Use Quick Edit in Help Desk to Update Spotlight Attributes
Help Desk Agents now have the ability to Quick Edit those attributes that appear in the Help Desk spotlight area. In the past, these were only available to change through the details page.
Quick Edit
With a click of the Quick Edit pencil icon, these fields become editable, making a quicker and easier way to change attributes like the Status or Severity.
Steps to Enable
To enable this ability:
- Go to Setup and Maintenance.
- Click on the Tasks icon.
- Click Search.
- Search for Manage Administrator Profile Values and click the resulting link.
- Enter ORA_HD_ENABLE_QUICK_EDIT in the Profile Option Code and Search.
- Change the Value to Yes.
- Save and Close.
Tips And Considerations
Prior to 25C, we had only read-only fields, so if there are existing extensions, turning on Quick Edit does not guarantee the newer editable version of the fields. If this occurs, you will need to update your extension to use the newer fields and templates.
Conversely, if no extensions have been made and you want to make only some of the fields editable, you may need to revert some of the fields shown to be the read-only versions.
Fixed Choice List (FCL) fields are mapped automatically and don't require a specialized field/function when in quick edit mode as compared to viewing the spotlight fields. However, for more complex fields or card templates (such a person pickers), you will likely need to set these up so that they automatically switch between read-only and editable depending on whether inline editing is enabled.
The following fields are now editable in the Spotlight Area and the new Visual Builder template name used for each. Note that if any extensions have been made previously to the spotlight area or if it is desirable to have some of the spotlight fields editable while others are not, that the HRHD Detail Flow(s) may need to be extended, using the fields below.
Spotlight Fields
| Label | Read Only Field Name | Editable Field Name | Editable Template Name (or required function) |
|---|---|---|---|
| Status | StatusCdMeaning | StatusCd | EditStatusTemplate |
| Severity | SeverityCdMeaning | SeverityCdTransient | EditSevTemplate |
| Assign To | AssigneePersonName | AssigneeResourceId | Edit:AssignTo Template |
| Queue | QueueName | QueueId | Edit:Queue Template |
| Primary Contact | PrimaryContactPersonId | PrimaryContactAssignmentNumber | {{ $componentContext.enableInlineEdit ? 'PrimaryContactAssignmentNumber' : 'PrimaryContactPersonId' }} |
| Category | CategoryName | CategoryId | {{ $componentContext.enableInlineEdit ? 'CategoryId' : 'CategoryName' }} |
Key Resources
After this feature is generally available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.
Access Requirements
Anyone with Edit privileges for the Help Desk Request will have the ability to use the Quick Edit functionality.