1. Implementing Help Desk
  2. Modify Channel Type Visibility

Modify Channel Type Visibility

Help Desk administrators can disable channels that should not be displayed in the application when an agent composes a message by sending a response or capturing an employee message.

Visibility is shared with Fusion Service and is set up in the Service offering.
  1. In the Setup and Maintenance work area, go to the following:
    • Offering: Service
    • Functional Area: Service Request
    • Task: Manage Service Request Channel Visibility
  2. On the Manage Service Request Channel Type Visibility page, select the Property Value options to enable or disable the selected channel.
  3. Click Save and Close.

    The disabled channels aren't displayed when a message is composed.