How do I manage scheduled processes for help desk requests?

You can set various profile options and schedule job processes for help desk request management.

You must use some of the profile options along with the job processes to achieve the results you want. For example, when you set the profile value for closing a resolved request after N number of days, you should also schedule a job process that closes requests. Run scheduled processes to manipulate a set of records for a specific business need, or to get printable output with information about certain records. Some processes do both. For example, to import records and provide a report about them.

Here's a table that describes the job processes you can schedule to manage help desk requests.

Job Process Name	Description
Auto-Close Internal Help Desk Service Requests	Closes requests that were resolved a certain number of days ago, and resolves requests that have been in waiting status for a certain number of days. The number of days for both the scenarios is set using the SVC_ISR_IN_RESOLVED_DAYS, SVC_ISR_IN_WAITING_DAYS profile options respectively.
Auto-Close HR Help Desk Service Requests	Closes requests that were resolved a certain number of days ago, and resolves requests that have been in waiting status for a certain number of days. The number of days for both the scenarios is set using the SVC_HRHD_IN_RESOLVED_DAYS, SVC_HRHD_IN_WAITING_DAYS profile options respectively.
Delete Closed HR Help Desk Requests	Deletes closed HR Help Desk Requests which have been closed for at least a number of days specified by the ORA_SVC_CLOSED_HRHD_RETENTION_DAYS profile option.
Delete Closed Internal Service Requests	Deletes closed Internal Service Requests which have been closed for at least a number of days specified by the ORA_SVC_CLOSED_ISR_RETENTION_DAYS profile option.
Purge Deleted Internal Help Desk Service Requests	Purges requests and their child records that were deleted a certain number of days ago. The number of days is set using the SVC_ISR_IN_DELETED_DAYS profile option.
Purge Deleted HR Help Desk Service Requests	Purges requests and their child records that were deleted a certain number of days ago. The number of days is set using the SVC_HRHD_IN_DELETED_DAYS profile option.
Purge Inbound Messages	Purges the successfully processed messages from the inbound message database tables, based on the retention days specified in the SVC_INBOUND_MSG_RETENTION_DAYS profile option. If the SVC_INBOUND_ENABLE_FAILED_MESSAGE_PURGE profile option to set to Yes, this job also purges inbound messages that failed or weren't processed successfully. This job and the corresponding profile options are shared with Fusion Service.
Load and Update Cloud Metrics for Service	Performs incremental loading and updating of usage and business metrics that are targeted to cloud usage patterns.
Service Request Queue Assignment	Assigns queues to requests. This job takes the following parameters: Work Object Code: Indicates business objects that get assigned to agents, such as, help desk requests. Expected Value: ORA_HRHD_Service_Request_Work_Object or ORA_ISR_Service_Request_Work_Object Candidate Object Code: Indicates objects that are the possible pool of assignment candidates, such as queues. Expected Value: ORA_HRHD_Queue_Candidate_Object or ORA_ISR_Queue_Candidate_Object Assignment Mode (List of Values: Classification, Matching, Scoring, Territory): Indicates the type of assignment processing. Matching is the only mode that's supported. View Criteria Name: Indicates the view criteria used to identify the requests to be assigned. Expected Value: OpenSRsUnassignedToQueueHRHD Bind Variable: Indicates the bind variables required for the view criteria. Expected Value: bindStripeCd=ORA_SVC_HRHD or bindStripeCd=ORA_SVC_ISR Metrics Logging Interval (default value is 100): Indicates the number of work objects in a subprocess before logging assignment metrics, such as update metrics after processing 100 requests. This is used if your object support Enterprise logging for assignment. Diagnostic Mode (check box): Indicates if the process must be run in diagnostic mode to view the details of assignment processing in an output log. Note: This job is shared with Fusion Service but should be set up with a separate parameter for Help Desk. If OMNI is enabled, there isn't a need to run a batch Assignment job. You can add rule condition and assign that rule to Queue Assignment.
Service Configuration Setup	Schedules service setup jobs, such as metrics. This job must be run once during implementation. Ensure that you run this job before you create requests.
Aggregate Service Requests	Enables querying request data for reporting, using the CRM - CRM Service Request Summary subject area. The recommended frequency for running this job is one hour. Note: If you need faster data refreshes, increase the frequency. However, this impacts the performance of the transaction system. This job is shared with Fusion Service.
Monitor Service Request Milestones	Ensures that the request and milestone status are up-to-date and sends an email notification if compliance issues or warning flags are found. This job is shared with Fusion Service.
Purge Service Event History	Evaluates the processed records and retains the data for the days specified in the profile option SVC_EVENT_HISTORY_DAYS_TO_KEEP, while it purges the rest. The recommended frequency for running this job is daily. This job is shared with Fusion Service.
Monitor Action Plan Actions	Evaluates the status of an action plan. This job is shared with Fusion Service.
Execute Incremental Load of Cross-Channel Interaction Data for Reporting	Incrementally loads cross-channel interaction data, for reporting using the CRM - CRM Interaction Aggregate subject area. You must run this job daily to load and update the new data everyday. This job is shared with Fusion Service.
Execute Full Load of Cross-Channel Interaction Data for Reporting	Fully loads cross-channel interaction data, or refreshes the data based on a particular date, for reporting using the CRM - CRM Interaction Aggregate subject area. This is an on-demand job. You must run this job in the following scenarios: The first time data is loaded. Any time the data needs to be refreshed from a specific date. This job is shared with Fusion Service.
Refresh Service Categories for Reporting	Generates the service category hierarchy and stores it in the SVC_CATEGORIES_CF table in a flattened form for ease of reporting. Service category attributes in all service request subject areas obtain data from this table. This process needs to be scheduled to pick up changes to the service category hierarchies to ensure accurate reporting. The recommended frequency for running this job is 1 hour. This job is shared with Fusion Service.
Migrate Service Business Unit Data	Migrates the following business objects from one business unit (BU) to another: Category Channel Milestone Configuration Service Request This job is shared with Fusion Service.
Execute Incremental Load of SR Audit Data for Reporting	Incrementally loads request audit data added since the previous run of the process. Use this job to create business intelligence reports using the Service - CRM Service Request Lifecycle subject area. The recommended frequency for running this job is hourly. This job is shared with Fusion Service.
Unlock Scheduled Process that Incrementally Loads SR Audit data	Removes the process lock created by the Execute Incremental Load of SR Audit Data for Reporting scheduled process, when that process fails to remove its lock automatically. This process should be run only if the Execute Incremental Load of SR Audit Data for Reporting scheduled process is unable to start, and no other instance of that process is currently running. This job is shared with Fusion Service.