Use new AssignTo field template to only show Resources of the Queue

Your administrator can now configure the Help Desk so that the only resources shown in the AssignTo field are those associated with the queue assigned to the help desk request. This prevents agents from assigning to an employee that is outside of the queue resource pool. This is done through the use of a Visual Builder Studio template and can be enabled or disabled using a profile option.

Using this new limitation gives agents and managers a smaller group of agents from which to choose when assigning a resource and also prevents agents from assigning to an incorrect employee with a similar name.

Steps to Enable

To limit the AssignTo field options to only included members of the queue:

1. Go to Setup and Maintenance.
2. Click on the Task icon.
3. Click Search.
4. Search for Manage Administrator Profile Values.
5. Click on the link to the task Manage Administrator Profile Values.
6. Enter ORA_HELP_DESK_ASSIGNEE_LIST in the Profile Option Code.
7. Click Search.
8. Change the Profile Value to QueueMembers, as shown below.

Limit AssignTo to QueueMembers

Tips And Considerations

Note that you will not see the changes until the first time you log in after the changes have been made.

If you are changing the assigned queue, you do not need to save the new queue before the new assignTo list will take effect.

Key Resources

After this feature is generally available, a video showing the use and configuration will be found on Help Desk - Oracle Video.

Access Requirements

No new privileges are required for use of this feature.