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Oracle Common Application Calendar Implementation Guide
Release 12.1
Part Number E13405-04
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Implementing Assignment Manager

This chapter covers the following topics:

Setting Assignment Manager Profile Options

The following table lists the profile options used for implementing Assignment Manager. You can set these options in any sequence.

Assignment Manager Profile Options
Name Default Value Level Description Outcome
JTFAM: Activate Auto Selection of Resources Yes Application This profile option is set to activate the auto-selection of resources by the Assignment Manager engine. The engine uses this profile option setting to determine where the user needs to make a selection from the provided list of resources, or if this task is performed automatically by the Assignment Manager engine itself. If you set this profile option to No, the Assignment Manager engine will automatically make a selection from the provided list of resources.
JTFAM: Activate Contracts Preferred Resources No Application This profile option is set to retrieve the preferred resource information from the Contracts module. The engine uses this profile option setting to determine whether the Contracts Preferred Engineers are picked up automatically by the Assignment Manager engine or not. If you set this profile option to No, it will uncheck the Contracts check box in the Assignment Manager.
Activate Installed Base Preferred Resources No Application This profile option is set to retrieve the preferred resource information from the Installed Base module. The engine uses the profile option setting to determine whether the Installed Base Preferred Engineers are picked automatically by the engine. If you set this profile option to No, it will uncheck the Installed Base check box in the Assignment Manager.
JTFAM: Activate Workflow Name No default value Application This profile option is set to a user-defined workflow procedure name. This workflow procedure is user-programmed code for further filtering the resources. The engine retrieves the procedure name from this profile option, and uses it to process the user's request. This profile option is an additional filter based on the user's criteria.
JTFAM: Check Resource Calendar Availability for SR Auto Assignment No User This profile option indicates to Assignment Manager if it needs to check the Calendars, Shifts, and Exceptions that are associated with the list of Resources returned from Installed Base, Contracts, or Territories to determine the Resource’s availability for service request Auto Assignment. Yes Indicates that AM needs to check for Resource Availability using Calendars, Shifts, and Exceptions. If a Resource does not have a Calendar, Shift, or Exception, then the Resource is not considered for assignment. No Indicates that Assignment Manager ignores the Calendars, Shifts, and Exceptions associated with the Resource.
JTFAM: Check Resource Calendar Availability for Task Auto Assignment No User This profile option indicates to the Assignment Manager if Assignment Manager needs to check the Calendars, Shifts, and Exceptions that are associated with the list of Resources returned from IB, Contracts, or Territories to determine the Resource’s availability for Task Auto Assignment. Yes Indicates that Assignment Manager needs to check for Resource Availability using Calendars, Shifts, and Exceptions. If a Resource does not have a Calendar, Shift, or Exception, then the Resource is not considered for assignment. No Indicates that AM ignores the Calendars, Shifts, and Exceptions associated with the Resource.
JTFAM: Resource Type for Unassisted Mode Employee Resource Site This profile option sets the default value for resource type in the unassisted mode. This profile option is a convenience to the user who wants the resource type to be the defaulted value in the unassisted mode.
JTFAM: Resource Search Order Contracts Preferred Resource Site This profile option sets the default order for resource selection between Contracts and Installed Base if both check boxes are selected in the Assignment Manager for a service request assignment. If Contracts Preferred Resource is selected, then Assignment Manager engine checks Contracts preferred resources first. If a Contracts preferred resource is found, then stop the process. If not, then check the Installed Base preferred resources. If a Installed Base preferred resource is found, and stop the process. If not, then continue check the territories.
If Installed Base Preferred Resource is selected, then Installed Base preferred resources are checked first, if a resource is found, then stop the process. If not, then continue check the Contracts.
If "Both Contracts and Installed Base" is selected, then Assignment Manager checks both preferred resources simultaneously before retrieving qualified resources from winning territories.
JTFAM: UOM code used by Assignment Manager for Tasks HR Site Tasks contains a profile that defines the Time Class used to define a task duration. The UOM (Unit of Measure) that defines Hour in that time class must be set for this profile. By default if the value is not set for this profile "HR" is considered to be the UOM that denotes Hour.
JTFAM:Use Current Date, Time for Assignments Yes Site This functionality enables the sysdate/time to be used for determining a task start date. When set to Yes, the sysdate/time is used to determine a task start date. When set to No, a date and time that precede the sysdate and time can be used to determine the task start date.
JTFAM:Filter resources based on group membership Yes Site This functionality filters resources based on group membership. When set to Yes, the profile option filters resource by group membership. When set to No, filtering does not occur.
JTFAM: Usage for Groups and Teams All Site This profile option sets the default value for the group and team resource selection used in a service request assignment. If it is set to All, then all group or team resources, regardless of its usage, are all displayed in the Gantt chart. If it is set to Support, then only the group or team with Support usage can then be retrieved for a service request assignment.

