How to send Email and Bell notification to Queue Owner when the SR is assigned to Default Queue in NextGen HRHD (Doc ID 2821877.1)

Last updated on MAY 06, 2022

Applies to:

Goal

On : 11.13.21.07.0 version, Service Request

Need Groovy script to trigger Email,Bell notification to Admin when ever SR is assigned to 'Default'

Hi Team,

Customer are early adopters of Next Gen UI.

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 will be assigned to an agent based on their availability and presence.

But there are some scenarios, where if the selected category doesn't match any defined queues, in those cases all the SR are moved or placed under 'Default' queue.

Customer requirement is that whenever any SR comes and sits under 'Default' queue, an resource is assigned to it. i.e. Admin is assigned as an resource to this queue. So he needs to be notified with email and bell notification so that he can take necessary action based on the information provided in the SR.
 

Solution

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