Configure HR Help Desk Email

Use the following tasks to configure HR Help Desk email.

Configuring Outbound Email Profile Options

As one of the most common channels of communication, HR Help Desk Agents frequently use email to respond to employees and to forward service requests to other authorized internal resources. In addition, HR Help Desk uses email to send automatic system responses to employees for events such as the submission of a service request.

To configure the HR Help Desk email channel, a number of configuration activities are recommended.

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

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Outbound E-Mail Profile Options for HR Help Desk

2. Configure the following profile option types with the appropriate System Response Email Templates.

   Note:

   If you don't have HR Help Desk-specific Email Templates, refer to the Related Links section for links to Email Template documentation.

   The following list shows profile codes that end in '_HRD' and are used in HR Help Desk service requests. Non-HR Help Desk service requests can also use similar profile codes, but without '_HRD' at the end.

   • SVC_SR_RESPONSE_TEMPLATE_NAME_HRD

   • SVC_SR_FORWARD_TEMPLATE_NAME_HRD

   • SVC_SR_SYSTEM_RESPONSE_TEMPLATE_NAME_HRD

   • SVC_OUTBOUND_EMAIL_FROM

   • SVC_SR_EMAIL_ATT_SIZE

   • SVC_ENABLE_DEEPLINKS_IN_OUTBOUND_EMAIL

   • SVC_ENABLE_ACKNOWLEDGMENT_TO_ALL

Creating a Dedicated HR Help Desk Inbound Email Channel

To ensure the security of sensitive HR Help Desk communications, HR Help Desk includes a dedicated inbound mailbox that's separate from the mailbox that serves all non-HR Help Desk service requests. All email addresses included in email communications through the HR Help Desk Inbound Email Channel are added as contacts on an associate's HR Help Desk Service Request (enabling communications about the service request. No other permissions are granted to these associated contacts).

Now, you create a new email channel using the following procedure:

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

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Communication Channels

2. Click the Create Channel button.

3. In the Create Channel view, do the following:

   1. Expand the Strip Code menu, and select HCM.

   2. Expand the Channel Type menu and choose the channel type you would like to create, such as E-mail.

   3. In the Account Name field, provide the email address for which the channel is intended. For example, [e-mail].

   4. In the Channel Code field, specify a code channel that indicates the communication channel.

   5. In the Display Name field, enter the display name that you want for the channel. This is the value that employee users see.

   6. Expand the Business Unit menu and choose the correct business unit.

   7. Enable the record by checking the Active box.

   8. Click Save and Close.

Setting Up Forwarding Rules for Email Channels

Now you create a new forwarding rule on your company email server to redirect emails addressed to your organization's HR Help Desk email account to the HR Help Desk address that Oracle provided at the time of provisioning. This rule and address are different from the rule and address used for all other service requests. For example, all the support emails that are sent to [e-mail] are forwarded to [e-mail] for processing. The SVC_INBOUND_EMAIL_ADDRESSES profile option indicates the Oracle email ID to which the support mails must be forwarded. Here's how you set this profile option:

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

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Communication Channels

2. Click the Manage Inbound E-Mail Profile Options link.

3. Click the SVC_INBOUND_EMAIL_ADDRESSES link, and do the following:

   1. In the Profile Values area select New from the Actions drop-down list.

   2. Click the Profile Level drop-down list, and select Site.

   3. In the Profile Value field, enter the Oracle email ID where support email will be forwarded.

   4. Click Save and Close.

It's recommended that you then schedule a reoccurring job to process SR and SR message records as described in the Configuring a Job to Process Inbound Emails procedure.