Note: See Appendix A, Profiles Options, for details on how these profile options can be set.

Gantt Profile Options

The following table describes the profile options that are specific to Gantt

Gantt Profile Options
Name Default Value Level Description Outcome
JTF_GANTT_SNAP_VALUE_DAYS_MODE 60 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "Day" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_SNAP_VALUE_SIX_HOURS_MODE 60 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "6 Hour" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_SNAP_VALUE_THREE_HOURS_MODE 30 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "3 Hour" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_SNAP_VALUE_HOURS_MODE 15 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "Hour" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_SNAP_VALUE_30MIN_MODE 10 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "30 Minute" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_SNAP_VALUE_15MIN_MODE 5 minutes User Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "15 Minute" view. Snaps to the default value if the user does not specify a snap value.
JTF_GANTT_DEF_TIMELINE_MODE Day Mode Site Application ResponsibilityUser Enables specification of one of the following modes upon startup:
  • 15 Minutes Mode

  • 30MIN

  • Hours Mode

  • 3 Hours Mode

  • 6 Hours Mode

  • Days Mode

Specifies one of six available modes on startup.

Multiple Time Zones Profile Options

If time zone conversion is enabled, then users can select the time zone in which to view times in the table view of the assignment manager form.

Setting Up Other Dependencies

This section describes modules that require proper configuration to ensure that the Assignment Manager selection criteria functions completely when called by these modules. Assignment Manager performs an autoquery whenever it is opened from a calling module. Assignment Manager also generates specific error messages when it encounters any problems performing a search. If no error occurs and no resources are found based on the search criteria, Assignment Manager displays error messages stacked from the API.

Territory Manager

Territory Manager retrieves qualified resources specified in territories. Make sure that matching attributes are set up correctly and qualified resources are specified when defining territories. Territories should be set up properly in order to use the assisted assignment option.

Forms-based Resource Schedule

Forms-based Resource Schedule displays the work shift information of qualified resources. Resources' shift schedules should be defined in the Forms-based Resource Schedule module in order to use the resource availability for the assisted assignment option.

Note: Log in with the CRM Administrator responsibility and select Calendar > Calendar Setup to access the calendar setup windows.

Service Request

A service request designates a resource as Web available or unavailable. It assigns the resource Web availability by using the Territory Assisted assignment option.

Contracts

Oracle Contracts specify preferred engineers defined in Contracts. This component enables the use of Contracts preferred resources in the Assisted assignment option.

Installed Base

Installed Base specifies preferred resources defined in Installed Base. This component enables the use of Installed Base preferred resources in the Assisted assignment option.

Configuring Color Coded Tasks

Assignment Manager displays a resource's tasks for a specified time period in the Gantt chart. The time period for each task is color coded according to a set of rules stored in the color configuration table. Each row in this table contains rules for unique color values. Assignment Manager accesses a Task Manager table with seeded color values that can be retained in their original state or modified. You can also configure additional color values. When Assignment Manger obtains the list of tasks to display for a resource, the Assignment Manager engine calls the Tasks public API: JTF_TASK_CUSTOM_COLORS_PUB.GET_TASK_BGCOLORS. The API receives information about the task, task type, assignment status, and priority, and returns the background color value for each record in decimal format. The Assignment Manger UI interprets the color's decimal value and displays it in standard color format.

