Can I limit actions provided to employees?

To prevent employees from prematurely closing help desk requests, Help Desk administrators can configure whether employees are given the option to close or copy requests.

Here's how to limit what the employee can do:

1. Navigate to Configuration > Visual Builder.
2. Go to Oracle CX HelpDesk UI Extension App > helpdesk > employee > service-request-detail.
3. Click the Variables tab.
4. Click enableActions.
5. Choose the appropriate option from the drop-down list.
   • AllActions: Both Close and Copy action is displayed
   • CloseAction: Only Close action is displayed and Copy action is hidden.
   • CopyAction: Only Copy action is displayed and the Close action is hidden.
   • NoAction: The entire action bar is hidden.
6. Preview to make certain the change is working as expected.
7. Publish your changes.