Add Waiting Status to Billing Adjustment Service Requests

Billing adjustment service requests that need manager approval are in the In waiting statuses.

To include the service in user-workload management, this status must be added to the list of qualifying status values for workload capacity management. You can use manage capacities task to add the status to workload capacity management.

Sign in as an administrator into the Oracle CX Sales.

1. Go to Navigator > Others > Setup and Maintenance.

2. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Capacities

3. Select Qualifying Status value corresponding to Service Request.

4. On the Qualifying Status Values page, select Waiting from the No Effect on Workload list. Move the status to the Adds to Workload list to qualify the status as active.

5. Click Apply.

6. Click Save and Close.