Self-Service Request 

Use

If employees require support for a particular self-service application, they can submit a request to the Employee Interaction Center (EIC) directly from the Employee Self-Service application.

A hyperlink is used to integrate the EIC request with the interface of the relevant self-service application. When an employee chooses this link, a self-service application comprising an Adobe form is launched. The employee can enter his or her request and contact details (such as telephone number) in the interactive fields of this form. After the employee has filled out this form, he or she can submit it to the EIC. This triggers a workflow that comprises the following steps:

●     The system determines the possible processors (EIC agents).

●     The system forwards the request to the EIC.

●     The system informs the employee by e-mail that an EIC agent has received the request.

The standard SAP system includes the workflow WS17900089. The task TS17900018 (E-Mail: Query Forwarded to EIC) is used for the e-mail information to employees.

Prerequisites

EIC Customizing Settings

To implement the self-service request, you must make the relevant settings in Customizing for the Employee Interaction Center. For more information, see the Implementation Guide (IMG) for Personnel Management under Employee Interaction Center ® EIC Request from Self-Services.

Integration in Self-Service Applications

To enable a link to be displayed on the interface of the relevant self-service application, you must define the EIC Request service as a help service. You must then assign the EIC Request service as a help service to the relevant self-service application. You make these settings on the Self-Services Homepage.

An internal service request is used to integrate EIC requests in the self-service applications. For general information, see Internal Service Request (ISR).