Getting Siebel Helpdesk up and running couldn’t be easier, due to the fact it’s a licensing option and not a component in it’s own right. Regardless of whether you install SEA or SIA, Siebel Helpdesk will be available to you.
Simply enable an appropriate Object Manager Component Group, for example Siebel Call Center, then enable Siebel Helpdesk via the appropriate license keys. Note, you can obtain ‘perpetual’ license keys via the Oracle Siebel License Key page. However, you must NOT use these keys in a Production or non-Production environment unless you have paid the appropriate license costs. If you want to try out functionality, including Siebel Helpdesk, use the time limited ‘all inclusive’ keys. You’ll have to re-enter them as they expire, but that’s a small price to pay compared to Oracle knocking at your door demanding license fees!
Then it’s really just a simple case of adding corresponding Responsibilities to your users:
- Change Management: Give the ability for users to create and manage Changes
- ERM Analytics HelpDesk: This enables access to the BI reports centered around the Helpdesk functionality
- ERM User: An interesting one that we’ll cover in more detail later. Gives an external user access to the standard interactivity functionality
- HelpDesk Agent: This is the basic, internal user responsibility
Full details and instructions can be found in Siebel Bookshelf.