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Enabling assigning incidents in a report
Answer ID 10527   |   Last Review Date 02/10/2020

Why are there agents missing from the Assign To option in a report?

Environment

Analytics, Reports
Oracle Service Cloud, All versions

Issue

While viewing an incident in a report, when I try to assign an incident to a particular agent the agent does not show up in the list. I am using the steps: 

Select one or more service requests > right-click > select Assign > choose Incident > expand the desired Group. 

Resolution

While the list provided for assignment is listed by Group, the permissions for this must be enabled per Profile. 

To enable this option: Edit the missing agent's profile > on the Ribbon > in the Show area > click the Permissions icon > click on the Service tab > on the right hand side, under Assignment > enable the Appears in Menus option.

Edit profile, select Permissions from ribbon, Service tab, Assignment section


For more information on other profile options, refer to Profile Permissions.

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