Reopen Help Desk Request

Reopen Help Desk Request is added as an action on the action bar when viewing a request, when this feature is enabled. When the employee opens the request, the status is changed to the preferred status and then the employee can add a message which is added to the request to explain why it is being reopened.

Employees now have the ability to reopen a help desk request without needing access to the status field. This reduces the amount of customization that may be needed and limits the risk of employees changing the status if they are given access to the status field with no extensions done.

Steps to Enable

By default, the Reopen Help Desk Request command is available by default. However, this can be adjusted.

To turn the Reopen functionality on or off, adjust the profile option as instructed below:

  1. Go to Setup and Maintenance.
  2. Click on the Task Icon.
  3. Click on the Search link.
  4. Search for Manage Administrative Profile Values.
  5. Search for the Profile Option Code ORA_HD_EMPLOYEE_ACTIONS.
  6. Set the Profile Value to include ReopenHelpDeskRequest. Note that there are three available values: 
    • CopyHelpDeskRequest
    • ResolveServiceRequest
    • ReopenHelpDeskRequest
      NOTE: When enabling multiple, these should be separated by commas like so: CopyHelpDeskRequest,ResolveServiceRequest,ReopenHelpDeskRequest
  7. Click Save.
  8. Search for the Profile Option Code for the appropriate Reopen status.
    • For HR Help Desk:  ORA_SVC_HRHD_REOPEN_STATUS_CD
    • For Internal Help Desk: ORA_SVC_ISR_REOPEN_STATUS_CD
  9. Set the Status Code value for the Status that is used when a request is reopened.
  10. Click Save and Close.
  11. Click Done.

NOTE: If the deprecated Visual Builder Studio constant, enableActions, is set to anything other than AllActions, this profile option is ignored.

Tips And Considerations

This Profile Option, "Allowed actions for Employee in Help Desk Request Details page action bar" (code ORA_HD_EMPLOYEE_ACTIONS), replaces the Visual Builder Studio constant "enableActions" found under the page Customer Experience (CX) -> Help Desk -> helpdesk -> employee -> service-request-detail, which is now deprecated. If you have changed this constant in the past, we recommend that you adjust the profile option to include only those actions that are desired, and then the Value of the VBS constant should be set back to AllActions, so that the Profile Option is used exclusively.

The Visual Builder Studio constant, enableActions, takes precedence over the profile option, ORA_HD_EMPLOYEE_ACTIONS, if it is set to anything other than AllActions.

Key Resources

After the release is available, a demonstration of the functionality and directions on how to configure your environment and will be found on Oracle Video Hub: Fusion Help Desk.

Access Requirements

All users of the Help Desk have the ability to reopen the Help Desk, as long as the option is provided.