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How to trigger notification to agent when SR is assigned automatically or manually by other for NextGen HRHD (Doc ID 2813064.1)

Last updated on DECEMBER 06, 2022

Applies to:

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


when ever employees wants to raise an service request, they navigate to -> HR help desk -> My Help to raise an SR. When they raise an SR, based on the assignment rules set, the request should rout to an agent based on their availability and presence.

Now the customer requirement is that, When ever the SR is assigned to an agent based on assignment rules set (automatically) and also in case if SR is assigned to an agent manually by Admin or by another agents or by Resource managers, Agents to be notified via Email and Bell notifications irrespective if the SR is assigned automatically or manually.


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