February Maintenance Pack for 23A
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 What’s New:
- 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.
____________________
Suggested Reading for all HCM Products:
- Oracle Help Center – Here you will find guides, videos and searchable help.
- Release Readiness – New Feature Summary, What’s New, Feature Listing Spreadsheet, Spotlights and Release Training
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com. Indicate you are inquiring or providing feedback regarding the HCM Cloud What’s New in the body or title of the email.
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
Communicate with Your Case Team for Help Desk Cases through Email, Slack, and Microsoft Teams |
||||||
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.
Communicate with Your Case Team for Help Desk Cases through Email, Slack, and Microsoft Teams
Case owners can have conversations with case team members and other internal users through popular communications channels including email, Slack and Microsoft Teams,
Holding conversations directly in the context of the case helps ensure all parties are safely connected and up-to-date on the case status while preserving these conversations as part of the case history.
Steps to Enable
To configure your conversation channels, refer to the following guides:
Key Resources
- For more information about using case management, see the Using Case Management guide.
Role And Privileges
The Case Worker and Case Manager roles include the privileges to view and manage conversation. Use the Security Console to verify and update these default privileges if necessary.
Create custom channel types for Help Desk messages
You may now create custom channel types for your help desk messages.
This allows administrators to create unique options or options not pre-integrated to be selected as the channel type, to accurately reflect the method of communication.
Steps to Enable
In Setup and Maintenance, use the setup task "Manage Service Request Channel Types" in the Help Desk offering to create custom channel types.
Then use the setup task "Manage Communication Channels" to create a custom channel using the new channel type. Any custom channels that are enabled and have a relevant stripe code of "HR HelpDesk Request Stripe" or "Internal Service Request Stripe" will appear in the message composer for user selection.
Detailed instructions are:
- Navigate to Setup and Maintenance.
- Click on the Tasks icon on the right-hand side of the page, and then click Search.
- Type '%Channel Type%' and click the magnifying glass to initiate the search.
- Click on Manage Service Request Channel Types.
- Under the Actions drop-down, select New.
- Type in the desired Lookup Code.
- Add a start date. Note that for it to be used immediately, you can choose today's date.
- Under Meaning, type in the text for the new channel type that will be displayed to the user.
- Click Save and Close.
- Now click Manage Service Request Channel Type Visibility.
- Select your new custom channel type from the drop-down.
- Set the Property Values to Yes for both Enabled for Collaboration and Enabled for Customer Interaction. (If you do not see these Properties, you may need to click Sync.)
- Click Save and Close.
- Now in the Search bar, type "Manage Communication%' and click on the magnifying glass to search.
- Click on Manage Communication Channels.
- Click on Create Channel.
- Under Stripe Code, chose HR HelpDesk Request Stripe if this is for a Human Resources Help Desk. Choose Internal Service Request Stripe for all other help desks.
- For Channel Type, select the new channel type that was created.
- Enter the Account Name as the channel name that is shown to the user. This will also populate the Display Name.
- Channel code is generally a single word, all uppercase version of the account name. This should auto-populate when you navigate to this field.
- Click Save and Close.
- Click Done when returned to the Service Channels page.
Now, when you edit a help desk request and type Compose Message in the action bar, you should be able to select your new channel type and chose the new channel for your new message.
Key Resources
- Refer to the Implementation Guide at https://docs.oracle.com/en/cloud/saas/applications-common/23a/farhd for additional information.
Role And Privileges
Help Desk Administrator has been given the ability via the privilege Setup Omnichannel.
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 |
|---|---|---|---|
| 02 DEC 2022 | Created initial document. |
HCM Cloud applications have two types of patches you can receive that are documented in this What’s New:
- 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.
____________________
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.
- Oracle Human Capital Management Cloud Functional Known Issues and Maintenance Packs (Document ID 1554838.1). These documents identify bug fixes and possible known issues. You will also need to review these documents based in the release update version you are currently on or will be moving to.
- Oracle Help Center – Here you will find guides, videos and searchable help.
- Release Readiness – New Feature Summary, What’s New, Feature Listing Spreadsheet, Spotlights and Release Training
GIVE US FEEDBACK
We welcome your comments and suggestions to improve the content. Please send us your feedback at oracle_fusion_applications_help_ww_grp@oracle.com. Indicate you are inquiring or providing feedback regarding the HCM Cloud What’s New in the body or title of the email.
Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
|||||
|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
|
||
Define a Primary Contact as a Recipient for Notifications to Employees |
||||||
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.
Define a Primary Contact as a Recipient for Notifications to Employees
In the case of an HR Help Desk request or an internal service request, the primary point of contact on a service request is an employee. This feature lets users define the primary point of contact as a recipient of a notification (defined using Notification Preferences Manager) when a change has been made to the associated help desk request.
As an employee, after I've submitted a request for assistance, I'll receive notifications about important updates on my issue.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
When defining notifications through Notification Preferences Manager, the ability to define the primary contact as the recipient for a notification is only available when you select the object of HR Help Desk Request or Internal Service Request. Notifications of this type don't support the ability to enable users to "follow" a service request.
Role And Privileges
In order to define a primary point of contact as a recipient for a notification, you must have the correct privileges to access the Notification Preferences Manager under the Tools menu.