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Next Gen UI: Agents Unable To See/View The Tickets Under 'Resolved' Status, Employee Can See It. (Doc ID 2789087.1)

Last updated on MARCH 29, 2024

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version and later
Information in this document applies to any platform.


Agent goes to Help Desk -> HR Service Request to view their tickets. With the agent view, by default he can view SR’s under all status. He can filter the tickets based on the status selected.

Similar agents can also see the tickets based on New, Waiting & In Progress status but not on ‘Resolved’ Status.

Employee is able to view the tickets under 'Resolved' status but not Agents.

How do we hide this link from UI for Employees/Agents & Admins?



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