Color Configuration Table

The attributes that determine a task color can be registered with those of the currently displayed color in the color configuration table. The following table contains the color configuration table columns and their corresponding attributes:

Assignment Manager Color Configuration Table
Column Function Primary Key Mandatory Data Type
RULE_ID Provides a unique identifier for each rule. Yes Yes Number
OBJECT_VERSION_NUMBER Maintains the revisions of each table row. No Yes Number
COLOR_DETERMINATION_PRIORITY Provides a numeric value for determining the order in which the color will be evaluated by the GET_TASK_BGCOLORS procedure. No Yes Number
TYPE_ID Identifies the task type. No No Number
PRIORITY_ID Determines the priority level. No No Number
ASSIGNMENT_STATUS_ID Determines the task assignment status. No No Number
ESCALATED_TASK Specifies whether or not the task is escalated. No No Varchar2(1)
BACKGROUND_COL_DEC Provides a decimal version of the color. No Yes Number
BACKGROUND_COL_RGB Provides an RGB virions of the color. No Yes Varchar2(12)
CREATED_BY Provides the identity of the individual who created the task color. No Yes Number
CREATION_DATE Provides the date on which the task color was created No Yes Date
LAST_UPDATED_BY Provides the identity of the individual who last updated data for the task color. No Yes Number
LST_UPDATE_DATE Provides the date on which the task color data was last updated. No Yes Date
LAST_UPDATE_LOGIN Displays the login information of the last person to update the record. No No Number
ACTIVE_FLAG Specifies whether the task color is active or not. If the task color is not active, then its information can be overwritten by subsequent patch installations. No Yes Varchar2(1)

Seeded Color Configuration Data

Assignment Manger provides seeded data for red, golden yellow, and blue background colors. These colors represent specific functions based on the following business logic:

Assignment Manager Seeded Colors
Color Function
Red Displays escalations.
Golden Yellow Displays shifts
Blue Displays assigned tasks.
Green Shows first available slot

These colors can be used, modified, or flagged for nonuse as required but should not be removed from the color configuration table. If you do not want to use a seeded color, you must flag it for nonuse by setting the ACTIVE_FLAG column in the color configuration table to N. If you modify seeded data, then it will not be overwritten by any subsequent patch installations. If, however, you do not modify seeded data, then it will be overwritten by the seed data of any subsequently installed patches. The following table contains Assignment Manager seeded color data information:

Assignment Manager Seeded Colors Data
Color Configuration Table Column Red Data Golden Yellow Data Blue Data
RULE_ID 1 2 3
COLOR_DETERMINATION_PRIORITY 10 20 100
TYPE_ID Null Null Null
PRIORITY_ID Null Null Null
ASSIGNMENT_STATUS_ID Null 5 Null
ESCALATED_TASK Y N Null
BACKGROUND_COL_DEC 16711680 16776960 3342591
BACKGROUND_COL_RGB Red GoldenYellow Blue
ACTIVE_FLAG Y Y Y

Hard Coded Colors

In addition to providing seeded colors, Assignment Manager contains two hard coded colors that cannot be modified. These colors are reserved for specific Assignment Manager business logic and should not be duplicated in the color configuration table:

Assignment Manager Hard Coded Colors
Color Decimal Value Function
Green 44370 Displays available time slots.
Yellow 16776960 Task assignments that are in status Working.

Guidelines

To properly configure color coded tasks in Assignment Manger you must adhere to the following guidelines:

Examples

This section contains examples for creating two new task colors to denote high priority and low priority tasks that have been rejected. In this example, the implementor wants the high priority rejected tasks to be evaluated and displayed in Assignment Manger before the low priority rejected tasks.

Creating Violet Color for High Priority Rejected Tasks

Assume that the implementor creates a record for the color DarkViolet that represents high priority rejected tasks. The following table contains data for the color DarkViolet that is used to denote high priority rejected tasks. Since the value in the COLOR_DETERMINATION_PRIORITY column is 5, the rules for this task color will be evaluated by the GET_TASK_BGCOLORS procedure before any task color with a value in this column of 6 or higher.

