Does any one of you have worked on HR Help Desk? What i know about this feature is it helps employees to log their issue through self-service.
After reading some materil and oracle notes(TOI) i have couple of questions, which I think you can easly answer:-
1. Which function employee will use from employee-self service to log an issue?
2. Is it mendatory to have people-Soft CRM to implement HR help Desk
3. How a moderator/help desk (not sure about exact term) can see the issues logged by employees and give resolution. I did not see any thing relevant on HR HELP desk responsibility.
Many more questions will be followed after your response so please be patience . Happy learning.
Did you go through the user guide - Oracle Human Resources Management Systems Configuring, Reporting, and System Administration Guide
It clearly gives an example with a flowchart. Looks like the People-soft 360 view page invokes an oracle SS page which then lets you update the details.
You cannot expect more than what you see from oracle documentation , but try out the steps mentioned in the link.
Or, speak to support and see if Dev can pass a detailed guide on hoe to set-up the functionality.
Yes, I have gone through that but explanation is nowhere close and relevant for beginers. After reading below lines only I asked whether People Soft CRM is must to implement HR Help Desk. If so, I have to stop here only as I do not have PeopleSoft.
The HR Help Desk functionality uses Oracle HRMS applications and Oracle's PeopleSoft CRM HelpDesk for Human Resources to enable HR help desk users to access Oracle HRMS and resolve any employee queries.
The PeopleSoft Helpdesk for Human Resources module resides within the PeopleSoft CRM pillar footprint. It has specific functionaility for HR, but it just happens to reside within the PeopleSoft CRM enviornment.
There is version specific integration delivered from Peoplesoft Helpdesk for Human Resources to both PeopleSoft HRMS and Oracle EBS HRMS. There are numerous layers of integration used for various purposes.
Any employee can access the self service pages of PeopleSoft Helpdesk for Human Resources (technically it is the compliemtary module called PeopleSoft Helpdesk for Employee Self Service). The self service functions include: Search Knowledgbase, FAQs, Add Case, Manager Case, etc. When an employee can not find the information they want on the self service pages, then can create a case which is sent to the HR Helpdesk Agents who can then respond to the employee (via email, updates to ticket are available on employee self service, call, etc.). If you have PeopleSoft HRMS 9.2, we added self service case creation into the Peoplesoft HR self service pages (both employee SS and Manager SS).
To get more information check out our solution factor for our HR Helpdesk solution.