1. Implementing Help Desk
  2. Manage Service Request Categories and Product Usage Groups for HR Help Desk

Manage Service Request Categories and Product Usage Groups for HR Help Desk

Human resource (HR) service request categories can help identify the nature of issues reported in service requests.

For example, categories can help group service requests related to General HR in one category, and service requests related to Benefits in another category. Further, categories and child categories can be created to narrow the type of service request within one of the ordered groupings.

HCM Administrators can create categories and category hierarchies to group and organize service requests depending on their organizational needs. Before creating categories, do the following:

  • Create a list of your top-level categories.

  • For each top-level category, create a list of child categories.

To create service request categories, follow these steps:

  1. Select Navigator > Setup and Maintenance to open the Setup and Maintenance work area.

  2. Search for the Manage Service Request Categories for HR Help Desk task.

  3. Click the task name link in the search results. The Manage Service Request Categories for HR Help Desk page appears.

  4. Create a top-level category. To do this, follow these steps:

    1. In the Create Category list, select Create Top-Level Category.

    2. Enter a name in the Category Name field.

    3. Specify if the category must be active, by selecting a value in the Active list.

    4. Enter a unique Short Code for the category.

    5. Create additional top-level categories, as needed.

  5. Create child categories. To do this, follow these steps:

    1. In the Service Request Categories list, select the top-level category for which you want to create child categories.

    2. In the Create Category list, select Create Child Category.

    3. Enter a name in the Category Name field.

    4. Specify if the category must be active, by selecting a value from the Active list.

    5. Create additional child categories, as needed.

Product Usage Groups

Similar to categories, products can also help narrow down service request issues in HR Help Desk. For example, products can be Payroll Application or Benefits Application. To set up products, use the Manage Product Group Usage setup task in the Setup and Maintenance work area and add products for the HR Help Desk category.

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