1. Help Desk: Questions and Answers
  2. How do I configure Help Desk so that requests can be escalated to a case?

How do I configure Help Desk so that requests can be escalated to a case?

Escalations allow Help Desk agents to forward sensitive issues like grievances to the Case Management team. You can configure HR Help Desk (or Internal Help Desk) to allow agents to copy information from a help desk request to create a case. This topic shows you how to configure this feature.

While grievance processes are the most likely use for this feature, Escalate to Case can be used for any type of escalations your organization needs to forward from the Help Desk to the Case Management team.

For a video demonstration on configuring this feature, see Escalate a Help Desk Request to Case.

Here are the high level steps to enable this feature:
  1. Add the Action Number to the layout for Action Plan Actions in Application Composer.
  2. Create an Action Plan of type HRHD (or ISR) that creates a Case in Setup and Maintenance.
  3. Set the Action Number in the Visual Builder variable that will be executed when an agent performs Escalate to Case in Visual Builder.
  4. Enable the Smart Action Escalate to Case for either the HR Help Desk or Internal Help Desk as appropriate in Application Composer.

Detailed instructions for each step:

1. Add the Action Number to the Layout for Action Plan Actions

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator > Tools > Sandboxes.
  2. From the Tools drop-down list choose Application Composer.
  3. In the left-hand panel, set Application = CRM Cloud.
  4. Navigate to Objects > Standard Objects > Action > Pages.
  5. Under Landing Page Layouts:
    1. Duplicate the Standard layout.
    2. Name the New Layout "Layout with Action Number" or something similar.
    3. Click Save and Edit.
    4. Click the Edit icon at the top of the large box under the Layout Name.
    5. Select Action Number from the Available Fields.
    6. Click the single Right Arrow to move it to Selected Fields.
    7. Click Save and Close.
    8. Click Done.
  6. Complete the same set of steps (a-h) in the step above for Creation Page Layouts and Action Details Layout.
  7. When this is complete, return to the Home Page.
  8. Change the Sandbox Mode to Preview as if Published.
  9. Click Yes to go into Preview mode to test that the Action Number can now be seen.
  10. Navigate back to Setup and Maintenance > Help Desk > Action Plans > Action Plan Actions. If you Create Action or click a link to an existing action, you should be able to view the Action Number.

2. Create an Action Plan that creates a Case from a Help Desk Request

  1. Navigate to Setup and Maintenance.
  2. Select Help Desk from the Setup drop-down list.
  3. In Functional Areas, click Action Plans.
  4. Click the link for Manage Action Plan Actions.
  5. Click Create Action.
  6. Complete all required fields, and any others that you'd like to use.
    • Action = the action name
      • For example, Escalate HRHD to Case for HR Help Desk, (Escalate ISR to Case for Internal Help Desk) or some other unique name of your choosing.
    • Type = Case
    • Visibility = Internal Only
    • Context = HR Help Desk Request
    • Duration = 1 Days (this is irrelevant, but the field is required)
    • Stripe Code = HR HelpDesk Request Stripe
    • Object Link Type = Object Link Type of escalates
    • Check Copy Attachments
  7. Add any attributes that you'd like to include when creating the Case.
    • In the Attribute column, add those fields you want to have set to a value in your escalated Case.
    • In Mapped To, define from where the value for the Case attribute comes.
    • For more details, see How do I manage action plan actions?

      Create Action: Escalate to Case

  8. Click Save and Close.
  9. Click Done.

3. Set the Action Number in the Visual Builder Variable

  1. From the Navigator, go to Configuration > Visual Builder.
  2. Navigate to Oracle CX HelpDesk UI Extension App > helpdesk > agent > service-request-escalate > service-request-escalate-start.
  3. Click the Variables tab.
  4. Enter the Action Number for the appropriate Constant:
    • hrhdActionNumber to escalate an HR Help Desk Request to a Case
    • isrActionNumber to escalate an Internal Help Desk Request to a Case.
  5. Publish your changes. (To test in preview mode before publishing, you'll need to complete the next section first, and then restart Visual Builder Studio from within the Sandbox that you'll create.)

4. Enable the Smart Action "Escalate to Case"

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator > Tools > Sandboxes.
  2. From the Tools drop-down list choose Application Composer.
  3. Click the Smart Actions link.
  4. Type Escalate and enter to search.
  5. Change the value for Enabled to Yes for the appropriate Smart Action "Escalate to Case" for either HR Help Desk or Internal Help Desk.
  6. Close the Tab and return focus to the Application Composer.
  7. Under the Sandbox Mode drop-down list, choose Preview as if Published.
  8. Click Yes to continue to enter the preview mode.
  9. Navigate to Help Desk > Help Desk Requests.
  10. Clink on a link to an existing Help Desk Request.
  11. Type 'Escalate to Case' in the action bar to make certain the option is shown in the list.
  12. To test this feature end to end before publishing, you can start Visual Builder from within the Sandbox Preview, and then Preview Visual Builder. This allows it to be tested end-to-end. Otherwise, you can continue without an end-to-end test.
  13. Return to Edit Mode in Application Composer.
  14. Publish the Sandbox.