This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 28 APR 2023 | Created initial document. |
HCM Cloud applications have two types of patches you can receive that are documented in this New Feature Summary:
- Release Updates (23A, 23B, 23C, and 23D)
- Optional Monthly Maintenance Packs to each update
It is important for you to know what Release Update your environment is on. You can find this in your Cloud Portal.
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HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our products better, please let us know. To enter an idea go to the Ideas Lab on Oracle Customer Connect. In this document wherever you see the light bulb icon after the feature name it means we delivered one of your ideas.
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Suggested Reading for all HCM Products:
- HCM Common What's New - In this What's New you will find feature that are used across applications.
- Human Resources What’s New – In the Global Human Resources section you will find features on the base application in which other application are built upon.
NOTE: Not all Global Human Resource features are available for Talent and Compensation products.
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Oracle Human Resources Help Desk is a native engagement solution that provides robust HR case management capabilities, leading to a superior HR service experience. This application covers all aspects related to service request management for workers, managers, and HR Help Desk agents.
Use Scripts to Help Migrate from Classic HR Help Desk to Help Desk in the Redwood Experience
Migration scripts are now available to help move from Classic HR Help Desk to the Next Gen Help Desk in the Redwood Experience. These scripts migrate your current HCM Service Requests to be HR Help Desk requests, so that all HR Help Desk requests are accessible in the Redwood Experience once the migration is complete. The scripts also help in the migration of custom lists of values, profile options, action plans, milestones, smart text, queues, and other critical data to assist with a smooth transition. Migration tools are currently under controlled availability. If you are interested in starting the migration process, open a Service Request with Technical Support.
Update Work Request Status At Work Order Completion
Use work requests to report and track the progress of an asset maintenance discrepancy until it’s resolved using a maintenance work order. You can now seamlessly update the work request status when the resolution work order is created, canceled, or completed. The status update provides a feedback loop to both the help desk agent as well the originator of the work request.
Require Agents To Provide User Entered Values When Inserting SmartText
Your company can enable the application to require that agents enter values for user variable prompts when they select a SmartText. This will ensure that all requested data is captured.
Manage Work Requests with Internal Help Desk
Create and manage work requests to address facility-related and asset-related maintenance issues. Employees can report maintenance work requests using the Help Desk self-service experience. such as My Help or the Digital Assistant. The maintenance help desk team can then manage work requests using category-based queues, review and analyze the work requests, and then associate maintenance work orders to the request to dispatch technicians.
Enable AI Suggestions for Categories
Help desk users in the Redwood user experience can now view suggestions for the most likely values they might select for the Category field in Help Desk. Enabling suggested input prediction services allows users to quickly select common categories without scrolling down the list, which is especially valuable for organizations that have an extensive list of categories from which to choose.
This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 31 MAR 2023 | Created initial document. |
HCM Cloud applications have two types of patches you can receive that are documented in this New Feature Summary:
- Release Updates (23A, 23B, 23C, and 23D)
- Optional Monthly Maintenance Packs to each update
It is important for you to know what Release Update your environment is on. You can find this in your Cloud Portal.
____________________
HAVE AN IDEA?
We’re here and we’re listening. If you have a suggestion on how to make our products better, please let us know. To enter an idea go to the Ideas Lab on Oracle Customer Connect. In this document wherever you see the light bulb icon after the feature name it means we delivered one of your ideas.
____________________
DISCLAIMER
The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.
Oracle Human Resources Help Desk is a native engagement solution that provides robust HR case management capabilities, leading to a superior HR service experience. This application covers all aspects related to service request management for workers, managers, and HR Help Desk agents.
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. Agents also save time by being able to update the help desk request or case and have the related help desk request updated, making it unnecessary to duplicate updates for each related item.
Configure Primary Contact and Assignee Behavior for an Efficient Agent Experience
Administrators can now define the default values for the primary contact and assignee in the Create Help Desk Request form. This flexible approach reduces errors and saves time by allowing the contact and assignee to be automatically assigned based on the business needs.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.
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.
Understand Resource Participation in Help Desk Requests
Your employee help desk requests often need a multidisciplinary team of agents and specialists for effective resolution. Apart from being the primary owners of requests, your agents have a need to collaborate with other agents and specialists as members of a team on the request. Insights into agent participation as team members help managers to make informed staffing decisions and achieve better agent load balancing. Knowing the categories and products that demand multiple resources or specialists may indicate a training issue.
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
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.
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.
Action Plan Analytics for Help Desk
Action plans capture compliance against a predefined set of actions. The feature enables help desk managers to obtain a complete picture of action plan enforcement of company policies and procedures. Agents can monitor their action plan completions and delays to focus on the ones needing attention. Packaged analytics include predefined metrics and reporting around open and closed action plans, delayed actions, and action plan aging. Two new subject areas are being introduced to help you 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