Enabling Siebel Helpdesk

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.

Siebel Helpdesk

Many of your will be aware of the Service Request business component and functionality in Siebel. It’s been around as long as Siebel itself and I fondly remember using it when I worked for Siebel many years ago – it formed the backbone of the ‘SupportWeb’ customer support portal (now My Oracle Support) and it’s integration into Siebel’s own internal implementation, eBiz.

What you may not know is that the concept of Service Request has been expanded and improved and now forms the basis of Siebel Helpdesk, an ITIL compliant service management component. You may be familiar with tools such as Remedy, which supports the ITIL processes for incident and problem management. Siebel Helpdesk is a much prettier, much more user friendly interpretation.

Over the coming month or so, I’ll look at what we need to do to enable Siebel Helpdesk within the Siebel Enterprise and how to expose the functions to customers and end users alike.