How can I remove the Copy or Close options from the actions bar?

When viewing a request, by default the action bar has the option to either Close or Copy a request. You can remove one or both of these options. This will prevent employees from prematurely closing or copying help desk requests.

To limit the actions that an employee can do:

1. From the Navigator, go to Configuration > Visual Builder.
2. Navigate 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:
   1. AllActions: Both Close and Copy actions are shown
   2. CloseAction : Only Close action is shown, Copy action is hidden.
   3. CopyAction: Only Copy action is shown, Close action is hidden.
   4. NoAction : The entire action bar is hidden.
6. Preview to make certain that the change is working as expected.
7. Publish your changes.

Note: If neither option is allowed, or if only Close is allowed when the help desk request is already closed, the bar at the top of the page is removed.

For a video demonstration of this feature, see: Limit the Options Given to Employees.