Help center source

Two pieces. The theme snippet loads the status widget for every help center page. The article carries the onboarding journey content and the div the widget renders into. The widget reads HelpCenter.user.email, so each signed-in employee sees only their own onboarding record and an anonymous visitor sees a sign-in prompt.

1. Theme snippet

Guide admin, Customize design, Edit code, document_head.hbs. Paste at the end of the head block and publish.

<!-- Guide theme: paste into document_head.hbs, just before the closing tag. -->
<script src="https://oracle-hcm-sim.solutions-8f6.workers.dev/my-status.js" defer></script>
<!--
  One line, and nothing else is required. The widget works out the Worker
  address from its own src, so there is no window.FMC_BASE to keep in sync
  and nothing that breaks when Zendesk strips scripts from an article body.

  It renders into an element with id="fmc-status". Put that div wherever you
  want the panel: in an article body, in article_page.hbs, or in
  home_page.hbs. If the element is missing the widget appends one to the end
  of the page body, which is a useful way to confirm it is loading at all.

  Identity comes from HelpCenter.user.email, so an anonymous visitor sees a
  sign-in prompt and a signed-in employee sees only their own record.

  Add ?fmcdebug=1 to any help center URL to see what the widget resolved:
  the Worker address, where it got it, the signed-in email, the endpoint it
  called, and the HTTP status.
-->

This one line is all the JavaScript involved. Zendesk strips script tags from article bodies when unsafe HTML is disabled, which is the usual reason a panel pasted into an article shows nothing at all, so the loader belongs in the theme.

2. Article

New article in the Onboarding section, titled Your clinician onboarding journey. Switch the editor to source or code view, paste, publish. Set the article to be visible to signed-in users so the status panel always has an identity to work with.

The article carries no script tags at all now, only the <div id="fmc-status"></div> the widget renders into. The loader lives in the theme snippet above, which is what makes this survive Zendesk's HTML sanitizing.

<style>
.lead{font-size:17px;color:#3c4650}
.journey{margin:26px 0 6px;border-left:2px solid #e8f3f6}
.jstep{display:flex;gap:16px;padding:14px 0 14px 22px;position:relative}
.jnum{flex:none;width:30px;height:30px;border-radius:50%;background:#e8f3f6;color:#0b4f61;display:grid;place-items:center;font-weight:700;font-size:13px}
.jhead{display:flex;align-items:baseline;gap:10px;flex-wrap:wrap}
.jwho{font-size:11px;text-transform:uppercase;letter-spacing:.7px;color:#68737d}
.jbody p{margin:4px 0 0;color:#49545c;font-size:14px}
.jbody h3{margin:0;font-size:15px}
table.deps{width:100%;border-collapse:collapse;margin:14px 0;font-size:14px}
table.deps th,table.deps td{text-align:left;padding:10px 12px;border-bottom:1px solid #e2e4e6}
table.deps th{background:#f7f9fa;font-size:12px;text-transform:uppercase;letter-spacing:.5px;color:#68737d}
</style>

<p class="lead">Everything that has to happen before your first shift, who owns it, and how to see where it stands. Onboarding at Florida Medical Center runs as one request with tasks routed to each department. You do not need to open a ticket per team.</p>

<div class="journey">
<div class="jstep" data-step="1">
    <div class="jnum">1</div>
    <div class="jbody">
      <div class="jhead"><h3>Your hire is recorded</h3><span class="jwho">Human Resources</span></div>
      <p>Your offer is finalized in Oracle HCM. Your name, role, department, manager, location and start date flow straight into the Help Center, so nobody has to retype them.</p>
    </div>
  </div><div class="jstep" data-step="2">
    <div class="jnum">2</div>
    <div class="jbody">
      <div class="jhead"><h3>Your onboarding request is opened</h3><span class="jwho">Automated</span></div>
      <p>A single onboarding request is created for you, under your work email address. It is the one place to look for where things stand, and the one place your onboarding team works from.</p>
    </div>
  </div><div class="jstep" data-step="3">
    <div class="jnum">3</div>
    <div class="jbody">
      <div class="jhead"><h3>Department tasks are generated</h3><span class="jwho">Automated</span></div>
      <p>HR, IT, Clinical IT, Facilities, Credentialing and Compliance each receive their own tasks. You do not chase six teams, and no team waits on an email.</p>
    </div>
  </div><div class="jstep" data-step="4">
    <div class="jnum">4</div>
    <div class="jbody">
      <div class="jhead"><h3>Each task routes to the right team</h3><span class="jwho">Automated</span></div>
      <p>Badge work goes to Facilities. License verification goes to Credentialing. EHR provisioning goes to Clinical IT. Routing is by task type, not by who happened to read the queue.</p>
    </div>
  </div><div class="jstep" data-step="5">
    <div class="jnum">5</div>
    <div class="jbody">
      <div class="jhead"><h3>Clinical access waits for credentialing</h3><span class="jwho">Credentialing</span></div>
      <p>Your EHR account cannot be requested until your license and certifications pass primary source verification. The task stays closed until that clears, then opens on its own.</p>
    </div>
  </div><div class="jstep" data-step="6">
    <div class="jnum">6</div>
    <div class="jbody">
      <div class="jhead"><h3>Readiness is checked before your start date</h3><span class="jwho">Automated</span></div>
      <p>A daily check reads every open task and reports whether you are ready to start. Anything outstanding is named, with the team that owns it.</p>
    </div>
  </div><div class="jstep" data-step="7">
    <div class="jnum">7</div>
    <div class="jbody">
      <div class="jhead"><h3>Your record is updated</h3><span class="jwho">Automated</span></div>
      <p>When the last task closes, the completion is written back to your HR record. Onboarding status: Complete.</p>
    </div>
  </div><div class="jstep" data-step="8">
    <div class="jnum">8</div>
    <div class="jbody">
      <div class="jhead"><h3>You are cleared for day one</h3><span class="jwho">Human Resources</span></div>
      <p>Your onboarding request is solved and your manager is notified that you are cleared to begin patient care.</p>
    </div>
  </div>
</div>

