What's New

Update 23B

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

The table includes a chronological listing of document changes.

Overview

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Feature Summary

Oracle Me Employee Experience

HR Help Desk

Collaborate on Help Desk Requests and Cases through the use of Relationships

Help Desk Agents can now define and view relationships between Help Desk Requests or between Help Desk Requests and Cases.

This allows agents to reference a solution in a related help desk request or relate similar help desk requests to a single case within Case Management.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

From a help desk request, use the Action Bar to type in "Create Relationship" and then choose the type of relationship and the type of object to be related.

Key Resources

Refer to the Implementing Help Desk document for more information.

A video demonstrating this functionality is found here: Create Help Desk Relationships - WN 23B - Oracle Video Hub.

Access Requirements

By default, standard Administrator roles are given the ability to Set Up relationships through the privilege:

• Setup Object Links

In addition, all standard agent roles are given the following privileges by default:

• Create Object Link
• Delete Object Link
• View Object Link

Configure Primary Contact and Assignee Behavior for an Efficient Agent Experience

Administrators can now change the default functionality for the Create Help Desk Request form. The default value for the primary contact can now be set to empty so that the agent must choose the contact. The assignee can also to be defaulted to the logged in help desk agent.

This flexible approach reduces errors and saves time by allowing the contact and assignee to be automatically assigned based on the business needs. Extending the agent's create help desk request page to allow the assignee to be the agent creating the request assures that the agent taking a call, for instance, is the one who is responsible for handling the request and removes the need for initial queue assignment. Setting the primary contact to be empty prevents having the agent accidentally left assigned as the primary contact.

Steps to Enable

Changing the default values for PrimaryContact or AssignTo is done in Visual Builder for the Agent Create Page.

To set the  PrimaryContact to be empty by default, set defaultPPOC to false.

To set the AssignTo to be the logged in user by default, set defaultAssignTo to true.

Detailed instructions are:

1. Navigate to agent -> service-request-create flow.
2. Click on the Event Listeners tab.
3. Click on + event listener.
4. Under Lifecycle event, select vbEnter and click Next.
5. Expand the Flow Action Chains section.
6. Enter "changeDefaultVal" (or some other name for your action chain) and click Finish.
7. Navigate to that action chain by clicking on Go to Action Chain.
8. Drag and drop Assign Variables into the Action Chain.
9. Click Assign.
10. Use the X to clear the search bar.
11. Under Target -> Flow on the right-hand side, click on defaultAssignTo.
12. In the bottom panel, type 'true' and click Save.
13. Now click on defaultPPOC under Target -> Flow.
14. In the bottom panel, type 'false' and click Save.
15. Click the Play icon on the top-right toolbar to preview the changes.
16. Click on Create Request.
17. The modified agent create help desk request screen should show the Primary Point of Contact as being empty and the Assigned To field should be set to the logged in user ID.

Deploy the changes to allow agents to use the new functionality.

Tips And Considerations

Defaulting the assignee to the agent can save time for the agents, as they no longer have to select themselves if business practices assume that the agent taking the request via phone is naturally assigned to the requests they open.

Also, it is helpful to have the primary contact set to null so that the agent doesn't accidentally forget to set the contact to someone other than themselves.

Key Resources

• For more information about extending the Help Desk UI, refer to the Help Desk Implementation Guide's section on Using Visual Builder Studio for Help Desk.

Access Requirements

Only an administrator with access to Visual Builder can make these changes.

Create and Manage Tasks and Appointments for Help Desk Requests

Help Desk Agents can now create and manage task and appointment activities for both HR Help Desk and Internal Help Desk Requests.

This allows agents to assign tasks and appointments individually and view the progress of related activities.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Not only can an agent type "Create Task" or "Create Appointment" to add one of these activities to your Help Desk Request, but you can also do this automatically by configuring an Action Plan if there is a particular set of activities that need to be done for a particular scenario.

Key Resources

• Refer to the Implementing Help Desk documentation for more information.
• To see this 

Access Requirements

The privileges:

• Create Activity
• Delete Activity
• Update Activity
• View Activity

are granted to all help desk agent roles by default. If you have created custom roles, you will need to add these privileges to your roles.

Understand Resource Participation in Help Desk Requests

Help desk request resolutions often need a collaborative approach, calling for a multi-disciplinary team to be associated with the Service Request. Managers should understand the resource demands and profiles of SRs to be able to address business questions like, 'Do specific products/service categories demand a greater degree of collaboration than others?', 'Is there an over dependence on specialists for SR resolutions, indicating an agent training issue?', 'Are agents on my team participating in more than their fair share of SRs, affecting resolution times of their own SRs?'.

