How do I modify lookups for Help Desk requests?

Administrators can change lookups for help desk requests. Optionally, you can map status values to status types. By default, the following five Status types exist for help desk requests:

A help desk request always has one of these status types. However, administrators might want to display different labels for status types or change the display sequence. For example, this might be useful in situations where you want to distinguish between statuses as "In Progress - Troubleshooting" versus "In Progress - Repairing." This procedure maps one or more Statuses to status types.

The following tasks are used to change the request lookups for Internal Help Desk:

Internal Help Desk Tasks

Task	Description
Manage Severities for Internal Help Desk Requests	Manage the values and color coding that indicate the severity of the issue to the employee for Internal Help Desk Requests.
Manage Status Values for Internal Help Desk Requests	Set up Status Values for Internal Help Desk Requests and map them to the required status type.
Manage Outcomes and Resolutions for Internal Help Desk Requests	Set up Outcomes and Resolutions for Internal Help Desk Request wrap-ups.
Manage Profile Options for Internal Help Desk Requests	Set up Profile Options for Internal Help Desk Requests.
Manage Categories for Internal Help Desk Requests	Set up the category hierarchy that describes the nature of the Internal Help Desk Requests submitted by the employee.

The following tasks are used to change the request lookups for HR Help Desk:

HR Help Desk Tasks

Task	Description
Manage Severities for HR Help Desk Requests	Manage the values and color coding that indicate the severity of the issue to the employee for HR Help Desk Requests.
Manage Status Values for HR Help Desk Requests	Set up status values for HR Help Desk Requests and map them to the required status type.
Manage Outcomes and Resolutions for HR Help Desk Requests	Set up Outcomes and Resolutions for HR Help Desk Requests wrap-ups.
Manage Profile Options for HR Help Desk Requests	Set up Profile Options for HR Help Desk Requests.
Manage Categories for HR Help Desk Requests	Set up the category hierarchy that describes the nature of the HR Help Desk Requests submitted by the employee.

The following tasks are shared between Help Desk (both HR and Internal Help Desk) and the Service offering (used by the CX solution). Important: See the Caution note in the following procedure.

Shared Tasks Between Help Desk (both HR and Internal Help Desk) and B2B Service

Task	Description
Manage Service Request Internal Priorities	Review and define lookup values that provide choices for a Service Request's Priority.
Manage Service Request Channel Types	Specifies the origin of the service request and the communication mechanism of each message.
Manage Service Request Sources	Specifies the source or user interface where the request was created.
Manage Service Request Resolutions	Specify the values identifying how the Service Request was ultimately resolved.
Manage Service Request Problem Types	Specifies the type of problem reported in the request.

To change lookups:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Help Desk
   • Functional Area: Help Desk Request
   • Task: Select All Tasks and click the task you want to change.
     Caution:

     If the task doesn't specifically say Internal Help Desk or HR Help Desk, it's a shared task. Changes in tasks that are shared with the Service offering will impact the setup for existing service requests (used in CRM and the previous generation HR Help Desk). If your company is using the CRM Service application or the previous generation help desk, be sure to coordinate any changes to shared tasks with the Service Administrator.

2. In Lookup Codes, click the lookup code that you want to change.

3. Change the fields to correspond to your needs.

4. Click Save and Close.

5. Repeat the procedure for all the help desk request lookup tasks.

The help desk request lookup is changed.