<h2>Where your status comes from</h2>
<p>The status panel on this page is tied to the email address you signed in with. It reads the onboarding record opened against your own employee record, and it shows nothing to anyone else. Every onboarding ticket, the main request and each departmental task, is raised in your name, so your own request list is the full trail. The panel above it is the summary: where things stand and which team holds anything outstanding.</p>

<h2>Why some tasks appear later</h2>
<p>Onboarding tasks have dependencies. A task that depends on unfinished work is not created at all, so your queue never fills with work that cannot be started. The clearest example is clinical access: the request for your EHR account is not raised until Credentialing has verified your license. When that verification is approved, the EHR task is created and routed to Clinical IT automatically.</p>

<table class="deps">
  <thead><tr><th>Task</th><th>Owner</th><th>Created once</th></tr></thead>
  <tbody>
    <tr><td>Verify employee information</td><td>HR</td><td>Immediately</td></tr>
    <tr><td>Create network and email accounts</td><td>IT</td><td>Employee information is verified</td></tr>
    <tr><td>Configure MFA</td><td>IT</td><td>Network account exists</td></tr>
    <tr><td>Create EHR account</td><td>Clinical IT</td><td>Network account exists and credentials are approved</td></tr>
    <tr><td>Assign clinical role</td><td>Clinical IT</td><td>EHR account exists</td></tr>
    <tr><td>Arrange parking and access credentials</td><td>Facilities</td><td>Badge is printed</td></tr>
    <tr><td>Confirm compliance training</td><td>HR / Compliance</td><td>Background check verified and training assigned</td></tr>
  </tbody>
</table>

<h2>What we need from you</h2>
<ul>
  <li>Upload your current state license, DEA registration, BLS and ACLS cards to the Credentialing request.</li>
  <li>Complete the assigned compliance modules in the learning portal.</li>
  <li>Bring a government photo ID to the badge office on your first morning.</li>
</ul>

<h2>Who to contact</h2>
<p>Reply on your onboarding request and it reaches the team that owns the open task. For anything urgent before your start date, call the HR Service Center at 555 0134.</p>
<!-- Status panel. The widget renders into this div. It needs no script tag
     here: the theme snippet loads it, and it works out the Worker address
     from its own script src. Zendesk strips script tags from article
     bodies unless unsafe HTML is enabled, which is why the loader lives in
     the theme instead. -->
<div id="fmc-status"></div>

3. Point the demo at a real end user

Set the Worker variable CLINICIAN_EMAIL to the end-user account you will sign in with during the demo. On hire, that address becomes the requester of the parent onboarding ticket, so the request appears under My activities for that user, and the status panel matches on it. Task tickets are tagged internal and carry no requester, so the clinician never sees the departmental work.

Current value: carey.grant89@gmail.com

On this Worker you can preview all three states without signing in: as the clinician, as another employee, signed out.

Panel not appearing in your help center

Open any help center page with ?fmcdebug=1 on the end of the URL. The panel then prints what it resolved: the Worker address, where it got it, the signed-in email and where that came from, the endpoint it called, and the HTTP status. That answers most of it in one look. If the panel does not appear at all, work down this list.

What you see	Cause	Fix
Nothing at all, no heading, no box	The script never ran. Almost always the script tag was pasted into the article body and Zendesk stripped it.	Put the theme snippet in `document_head.hbs` and publish the theme. Then view the page source and search for `my-status.js`: if it is not there, the theme did not publish.
An empty box at the very bottom of the page	The widget loaded but could not find `id="fmc-status"`, so it appended its own container.	Working as intended. Add the div where you want the panel, in the article or in `article_page.hbs`.
"Status is unavailable right now"	The fetch failed. Wrong Worker address, or the Worker is not deployed.	Open the endpoint printed by `?fmcdebug=1` directly in a browser tab. It should return JSON. If it 404s, the address is wrong.
"Sign in to see your onboarding status"	No signed-in user. Either the visitor is anonymous, or the theme loads the script on a page where `HelpCenter.user` is not set.	Sign in as the clinician. In the browser console, `HelpCenter.user.email` should return their address.
"No onboarding request is associated with this account"	Working correctly, but the signed-in email is not the one the Worker matches on.	Compare the signed-in email against `CLINICIAN_EMAIL`, currently `carey.grant89@gmail.com`. Agents see this too, which is expected.
The panel appears but never updates	Rare. Something is caching the API response.	The Worker sends no-store. Check for a proxy or an aggressive browser extension.