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  1. Update 24B
  1. Revision History
  2. Overview
  3. Feature Summary
  4. Help Desk
    1. Help Desk Request Management
        1. Computer Telephony Integration is Available for Help Desk in the Redwood Experience
        2. Assess, Update, and Close Help Desk Requests using Intelligent Advisor
        3. Send existing attachments in messages
    2. Help Desk Self-Service
        1. Enhancements to the Knowledge User Experience in Help Desk
        2. Initiate HCM Journeys from the Help Desk
        3. Help Desk Live Chat
    3. Help Desk Analytics
        1. Analyze Internal Help Desk Request Relationships
        2. Allow manual submission of BI scheduled processes

Update 24B

Revision History

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
01 APR 2024

Help Desk Request Management

Send existing attachments in messages

Updated document. Delivered new feature in update 24B.

01 APR 2024

Help Desk Request Management

Computer Telephony Integration is Available for Help Desk in the Redwood Experience

Updated document. Delivered new feature in update 24B.

29 MAR 2024

Help Desk Self-Service

Enhancements to the Knowledge User Experience in Help Desk

Updated document. Revised feature information.

29 MAR 2024

Help Desk Self-Service

Initiate HCM Journeys from the Help Desk

Updated document. Revised feature information.

01 MAR 2024     Created initial document.

Overview

HAVE AN IDEA?

We’re here and we’re listening. If you have a suggestion on how to make our cloud services even better then go ahead and tell us. There are several ways to submit your ideas, for example, through the Ideas Lab on Oracle Customer Connect. Wherever you see this icon after the feature name it means we delivered one of your ideas.

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.

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.

Feature Summary

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
(Feature Delivered Enabled)

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
(Feature Delivered Disabled)

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
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Help Desk

Help Desk Request Management

Computer Telephony Integration is Available for Help Desk in the Redwood Experience

Assess, Update, and Close Help Desk Requests using Intelligent Advisor

Send existing attachments in messages

Help Desk Self-Service

Enhancements to the Knowledge User Experience in Help Desk

Initiate HCM Journeys from the Help Desk

Help Desk Live Chat

Help Desk Analytics

Analyze Internal Help Desk Request Relationships

Allow manual submission of BI scheduled processes

Help Desk

Help Desk Request Management

Computer Telephony Integration is Available for Help Desk in the Redwood Experience

Computer Telephony Integration (CTI) can now be used with the Redwood Help Desk user interface through use of the MCA framework. Incoming calls are routed by the 3rd party voiice system to an available agent. Using the MCA framework, the agent sees a popup dialog on the help desk desktop showing the caller's information (if the caller's originating phone number is recognized). Agents must set themselves as available by clicking on the phone availability icon in the UI shell to receive inbound phone calls.

The inbound call flow allows the agent to verify the caller's identity using information such as the employee's email address and quickly see all of the requests associated with the employee to which the agent has privileges. If more than one employee is associated with the inbound phone number, the agent can choose the primary contact from a list of employees. The agents can also add notes at the end of the call and record the outcome.

The inbound call flow allows the agent to quickly locate and verify a caller's identity using information such as the employee's email address and see all of the requests associated with the employee to which the agent has privileges. 

Steps to Enable

The MCA framework provides the interface to connect with third party Telephony providers. It is expected that each implementing customer will either work with a telephony partner that provides an MCA integration or employ its own consultants or in-house developers to write an adapter between the telephony API and Fusion.

Tips And Considerations

This feature requires users to set their availability in the Global Shell.  To enable users to access the availability controls, check for the following

Under Setup and Maintenance, confirm:

  • Manage Administrator Profile Values -> ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED = Yes
  • Manage Administrator Profile Values -> SVC_HD_SHOW_AVAILABILITY = N
  • Manage Omnichannel Profile Options -> SVC_ENABLE_OMNI = Yes

Refer to What's New in 23C for more information on setting presence and availability in the Global Shell.

You can also build an integration to other voice providers using the provided Media Toolbar APIs.  

Key Resources

You may want to refer to the following:

Shortly after this feature is generally available, a demo will be found on Oracle Video Hub.

Access Requirements

This feature is available by default to users who are enabled for Phone. Agents must set themselves available for the phone channel.

