PeopleSoft Enterprise HelpDesk

for Human Resources

Integration Packs Technical Overview

An Oracle White Paper

2005
 PeopleSoft Enterprise HelpDesk
for Human Resources

Section 1 – Introduction and Feature Overview .......................................... 3

Background.................................................................................................... 3
Problem/Need Statement ........................................................................... 3
High-Level Requirements............................................................................ 4
Worker EIP requirement ........................................................................ 4
360 Degree View requirement................................................................ 4
Action Links requirement –.................................................................... 5
Assumptions .................................................................................................. 5
Features Scoped In ....................................................................................... 5
Features Scoped Out .................................................................................... 6
Packaging ....................................................................................................... 6
Licensing ........................................................................................................ 6
Section 2 - Technical Design Overview – 360 Degree View Processing
Overview............................................................................................................. 6
Technical Design Detail – 360 Degree View............................................ 8
Design Overview...................................................................................... 8
XML Request and Response..................................................................... 11
PeopleSoft Enterprise CRM Node Setup ............................................... 11
PeopleSoft Enterprise HRMS XML Link Setup.................................... 11
Single Sign-on.............................................................................................. 12
Data Model Changes .................................................................................. 12
Integration.................................................................................................... 14
Section 3 - Technical Design Overview – Action Links ........................... 14
Technical Design Detail – Action Links ................................................. 15
Data Model Changes .................................................................................. 16
On-line Transactions.................................................................................. 16
Section 4 – Implementation Estimates ........................................................ 17

PeopleSoft Enterprise HelpDesk for Human Resources Page 2


We do recommend using both PeopleSoft
Enterprise Computer Telephony
Integration and PeopleSoft Enterprise HD
for Employee Self-Service to enhance the
functionality delivered by the PeopleSoft
Enterprise HelpDesk for Human Resources
solution, and to deliver maximum
optimization through increased
automation and self-service.
PeopleSoft Enterprise HelpDesk
for Human Resources
SECTION 1 – INTRODUCTION AND FEATURE OVERVIEW
Background
As part of Oracle’s PeopleSoft Enterprise Customer Relationship Management
(CRM) 8.8 release, Oracle’s PeopleSoft Enterprise HelpDesk for Human Resources
has been introduced as a version 1.0 product. PeopleSoft Enterprise HelpDesk for
Human Resources 8.8 integrates with Oracle’s PeopleSoft Enterprise Core HR on
Oracle’s PeopleSoft Enterprise HRMS 8.8 platform.
PeopleSoft Enterprise HelpDesk for Human Resources is contained within the
PeopleSoft Enterprise CRM 8.8 platform along with other CRM product modules
(Oracle’s PeopleSoft Enterprise Computer Telephony Integration, Oracle’s
PeopleSoft Enterprise HD for Employee Self-Service, and so forth.) The
PeopleSoft Enterprise HelpDesk for Human Resources solution can be used as
standalone or independent CRM application. No additional CRM product licenses
are required to successfully install and use PeopleSoft Enterprise HelpDesk for
Human Resources. We do recommend using both PeopleSoft Enterprise Computer
Telephony Integration and PeopleSoft Enterprise HD for Employee Self-Service to
enhance the functionality delivered by the PeopleSoft Enterprise HelpDesk for
Human Resources solution, and to deliver maximum optimization through
increased automation and self-service.
Problem/Need Statement
PeopleSoft Enterprise HelpDesk for Human Resources 8.8 was launched in late
2002 (general availability in December 2002). HRMS customers were initially
required to upgrade their production HRMS system to PeopleSoft Enterprise
HRMS Release 8.8 to install PeopleSoft Enterprise HelpDesk for Human
Resources 8.8. Upgrading to PeopleSoft Enterprise HRMS 8.8 required that all
other products that reside within either the 8SP1 or the 8.3SP1 HRMS platform be
upgraded. The process of upgrading an entire HRMS suite of products to 8.8 could
be cost prohibitive for customers who have recently upgraded to the PeopleSoft
Enterprise HRMS 8.X platform.
In order to enable greater customer adoption of PeopleSoft Enterprise HelpDesk
for Human Resources, PeopleSoft Enterprise HRMS 8SP1 and 8.3SP1 customers
PeopleSoft Enterprise HelpDesk for Human Resources Page 3

