Adopt the 26D improvements for the Employee Help Desk Self Service Assistant

There are more improvements to the Employee Help Desk Self Service Assistant in this release. These include:

  • When creating a help desk request, the sourceCd is set to show that it was created by an AI Agent (ORA_SVC_AI_AGENT).
  • Knowledge referenced is filtered by Business Unit when responding to queries.
  • The Classification Agent is used when creating a Help Desk Request to determine the category, product and severity.
  • The Employee Help Desk Self Service Assistant is now runnable and customizable.
  • The default profile option value for ORA_SVC_HELP_DESK_SUPERVISOR_AGENT_TEAM_CODE is set to ORA_EMPLOYEE_HELP_DESK_SELF_SERVICE_ASSISTANT.
  • The AI chat window opening in a left-hand panel, so that the My Help page is not covered at all.

These improvement allow for better metrics on AI Agent use, improved classification of requests, more tailored answers when using Knowledge to answer queries, and easier setup for people enabling the Employee Help Desk Self Service Assistant for the first time.

Steps to enable and configure

For those who have enabled the Employee Help Desk Self Service Assistant in the past, no additional configuration is required.

For those who want to enable the Employee Help Desk Self Service Assistant for the first time, use the following instructions:

There are a number of steps required.

  1. Set up Permissions
  2. Load Products and/or Categories
  3. Customize the AI Agent

Set up Permissions

For those not already using the Employee SelfService Assistant, you should first create a custom role that will allow employees to use AI Features. If you have already completed this previously, you can skip this step.

These instructions assume that you have a custom role set up based on Next Gen Human Resource Help Desk User that will be enhanced with the new role created below.

  1. Confirm that ORA_ASE_SAS_INTEGRATION_ENABLED allows permissions groups to be set.
    1. Go to Setup and Maintenance.
    2. Click the Tasks icon.
    3. Click Search.
    4. Search for Manage Administrator Profile Values.
    5. Click the resulting link.
    6. Enter the Profile Option Code ORA_ASE_SAS_INTEGRATION_ENABLED.
    7. Set the Profile Value to the value that enables the option.
    8. Click Save and Close.
    9. Click Done.
       
  2. Include the appropriate roles and permissions in your custom role for Help Desk Users (based on the default Next Gen Human Resource Help Desk User or Internal Help Desk User roles).
    1. Find and edit (or create) the custom role used for Employee Users of Help Desk.
    2. Click Next until you've reached Roles and Permissions Groups.
    3. Click on Add Permission Groups and select the permission group Read Generative AI RAG REST Resource.
    4. Click Add.
    5. Click on Role Hierarchy. 
    6. Navigate to Roles and Permission Groups.
    7. Click Add Role.
    8. Search for ORA_DR_SVC_GEN_AI_AGENT_HD_SELF_SERVICE.
    9. Select this role and click on Add Role.
    10. Search for ORA_DR_SVC_GEN_AI_AGENT_SR_CLASSIFICATION.
    11. Select this role and click on Add Role.
    12. Click Next until you reach Users.
    13. If you are adding these new roles to an existing custom role, then you may skip this step. Click Cancel. 
      If you have created a brand new custom role and would like to add the users who will be testing,
      1. Click Add User.
      2. Search for the username, and Add User to Role.
    14. Click Next.
    15. Click Submit and Close.
    16. Click OK.
    17. Click on the Administration Tab.
    18. Click on Role Status to see that your new Role has been updated and is Complete.
       
