Include description when using Start Internal Conversation with Details

When an agent uses the action "Start Internal Conversation with Details," the Problem Description is now included as an option for inclusion by default without any custom configuration being needed.

Improved convenience for the user, since the description is likely to be included in new conversations.

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.

If you already have enabled Start Internal Conversation with Details, you won't need to do anything additional. However, if you have not, you will need to follow the instructions outlined here:

You will need to enable the Smart Action "Start Internal Conversation with Details" as outlined in https://docs.oracle.com/en/cloud/saas/readiness/service/24c/shde-24c/24C-helpdesk-wn-f33396.htm.

  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.

Tips And Considerations

It is possible to 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 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 to use this enhancement.