For security reasons, this data is not
stored on the PeopleSoft Enterprise CRM
application. Instead, the 360∞ view
requires real time integration of
PeopleSoft Enterprise HRMS and
PeopleSoft Enterprise CRM via a
synchronous request/response Enterprise
Integration Point (EIP). These EIP’s have
been reworked within the PeopleSoft
Enterprise Integration Pack to provide the
same real time integration to PeopleSoft
Enterprise HRMS 8SP1 or the PeopleSoft
Enterprise HRMS 8.3SP1.
required a PeopleSoft Enterprise solution. This solution would enable them to
quickly and successfully implement the PeopleSoft Enterprise 8.8 HelpDesk for
Human Resources without first completing an upgrade to the PeopleSoft
Enterprise HRMS 8.8 platform. This white paper announces the release of Oracle’s
PeopleSoft Enterprise Integration Packs for PeopleSoft Enterprise HelpDesk for
Human Resources to both the PeopleSoft Enterprise HRMS 8SP1 or the
PeopleSoft Enterprise HRMS 8.3SP1 platform. There is no additional charge for
these Integration Packs for PeopleSoft Enterprise HRMS customers who are
current with their maintenance agreement.
High-Level Requirements
The prebuilt integration points between PeopleSoft Enterprise HelpDesk for
Human Resources and PeopleSoft Enterprise HRMS occur in three areas:
• the Worker EIP
• the 360 Degree View of the Worker, and
• the Action Links from the Case Page into pre-defined HRMS transaction
pages.
Worker EIP requirement
The Worker EIP did not have to be modified for the PeopleSoft Enterprise
Integration Packs. There were changes to the Worker EIP in the initial
development of PeopleSoft Enterprise 8.8 HelpDesk for Human Resources within
CRM. Since the PeopleSoft Enterprise Integration Pack does not need to support
earlier versions of PeopleSoft Enterprise CRM (only 8.8), changes were not
required.
360 Degree View requirement
The PeopleSoft Enterprise HD for HR 360∞ view is designed to provide secure
real time HRMS information on the workforce of an organization. The PeopleSoft
Enterprise HD for HR agent or specialist will have a real time view into the
PeopleSoft Enterprise HRMS information such as Personal Data, Job, Position
Summary, Payroll Summary, Benefits Summary, Dependent/Benefits and Direct
Reports information. This information is sensitive data, and it therefore should be
viewed only by authorized personnel. For security reasons, this data is not stored
on the PeopleSoft Enterprise CRM application. Instead, the 360∞ view requires
real time integration of PeopleSoft Enterprise HRMS and PeopleSoft Enterprise
CRM via a synchronous request/response Enterprise Integration Point (EIP).
These EIP’s have been reworked within the PeopleSoft Enterprise Integration Pack
to provide the same real time integration to PeopleSoft Enterprise HRMS 8SP1 or
the PeopleSoft Enterprise HRMS 8.3SP1.
Security from PeopleSoft Enterprise HRMS will determine if the HR agent or
specialist has access to particular sections such as Job, Payroll, Benefits and Direct
PeopleSoft Enterprise HelpDesk for Human Resources Page 4

