Helpdesk Agent is unable to Escalate HRHD Request to Case — Cloud Customer Connect
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Helpdesk Agent is unable to Escalate HRHD Request to Case

in Help Desk 2 comments

Hi

The HelpDesk Agent is unable to Escalate the Service Request to Case from his login.

Agent opens the SR, and calls the Action - Add Action → Escalate HRHD Request to Case. It shows the case mapping details. When he clicks the Submit button, nothing happens and SR is not transferred to Case.

Only users with Case Manager role is able to perform this action. The expectation was Agents only should transfer the SRs to Case.

Helpdesk Agent has Seeded Next Gen Helpdesk Agent role assigned. No Case related roles are assigned.

Thanks

GK Anand

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