HCM Helpdesk

HI All - I am from Birmingham City Council and we are using Oracle (HCM, ORC and Helpdesk). Would anyone from the public sector who is using Oracle and the helpdesk functionality, mind spending an hour (virtually) with us to explain how you are using the helpdesk functionality please? Whether you have adopted the oracle standard or made any changes etc.

We are particularly keen to understand whether your managers and employees can raise an SR on any employee or if you have some hierarchy controls in place to minimise data protection risks?  

Thank you