The integration between PeopleSoft
Enterprise CRM 8.8 HD for HR and
PeopleSoft Enterprise HRMS 8.8 works
seamlessly because both of the
applications are developed on Oracle’s
PeopleSoft Enterprise PeopleTools 8.4x.
Their 8.4 portal registries have the same
format.
Reports. In situations where the employee has multiple jobs, if the agent has access
to one job, all job information will be retrieved. In this way the agent will have a
true 360∞ view of the requestor as no data has been screened.
Integration and connection from PeopleSoft Enterprise CRM to PeopleSoft
Enterprise HRMS 8.3SP1/8SP1 will differ slightly from that of PeopleSoft
Enterprise HRMS 8.8. With PeopleSoft Enterprise HRMS 8.8 and PeopleSoft
Enterprise CRM 8.8 Integration Broker was used to send and receive the
synchronous messages. With PeopleSoft Enterprise HRMS 8.3SP1/8SP1 XML
links will be utilized for PeopleSoft Enterprise HRMS to connect to the PeopleSoft
Enterprise CRM 8.8 Integration Broker.
Action Links requirement –
The integration between PeopleSoft Enterprise CRM 8.8 HD for HR and
PeopleSoft Enterprise HRMS 8.8 works seamlessly because both of the
applications are developed on Oracle’s PeopleSoft Enterprise PeopleTools 8.4x.
Their 8.4 portal registries have the same format. On the other hand, the URLs that
are generated in PeopleSoft Enterprise CRM 8.8 for the PeopleSoft Enterprise
HRMS 8SP1 and 8.3SP1 transactions have to be modified to be compatible with
the PeopleSoft Enterprise PeopleTools 8.1x format. The primary purpose of the
PeopleSoft Enterprise Integration Pack is to integrate PeopleSoft Enterprise CRM
HRHD 8.8 to predefined PeopleSoft Enterprise HRMS transaction pages within
either 8SP1or 8.3SP1.
Assumptions
• Single sign-on to PeopleSoft Enterprise databases is enabled.
• The PeopleSoft Enterprise HRMS links are to non-self-service transactions.
(Note: switch user is required when the HR agent or specialist goes from
PeopleSoft Enterprise CRM to PeopleSoft Enterprise HRMS even if they are
not accessing a self -service transaction)
• The PeopleSoft Enterprise CRM HelpDesk for Human Resources
application will use the integrated portal technology incorporated into
PeopleSoft Enterprise 8.8.
• If running in an enterprise portal environment, only the links delivered in 8.8
will be available. This is a reminder that there are no links to external URL’s
with the exception of the certified link to Authoria HR from the Case page.
Features Scoped In
There are no functional changes as part of the PeopleSoft Enterprise Integration
Pack.
PeopleSoft Enterprise HelpDesk for Human Resources Page 5

If the customer plans to add portal registry
entries from external links (including
PeopleSoft Enterprise CRM links in
PeopleSoft Enterprise HRMS or PeopleSoft
Enterprise HRMS links in PeopleSoft
Enterprise CRM), then the customer needs
to buy the PeopleSoft Enterprise Portal.
This includes links for pagelets as well as
links for menu items..
Features Scoped Out
There are no functional changes that have been scoped out as part of the
PeopleSoft Enterprise Integration Pack.
Packaging
The PeopleSoft Enterprise HelpDesk for Human Resources Integration Packs will
be delivered to customers via individual APRDs for both the PeopleSoft Enterprise
HRMS 8SP1 integration to PeopleSoft Enterprise CRM 8.8, as well as for
PeopleSoft Enterprise HRMS 8.3SP1 integration to PeopleSoft Enterprise CRM
8.8. There will be a PeopleSoft Enterprise CRM APRD and an PeopleSoft
Enterprise HRMS APRD for the respective objects in each product line. These
objects will not be incorporated into the subsequent release after 8.8, since
PeopleSoft Enterprise HelpDesk for Human Resources Integration Packs will not
be supported for use with releases after PeopleSoft Enterprise HRMS 8.8.
Licensing
For customers who want to use the PeopleSoft Enterprise 8.8 HelpDesk for
Human Resources product, it is not necessary to license the PeopleSoft Enterprise
Portal.
If the customer plans to add portal registry entries from external links (including
PeopleSoft Enterprise CRM links in PeopleSoft Enterprise HRMS or PeopleSoft
Enterprise HRMS links in PeopleSoft Enterprise CRM), then the customer needs
to buy the PeopleSoft Enterprise Portal. This includes links for pagelets as well as
links for menu items. If the cross-database links are shipped as part of product
supported by PeopleSoft Enterprise software then they're ok and can keep and use
these as part of an application portal. Some customers have chosen to add a few
links on application pages built with PIA to avoid having to buy a PeopleSoft
Enterprise Portal. This is OK. It obviously has maintainability issues if these
customers have to add a considerable amount of content. In that example, a
PeopleSoft Enterprise Portal is warranted if the customer is using external content
extensively. In other words, as a customer you determine what level of portal
technology you need, and you license only what you need.
If a customer already owns a PeopleSoft Enterprise Portal, then they have the right
to enter cross database links on their own in any portal implementation (including
all application portals). However, any scripts for navigational maintenance shipped
with the PeopleSoft Enterprise Portal are only supported in the PeopleSoft
Enterprise Portal database. This is the only place those scripts have been tested,
and can guarantee or support configurations available for GSC.
SECTION 2 - TECHNICAL DESIGN OVERVIEW – 360 DEGREE VIEW
PROCESSING OVERVIEW
A requestor will contact the PeopleSoft Enterprise HD for HR agent or specialist
by phone or email. The agent/specialist most likely begins the request to resolve, or
PeopleSoft Enterprise HelpDesk for Human Resources Page 6
support, process on their personal home page within the PeopleSoft Enterprise HD
for HR application. For security reasons, additional information may be required
from the requestor such as their name, employee ID or National ID (SSN or SIN)
before the agent can precisely confirm the identify of the requestor, and launch the
360 degree view page. Once the agent/specialist opens the 360 degree view for the
requestor, PeopleSoft Enterprise CRM will send an XML request message to
PeopleSoft Enterprise HRMS.
A business process map overview of this integration follows:

