1. Help Desk: Questions and Answers
  2. What are the profile options for Help Desk?

What are the profile options for Help Desk?

Administrators and setup users manage help desk profile options and schedule job processes from the Setup and Maintenance work area.

Some of the profile options must be used along with job processes to achieve the results you want. For example, after setting the profile value for closing a resolved request after N number of days, schedule a job process that closes requests.

To enable the profile options, follow these steps in Setup and Maintenance:

  • Offering: Help Desk

  • Functional Area: Help Desk Request

  • Task: Manage Profile Options for Internal Help Desk Requests or Manage Profile Options for HR Help Desk Requests

The following table describes the various profile options for internal help desk requests:

Internal Help Desk Profile Option

Description

SVC_ISR_IN_RESOLVED_DAYS

Defines the number of days after which any resolved request is automatically closed. This profile option must be used along with the Auto-Close Help Desk Requests job process.

Make sure the following two conditions are met:

  • The SVC_ISR_IN_RESOLVED_DAYS profile value must be set to 1 or greater for the Auto-Close Internal Help Desk Service Request job to run.

  • The SVC_ISR_IN_RESOLVED_DAYS profile value must be set to 0 to disable the Auto-Close Internal Help Desk Service Request job.

SVC_ISR_IN_WAITING_DAYS

Defines number of days for which a help desk request must be in Waiting status before the request is auto resolved. This profile option must be used along with the Auto-Close Internal Help Desk Service Request job process. For more information, see Scheduled Processes for SR Management.

Make sure the following two conditions are met:

  • The SVC_ISR_IN_WAITING_DAYS profile value must be set to 1 or greater for the Auto-Close Internal Help Desk Service Request job to run.

  • The SVC_ISR_IN_WAITING_DAYS profile value must be set to 0 to disable the Auto-Close Internal Help Desk Service Request job.

SVC__ISR_AUTO_CLOSED_STATUS_CD

Defines the status code to use for auto-closing requests that have been in Resolved status for at least the number of days specified by SVC_ISR_IN_RESOLVED_DAYS. This profile option must be used along with the Auto-Close Internal Help Desk Service Requests job process.

SVC_ISR_AUTO_RESOLVED_STATUS_CD

Defines the status code to use for auto-resolving requests that have been in Waiting status for at least the number of days specified by SVC_ISR_IN_WAITING_DAYS. This profile option must be used along with the Auto-Close Internal Help Desk Service Request job process.

SVC_ISR_DEFAULT_SEVERITY_CD

Sets the default Severity value for a new request.

SVC_ISR_DEFAULT_STATUS_CD

Sets the default Status code for a new request.

SVC_ISR_IN_DELETED_DAYS

Defines the number of days after which a deleted request is purged. Although a soft deleted request is in the database, it can't be retrieved or updated from the UI or REST APIs. Once purged, requests are completely removed from the database. This profile option must be used along with the Purge Deleted Internal Help Desk Service Requests job process to purge requests.

When a soft-deleted request created from an inbound email is purged, all data associated with that request is also purged from the inbound message tables.

SVC_ISR_PROD_CATALOG_USAGE

Internal Help Desk Request Product catalog usage.

Set value to INTERNALSERVICE.

ORA_SVC_DELETE_CLOSED_ISR_ENABLED

Enables automatic deletion of a request that has been closed for at least the number of days specified by the ORA_SVC_CLOSED_ISR_RETENTION_DAYS profile option. This profile option must be used along with the Delete Closed Help Desk Requests job process.

ORA_SVC_CLOSED_ISR_RETENTION_DAYS

Defines the number of days for which a request must remain closed before it's deleted. Deletion can be undone. This action is applicable only when the Delete Closed Service Requests Enabled profile option is set to Yes. This profile option must be used along with the Delete Closed Help Desk Requests job process.

The following table describes the various profile options for HR help desk requests:

HR Help Desk Profile Option

Description

SVC_HRHD_IN_RESOLVED_DAYS

Defines the number of days after which any resolved request is automatically closed. This profile option must be used along with the Auto-Close HR Help Desk Service Requests job process.

Make sure the following two conditions are met:

  • The SVC_HRHD_IN_RESOLVED_DAYS profile value must be set to 1 or greater for the Auto-Close HR Help Desk Service Requests job to run.

  • The SVC_ISR_IN_RESOLVED_DAYS profile value must be set to 0 to disable the Auto-Close HR Help Desk Service Requests job.

SVC_HRHD_IN_WAITING_DAYS

Defines number of days for which a HR Help Desk request must be in Waiting status before the request is auto resolved. This profile option must be used along with the Auto-Close HR Help Desk Service Requests job process.

Make sure the following two conditions are met:

  • The SVC_HRHD_IN_WAITING_DAYS profile value must be set to 1 or greater for the Auto-Close HR Help Desk Service Requests job to run.

  • The SVC_HRHD_IN_WAITING_DAYS profile value must be set to 0 to disable the HR Help Desk Auto-Close Service Requests job.

