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Disabling a staff account
Answer ID 570   |   Last Review Date 07/22/2019

How can I temporarily remove or disable a staff member from being assigned incidents and accessing the administration pages?

Environment:

Staff Accounts
Oracle Service Cloud, All supported versions

Resolution:

You can either permanently disable a staff account or temporarily disable the account.  Several features in the staff account affect how a staff account can be disabled.

Note: Any staff accounts marked as Disabled from Assignment, Disabled from Assignment/Report Filters, or Permanently Disabled, will not count towards your licensed users. You will be billed for the staff accounts that were enabled at the peak count of a service month. Also, any staff accounts that are locked by the administrator will not be counted. However, it is still recommended to move disabled accounts out of chat-enabled profiles. This will ensure chat seats are not consumed by a disabled agent account.

Description of Disabled Options

When disabling a staff account, you have several features that can be enabled or disabled, depending on your specific business processes:

Not Disabled: Select this option to make the account available for assignment to incidents and other types of records and to display the account in report filters. This is the default option.

Disabled from Assignment: Select this option to exclude the account from being assigned to incidents and other types of records.

Even with the Disabled from Assignment selected, incidents or answers CAN be assigned directly to a staff member by a business rule. That is, if you have a business rule that assigns specific incidents directly to the staff member, if you select Disabled from Assignment box, the rule will still assign incidents directly to that staff member. Instead, in this case, you need to edit the rule and activate the ruleset.

If you use a rule to assign incidents to a queue and that queue is set to distribute incidents via round robin to staff members whose profile includes the queue, the round robin assignment only includes staff members who can be assigned incidents. That is, if the staff member is disabled (by having the Assignment box checked), that staff member will not receive incidents via the round robin assignment.


Disabled from Assignment/Report Filters:  Select this option to exclude the account from being assigned to incidents and other types of records and from appearing in report filters.

You cannot disable a staff account for the views and reports option if the account is used in business rules. If you try to disable the Views/Reports option when that account is used in a rule, when you click Update, a pop-up window indicates which rules include actions associated with that staff member. If necessary, modify the associated rules to remove the staff member and then edit the staff account again to disable from the views and reports.

Any report schedules that are set to run from the account will automatically be updated to run from the Administrator account instead.


Permanently Disabled: Select this option to permanently disable the account. Accounts that are permanently disabled display in the reports but can not be re-enabled.

You cannot disable a staff account for the views and reports option if the account is used in business rules. If you try to disable the Views/Reports option when that account is used in a rule, when you click Update, a pop-up window indicates which rules include actions associated with that staff member. If necessary, modify the associated rules to remove the staff member and then edit the staff account again to disable from the views and reports.

Any report schedules that are set to run from the account will automatically be updated to run from the Administrator account instead.

Note: Beginning in November 2014, the login/username for a permanently disabled account cannot be reused for a new account login/username.


Account Locked: Select this check box to temporarily lock the staff account. You might choose to do this if, for example, a staff member takes a leave of absence. This check box will also be selected automatically if a staff member has exceeded the number of invalid logins or has an expired password. Clear the check box to unlock the staff account.

Important! When temporarily disabling accounts, only the Account Locked option prevents the staff member from logging in to the administration pages. Staff accounts that are disabled from assignment or views and reports CAN still log in. If the account is permanently disabled, the staff member can no longer log in to the administration pages and the account cannot be re-enabled at a later time.


To temporarily disable or to re-enable a staff member, use the steps below:

  1. From the Configuration items, select Staff Management > Staff Accounts by Groups. 
  2. If the account has already been temporarily disabled, it will display in Italic text.
  3. Right-click on the account name and select Open.
  4. In the Account Details, modify the Disabled Section accordingly.
  5. Click Save.

Note: By default, the standard Accounts reports (Accounts by Group, Accounts by Manager, and Accounts by Profile) display only active accounts and accounts that have been temporarily disabled. Accounts that have been permanently disabled are not displayed. To change the accounts displayed, click the Search button on the ribbon and select the accounts you want to view. When displayed on the report, temporarily disabled accounts are shown in italic text and permanently disabled accounts are displayed in gray text.

For additional information, refer to the 'Add or edit staff accounts' 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.