PeopleSoft CRM Help Desk and Third-Party Help Desk Application Setup Considerations

You can integrate PeopleSoft CRM Help Desk and third-party help desk applications with PeopleSoft Maintenance Management using the Integration Broker. You must perform the normal setup procedures for PeopleSoft Maintenance Management, as well as set up assets in the PeopleSoft Asset Management asset repository. This provides the foundation to enable you to create work orders from help desk applications.

Additional activities that you must perform include:

• Setting up Integration Broker and activating application messages from PeopleSoft Maintenance Management to the help desk application on both the help desk application and PeopleSoft Maintenance Management databases, which include:

  • COPY_PROBLEM_TREE

    This message copies the problem tree to the help desk application for all problems that have the publish data flag selected. These are the problems available to the help desk agent when creating a work order.

  • COPY_SHOP_LOC

    This message copies all shop locations to the help desk application. These are the shops (service locations) available to the help desk agent when creating a work order.

  • COPY_WM_PRIORITY

    This message copies priorities to the help desk application. These are the priorities available to the help desk agent when creating a work order.

  • COPY_WO_STATUS

    This message copies the work order statuses to the help desk application. These are the work order statuses returned to the help desk from PeopleSoft Maintenance Management when a work order is added or updated.

  • SYNC_REQ_WORK_ORDER

    This message enables the help desk agent to add or update work orders. This message creates a work order in PeopleSoft Maintenance Management when the help desk agent invokes the Create Work Order related action on a case. The message updates a work order in PeopleSoft Maintenance Management when the agent changes the contact information on the case.

  • SYNC_RSP_WORK_ORDER

    This message returns an Add or Update status to the help desk application. If the Add work order is successful, this message returns the new work order number and its initial status. If unsuccessful, this message returns the errors encountered trying to create the work order.

  • SYNC_WM_WO_KEY_EVENT

    Send work order key events to the help desk application. Key events include: work order status change, work order description change, and request for more information from the work order technician.

• Setting up Integration Broker and activating all application messages from PeopleSoft Asset Management to the help desk application on both the help desk application and PeopleSoft Asset Management databases.

  See documentation PeopleTools PeopleSoft Integration Broker

  See PeopleSoft Asset Management Setup Considerations.

• Setting up problems in the problem tree.

• Selecting the Publish Data flag for the problems you want to be available to the help desk application.

• Entering work order default values (business unit, service group, type, and priority) for all problems to be published to the help desk application.

• Executing the COPY_* messages to populate the corresponding tables in the help desk application.

See PeopleSoft Maintenance Management System Overview.