CRM HelpDesk Process Flow to HRMS 8.3SP1 or 8SP1

Changes from HRMS 8.8 to 8.3SP1

or 8SP1 Integration:

1. CRM connector points to HRMS XML link

servlet rather than Integration Broker

2. Tools 8.1 functions will replace the 8.4

application class used to parse XML,
verify user/data and generate XML post

PeopleSoft Enterprise HelpDesk for Human Resources Page 7

 The PeopleSoft Enterprise HD for HR agent/specialist can access four different
categories of information from the PeopleSoft Enterprise HRMS data source.
These categories include specific high volume or frequently changed data fields
from the following PeopleSoft Enterprise HRMS data categories:
• Job Information
• Benefit/Beneficiary
• Payroll
• Direct Reports
The PeopleSoft Enterprise HRMS data retrieval is processed after the incoming
request from PeopleSoft Enterprise CRM is received by the XMLLink servlet
HRMS360 service. By its Tools definition, the HRMS360 service will then call the
WEBLIB_HRMS360.FUNCLIB_FLD.FieldFormula Iscript_HRMS360 function.
This function performs the following actions:
1) Captures the request XML
2) Authenticates the user cookie
3) Verifies the requestor/employee being passed
4) Retrieves employee data requested
5) Performs error verification if incorrect information is passed
6) Returns employee data as XML document

Technical Design Detail – 360 Degree View

Design Overview

Much of the overall architecture is similar between the PeopleSoft Enterprise

Much of the overall architecture is similar
HelpDesk integration to PeopleSoft Enterprise HRMS 8.8. There are a few
between the PeopleSoft Enterprise
HelpDesk integration to PeopleSoft differences in the technologies used. The differences in the setup on the PeopleSoft
Enterprise HRMS 8.8. There are a few Enterprise HRMS system are as follows:
differences in the technologies used.

PeopleSoft Enterprise HelpDesk for Human Resources Page 8

 PeopleSoft Enterprise HRMS Data Transfer
PeopleSoft Enterprise HRMS 8.8 PeopleSoft Enterprise HRMS 8.3/8.0

PeopleSoft Enterprise Tools 8.4 Integration PeopleSoft Enterprise Tools 8.1 XML Links w/
Broker synchronous HTTP target connector

PeopleSoft Enterprise Tools 8.4 Integration PeopleSoft Enterprise Tools 8.1 XML Link
Broker servlet, Single sign-on

PeopleSoft Enterprise HRMS Data Retrieval

PeopleSoft Enterprise HRMS 8.8 PeopleSoft Enterprise HRMS 8.3/8.0

PeopleSoft Enterprise Tools 8.4 Application
Class methods, HD_360_REQUEST and
HD_360_RESPONSE messages
PeopleSoft Enterprise Tools 8.1 XML link
service calling registered Weblib functions.
Weblib will use similar SQL as in 8.8 to fetch
PeopleSoft Enterprise HRMS data. BIdoc
method will be used to manually build XML
document to be sent back to PeopleSoft
Enterprise CRM.

The PeopleSoft Enterprise HD for HR
Integration Pack will not be able to take
advantage of the PeopleSoft Enterprise
Integration Broker’s synchronous
messages (introduced in PeopleSoft
Enterprise Tools 8.4) for the 360 degree
view. Consequently, XML links services
will be used to receive incoming business
interlinks and post the response XML with
the GetBIDoc function.
The PeopleSoft Enterprise HD for HR Integration Pack will not be able to take
advantage of the PeopleSoft Enterprise Integration Broker’s synchronous messages
(introduced in PeopleSoft Enterprise Tools 8.4) for the 360 degree view.
Consequently, XML links services will be used to receive incoming business
interlinks and post the response XML with the GetBIDoc function.
The general flow of the processing and retrieval of PeopleSoft Enterprise HRMS
data will be similar to that used for PeopleSoft Enterprise HRMS 8.8. The
application package used to instantiate the class and methods used in 8.8 will be
translated into functions contained within the WEBLIB_HRMS360 and
FUNCLIB_HRHD360 records.
An example of the PeopleSoft Enterprise HD for HR 360 degree view application
process flow using PeopleSoft Enterprise Tools 8.4 and PeopleSoft Enterprise
Tools 8.1 follows. The following table outlines the process for obtaining the
birthdate for an employee once the request XML has been received and parsed
from the PeopleSoft Enterprise HD for HR agent or specialist.