Assess, Update, and Close Help Desk Requests using Intelligent Advisor

Help Desk users in the Redwood Experience can now use Intelligent Advisor as a way to process requests.

Integrating with Intelligent Advisor allows decisions to be made on what information to collect, based on answers previously provided, and can be as simple or as complex as necessary for the particular situation. To use Intelligent Advisor to assess existing requests, the Help Desk agent will enter the Smart Action name in the Action Bar for the Intelligent Advisor interview to be run.

The interview can provide step-by-step guidance which can help make certain that agent is following the defined process and is performing all necessary tasks or collecting all necessary information before taking the next action, such as closing the request or escalating to a Case.

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: null

Pre-requisites

Create an interview using Oracle Policy Modeler and deploy the interview to your Oracle Intelligent Advisor hub.

Note the URL of the Intelligent Advisor Hub for your environment, and the name of the Interview that you will be using for existing help desk requests.

Steps to Enable

You will need to configure the Smart Action that should be available in Help Desk to use Intelligent Advisor to progress a particular help desk request.

  1. Go to the Navigator, expand the Configuration Section, and click on Application Composer.
  2. Go to the Smart Actions page.
  3. If you are not already in a Sandbox:
    1. You will need to Activate a sandbox by clicking the link in the warning at the top of the page.
      • Choose an existing Sandbox to use and Enter Sandbox.
      • Check the Application Composer tool.
      • Click Create Sandbox.
      • Give it a name and Description.
      • Click Create and Enter.
    2. Under Tools, choose Application Composer.
    3. Navigate back to the Smart Actions page.
  4. Type "Assess" in the Search box and hit Enter.
  5. Highlight the Assess Help Desk Request.
  6. Click on the Duplicate icon to create a custom Smart Action. (You will need to customize it to use the Intelligent Advisor Hub and Interview Name noted in the pre-requisites.)
  7. Scroll down the Smart Action Edit page to the UI-Based Action Details section and click the Edit pencil icon.
  8. Click the pencil Edit icon for Deployment Name and enter the name of the Intelligent Advisor interview to be run by this Smart Action. (No full path is required.)
  9. Click the pencil (Edit) icon for opaSiteURL and enter the Intelligent Advisor URL for your environment. (No additional URL paths following the .com is required.)
  10. Click Continue.
  11. Enter the Confirmation Message, if desired.
  12. Click Continue.
  13. Now click Submit.
  14. Do this for each of the interviews that you would like to be able to run from the Help Desk action bar.
  15. Publish the Sandbox.

Tips And Considerations

Note that Intelligent Advisor is licensed separately, and this feature requires a license for Oracle Intelligent Advisor.

Key Resources

Refer to the Implementing Help Desk guide. For more information about Oracle Intelligent Advisor, see the "Configuring Oracle Intelligent Advisor" chapter of the Implementing Your Cloud Integrations guide.

Access Requirements

Your Oracle Intelligent Advisor administrator and Help Desk Administrator should work together to configure this feature.

Send existing attachments in messages

Help Desk agents can now send existing attachments in messages by clicking on the copy icon next to the attachment icon under a message.

Image: Copy Existing Attachment to Message

Image: Copy Existing Attachment to Message

This saves agents time by not having to download existing attachments locally before re-uploading to send in a message.

Steps to Enable

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

Tips And Considerations

Anyone having the ability to upload attachments is granted this ability in the new release.

Key Resources

After this feature is generally available, a video demonstrating this functionality will be found on Oracle Video Hub.

Access Requirements

No new permissions are required.

Help Desk Self-Service

Enhancements to the Knowledge User Experience in Help Desk

The My Knowledge page in the Redwood UI now allows agents to mark a knowledge article as a favorite and allows users to leave suggestions on knowledge articles. Type-ahead is also available when searching for an article.

  • Help Desk agents can filter on Favorite Knowledge Articles to easily and quickly identify an article that they may wish to include in a response to the employee.
  • The suggestions action allows the help desk agent to identify where knowledge could be improved by the author if additional details or clarifications are needed to enhance understanding.
  • Type-ahead suggestions allow for quicker access when searching for knowledge within the Help Desk.