Two new subject areas are available to you to create analyses:

1. Help Desk - HR Service Request Resource Real Time

2. Help Desk - Internal Service Request Resource Real Time

With the insights gained, managers can make informed staffing decisions and achieve better agent load balancing.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Tips And Considerations

None

Key Resources

• Subject Areas for Transactional Business Intelligence

Access Requirements

Next Gen HR Help Desk Administrator/Manager

Internal HR Help Desk Administrator/Manager

View the Audit Log for a Help Desk Request

Help Desk Agents are now able to view the Audit Log of changes to a Help Desk Request.

Viewing the Audit Log saves time by allowing agents to view who has been working on the request previously and understand when updates were made to the record. Having an audit log also may reduce incorrect routing since patterns of reassignment can become more easily visible.

Steps to Enable

The administrator can change what is being audited and will need to include any items that you may want to show in the Audit log.

To do this, the administrator should perform the following steps:

1. Go to Setup and Maintenance.
2. On the right-hand side, click on the Tasks document bar to expand the options and click the Search link.
3. Enter 'Manage Audit%' and click the Search icon.
4. Click Manage Audit Policies.
5. On the Oracle Fusion Applications line, change the Audit Level to 'Auditing' if this is not already selected, and then click the Configure Business Object Attrib button.
6.  Select Service from the Product Drop-down.
7. Check the items that you want to Audit.
8. Click Save.
9. On the left-hand side, under Objects, use the Action Drop-down to select Synchronize.
10. Click Save and Close.

Tips And Considerations

To view the audit history, type “Show Audit History” in the action bar at the top of the page while viewing a help desk request.

By default, only certain fields of the Help Desk Request objects are audited. If you want more fields to be audited, you must add them through Setup and Maintenance.

Key Resources

For more information on configuring Help Desk, view the Implementing Help Desk Guide.

A video on this feature is found at Configure Audit History - WN 23B - Oracle Video Hub.

Access Requirements

The 'View Audit History' privilege has been added to the standard agent roles.  (FND_VIEW_AUDIT_HISTORY_PRIV)

If you have created custom agent roles, you will need to add this privilege.

Help Desk in the Redwood User Experience is Generally Available

The Help Desk in the Redwood user experience is now available to service the needs of your employees and no longer requires a promotion code to access its features. Developed using Visual Builder Studio and the Redwood Design System, the new interface offers improved usability and richer extensibility. Employees in need of assistance can visit the new My Help UI to search knowledge, raise help desk requests and review the status of a request. The new help desk agent experience introduces new capabilities to better enable your business workflows and team collaboration such as case management, recommended action plan actions and internal conversations. Help Desk in the Redwood UI is backed by the new help desk foundation consisting of an enhanced data model, APIs, and setup experience for easier administration and extensibility. Finally, the new foundation enables any department to offer a help desk experience including Human Resources, Maintenance requests or any other requests.

Anyone who is licensed to use Help Desk can now get started without having to request a promotional code.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Help Desk

Your administrator will need to enable the Help Desk offering in Setup & Maintenance and opt-in to various features to enable the new Redwood User Experience for end users.

Tips And Considerations

As of 23B, you no longer have to use a promotion code. If you have already entered the promotion code previously, your Help Desk will continue to function and no further steps must be done.

Key Resources

• See the "Implementing Help Desk" guide on https://docs.oracle.com for instructions.

Action Plan Analytics for Help Desk

Action plans are a checklist, a series of events, or steps that have to be done before you can close a Help Desk Request. Action plan analytics help you monitor completions and ensure compliance against a predefined set of actions. Pre-defined metrics around open and closed action plans, delayed actions, and aging of action plans help managers gain insights into performance at an aggregate level to address areas of concern. Agents can gain visibility to their own action plan completions and delays.

Two new subject areas are being introduced to build your own analyses:

1. Help Desk - HR Service Request Action Plan Actions Real Time

2. Help Desk - Internal Service Request Action Plan Actions Real Time.

In addition, pre-built reports for the manager and agent personas, help gain insights from day one.

Provides help desk managers and help desk agents a complete picture of action plan enforcement of company procedures at the team and individual level respectively.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

No additional steps needed

Key Resources

• Subject Areas for Transactional Business Intelligence

Access Requirements

Next Gen HR Help Desk Administrator/Manager

Internal HR Help Desk Administrator/Manager