PeopleSoft Enterprise Tools 8.4 PeopleSoft Enterprise Tools 8.1

Generate object &MyEmployee = create &RESPONSE = GetBiDoc("");

to build XML Ee360(&RequestMSG,
&ResponseMSG.Name);

Define XML &ResponseMSG = &ret =

structure and CreateMessage(Message.HD_360_ &RESPONSE.AddProcessInstructio

PeopleSoft Enterprise HelpDesk for Human Resources Page 9

 PeopleSoft Enterprise Tools 8.4 PeopleSoft Enterprise Tools 8.1

tags RESPONSE_SYNC); n("<?xml version=""1.0""?>");

Local Message &MsgOut; &LEVEL1 =

&RESPONSE.CreateElement("HD_
360_RESPONSE_SYNC");

Local string &MsgOutNme; &temp2 =

&temp1.CreateElement("HD_360_P
ERS_WRK");

/*** Init Instance Variable: Output &ret = &temp2.AddAttribute("class",

Rowset ***/ "R");

&MsgOutNme = "Message." |
&outRespMsgNme;

&MsgOut =
CreateMessage(@&MsgOutNme);

&e_ResponseRS =
&MsgOut.GetRowset();

Fetch Personal &SqlFetch = CreateSQL("select &temp3 =

Data %dateout(BIRTHDATE) from &temp2.CreateElement("BIRTHDA
%Table(PERSON) where EMPLID TE");
= :1", &e_EmplId);

(get birthdate) &a = &SqlFetch.Fetch(&BirthDt); &ret = &temp3.AddAttribute("type",

"DATE");

&SqlFetch.Close(); &RsPersData =
CreateRowset(Record.PERS_DAT
A_EFFDT);

&e_ResponseRS(1).HD_360_PER &RsPersData.Fill("WHERE EMPLID

S_WK.BIRTHDATE.Value = = :1", &e_Emplid);
&BirthDt;

PopulateBIDocFromRecord(&RsPer
sData, &inBiDocs,
"HD_360_PERS_WRK");

PopulateBIDocFromRecord(&RsPer
sData, &inBiDocs,
"HD_360_PERS_WRK");

