1. Help Desk: Questions and Answers
  2. Can I notify all members of a queue?

Can I notify all members of a queue?

You can set up Help Desk to notify all members of a queue to receive of notifications. With this feature, everyone in a queue can be notified that a new issue was routed to them. Here's how you enable the feature for queue member notifications.

To enable this feature:
Attention: If your queues have many agents, defining a notification that's sent to all members, this feature might have a slight impact on performance of the delivery of the notification. Oracle doesn't recommend using the notification recipient option for queues with a large membership.
  1. Navigate to Setup and Maintenance.
  2. Click the Tasks icon to expand the options and click Search.
  3. Enter the task name Manage Administrator Profile Values and click Search.
  4. Click the Manage Administrator Profile Values task.
  5. Search for the appropriate Profile Option Code:
    • For HR Help Desk: ORA_ENABLE_QUEUE_MEMBER_HELPDESK_NOTIFICATIONS
    • For Internal Service Request (ISR) Help Desk: ORA_ENABLE_QUEUE_MEMBER_INTERNAL_SR_NOTIFICATIONS
  6. On the Site Level line, update the value to Yes.
  7. Click Save and Close.
  8. Click Done.

Once you've enabled the appropriate profile option, you need to define and publish a notification trigger through a sandbox in Application Composer.

For detailed instructions, see: How do I define notification triggers?

Now, after enabling the feature and defining the notification trigger:

  1. From the Navigator menu, expand Tools and click Notification Preference Manager.
  2. From the Object drop-down list, select either HR Help Desk Request or Internal Service Request as appropriate.
  3. Click the Add icon.
  4. Complete all the required fields.
    • Enabled: Yes
    • OverrideFlag: Yes
    • Triggering Event: The new notification trigger that you'd like to override to send to the entire queue's resources.
    • Notification Name and Description should give other administrators the understanding of what it does.
  5. For Recipients, click the Edit icon to edit the recipients.
  6. To send notifications to all members of the queue, select the check box option for Bell Notifications or Email Notifications as desired for the line All Queue Members.
  7. Add the New SmartText to give an appropriate message.
  8. Click Publish.
  9. Click Save.

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