- Title and Copyright Information
- Get Help
- 1 About This Guide
- 2 Enable Help Desk
- 3 Lookups, Profile Options, and Scheduled Processes
- What are Lookups, Profile Options, and Scheduled Processes for Help Desk?
- Lookups
- Scheduled Processes
- Profile Options
- 4 Users and Security
- Overview of Users and Security for Help Desk
- Enter Your Company Information and Corporate Currency
- What are the roles for Help Desk?
- What high-level steps do I need to do for creating Help Desk users?
- Overview of Setting Up Users and Security
- Resource Team Information
- How do I manage resource teams?
- How Resources Work Within a Team
- How Resource Team Membership and Role Assignment Components Work Together
- FAQs for Defining Resource Team Information
- What are the job and duty roles for Help Desk?
- Remove Data Security Policies from Users for Help Desk
- How do I set up a role with read-only access?
- Data Security Policies
- How do I restrict contact search results?
- How do I control user types displayed in the contact picker?
- How do I synchronize worker data loaded through HDL in Help Desk?
- 5 Manage Categories and Product Usage Groups
- 6 Manage Assignment Objects and Assignment Rules
- What are work assignments?
- Assignment Mappings
- Assignment Rules
- Work Assignments
- How do I set agent capacity?
- Agent Presence
- Agent Availability
- Severity and Age of Requests
- How do I create queues?
- Set a Profile Value Greater Than the Average Handle Time
- How do I assign work to agents?
- In what order are requests are assigned?
- How do I assign work to a queue?
- Add Severity Values to Requests
- Omnichannel
- Prevent Work Starvation
- FAQs About Help Desk Requests and Queues
- What happens if a newly created request isn't assigned to a queue?
- What happens if an associated agent is removed from an open request?
- What happens if an open request is disassociated from the current queue?
- What happens if a request is reopened?
- What happens if I mark an assignment object or one of its attributes as inactive?
- 7 Email Channels
- How do I configure email for Help Desk?
- How are inbound messages processed?
- Enable Configuration of Email Communications
- How do I configure an email channel?
- Inbound Message Filters
- How do I configure profile options for inbound and outbound email?
- How do I enable the ability to add all contacts and team members or add additional email recipients?
- How do I set the From Name in outbound emails?
- How do I define email templates?
- How do I change acknowledgment messages for inbound email?
- Enable Deep Links to KM Articles in Help Desk Outbound Emails
- Access Point Setup for Inbound Emails
- Overview of Access Point Setup for Inbound Emails
- How do I validate my inbound and outbound email setup?
- How do I register or unregister access points for inbound email?
- Overview of Times Displayed for the Access Points
- How You Interpret the Times Displayed for the Access Points
- Summary of Tips to Interpret the Times Displayed for Access Points
- Troubleshoot Access Point Issues
- Example of a Scenario Where Inbound Email Fails
- Process Inbound Emails Job
- Display Email Thread in Preview and Outbound Email
- How do I display email thread of past conversations?
- How do I configure profile options to display an email thread?
- How do I change email templates to display the email thread?
- Purge Inbound Email Messages
- Configure Profile Options to Purge Inbound Email Messages
- Schedule a Job to Purge Inbound Email Messages
- FAQs About Help Desk Emails
- 8 Service Entitlements
- Overview of Service Entitlements
- Milestones and Coverages
- How do I set up milestones and coverages?
- Overview of Milestones and Coverages Configuration
- What's a Coverage Schedule and how does it work?
- How do I enable subscription coverages for entitlements?
- How do I create a coverage schedule?
- How do I create standard coverages?
- How do I create default coverages?
- How do I monitor milestones?
- How do I enable email notifications to monitor milestones?