Return birthdate Return &e_ResponseRS; &XML_STRING =

and populate &RESPONSE.GenXmlString();
XML doc

PeopleSoft Enterprise HelpDesk for Human Resources Page 10


The incoming request XML from the
PeopleSoft Enterprise HD for HR agent or
specialist will be the same as it is for
PeopleSoft Enterprise HR 8.8. No
modifications will be needed for this
request XML.
Detailed set-up and configuration
information will be available in the
installation document and in the APRD
packaging information.
PeopleSoft Enterprise Tools 8.4 PeopleSoft Enterprise Tools 8.1
&ResponseMSG.CopyRowset(&My %Response.Write(&XML_STRING);
Employee.get360RS());
ReturnToServer(&ResponseMSG);
XML Request and Response
The incoming request XML from the PeopleSoft Enterprise HD for HR agent or
specialist will be the same as it is for PeopleSoft Enterprise HR 8.8. No
modifications will be needed for this request XML.
The response XML will be created by the GetBIDoc function during the HR data
retrieval process. The XML will be built as the PeopleSoft Enterprise PeopleCode
logic steps through the different date sets that were requested from the HD for HR
agent or specialist. Whereas the XML document generation was automated for
PeopleSoft Enterprise HR 8.8, the XML build process will need to be manual for
8.3/8.0 since the outgoing synchronous PeopleSoft Enterprise Integration Broker is
not available for PeopleSoft Enterprise Tools 8.1x. Each data field will be added in
order to the XML document during processing. Similar SQL from PeopleSoft
Enterprise HR 8.8 will be used to obtain the data for this integration pack.
Once the PeopleSoft Enterprise HRMS 8.3/8.0 Response XML has been built, it is
then posted back to the PeopleSoft Enterprise CRM 8.8 Integration Broker using
the %Response.Write(&XML_STRING) method from within
WEBLIB_HRMS360.
PeopleSoft Enterprise CRM Node Setup
Detailed set-up and configuration information will be available in the installation
document and in the APRD packaging information. The high level PeopleSoft
Enterprise CRM node set-up instructions include the following.
1. Modify integrationgateway.properties file by adding a Non-Default node
2. Load connectors into the gateway
3. Create new node for PeopleSoft Enterprise HRMS 8.3 HelpDesk for
Human Resources
4. Configure Connector
5. Add Transactions
PeopleSoft Enterprise HRMS XML Link Setup
The PeopleSoft Enterprise HRMS 8.3SP1 or 8Sp1 environment needs to be
configured to receive inbound XML requests with the following steps:
1. Create an Iscript function to receive the XML requests. The
Iscript_HRMS360() function will contain Peoplecode that will handle the
XML parsing, verification, error handling, data retrieval and XML posting.
PeopleSoft Enterprise HelpDesk for Human Resources Page 11
 2. Register the Iscript function by service name in Application Designer,
Maintain Security > Use > Permission Lists > Web Libraries >
Update/Display.
3. Grant security to the permission list to access the appropriate web library
Iscript.
4. Define a service for the XML link servlet that will be handling incoming
XML requests
5. Enter the service name, record name, record.field name, event, access level
and function name to the XML Link registry page.
6. For additional information, refer to the PeopleTools 8.14 PeopleBooks:
• Business Interlink Used with XML Guide > Creating an Inbound Business
Interlink

Single Sign-on needs to be configured on
the PeopleSoft Enterprise HRMS side in
order to accept seamless requests from
the PeopleSoft Enterprise HD for HR agent
or specialist.
Single Sign-on
Single Sign-on needs to be configured on the PeopleSoft Enterprise HRMS side in
order to accept seamless requests from the PeopleSoft Enterprise HD for HR
agent or specialist. In order to set up the single sign-on on the PeopleSoft
Enterprise HRMS content provider database, perform the following tasks:
1. Make sure the Portal Host (PeopleSoft Enterprise CRM) database contains
the Content Provider’s (PeopleSoft Enterprise HRMS) mapped URI, which
includes the full network domain name.
2. The Content Provider database contains a trusted local message node and a
trusted non-local copy of the Portal Host database’s local message node.
3. The Portal Host database and the Content Provider database have a
common User Id (VP1).
4. For additional information on the above steps, please refer to the
PeopleSoft Enterprise Portal 8.1x Installation document, Single Sign-on
chapter.

Data Model Changes

New tables include:
Table Name Description New/ High Related
Modify Volume Languag
e

WEBLIB_HRMS360 Processes incoming and New N N

builds outgoing XML

FUNCLIB_HRMS Stores various functions in New N N

the FUNCLIB_FLD

FieldFormula to be used

PeopleSoft Enterprise HelpDesk for Human Resources Page 12

Table Name Description New/ High Related
Modify Volume Languag
e

by WEBLIB_HRMS360

EMPLMT_SRCH_HD Work records used as New N N

placeholders for Benefits,
HD_360_ADDR_WK
Personal Data, Pay and
HD_360_BEN_VW Direct Reports data

HD_360_BEN1W_VW

HD_360_BEN1X_VW Views created to handle

retrieval of Benefits data
HD_360_BEN2A_VW

HD_360_BEN2B_VW

HD_360_BEN2W_VW

HD_360_BEN3W_VW

HD_360_BEN3X_VW

HD_360_BEN4W_VW

HD_360_BEN4X_VW

HD_360_BEN5W_VW

HD_360_BEN5X_VW

HD_360_BEN6W_VW

HD_360_BEN6X_VW

HD_360_BEN7W_VW

HD_360_BEN7X_VW

HD_360_BEN8W_VW

HD_360_BEN8X_VW

HD_360_BEN9W_VW

HD_360_BEN9X_VW

HD_360_BENDP_VW

HD_360_BENDP_WK

HD_360_BENEE_WK

HD_360_DEP1X_VW

HD_360_DEP2X_VW

HD_360_DEP4X_VW

PeopleSoft Enterprise HelpDesk for Human Resources Page 13

Table Name Description New/ High Related
Modify Volume Languag
e

HD_360_DEP8X_VW

HD_360_EMGCY_WK

HD_360_EMPH_WK

HD_360_JOB_WK

HD_360_NID_WK

HD_360_PAY_WK

HD_360_PERS_WK

HD_360_PHNE_WK

HD_360_REPTO_WK

HD_360_RQST_WK

Integration
Synchronous messaging is used to send information between the two PeopleSoft
Enterprise databases (PeopleSoft Enterprise HRMS and PeopleSoft Enterprise
CRM).

