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Resolved! Can I edit work notes / additional comments in the case

Hi team,  I'm curious I'm sure this was already asked in some manner - as an HR agent/fulfiller, after I had put in work notes or comments in the HR Case, there are instances where I need to make an edit (as opposed to adding a net new work notes). H...

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SNhydrone by Tera Contributor
  • 998 Views
  • 2 replies
  • 3 helpfuls

Issue with Attached Knowledge Articles to HR Case records

Hi all,When attaching a Knowledge Article to an HR Case record, the article does not get associated, and there are no entries being created in the "Knowledge Applied to Tasks" (m2m_kb_task) table. Does anyone have any ideas on how to resolve this?Tha...

Attachment Visibility in HR Agent Workspace

Hi all, In the core UI, the attachments are displayed at the top of the HR Case form, allowing the HR Agent to see immediately if the customer has attached a document. Is it possible to implement something similar in the HR Agent Workspace? Currently...

Resolved! Document Templates vs HR Document Template

Hi, I woul like to know the difference between two modules, Document Templates and HR Document Templates which is under HR Administration.I could configure PDF generation with Document Temlates but I wonder it might be better to use HR Document Templ...

How does the "Follow" button changes the label after click?

Hi guys, I am trying to replicate the functionality of the "Follow" button, meaning that when you click the "Follow" button it changes the label to "Following", when you hover it after it changes to "Following", it appears "Unfollow", and when you cl...

rafas_10 by Tera Guru
  • 241 Views
  • 3 replies
  • 0 helpfuls

Email sending is not working

I created a new Email Account based on my location and entered the port values and server details. I also confirmed that it is active. I went into Email Properties and enabled all the checkboxes. However, emails are not being sent, whether internal o...

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wkhong by Tera Contributor
  • 276 Views
  • 1 replies
  • 0 helpfuls

SLAs and Automating State Changes

Hey HRSD Community, Our resolution SLAs function based on group, state, and priority - a common model/design. A key pain point for the teams using these SLAs is the constant back-and-forth of switching between In Progress and On Hold, essentially sta...

Matt93 by Mega Guru
  • 340 Views
  • 3 replies
  • 1 helpfuls

Resolved! ACL on workspace not working as expected

Hi,I want to hide CSM workpace from the below list for users having "sn_hr_sp.hrsp_employee" role I created two ACLs but it is not hiding for the users.The user have snc_internal role and sn_hr_sp.hrsp_employee  I added snc_internal role in role sect...

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Rosy14 by Tera Guru
  • 590 Views
  • 3 replies
  • 0 helpfuls

How to add a reference field in HR Agent Workspace Case creation

Hi everyone, I hope you are doing well. I'm trying to add a reference field to HR Case creation on HR Agent Workspace but I am not getting the expected result. Currently I have a field called HR Service that shows a list of available HR Services for ...

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rafas_10 by Tera Guru
  • 322 Views
  • 2 replies
  • 0 helpfuls