  3. Run the processes to update the Security Roles.
    1. Navigate to Tools -> Scheduled Processes.
    2. Run each of the Jobs listed below in sequential order, allowing the previous one to complete before continuing:
      1. Click Schedule New Process.
      2. Click the drop-down for the Name field and click Search...
      3. Search for and select the appropriate job to be run (in the order given).
        1. Import User and Role Application Security Data
        2. Send Pending LDAP Request
        3. Retrieve Latest LDAP Changes
      4. Click OK, OK.
      5. Click Submit.
      6. Copy the Process ID, and click OK.
      7. Monitor the progress.
        1. Expand the Search section.
        2. Enter the copied Process ID into the Process ID field and click Search.
          (You may also want to clear out the Submission Time values if nothing is returned.)
        3. Occasionally Refresh the process status until you see that it Succeeded (or failed).
          (This job can take a long time. If it fails, please open an SR with Tech Support.)
    3. Return to Step 2 to run the next job, until all have been completed successfully.

Load Categories (if desired and not done previously)

The category and product are set automatically when the user logs a ticket only if they are present in RAG. If this has not yet been done, you can use an ingestion agent to upload the categories (or products):

If you've already completed this in support of some other AI Agent (such as the Triage Agent), it doesn't have to be done again, if the products and categories have not changed. 

  1. Navigate to Tools -> AI Agent Studio.
  2. Click on the Workflows tab on the left.
  3. Search for SR Product and Category Ingestion Assistant.
  4. Click the View (eye) icon to see the workflow for the assistant.
  5. Click the Debug button at the bottom of the page.
  6. Click on the Profile (lightening bolt) icon.
  7. Click Create new profile.
  8. Edit, providing the following values (to update categories):
    • Name: Update HR Help Desk Categories
    • Type: REST
    • Parameters: 
      {
      "operation": "ingest",
      "entityType": "category",
      "objectType": "HRHelpDeskRequest",
      "query": "(StripeCd='ORA_SVC_HCM') and (CSSFlag = true) and (EnabledFlag = true) "
      }
  9. Click on the Back button.
  10. Now highlight the line for your newly created profile, Update HR Help Desk Categories.
  11. Click on the Play button at the bottom.

The Profile and parameters used can change to upload products, as well, and this ingestion agent can be used for both the InternalServiceRequest and HRHelpDeskRequest objects.

Customize the AI Agent

Because of the name change, anyone wanting the latest version will need to do the following instructions, unless otherwise noted.

  1. Navigate to Tools -> AI Agent Studio.
  2. Click on the Agent Teams tab at the bottom of the AI Agent Studio.
  3. Click on the Published button on the right hand side of the page.
  4. Search for the Employee Help Desk Self Service Assistant.
  5. Now click on the Eye icon to view the AI Agent Team.
  6. Click on the Customize button in the bottom control bar.
  7. In the pop-up, click the Security sub-tab.
  8. Click Add.
  9. For the Role, select the Help Desk User role(s) being used.
  10. Click Apply.
  11. Click Update.
  12. In the first node of the AI agent, setAgentCodes, click on the dots and choose to Edit.
  13. Set the workflowCodes by editing the variable agentcodes to include any AI Agents that should be used for responding to the employee.
    IMPORTANT: 
    • NOTES:
    • Each code must be separated by commas and have single quotes. For example: 
      'ORA_BENEFITS_ANALYST','ORA_PAY_ANALYST'
    • Employee-facing AI Agents can generally be found by searching for "employee" or "worker" within the list of Published Agents in AI Agent Studio.
    • Agents defined for use MUST have proper description, since that description is used by the Employee Self Service Assistant to pick the appropriate agent(s) to resolve the user query. 
  14. Click Apply.
  15. Click Update.
  16. Publish the AI Agent.

Tips and considerations

Be judicious when configuring sub-agents for the Employee Help Desk Self Service Assistant. Only use those that are relevant to workers and that address the most common types of questions for your Help Desk.

Access requirements

All users who should have access to the Employee Help Desk Self Service Assistant should be given the Roles:

  • ORA_DR_SVC_GEN_AI_AGENT_HD_SELF_SERVICE
  • ORA_DR_SVC_GEN_AI_AGENT_SR_CLASSIFICATION

In addition, the role should include the Permission Group: 

  • Read Generative AI RAG REST Resource