DarkViolet Color Example Data
Color Configuration Table Column Violet Color Data
RULE_ID 101
COLOR_DETERMINATION_PRIORITY 5
TYPE_ID Null
PRIORITY_ID 1
ASSIGNMENT_STATUS_ID 4
BACKGROUND_COL_DEC 9400D3
ESCALATED_TASK N
BACKGROUND_COL_RGB DarkViolet
ACTIVE_FLAG Y

SQL Script

The following script creates a record for the DarkViolet color in the color configuration table:

SET SERVEROUTPUT ON
DECLARE
   l_rowid      ROWID;
   l_color_id   NUMBER;
BEGIN
   fnd_global.apps_initialize (
      user_id => 100001746, -- login user id 
      resp_id => 0,  --- responsibility id
      resp_appl_id => 0,
      security_group_id => 0
   );
   SELECT jtf_task_custom_colors_s.nextval
     INTO l_color_id
     FROM dual;
   jtf_task_custom_colors_pkg.insert_row (
      x_rowid => l_rowid,
      x_rule_id => l_color_id,   ---101
      x_color_determination_priority => 5,
      x_type_id => null,   
      x_priority_id => 1,
      x_assignment_status_id => 4,
      x_escalated_task => 'Y',
      x_active_flag => 'Y',
      x_background_col_dec => 9400D3,
      x_background_col_rgb => 'r148g000b211',  --DarkViolet
      x_creation_date => SYSDATE,
      x_created_by => fnd_global.user_id,
      x_last_update_date => SYSDATE,
      x_last_updated_by => fnd_global.user_id,
      x_last_update_login => 0
   );
END;
/
COMMIT;
EXIT;

Creating Lime Green Color for Low Priority Rejected Tasks

Assume that the implementor creates a record for the color LimeGreen that represents low priority rejected tasks. The following table contains data for the color LimeGreen that is used to denote low priority rejected tasks. Since the value in the COLOR_DETERMINATION_PRIORITY column is 7, the rules for this task color will be evaluated by the GET_TASK_BGCOLORS procedure after those of the high priority rejected task color in the preceding example.

Lime Green Color Example Data
Color Configuration Table Column Violet Color Data
RULE_ID 102
COLOR_DETERMINATION_PRIORITY 7
TYPE_ID Null
PRIORITY_ID Null
ASSIGNMENT_STATUS_ID 4
ESCALATED_TASK N
BACKGROUND_COL_DEC 00FF00
BACKGROUND_COL_RGB LimeGreen
ACTIVE_FLAG Y

SQL Script

The following script creates a record for the LimeGreen color in the color configuration table:

SET SERVEROUTPUT ON
DECLARE
   l_rowid      ROWID;
   l_color_id   NUMBER;
BEGIN
   fnd_global.apps_initialize (
      user_id => 100001746, -- login user id 
      resp_id => 0,  --- responsibility id
      resp_appl_id => 0,
     security_group_id => 0
   );
   SELECT jtf_task_custom_colors_s.nextval
     INTO l_color_id
     FROM dual;
   jtf_task_custom_colors_pkg.insert_row (
      x_rowid => l_rowid,
      x_rule_id => l_color_id,   ---102
      x_color_determination_priority => 7,
      x_type_id => null,   
      x_priority_id => NULL,
      x_assignment_status_id => 4,
      x_escalated_task => 'Y',
      x_active_flag => 'Y',
      x_background_col_dec => 00FF00,
      x_background_col_rgb => 'r50g205b50',   --LimeGreen
      x_creation_date => SYSDATE,
      x_created_by => fnd_global.user_id,
      x_last_update_date => SYSDATE,
      x_last_updated_by => fnd_global.user_id,
      x_last_update_login => 0
   );
END;
/
COMMIT;
EXIT;

Customizing the Assignment Manager UI

The Assignment Manager UI can be customized to better suit the requirements of the applications with which it is integrated. These applications, which include Tasks, Depot Repair Tasks, Service Requests as well as Service Request Tasks, and Escalations, generally require a limited subset of the total fields and options available in the Assignment Manager UI. Assignment Manager renders the UI based on seeded data in the table JTF_AM_SCREEN_SETUPS_B. When implementing Assignment Manager, you can customize its UI by modifying data in this table.

