to do this. Thanks!...
Hi,###What I want toUsing the Todo content from content publishing, I would like to change the status of the content task to "Close Complete" when the Content type is "View Link" and the Portal link is clicked, without pressing [I've Completed Viewin...
Hi, we are implementing the feature to transfer with existing case number. However, we are realizing that if we have a notification that gets sent to a user, the URL on the notification (which will contain the sysid of the initial case) will direct t...
Hi All,Based on my study I understand it is always recommended to use OOTB COEs and not create new COEs based on the flexible data model designed and we also have 57 OOB system delivered HR Services but still we can create new HR Services and then wo...