How do we allow agents to open incidents from a report?
Analytics, Record Command Link
Record Command Links are those actions (or active links) available to agents when a report is generated. These links include: Open, Copy, Delete, Print, Forward, and Propose. The way you add/remove a link to be used within a custom report is by enabling or disabling Record Command Links.
To add a Record Command Link to a report:
Open the report you want to edit
If your report has more than one output level, click the Level drop-down menu on the design surface and select the level you want to add links to.
Click the Display tab on the ribbon
Click the Links button and select the link you want to add to the report. When you add the first record command link to your report, the Action column is added to the report.
Click the arrow on the Save button on the Quick Access toolbar and select a save option.
Note: If the link you want to add to the report is not displayed on the Links button, verify that the associated record command for the link is enabled and that the record type you want the links to apply to is selected as the default record.
For additional information, refer to the 'Add Record Command Links to a Report' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.