Steps to Enable

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

Tips And Considerations

  • Suggestions made by users can only be seen by the knowledge author and will appear as a task.
  • Only agents can mark an article as a favorite at this time.

Key Resources

A demo of this feature will be available on Oracle Video Hub after it is made generally available.

Access Requirements

No new permissions are required.

Initiate HCM Journeys from the Help Desk

HR Help Desk is now connected with HCM Journeys, so that an agent can assign a Journey to the Primary Contact on a help desk request, allowing the employee to take appropriate actions with the guidance of an HCM Journey. Employees can also view a new section of the My Help page to browse or search popular Journey resources and initiate a journey that may help resolve their issue (if configured).

Integration of Journeys allows agents to assign journeys to help an employee through a process, potentially avoiding future questions. Displaying assignable journeys on the My Help page and within search results can also prevent help desk requests from being initiated if a journey provides the answer or guidance that the employee needs.

Steps to Enable

For Journeys to be enabled, you will need to:

  1. Categorize the Journeys to be shown in the Help Desk (optional).
  2. Enable journeys to show in the My Help page.
  3. Add the Category of Journeys into Visual Builder (optional).

Enable Journeys to be shown in the My Help employee UI in Help Desk:

  1. Log in and go to Help Desk and click My Help.
  2. Choose Edit Page in Visual Builder Studio from the options under your login photo.
  3. Doing this will open the landing-page under Oracle CX HelpDesk UI Extension App -> helpdesk -> employee.
  4. Under the page Designer tab, click on the default Rule.
  5. In the right-hand panel, click the copy icon to duplicate the default rule.
  6. Change the name of the rule to be Layout with Journeys.
  7. Click on the plus sign next to Section and add Assignable Journeys.
  8. Now click on the Variables tab near the top of the page.
  9. Under the Constants section, click on IncludeJourneyInMyHelpPage and change the default value to true to enable viewing of Journeys on the My Help page.
  10. If you want Journeys to be considered when users are searching via the search bar, enable the constant IncludeJourneyInMyHelpSearch by setting it to true.
  11. To filter Journeys so that the Journeys section in My Help is limited to a select category or categories, navigate to the employee page (Oracle CX HelpDesk UI Extension App -> helpdesk -> employee) and use the constant JourneyCategoriesToDisplayForEmp with a list of comma separated values which exactly match the desired categories associated with the journeys that should be included.

For an agent to be able to assign a Journey, the Smart Action must be enabled, as outlined below:

  1. Navigate to enter your existing sandbox, or create a new sandbox session using the instruction below.
    • Under the Navigator, select Sandboxes under the Configuration section.
    • Click the Create Sandbox button, with the following values:
      • Name = HelpDesk (or something of your choosing; note that it is best practice to avoid using names with spaces)
      • Publishable = Yes
    • Select the tool Application Composer
    • Click Create and Enter.
  2. Navigate to the Application Composer by selecting it from the Tools drop-down on the top left-hand side of the page.
  3. Click on Smart Actions under Common Setup in the left-hand panel.
  4. In the search bar, type Journey and Enter.
  5. Under the column Enabled, change the appropriate Object's value to Yes.
  6. Under the sandbox name dropdown, select Publish.
  7. If prompted to Continue, click Continue.
  8. Click Done after publishing the sandbox.

Tips And Considerations

Note that Journeys are only seen by the employees on the My Help page if the journeys can be assigned to the employee.

Employees can assign a Journey to themselves by clicking on the person-plus icon.

Agents can assign a Journey by typing "Assign Journey" in the Action Bar at the top of a help desk request, and then choosing the Journey to be assigned.

