How do I configure personalized signatures for help desk agents?

Your agents can create a personal rich text signature that's automatically inserted at the end of a help desk request email message. Agents can manage their own signatures and add images such as a company logo.

Agents who've used SmartText in the past as a way to define their signature might see a performance improvement using this method to create their signature.

You must be an administrator to configure the profile option that enables agents to create personal signatures.

Agents need the Manage Signature (SVC_MANAGE_SIGNATURE_PRIV) privilege to use this feature.

This privilege is included in the standard Job Roles:

• Next Gen Human Resources Help Desk Agent
• Next Gen Human Resources Help Desk Manager
• Next Gen Human Resources Help Desk Administrator
• Internal Help Desk Agent
• Internal Help Desk Manager
• Internal Help Desk Administrator

This privilege has also been granted to the following Duty Roles:

• HR Service Request Administration
• HR Service Request Analysis
• HR Service Request Management
• Internal Service Request Administration
• Internal Service Request Analysis
• Internal Service Request Management

Use the following steps to configure this feature:

You can also see a demo of how to configure this feature here: Create a Personal Signature

1. Go to Setup and Maintenance.
2. Click the Task icon.
3. Click Search.
4. Search for the Task Manage Global Search Profile Options.
5. Search for the profile option code for the type of Help Desk that you're using:
   • ORA_SVC_HRHD_ENABLE_PERSONAL_SIGNATURE for the HR Help Desk
   • ORA_SVC_ISR_ENABLE_PERSONAL_SIGNATURE for the Internal Service Request Help Desk
6. Set the site level profile value to Yes.
7. Click Save and Close.
8. Click Done.
9. You need to sign out and sign in again for this change to take effect.

The agent's signature will be included in the body of the email. You don't need to include more signatures in the email template.