SECTION 3 - TECHNICAL DESIGN OVERVIEW – ACTION LINKS

The diagram below shows the possible combinations of PeopleSoft Enterprise
CRM HelpDesk for Human Resources 8.8, PeopleSoft Enterprise HRMS 8SP1 and
8.3SP1, and PeopleSoft Enterprise Portal 8.1 and 8.4.

PeopleSoft Enterprise HelpDesk for Human Resources Page 14


Detailed set-up and configuration
information will be available in the
installation document and in the APRD
packaging information.
Technical Design Detail – Action Links
Detailed set-up and configuration information will be available in the installation
document and in the APRD packaging information.
For PeopleSoft Enterprise CRM HelpDesk for Human Resources 8.8 linking
directly to PeopleSoft Enterprise HRMS 8SP1 or 8.3SP1, the URI needs to be
entered in the Portal Content URI on the content provider node on PeopleSoft
Enterprise CRM database. The Portal Content URI = HRMS URL, e.g.
http://knguyen3101501.peoplesoft.com/servlets/iclientservlet/peoplesoft8/
For PeopleSoft Enterprise CRM HelpDesk for Human Resources 8.8 in the
PeopleSoft Enterprise Portal 8.4, the URI needs to be entered in the Portal Content
URI on the content provider node on PeopleSoft Enterprise CRM database. The
Portal Content URI = HRMS URL, e.g.
http://knguyen3101501.peoplesoft.com/servlets/iclientservlet/peoplesoft8/
For PeopleSoft Enterprise CRM HelpDesk for Human Resources 8.8 and
PeopleSoft Enterprise HRMS 8 SP1 or 8.3 SP1 in the PeopleSoft Enterprise Portal
8.4, the URI needs to be entered in the Portal Content URI on the content
provider node on PeopleSoft Enterprise CRM database. The Portal Content URI =
PA URL + HRMS URL, e.g.
http://jbaxter101502.peoplesoft.com/psp/ps/EMPLOYEE/HRMS/e/?url=http:
//knguyen3101501.peoplesoft.com/servlets/iclientservlet/peoplesoft8/
The follows are the URL Texts for Content References on PeopleSoft Enterprise
PeopleTools 8.1x and 8.4x from the PeopleSoft Enterprise
PortalProducts8.4_InstallationGuide.pdf
The URL Text for Content References on PeopleSoft Enterprise PeopleTools 8.1x
is of the form:
?ICType=Panel&Menu=MAINTAIN_SECURITY&Market=GBL&PanelGroupN
ame=USERMAINT&ParamName=ParamValue
The URL Text for Content References on PeopleSoft Enterprise PeopleTools 8.4x
is of the form:
c/MAINTAIN_SECURITY.USERMAINT.GBL?ParamName=ParamValue
PeopleSoft Enterprise HelpDesk for Human Resources Page 15