SVC__HRHD_AUTO_CLOSED_STATUS_CD

Defines the status code to use for auto-closing requests that have been in Resolved status for at least the number of days specified by SVC_HRHD_IN_RESOLVED_DAYS. This profile option must be used along with the Auto-Close HR Help Desk Service Requests job process.

SVC_HRHD_AUTO_RESOLVED_STATUS_CD

Defines the status code to use for auto-resolving requests that have been in Waiting status for at least the number of days specified by SVC_HRHD_IN_WAITING_DAYS. This profile option must be used along with the Auto-Close HR Help Desk Service Requests job process.

SVC_HRHD_DEFAULT_SEVERITY_CD

Sets the default Severity value for a new request.

SVC_HRHD_DEFAULT_STATUS_CD

Sets the default Status code for a new request.

SVC_HRHD_IN_DELETED_DAYS

Defines the number of days after which a deleted request is purged. Although a soft deleted request is in the database, it can't be retrieved or updated from the UI or REST APIs. Once purged, requests are completely removed from the database. This profile option must be used along with the Purge Deleted HR Help Desk Service Requests job process.

When a soft-deleted request created from an inbound email is purged, all data associated with that request is also purged from the inbound message tables.

ORA_SVC_DELETE_CLOSED_HRHD_ENABLED

Enables automatic deletion of a request that has been closed for at least the number of days specified by the ORA_SVC_CLOSED_HRHD_RETENTION_DAYS profile option. This profile option must be used along with the Delete Closed Help Desk Requests job process.

ORA_SVC_CLOSED_HRHD_RETENTION_DAYS

Defines the number of days for which a request must remain closed before it's deleted. Deletion can be undone. This action is applicable only when the Delete Closed Service Requests Enabled profile option is set to Yes. This profile option must be used along with the Delete Closed Help Desk Requests job process.

The following table describes the various profile options that are shared between Help Desk and B2B Service:

Profile Options Shared with B2B Service

Description

SVC_ENABLE_AUDIT_IN_SR

Enables or disables auditing of field value changes.

SVC_ASSIGN_TO_QUEUE_ON_CREATE

Assigns a Help Desk request to a queue automatically when the request is created.

Note:

The preferred way of assigning to a queue is by using Omnichannel assignment. If Omnichannel is enabled, this profile option is ignored.

SVC_PUID_FORMAT

Defines the format for the unique reference number on each Help Desk request.

For example, every Help Desk request number consists of a prefix and radix. Let's say that you select HRHD _ as the prefix and No alphanumeric conversion as the radix. Without this formatting profile option, the Help Desk request numbers are generated as HRHD_1, HRHD_2, and so on. Now suppose you use this formatting profile option and the value is 000000. Then the Help Desk request numbers are generated as HRHD_000001, HRHD_000002, and so on.

For more information about configuring the prefix and radix, see "Configure the Prefix and Radix for Help Desk Requests."

SVC_INBOUND_ENABLE_FAILED_MESSAGE_PURGE

Enables or disables purging of inbound messages that fail or aren't processed successfully. When the value is set to Yes, the purge job deletes the records corresponding to such messages from the inbound message tables.

SVC_ATTACHMENT_UI

Defines the attachment view for a Help Desk request. There are thee types of attachment options you can provide:

  • Classic: Enables users to select the type of attachment, category, and enter the name and description for each attachment.

  • Basic: Enables users to only select file type, browse and upload attachments to the Help Desk request.

  • Advanced: Enables users to select the type of attachment, category, and enter the name and description for each attachment. You can also upload files with the drag-and-drop feature, or extract all files after they're uploaded.

SVC_EVENT_HISTORY_DAYS_TO_KEEP

Specifies the number of days for which the Help Desk request event history details such as update and create must be retained. The data beyond this value is purged.

SVC_INBOUND_MSG_RETENTION_DAYS

Specifies the number of retention days for successfully processed inbound messages. After the specified number of retention days, the successfully processed inbound messages are deleted from the inbound message tables.

SVC_ENABLE_MESSAGE_CORRECTION

Enables you to edit the text of the Internal Note and Employee Entry Help Desk request messages that you have previously created and posted.

SVC_ENABLE_RESOLVE_SR

Enables the ready-to-use workflow for resolving a request. This profile option is disabled by default. When enabled, the Resolve Help Desk Request action on the Action Bar opens a dialog box that captures the outcome and resolution, and enables you to enter resolution notes.

Note:

If this profile option isn't enabled, you can still manually set the Help Desk request status to Resolved.

ORA_SVC_DELETE_CLOSED_SR_ENABLED

Enables automatic deletion of a request that has been closed for at least the number of days specified by the ORA_SVC_CLOSED_ISR_RETENTION_DAYS profile option. This profile option must be used along with the Delete Closed Help Desk Requests job process.

ORA_SVC_CLOSED_SR_RETENTION_DAYS

Defines the number of days for which a request must remain closed before it's deleted. Deletion can be undone. This action is applicable only when the Delete Closed Service Requests Enabled profile option is set to Yes. This profile option must be used along with the Delete Closed Help Desk Requests job process.