Introduction
HR Helpdesk is probably one of the most sought-after feature which HR Administrators, Support Engineers, Business Analyst, and end-users have been requesting for a long time now. Thankfully the same is delivered in the Release 13 version.
Prior to the availability of a delivered Helpdesk suite individual users either had to route their business requests (HR Related) either via some custom application or had to make requests via email. Neither of the two approaches was a full proof one as it really became difficult to track the requests and status. With this new feature, the HR Helpdesk has been integrated with the application and it’s just one single application which tracks the request as well as ensures that the real-time status is retrieved.
Enabled with advanced features like diverse communication channels (chat support, email, phone, web), interaction history, link to related articles, link to associated Service Requests and many more makes HR Helpdesk feature a very useful and attractive addition to the new release additional feature kit.
Let-us now quickly try to check how to create a simple Service Request in the application.
Creating a Service Request
Navigation -> Navigator -> HR Helpdesk -> HR Service Requests
One may even choose to navigate to the HR Service Requests page via the Springboard Icon
Once you click on ‘HR Service Request’ text it will take you to a new page where one can search for existing requests or even create new ones.
For this example, we will create a new service request (by clicking on “Create Service Request” Button)
This will open a new page where we would need to enter specific details like Title, Point of Contact, Severity, Category etc.
A typical filled in form would appear as below:
One may even add attachments too in the service request as required (we haven’t attached any for this specific example though).
Once you click on “Save and Continue” it will take you to a new screen which will appear as below:
All the other tabs namely (Messages, Contacts, Social and Related Service Requests) would appear as shown in screen-shot below:
Now we can click on “Save and Close” and the Service Request will be created. Once we press the “Save and Close” button it would take us to the Service Request Homepage where we will be able to view our newly created request
