Use Help Desk Request Milestones in the Adaptive Search Framework

Search for and prioritize internal and HR help desk requests by the date and time that the next milestone is due. This feature is available for use in Redwood Help Desk saved searches.

Agents can organize and prioritize help desk requests by the milestone due date.

Steps to Enable

The Help Desk Request objects now have two new child objects available in the Adaptive Search framework, which must be enabled in the Configure Adaptive Search task in Setup and Maintenance. Once enabled, fields from the Nearest Milestone due can be added to service request saved searches and list pages to allow users to display, sort, and search service requests based on when the nearest milestone is due.

To enable these objects in adaptive search:

  1. Navigate to Setup and Maintenance.

  2. Click on the Tasks icon on the right-hand side of the page.

  3. Click the Search link.    

  4. Type Configure Adaptive Search.

  5. Click the magnifying glass to initiate the search.

  6. Click the Configure Adaptive Search link.

  7. Click on the Setup tab on the left-hand side of the page and choose the Advanced tab at the top of the page.

  8. Find and expand the HR Help Desk Request and/or Internal Service Request objects in the Object Tree, depending on your implementation.

  9. Under the appropriate request object(s), click on the Milestones object and the Nearest Milestone object, and enable each one. Confirm in each child object that the fields OverriddenDueDate (with display value Due Date), and HeaderFlag (with display value Header), are enabled, and the Include in Object Reference column is also checked for both fields. NOTE: You must enable BOTH the Milestones and Nearest Milestone objects under each request object you are using. 

  10. Save your changes.

  11. From the Actions drop-down, select Partial Publish and publish your changes.

Once the publishing is complete you should be able to show the nearest milestone due date in the list pages for the help desk objects you published. From the respective request object's list page, you can choose Manage Columns and add the Nearest Milestone: Due Date to the list. You do not need to add the header flag to the UI list to get the Due Date to show correctly.