Key Resources

Shortly after this feature is generally available, a demo will be found on Oracle Video Hub

Access Requirements

To assign journeys to workers, Help Desk agents need the below duty role assigned to them:

  • Manage Journey By HR (ORA_PER_MANAGE_JOURNEY_BY_HR)

To view the global journey templates configured by the administrator, and assign the global journey template to themselves, employee users need the below functional privileges assigned to them:

  • Explore Journeys (PER_EXPLORE_JOURNEYS)
  • View Global Journeys (PER_VIEW_GLOBAL_JOURNEYS)

To view and act on journeys assigned to them, employee users need the below duty role assigned to them:

  • Access Journey by Worker (ORA_PER_ACCESS_JOURNEY_BY_WORKER)

Help Desk Live Chat

From the My Help page in the Redwood UI experience, employees can use the chat widget to request a live chat which is then routed to an available agent. When accepting the chat, the agent is directed to an employee summary page to confirm the identity of the person with whom they are chatting and view the history of their requests. At the conclusion of the chat interaction, the chat transcript is captured and displayed on the employee interactions page for future reference. In addition to the My Help page, the chat widget can be embedded in HCM pages through configuration.

For an employee to initiate the chat, they click on the chat icon and fill in the relevant information.

For an agent to have a chat routed to them, they must set themselves as available to accept a chat. When the pop-up is given, the agent must accept the chat.

This feature includes a component that is only available through controlled availability. Please open an SR with Technical Support in order to enable this feature. 

Employees can connect with Help Desk agents over live chat when they need immediate interactive assistance.

Steps to Enable

Before you begin, be sure that your Chat Agents have the appropriate permissions as outlined in the Access Requirements Section below.

There are a number of steps to configure chat:

  1. Enter the promo code
  2. Enable the ability to Chat
  3. Configure the Queuing and Routing Rules
  4. Configure Chat in Visual Builder
  5. Validate Screen Pop Rules

Detailed instructions for each of these steps are found below.

Enter the Promo Code

To enable Chat, you will need to request a promotion code for Digital Engagement Channels Service. Open a Service Request with Technical Support to work with one of our Chat specialists.

  • Product = Engage
  • Summary = Requesting Access for Chat for Help Desk
  1. Go to Navigator -> My Enterprise -> Enterprise.
  2. Click on Manage Promotion Codes.
  3. Click on Enter Promotion Code.
  4. Enter the promo code provided by Oracle.
  5. Click Save and Close.
  6. The list should now show that “Digital Engagement Channels Service Promotion Code” is included in the controlled availability offerings.
  7. Click Done.

Enable the Ability to Chat

  1. Go to Setup and Maintenance.
  2. Choose Service (not Help Desk) from the Setup drop-down.
  3. At the top middle of the page, click the link Change Feature Opt-In.
  4. Highlight the line for Communication Channels.
  5. Click on the Edit pencil icon.
  6. Enable the following:
    1. Chat
    2. Omnichannel Routing
    3. Digital Engagement Channels Service
  7. Click Save and Close.
  8. Click Done.
  9. Now choose Help Desk from the Setup drop-down.
  10. Click on the Tasks icon on the right-hand side.
  11. Click Search.
  12. Search for Manage Service Assignment Objects.
  13. Select the line for HR Help Desk Queue, Code ORA_HRHD_Queue_Candidate_Object.
  14. Under Details, click on the Attributes tab.
  15. Look for Stripe Code (StripeCd) or any other attributes upon which you might want to route to a chat queue and create if it does not exist.
  16. Click Done.
  17. In the Search Bar, type Manage Administrator Profile Values and hit Enter.
  18. Click the link for Manage Administrator Profile Values.
  19. Search and set each of the following, if not already done:

Relevant Administrator Profile Values

Profile Code

Value

ORA_SVC_MCA_GLOBAL_PRESENCE_ENABLED

Yes

SVC_HD_SHOW_AVAILABILITY

N

SVC_ENABLE_OMNI

Yes

SVC_ENABLE_CHAT

Yes

SVC_CHAT_INLAYS_ACCESS_ENABLED

Yes

ORA_SVC_ENABLE_DEC_WITH_LIVEWINDOW

No

SVC_CHAT_ANONYMOUS_ACCESS_ENABLED

No**

**Set Anonymous Access to "No" if chat is ONLY used for Help Desk. If being used for other applications, such as Service Center, then use the default for whatever value is required for the other applications.

The last step for enabling the ability to chat is to make certain that the chat service is accessible.

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon on the right-hand side.
  3. Click Search.
  4. Search for Manage Global Search Profile Options.
  5. Search for ORA_CORS_ORIGINS.
  6. Ensure the value for the Site includes *.oraclecloud.com. If it does not, add it to the end of the value, with a space between each entry.
  7. Click Save and Close.

