1. Help Desk: Questions and Answers
  2. How can I notify all members of a queue for help desk related events?

How can I notify all members of a queue for help desk related events?

When a notification event is defined, here's how you can identify all members of a queue as recipients of the notification.

Note:

Many agents defining a notification that's sent to all members might have a slight impact on performance in the delivery of the notification. Oracle recommends that you don't use this notification recipient option for queues with a large membership.

To enable this feature:
  1. In Setup and Maintenance, click the Tasks icon to expand the options and click the Search link.
  2. Type Manage Administrator Profile Values and click Search.
  3. Click the Manage Administrator Profile Values task.
  4. 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
  5. On the Site Level line, update the value to Yes.
  6. Click Save and Close.
  7. Click Done.

Once you've enabled the appropriate profile option, you now need to define a notification trigger as you typically would through a sandbox in Application Composer then publishing it.

For detailed instructions on defining a notification trigger, see: How do I define notification triggers?

After enabling the feature and defining the notification trigger do the following:

  1. From the Navigator menu, expand the Tools section 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 + Add.
  4. Fill in all required fields and drop-down lists.
    • 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 an understanding of what this does.
  5. In Recipients, click the pencil icon to edit the recipients.
  6. To send to all members of the queue, click the checkbox 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.

For a video demonstration showing this configuration, see: Notify All Members of a Queue