How to add "Ask a Question" action option ?

Ayush Mishra2
Tera Expert

‎01-26-2022 11:50 PM

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Susan Britt
Mega Sage
Mega Sage

‎01-27-2022 06:58 AM

From the Standard Ticket Configuration module, validate the "Action widget" value from the "Action Region" tab for the COE table in question.  The HR Standard Ticket Actions action widget should contain Ask a Question already.

Ayush Mishra2
Tera Expert
In response to Susan Britt

‎01-27-2022 07:25 AM

HR Standard Ticket Action is already selected but it is not showing "Ask a question" under Action button.

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Susan Britt
Mega Sage
Mega Sage
In response to Ayush Mishra2

‎01-27-2022 07:44 AM

The "Ask a Question" action only appears in this OOB widget when chat is configured.  It can be confusing, because Ask a Question used to be how employees could add a comment to the case.  Now it is opening the chat.  Do you have chat configured and expecting it to open that; or are you wanting it to allow the employee to add a comment to the case?