Limit Actions Provided to Employees

Help Desk Administrators can now configure whether employees are given the options to:

  • Close Help Desk Request
  • Copy Help Desk Request

They can be given both, one, or neither to give an experience to meet the business needs.

This can be used to prevent employees from prematurely closing help desk requests if only agents should be closing the requests by policy.

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

To limit the actions that an employee can do:

  1. Under the Navigator, go to Configuration -> Visual Builder.
  2. Navigate to Oracle CX HelpDesk UI Extension App -> helpdesk -> employee > service-request-detail.
  3. Click on the Variables tab.
  4. Click on enableActions.
  5. Choose the appropriate option from the drop-down:
    1. AllActions - Both Close and Copy actions are shown
    2. CloseAction - Only Close action is shown, Copy action is hidden.
    3. CopyAction - Only Copy action is shown, Close action is hidden.
    4. NoAction - The entire action bar is hidden.
  6. Preview to make certain that the change is working as expected.
  7. Publish your changes.

Tips And Considerations

If neither option is allowed, or if only Close is allowed when the help desk request is already closed, the bar at the top of the page is removed.

Key Resources

Once this release is generally available, a video of how to configure this feature will be found at Help Desk - Oracle Video Hub. (https://videohub.oracle.com/category/Cloud+Applications%3ECustomer+Experience%3ECX+Service%3EFusion+Service%3EHelp+Desk/298218042)

Access Requirements

You must have Application Implementer permissions to access Visual Builder Studio.