How do I integrate and assign HCM journeys from Help Desk?

You can connect HCM Journeys to Help Desk so an agent can assign Journeys to the primary contact on a help desk request. This allows employees to use the guidance of a Journey. Employees can also browse or search popular Journey resources and start a journey that helps resolve an issue (if configured).

Enable Journeys

For Journeys to be enabled you'll need to:

• Categorize Journeys to be displayed in the Help Desk (optional)
• Enable Journeys to be displayed on the My Help page.
• Add the Journey category using Visual Builder (optional)

Enable Journeys to be Displayed on the Employee My Help Page and Categorize

1. Navigate to the My Help page in Help Desk.
2. Click your photo icon and go to options. Choose Edit Pages.
3. The page will open for Oracle CX HelpDesk UI Extension App > helpdesk > employee.
4. In the Designer tab, click the default rule.
5. Change the name of the rule to Layout with Journeys.
6. In the Section region, click the add icon and add Assignable Journeys.
7. Click the Variables tab.
8. In the Constraints section, click IncludeJourneyInMyHelpPage and change the default value to true. This enables Journeys to be viewed on the My Help page.
9. If you want Journeys to be considered when users are searching through the search bar, enable the constant IncludeJourneyInMyHelpSearch by setting it to true.
10. To filter Journeys so the Journeys section in My Help is limited to a select category or categories, navigate to the employee page (Oracle CX HelpDesk UI Extension App > helpdesk > employee) and use the constant JourneyCategoriesToDisplayForEmp with a list of comma separated values that match exactly the desired categories associated with the journeys to be included.

To Allow Agents to Assign a Journey in Smart Actions

1. Navigate to your existing sandbox or create a new sandbox session.
   To create a sandbox:

   1. In the Navigator, select Sandboxes.
   2. Click Create Sandbox, with the following values:
      • Name = HelpDesk (Note: it's best practice to avoid using names with spaces)
      • Publishable = Yes
   3. Select the tool Application Composer.
   4. Click Create .
2. Navigate to the Application Composer by selecting it from the Tools drop-down list.
3. Click Smart Actions in the Common Setup on the left-hand panel.
4. Type Journey in the search bar and hit Enter on your keyboard.
5. In the Enabled column, change the value to Yes.
6. In the sandbox name drop-down list, select Publish.
7. If prompted, click Continue.
8. Click Done when publishing is completed.

Note:

Journeys are only seen on the My Help page by employees if the journeys can be assigned to the employee.

Employees can assign a Journey to themselves by clicking on the person-plus icon.

Agents can assign a Journey by typing Assign Journey in the Action Bar and choosing the Journey to be assigned.

For more information about integrating Journeys, see the Help Desk Journeys Integration (WN 24B) video on Oracle Video Hub. The video shows the different ways that Help Desk can integrate with Journeys and how to set up the configuration for both the employee UI and for agents.

Access Requirements

To assign journeys to workers, Help Desk agents need the following duty role assigned to them:

• Manage Journey By HR (ORA_PER_MANAGE_JOURNEY_BY_HR)

To view the global journey templates configured by the administrator, and assign the global journey template to themselves, employee users need the following functional privileges assigned to them:

• Explore Journeys (PER_EXPLORE_JOURNEYS)
• View Global Journeys (PER_VIEW_GLOBAL_JOURNEYS)

To view and act on journeys assigned to them, employee users need the following duty role assigned to them:

• Access Journey by Worker (ORA_PER_ACCESS_JOURNEY_BY_WORKER)