Configure the Queuing and Routing Rules

Queues and routing rules must be set up to meet your business requirements. 

Create a new chat queue:

  1. Go to Home -> Help Desk -> HR Help Desk Queues (generally in the shortcuts on the left-hand side).
  2. Click the Create Queue button and fill out the required fields.
    1. Check the box to make Activation Enabled.
    2. Click the radio button for the Distribution to be Automatic (Push).
  3. Click Save and Continue.
  4. Add the desired Chat Agents as resources on the queue.
  5. Click Save and Close.
  6. Click on the line containing the new queue to highlight it.
  7. Click on the Capacities... button.
  8. Set the chat capacity for each agent resource to the desired value.
  9. Click Save and Close.
  10. Click Done.
  11. Create a new chat queue for each logical chat group that is needed. 

Create the assignment rules:

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon on the right-hand side.
  3. Click Search.
  4. Search for Manage Service Assignment Rules.
  5. Select the Rule Set Category as appropriate:
    1. For HRHD: HR Help Desk Generic Queuing Rules
    2. For ISR: Internal Generic Queuing Rules
  6. Click the Plus sign to create a new Rule Set.
  7. Under the Generic Queue Rules heading, click the Plus sign to create a new Rule.
  8. Fill in the Rule Name, Description, and Effective Start Date.
  9. Click the Plus sign to add one or more Conditions for the assignment. For example, the routing could be based on Stripe:
    1. Object = HR Help Desk Queue
    2. Attribute = Stripe Code
    3. Operator = Equals
    4. Value = ORA_SVC_HRHD (for HRHD) or ORA_SVC_ISR (for ISR).
  10. Choose the Queue to be assigned when these condition(s) are met by clicking the Plus sign under Assign Help Desk Queue heading and selecting the queue to which the chat should be assigned.
  11. Click Apply.
  12. Click Done.
  13. When your assignment is complete, click Save and Close.
  14. Click Save at the Manage Service Assignment Rules page.
  15. Click Save and Publish.
  16. Click Done.

Configure Chat in Visual Builder Studio

To enable Chat and make the chat icon appear in the bottom of the MyHelp page:

  1. From the Navigator, go to Configuration -> Visual Builder.
  2. Within Visual Builder Studio, navigate to Extensibility -> App UIs -> helpdesk in the left-hand panel.
  3. Click on the Variables tab.
  4. Click on the chatSetup variable and replace the JSON to set the enableChat variable. When first setting up chat, you may want to copy the example shown in the description, changing the value for enableChat = true as shown:

{ "enableChat": true, "position": { "bottom": "100px", "right": "10px" }, "launchForm": [ { "name": "subject", "required": false, "relaunchValue": "keep" } ], "wcfsCdnPath": "https://ee.channels.ocs.oraclecloud.com/wcfs/23.10.0/wcfs-sdk.js", "i18n": { "en": { "chatTitle": "LiveAgent" }, "fr": { "chatTitle": "French", "plfSubjectLabel": "sub" } } }

Alternately, you may use this example, substituting your personal queue ID values for the "TBD" values below. 

{"enableChat":true,"position":{"bottom":"10px","right":"10px"},"launchForm":[{"name":"serviceRequestNumber","required":false,"relaunchValue":"keep"},{"name":"subject","required":false,"relaunchValue":"clear"},{"name":"stripeCode","required":true,"relaunchValue":"default","options":[{"value":"ORA_SVC_HRHD","text":"Personnel/Personal Issue (HRHD)"},{"value":"ORA_SVC_ISR","text":"Business Issue (ISR)"}]},{"name":"queueId","required":true,"relaunchValue":"clear","options":[{"value":"TBD","text":"Benefits"},{"value":"TBD","text":"Payroll"},{"value":"TBD","text":"Complaint/Grievance"},{"value":"TBD","text":"Maintenance"},{"value":"TBD","text":"Expenses"},{"value":"TBD","text":"Other"}]}],"wcfsCdnPath":"https://ee.channels.ocs.oraclecloud.com/wcfs/23.10.0/wcfs-sdk.js","i18n":{"en":{"chatTitle":"LiveAgent"}}}

Confirm Screen Pop Rules

Rules must be set up so that the screen pop will act appropriately based on the application and types of data known. For instance, if an HR Help Desk request number is provided, you may want to be taken directly to the request, while if you know the person but not the exact help desk request, then you will likely want to be taken to the Employee Summary page.

