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Employee Help Desk Self-Service Assistant – Prompt/Response and SR Action Customization

edited Sep 2, 2026 1:44PM in Help Desk

We are currently implementing the Employee Help Desk Self-Service Assistant (AI Agent) for Oracle Help Desk and have completed the initial setup/configuration.

We have a few client requirements where we are looking for guidance:

1. SR Escalation through the AI AssistantWhen requesting the Assistant to escalate an SR, the Assistant responds that the SR has been escalated successfully. However, when we open the SR, the actual Escalate action/button has not been triggered.

Has anyone encountered this behavior? Does the AI Agent require an additional tool/action configuration or orchestration to perform the actual SR escalation rather than just generating the response?

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