PeopleSoft Enterprise HRMS 8SP1 and
8.3SP1 are on PeopleSoft Enterprise
PeopleTools 8.1, and PeopleSoft
Enterprise CRM is on PeopleSoft
Enterprise PeopleTools 8.4. Because
PeopleSoft Enterprise PeopleTools
versions are different, their URL’s are also
different. From the HRHD Case on
PeopleSoft Enterprise PeopleTools 8.4,
when launching a new window to open
PeopleSoft Enterprise HRMS pages on
PeopleSoft Enterprise PeopleTools 8.1, the
URL needs to be reformatted to
appropriate URL on PeopleSoft Enterprise
PeopleTools 8.1.
PeopleSoft Enterprise HRMS 8SP1 and 8.3SP1 are on PeopleSoft Enterprise
PeopleTools 8.1, and PeopleSoft Enterprise CRM is on PeopleSoft Enterprise
PeopleTools 8.4. Because PeopleSoft Enterprise PeopleTools versions are different,
their URL’s are also different. From the HRHD Case on PeopleSoft Enterprise
PeopleTools 8.4, when launching a new window to open PeopleSoft Enterprise
HRMS pages on PeopleSoft Enterprise PeopleTools 8.1, the URL needs to be
reformatted to appropriate URL on PeopleSoft Enterprise PeopleTools 8.1.
The URL of the PeopleSoft Enterprise HRMS page = URI + URL Text where the
URI is defined on the Portal Content and URL is defined on Content Reference.
The following changes are included in the Integration Pack:
• Rewriting PeopleSoft Enterprise PeopleCode to reformat URL’s.
• For the PeopleSoft Enterprise CRM 8.8 linking with PeopleSoft
Enterprise HRMS 8SP1 or 8.3SP1, the links will open in 8.1 format.
• For PeopleSoft Enterprise CRM 8.8 in the Enterprise Portal 8.4, the links
with PeopleSoft Enterprise HRMS 8SP1 and 8.3SP1 will open in the 8.1
format.
• For PeopleSoft Enterprise CRM 8.8 and PeopleSoft Enterprise HRMS
8SP1 or 8.3SP1 in the PeopleSoft Enterprise Portal 8.4, the links with
PeopleSoft Enterprise HRMS 8SP1 and 8.3SP1 will open in the 8.4 portal.
Data Model Changes
The PeopleSoft Enterprise CRM tables are the same as delivered in PeopleSoft
Enterprise CRM 8.8 HelpDesk for Human Resources.
The PeopleSoft Enterprise CRM fields are the same as delivered in PeopleSoft
Enterprise CRM 8.8 HelpDesk for Human Resources.
On-line Transactions
Pages that have been added to RC_LINK_CAT component:
Page Name Description
RC_LINK_CAT_PNL Link Category Definition for HR Help Desk
links.
Pages that have been added to RC_LINK component:
Page Name Description
RC_LINK_PNL This page is used to define the links used in
HR Help Desk.
Pages that need to be modified:
PeopleSoft Enterprise HelpDesk for Human Resources Page 16

Customers should expect to take
marginally more time than usual with the
integration aspect of the install than they
might with a general product installation
that does not enable integration. The
Installation Guides and APRD
documentation clearly outline the steps
required.
Page Name Description
RC_LINK_PNL Add the HRMS_VERSION and DESCR fields
to the page header of Link Definition to show
the HRMS version and Description of the Link
Category.
SECTION 4 – IMPLEMENTATION ESTIMATES
Since the PeopleSoft Enterprise Integration Pack for the PeopleSoft Enterprise
PeopleSoft 8.8 HD for HR has only recently become generally available, we can
only provide implementation estimates at present. As more customer information
becomes available this section will be updated.
Customers should expect to take marginally more time than usual with the
integration aspect of the install than they might with a general product installation
that does not enable integration. The Installation Guides and APRD
documentation clearly outline the steps required. Technical project leaders and
installation teams will need to be certain that they have reviewed this
documentation prior to commencing the install.
Some high level implementation projected estimates follow. This assumes that the
customer is installing only a single PeopleSoft Enterprise Integration Pack. It is
possible that this installation could be in parallel with a PeopleSoft Enterprise HD
for HR 8.8 implementation, but the resource estimates would need to be adjusted
to reflect that.
Assuming that a single PeopleSoft Enterprise Integration Pack is being
implemented for a minimally customized PeopleSoft Enterprise HelpDesk for
Human Resources 8.8 solution, the following model could serve as a guideline:
Countries US only. Work completed at one centralized
location
Workforce Population Up to 10,000; User Roles up to three
Products PeopleSoft Enterprise HelpDesk for Human
Resources 8.8 Integration Pack (8SP1 OR
8.3SP1)
Complexity+ Assumes that there are no complex
customization or unique business processes
that will impact the overall time line.
Customer Resources Technical/Integration Resource (PeopleSoft
Enterprise PeopleTools 8.4x knowledge
required)
PeopleSoft Enterprise HelpDesk for Human Resources Page 17
High-Level Time line Estimated at 3 weeks

Time savings could be achieved by using PGS resources to assist or install the
PeopleSoft Enterprise Integration Pack.

PeopleSoft Enterprise HelpDesk for Human Resources Page 18

PeopleSoft Enterprise HelpDesk
for Human Resources
2005

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