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon on the right-hand side.
  3. Click Search.
  4. Search for Manage Screen Pop Configuration.
  5. If one does not exist, create a Default Rule Set.
    1. Application Classification = Human Resources Help Desk. (This is whether you are using Internal Help Desk or HR Help Desk.)
    2. Interface Type of Redwood.
  6. For the Rules, you will confirm that the following tokens are mapped to the Page to Pop, by default:
  • HR Help Desk Request Number -> VB Edit HR Help Desk Request
  • Internal Help Desk Request Number -> VB Edit Internal Help Desk Request
  • Person Id -> VB Edit Employee
  • Contact Id -> VB Edit Employee

Tips And Considerations

This feature requires that you grant Help Desk agents the ability to set availability in the Global Shell.

Refer to What's New in 23C for more information on setting presence and availability in the Global Shell.

There is no integration between Oracle Digital Assistant and Live Chat as of 24B; however, you should look forward to seeing this in a future release.

If you want to configure more than one chat queue for assignment, you will likely need to collect some sort of information at the beginning of the chat in order to populate for the routing rules. To do this, you may want to modify your chat startup screen in order to collect the necessary information to invoke chat properly. An example is shown above.

If you plan to configure both Computer Telephony Integration and Chat, it is recommended that you configure and test only one before starting the other. Alternately, you could begin testing the configurations in separate environments, as some profile options can have impact on functionality that impacts both features.

Key Resources

After general availability of this feature, a video demonstrating the feature will be found on Oracle Video Hub.

You can configure the launchForm to customize the fields to shown in the pre-launch form. See the example above.

Fields to be Shown

  • name (required) - One of the supported connectionData keys, as listed below, or your custom field name.

    • businessUnitOrgId
    • categoryId
    • chatPriority
    • contactId
    • email
    • firstName
    • incidentSeverityCode
    • inventoryItemId
    • inventoryOrgId
    • lastName
    • organizationId
    • productGroupId
    • productId
    • queueId
    • serviceRequestNumber
    • stripeCode  ORA_SVC_HRHD (for HR Help Desk) or ORA_SVC_ISR (for all other Help Desks)
    • subject
  • required - Mark the fields as mandatory: false (default) | true

  • relaunchValue - What happen to the field value for the next conversation.

    • clear - This will set the value to empty.

    • default - This will reset the field to its default value, when empty it does the same as clear.

    • keep - This will keep the value from the previous conversation.

  • options - An array of value and text keys that when present will render an input drop-down list instead of an input field.

  • customFieldType - When the field is a custom field specify its type: text (default) | integer | textArea | date | dateTime | yesNo | menu(*).

    • (*) customFieldType "menu" requires options for the drop-down list values.

Labels

For custom field labels add a key in 18i that concatenates the field name with the word Label. As an example:

i18n: { en: { my_text_customfieldLabel: 'Text Field', my_textarea_customfieldLabel: 'Text Area', my_integer_customfieldLabel: 'Integer', my_yesno_customfieldLabel: 'Yes / No', my_menu_customfieldLabel: 'Menu', my_date_customfieldLabel: 'Date', my_datetime_customfieldLabel: 'Date Time' } }

Access Requirements

For Employees to have ability to chat with an agent, they should have the Help Desk User role.

Chat Agents must be given the privilege Use Chat Agent Features, which is given to the duty role Chat Agent by default.

Administrators who are first configuring Chat should have the Service Request Administrator job role (at least temporarily while setting up the chat) and either the HR Service Request Administration or Internal Service Request Administration role or a similar role having the Setup Service privilege.

Help Desk Analytics

Analyze Internal Help Desk Request Relationships

Relationships enhance the efficiency of your agents by making it easier to track interrelated issues. Visibility to relationships between Internal Help Desk Requests themselves or relationships with Cases help agents understand dependencies that might block speedier resolutions. For example, agents and managers would like to know the dependent Internal Help Desk Requests blocking resolution of a critical request.

