What are the roles for Help Desk?

Provision the roles to enable access to Help Desk. These roles include:

Internal Help Desk

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

• Internal Help Desk User

HR Help Desk

• Next Gen Human Resources Help Desk Administrator

• Next Gen Human Resources Help Desk Agent

• Next Gen Human Resources Help Desk Manager

• Next Gen Human Resources Help Desk User

Both HR Help Desk and Internal Help Desk

• Knowledge Analyst

• Knowledge Manager

• Employee

Note:

Help Desk Users that own help desk requests (for example, agents and managers) must be set up as Resources. The happens during the creation of an Employee record in the New Person 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. This resource hierarchy setup is required for team reporting to roll up to a manager. Also, for manager visibility of Help Desk requests that the agents on their team are working on.

If a person is an administrator for both Internal Help Desk and Next Gen Human Resources Help Desk, two different accounts should be used for these.