How do I configure Help Desk so that agents can enable their presence in the global header?

Enable the ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED profile option so Help Desk Agents can set their availability in the global shell using the Redwood user experience. Here's how:

Only enable this profile option if you're using Service Center in the Redwood user experience.

1. Navigate to Setup and Maintenance and open the Tasks panel tab.
2. Click Search from the list of displayed tasks.
3. Type Manage Admin in the Search field.
4. From the displayed list of tasks, click Manage Administrator Profile Values.
5. Search for the profile option code ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED.
6. In the Profile Values region, specify the values in the Profile Value column for the Site Profile Level to Yes if you want all users to set their presence from the global header.
7. Or, set the Site level value to No and add a new row for every user who would set their presence from the global header.
8. Click Save and Close.

Note:

The global header controls are only available in pages within Redwood apps running on AppUI v2.

If you were using the presence feature available before that version, you'll need to revert those changes to configure global presence using following the steps:

1. Navigate to Setup and Maintenance.
2. Click Tasks.
3. Search for the Manage Administrator Profile Values task.
4. Click Search.
5. Click the link for the Manage Administrator Profile Values task.
6. On the Manage Administrator Profile Values page, enter the Profile Option Code: SVC_HD_SHOW_AVAILABILITY.
7. Click Search.
8. In the Profile Values region, set the Profile Value for Site to N.
9. Click Save and Close.
10. Click Done.