Start Conversation with Details

Help Desk agents often start an internal conversation to clarify or escalate an issue, and it is helpful or necessary to provide context about the help desk request to the recipients of the message. Agents can now easily include the detailed description and message threads as background information when starting an internal conversation. The agent can choose which attributes, attachments, and threads to include. The agent is also given an opportunity to edit the new conversation to redact any portion of the messages or give additional introductory text before sending the background details as part of the internal conversation.

This saves the agent time since they do not have to either copy the messages manually or explain the details in their own words to the recipient of the conversation.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

You will need to enable the Smart Action "Start Internal Conversation with Details" to enable this feature.

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator -> Tools -> Sandboxes.
  2. From the Tools drop-down choose Application Composer.
  3. Click on the Smart Actions link.
  4. Type "Conversation" and Enter to search.
  5. Change the value for Enabled to Yes for the Smart Action "Start Internal Conversation with Details" for either HR Help Desk Request or Internal Service Request.
  6. Close the Tab and return focus to the Application Composer.
  7. Under the Sandbox Mode drop-down, choose Preview as if Published.
  8. Click Yes to continue to enter the preview mode.
  9. Navigate to Help Desk -> Help Desk Requests.
  10. Clink on a link to an existing Help Desk Request.
  11. Type "Start Internal Conversation with Details" in the action bar to make certain the option is shown in the list.
  12. Return to Edit Mode in Application Composer.
  13. Publish the Sandbox.

You can also change the options for what attributes can be included when Starting a Conversation with Details. See the video for more details.

Key Resources

After this release is generally available, a video of how to configure this feature will be found at Help Desk - Oracle Video Hub.

Access Requirements

Any user with the privilege to start an internal conversation also has the privilege to start an internal conversation with details once this feature is enabled.