Outcomes and Resolutions

Oracle Help Desk provides ready-to-use outcomes and resolutions. Administrators can configure additional outcomes and resolutions.

Oracle recommends that you use the task Manage Outcomes and Resolutions for Internal Help Desk Requests or Manage Outcomes and Resolutions for HR Help Desk Requestsif you want to associate the outcomes, and display the configured items as drop-down list menu in the Resolve Service Request dialog box.

The Manage Outcomes and Resolutions for Internal Help Desk Requests or Manage Outcomes and Resolutions for HR Help Desk Requeststask is used when administrators want to create new resolutions and map them to outcomes. The task must only be used when administrators want to create new resolutions and don't want to map them to outcomes