- Set Up Additional Condition Columns for Standard Coverage Entitlement Rules
- Set Up Administrator-Defined Milestones
- Troubleshoot with Milestone Diagnostics
- 9 Set Up Action Plans
- 10 Configure Outcomes and Resolutions
- 11 Adaptive Intelligence
- Help Desk Request Classifications
- Configure Classifications for HR Service Requests and Internal Service Requests
- Set Up Help Desk for HR Service Request Classification and Internal Service Request Classification
- Test the Request Classifications
- Use Insights Dashboard to Evaluate Accuracy
- Help Desk Request Classifications
- 12 Enable Productivity Tools
- 13 Configure Notifications
- Set Notification Triggers and Preferences
- Sample Groovy Scripts for Notifications
- 14 Adaptive Search
- 15 Collaborate with Slack
- 16 Collaborate with Microsoft Teams
- How do I Set Up a Microsoft Teams Channel?
- Create a Microsoft Teams App
- Set Up a Bot User for Your Microsoft Teams App
- Register Your Microsoft Teams App in the Azure Portal
- Update Functional Setup Manager with Credentials of Your Microsoft Teams App
- Create a Microsoft Teams Channel
- Enable Notifications to Microsoft Teams
- Create a Collaboration Action
- Create a Child Action for a Collaboration Action
- Create a Child Action for the Reply to Request Child Action
- Configure the FND_IDP_PROXY_USER_WHITELIST Profile Option
- Upload Your Microsoft Teams App
- How do I install the Microsoft Teams app and add it to my team?
- 17 Build Insightful Reporting with Help Desk Analytics
- 18 Import and Export
- 19 Manage Knowledge
- 20 Implement Cases for Help Desk
- 21 Associate Assets and Work Orders to Help Desk Requests
- 22 Manage Digital Assistant for Help Desk
- 23 Channels for Collaboration
- 24 Extend Help Desk
- Using Visual Builder Studio
- How do I extend my application?
- Extensibility at a Glance
- How do I configure Visual Builder Studio for Help Desk?
- Set Up Visual Builder Studio
- How to Provision a VB Studio Project Using an Application Template
- Work with Dynamic UI
- Work with Dynamic Forms
- How do I duplicate a form in Visual Builder?
- How do I add conditions to a form using VB Studio?
- How do I add, hide, or rearrange fields?
- How do I create a custom field?
- How do I add a custom field created in Application Composer?
- How do I add a read only custom field using VB Studio?
- How do I make a field read only or required?
- Field Groups
- Create Your Own Field Template
- Work with Dynamic Tables
- Work with Dynamic Containers
- Preview, Share, and Publish an Application Extension
- 25 Configure HCM Pages with the Help Desk Link
- 26 Appendix: HR Help Desk Classic Configuration
- About This Appendix
- Overview of Configuring HR Help Desk
- Enable HR Help Desk
- Configure the HR Help Desk UI Using Application Composer
- Enable the HR Help Desk Profile Options
- How do I restrict contact search results?
- How do I control user types displayed in the contact picker?
- Synchronize Worker Data Loaded Through HDL in HR Help Desk
- Configure Notifications
- Manage Assignment Objects and Assignment Rules for HR Help Desk
- Manage Service Request Categories and Product Usage Groups for HR Help Desk
- HR Help Desk Email
- Configure HR Help Desk Email
- FAQs for HR Help Desk Email
- Manage Other HR Help Desk Features
- About Managing Service Entitlements in HR Help Desk
- Overview of Setting Up Service Entitlements
- Overview of Survey Integration
- About Oracle Knowledge in HR Help Desk
- Is reporting and analytics available in Help Desk?
- About Productivity Tools in HR Help Desk
- About Action Plans for HR Help Desk
- About Service Request Outcomes and Resolutions for HR Help Desk
- Configure HCM Pages for HR Help Desk
- How do I set up a delegation for users to create Help Desk requests on behalf of others?
- About Computer Telephony Integration (CTI) in HR Help Desk
- Enable the Help Desk Mobile UI for Employees
- Set Up Business Units for HR Help Desk
- How are business units for set up for Service and Help Desk?
- How do I enable multiple Business Units Fusion Service?
- Manage Internal Resource Organizations for Service BUs
- Manage Resource Organization Hierarchies for Service BUs
- Create a Business Unit for Service
- Associate Resource Organizations with Business Units
- Create Employees for a Service BU
- Set the Scope in Service BU Setup
- Set the HR Help Desk Service Request BU
- Overview of Optional Setup Tasks for Service BU