A new subject area, 'Help Desk - Internal Service Request Relationships Real Time' with pre-built metrics and contexts helps you create impactful analyses for deeper insights into relationships.

Reports in the BI Catalog targeted at Manager and Agent roles provide summary and detailed views of relationships between source Internal Requests and other business objects.

My team's open Internal Requests showing related Requests and Cases

My team's open Internal Requests showing related Requests and Cases

 Business Objects Related to Internal Help Desk Requests by Relation Type

Make agents more efficient in resolving employee issues.

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).

Key Resources

Subject Areas for Transactional Business Intelligence

Allow manual submission of BI scheduled processes

This applies only if you are an existing Fusion Service/Help Desk customer running any of the following scheduled processes (ESS jobs):

  • Execute Incremental Load of SR Audit data for Reporting
  • Aggregate Service Requests
  • Execute Incremental Load of Cross-Channel Interaction Data for Reporting
  • Execute Incremental Load of HCM Person Mapping Data for Reporting

All the above jobs are auto submitted by the system. In 24B, they are being replaced with new manually submitted jobs that were initially released in 23B. If you have not previously done so, you should start running the four additional jobs (as applicable) mentioned in the table below.

Auto-submitted Scheduled Processes/Jobs (Existing)

New additional Schedule Process/Job to be started

Execute Incremental Load of SR Audit data for Reporting

Loads Service Request Life Cycle Data

Aggregate Service Requests

Loads Service Request and Interaction Data

Execute Incremental Load of Cross-Channel Interaction Data for Reporting

Loads Interaction Cross Channel Data

Execute Incremental Load of HCM Person Mapping Data for Reporting

Loads HCM Person Mapping Data

NOTE: 

The auto-submitted jobs will continue to run as before for now, since not all customers want to manually schedule their own jobs. The manually scheduled jobs must be run at least 14 times over 14 days before the processing of data being done by the auto-submitted jobs will start to instead be done by the manually scheduled jobs.  After the 14 days of running the manually scheduled jobs, the auto-submitted jobs will continue to run, but will process no data. 

Manually scheduled jobs give you greater control than the auto-submitted jobs. They allow you to cancel jobs, change their schedule intervals, or restart them as needed, without needing to contact Oracle.

Steps to Enable

  1. Navigation --> Tools ---> Scheduled Processes
  2. Click on 'Submit New Process' button
  3. Search for the new scheduled process that you wish to run in the pop up window
  4. Hit the 'Submit' button on the 'Process Details' pop up.

NOTE:

You need to run the additional job only if you are currently using the corresponding auto-submitted job (first column in the table) The recommended interval to schedule the jobs are discussed in the documentation for each job.The four auto-submitted jobs are being merged into a single auto-submitted job, called ‘Execute Service Business Intelligence Automatically Submitted Processes’, and the original jobs are being renamed as described in the following table.  You should not schedule the new auto-submitted job; please use the manually scheduled jobs described above.

Auto-submitted Scheduled Processes/Jobs (Existing)

Auto-submitted Scheduled Processes/Jobs (New)

Execute Incremental Load of SR Audit data for Reporting

Deprecated – Execute Incremental Load of SR Audit data for Reporting - Deprecated

Aggregate Service Requests

Deprecated - Aggregate Service Requests - Deprecated

Execute Incremental Load of Cross-Channel Interaction Data for Reporting

Deprecated - Execute Incremental Load of Cross-Channel Interaction Data for Reporting - Deprecated’

Execute Incremental Load of HCM Person Mapping Data for Reporting

Deprecated - Execute Incremental Load of HCM Person Mapping Data for Reporting - Deprecated

Tips And Considerations

If you are an impacted customer, this is an essential step to perform because the aforementioned auto-submitted BI jobs in Fusion Service will be discontinued in a future release.

Key Resources

Understanding Scheduled Processes

Access Requirements

  • Sales/Service Administrator
  • Human Resource Help Desk Administrator
  • Next Gen Human Resource Help Desk Administrator
  • Internal Help Desk Administrator