Latest documentation on NextGen Help Desk implementation or usage
NextGen Help Desk still refers to classic help desk functionality and configurations
Hi Oracle Team, the Implementation guide and Using guide are still referring to Classic Help Desk functionality and causing lot of confusion for the consultants who are working directly on NextGen Help without knowledge on Classic one. And there is scope of committing a solution which is not possible in this.
For example: Updating agent capacity, Keyboard Shortcuts and Delete SR or messages options are few to name, that are not available in NextGen. Since the existing documentation talks about these functionality, we promise this to client and it doesn't work when we try to achieve this. Next process is to raise an SR with Oracle and conclude this functionality is not available in NextGen. It would be difficult to communicate this to client with different answer.