Table JTF_AM_SCREEN_SETUPS_B

The following table describes JTF_AM_SCREEN_SETUPS_B including Who columns and flex field columns. Columns directly related to modifying the Assignment Manager UI are indicated accordingly:

Table JTF_AM_SCREEN_SETUPS_B
Column Name Data Type Not Null Default Description
SCREEN_SETUP_ID Number N N UI Related. Specifies the unique ID for the table.
DOCUMENT_TYPE Varchar2(30) N N UI Related. Specifies the document from which Assignment Manager is called, such as SR (Service Request). This will be unique for the table.
MODE_ASSIST Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Assisted mode radio button. Valid values are Y/N.
MODE_UNASSIST Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Unassisted mode radio button. Valid values are Y/N.
CONTRACTS Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Contracts checkbox. Valid values are Y/N.
INSTALLED_BASE Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Install Base checkbox. Valid values are Y/N.
TERRITORY Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Territories checkbox. Valid values are Y/N.
AVAILABILITY Varchar2(1) N Y UI Related. Determines whether or not the UI displays the Resource Availability checkbox. Valid values are Y/N.
DOC_DETAILS Varchar2(1) N   UI Related. Determines whether or not the UI displays Document Details. Valid values are Y/N.
WINDOW_WIDTH Number N 7 UI Related. Determines the width of the window for the Assignment Manager screen in inches.
WINDOW_HEIGHT Number N 5 UI Related. Determines the height of the window for the Assignment Manager screen in inches.
WINDOW_X_POSITION Number N 0 UI Related. Specifies the Assignment Manager screen position's X co-ordinates.
WINDOW_Y_POSITION Number N 0 UI Related. Specifies the Assignment Manager screen position's Y co-ordinates.
DOC_DTLS_USER_VALUES Varchar2(1) N N UI Related. Provides the Products team the flexibility to customize what the UI displays in the Document Details section. Valid values are Y/N. This setting only works if the
        DOC_DETAILS column is set to Y.
SHOW_SELECTED_TIME Varchar2(1) N Y UI Related. Determines whether or not the UI displays the selected resource's start and end time. Valid values for this column are Y/N.
OBJECT_VERSION_NUMBER Number Y N The object version number.
USER_ID Number N N The user ID.
ATTRIBUTE1 Varchar2(150) N N Flex field.
ATTRIBUTE2 Varchar2(150) N N Flex field.
ATTRIBUTE3 Varchar2(150) N N Flex field.
ATTRIBUTE4 Varchar2(150) N N Flex field.
ATTRIBUTE5 Varchar2(150) N N Flex field.
ATTRIBUTE6 Varchar2(150) N N Flex field.
ATTRIBUTE7 Varchar2(150) N N Flex field.
ATTRIBUTE8 Varchar2(150) N N Flex field.
ATTRIBUTE9 Varchar2(150) N N Flex field.
ATTRIBUTE10 Varchar2(150) N N Flex field.
ATTRIBUTE10 Varchar2(150) N N Flex field.
ATTRIBUTE12 Varchar2(150) N N Flex field.
ATTRIBUTE13 Varchar2(150) N N Flex field.
ATTRIBUTE14 Varchar2(150) N N Flex field.
ATTRIBUTE15 Varchar2(150) N N Flex field.
ATTRIBUTE_CATEGORY Varchar2(150) N N Determines the attribute category.
CREATED_BY Number Y N Determines the identity of the individual who creates the screen setup.
CREATION_DATE Date Y N Specifies the date on which the screen setup is created.
LAST_UPDATED_BY Number Y N Specifies the individual who last updates the screen setup.
LAST_UPDATE_DATE Date Y N Specifies the date on which the screen setup is last updated.
LAST_UPDATE_LOGIN Number Y N Specifies the login ID of the individual who last updates the screen setup.
SECURITY_GROUP_ID Number N N Specifies the security group ID of the individual who last updates the screen setup.

