Learn about the new Oracle AI Agent Studio for Fusion Applications: Watch Now
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
Progress with Redwood: Redwood Resources for Oracle Cloud HCM - Go Here
To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
HRHD Queue Owner: Review to Resolve
Summary
Require Queue Owner's direct involvement for escalated tickets - review the proposed resolution and assure satisfactory resultContent
We wanted to assure that escalated (critical) tickets have been adequately resolved via a 'workflow' - a groovy trigger on the Service Request object (Before Update in Database) will determine if a "Critical" SR has had the status updated to "Resolved" by someone other than the Queue Owner, then assign the ticket to the Queue Owner with a status of Review Update (custom status code - could be any). As noted below, you could augment this with a similar notification for 'escalated SR' or rely on another you've built for ticket-assignment to a user.
Tagged:
1