Overview of Configuring HR Help Desk

Workers use the HR Help Desk application to create and submit service requests (SRs). HR Help Desk agents use the application to access the SRs and take action on them.

This topic provides an overview of tasks you must perform to set up and configure the HR Help Desk application.

Setup Tasks for Service Request Management

You must complete the setup tasks related to service request management, prior to configuring HR Help Desk. Setup tasks include:

• Enabling the Service Offering

• Configuring Service Request Lookups and Scheduled Processes

• Managing Service Request Profile Options

• Enabling Oracle Social Network Objects for Service Requests

For more information about these setup tasks, see the Oracle Fusion Cloud B2B Service Implementing B2B Service guide.

Setup Tasks for HR Help Desk

In addition to the tasks for setting up Service Request Management, you must complete the following tasks for HR Help Desk:

• Enable HR Help Desk

• Configure the HR Help Desk UI using Application Composer

• Enable the HR Help Desk profile option

• Configure HR Help Desk email

• Manage assignment objects and assignment rules for HR Help Desk

• Manage service request categories and product usage groups for HR Help Desk

• Provision roles to enable access to HR Help Desk. These roles include:

  • Human Resource Help Desk Agent

  • Human Resource Help Desk Manager

  • Human Resource Help Desk Administrator

    Note:

    The ability for the Agent, Manager and Administrator to find workers in the Primary Point of Contact field is enabled using the Human Resource Analyst role.

  • Knowledge Analyst

  • Knowledge Manager

  • Employee

    Note:

    Copy the delivered Employee role and add the Knowledge Search HCM role and the HR Help Desk Service Request Creation duty role.

Note:

HR Help Desk Users that own SRs (for example, agents and managers) must be set up as Resources. The way this happens is that during the creation of an Employee record in the Manage Users UI. Once you save the new employee record with a selected Resource Role, a TCA party is created for the resource. A new resource then shows up in the Resource Directory, which may or may not be associated with a Resource Organization. From the Resource Directory, you can put the resource into the correct Resource Organization at the correct level. Refer to "About Resources and Resource Management Explained."

Ensure the resource hierarchy is complete.

• Each resource must have a resource role in a resource organization and a resource manager.

• Each manager in the hierarchy must have a resource role and a resource organization (the same one the manager's direct reports belong to) and a resource manager.

• The hierarchy must be complete from top level to bottom level.

Note:

The predefined Employee role doesn't inherit the HR Help Desk Service Request Creation duty role. If you want employees to use this function, you must create a custom Employee role, add the duty role to the role, and provision the custom Employee role to employees.

A complete list of privileges is available in the Security Console and an administrator can assign the appropriate roles to users through the Security Console. For more information, see the Oracle Fusion Cloud HCM: Securing HCM guide.