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 11.13.21.04.0 and later
Information in this document applies to any platform.

Goal

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?

Solution

	To view full details, sign in with your My Oracle Support account.
	Don't have a My Oracle Support account? Click to get started!

In this Document

Goal

Solution

References

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.

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

Applies to:

Goal

Solution

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!