Supported Document Types

Assignment Manager supports document types in FND_LOOKUPS (LOOKUP_TYPE = JTF_AM_DOCUMENT_TYPE) as follows:

Assignment Manager Supported Document Types
Document Type Definition
SR Service Request
TASK Tasks
SR_TASK Service Request Task
ESC Escalations
DEF Defects
LEAD Leads
OPPR Opportunities
ACC Accounts
DR Depot Repair Task

UI Layout Rules

The Assignment Manager UI must be customized according to a specific set of rules. These rules specify how the UI is rendered and which columns in the table JTF_AM_SCREEN_SETUPS_B contain information that is based on the values of other columns in this table.

Document Type

The document type must be unique across the table. A unique constraint is enforced using a unique index on the DOCUMENT_TYPE column. Based on the DOCUMENT_TYPE data passed in the new AM_UI_TYPE parameter in forms, the UI is rendered accordingly. If no data is passed in the AM_UI_TYPE parameter, then the UI is rendered based on value of the existing AM_CALLING_DOC_TYPE parameter.

Assisted and Unassisted Mode

Assignment Manager displays the Mode window and its corresponding options depending on the value of the MODE_ASSIST and MODE_UNASSIST columns based on the following rules:

Assisted and Unassisted Mode Rules
MODE_UNASSIST MODE_ASSIST Remarks
N N Both the modes cannot be set to 'N' at the same time. If this combination is set for any document type then the UI will not be rendered when called for that document.
N Y
  1. Mode window will not appear.

  2. Only Assisted Mode's corresponding fields will be shown.

Y N
  1. Mode window will not appear.

  2. Only Unassisted Mode's corresponding fields will be shown.

Y Y The UI will default to the existing UI layout and will show both Assisted and Unassisted modes as well as their corresponding field.

Assisted Mode

In case of assisted mode, at least one of the following search options should be enabled in the table:

If for example, the value of the MODE_ASSIST column is 'Y' then at least one of the preceding four values must also be 'Y'.

Intelligent and Window to Promise modes

The Intelligent and Window to Promise modes cannot be customized.

Document Details

Document Details can be customized based on the values entered in the DOC_DETAILS and DOC_DTLS_USER_VALUES columns according to the following rules:

Document Details Rules
DOC_DETAILS DOC_DTLS_USER_VALUES Remarks
N N/Y The UI will not show document details at all. It will disregard the values entered for DOC_DTLS_USER_VALUES column.
Y N 1. Document Details will be displayed.
2. The content of Document details will be the default layout content i.e. it will continue to display whatever it is displaying in existing version of AM UI.
Y Y 1. Document Details will be displayed.
2. The content of Document details will be the name-value pairs passed to AM UI from the product team using record type JTF_ASSIGN_PUB.DOC_DETAILS_REC.
3. If DOC_DTLS_USER_VALUES is set to Y but no data is passed in record, then the document details box will be displayed with null value.

Record Type JTFAMSR.DOC_DETAILS_REC_TYPE

The calling document can only customize the Document details section and display a set of name/value pairs in that section, if the JTFAMSR.DOC_DETAILS_REC_TYPE is populated with the appropriate values. The record type is defined as follows:

TYPE DOC_DETAILS_REC_TYPE IS RECORD_TYPE

 (
Field_prompt1varchar2 (20):= NULL,
Field_value1varchar2 (150) := NULL,
Field_prompt2varchar2 (20):= NULL,
Field_value2varchar2 (150) := NULL,
Field_prompt3varchar2 (20):= NULL,
Field_value3varchar2 (150) := NULL,
Field_prompt4varchar2 (20):= NULL,
Field_value4varchar2 (150) := NULL,
Field_prompt5varchar2 (20):= NULL,
Field_value5varchar2 (150) := NULL
)

Selected Resource Details

When a user double clicks a resource from the list of resources, it is selected for assignment and the Resource Details fields subsequently contain the following:

The Start Time and End Time display is determined by the value in the value SHOW_SELECTED_TIME column according to the following rules:

Start Time and End Time Display Rules
SHOW_SELECTED_TIME Remarks
N The UI will show only Resource Name and Resource Type.
Y The UI will show Resource Name, Resource Type, Start Time, and End Time.

Width and Height

The width and height of the Assignment Manager window is specified according to the following rules:

Window Position

The position of the Assignment Manager window is specified according to the following rules:

Customization Guidelines

The Assignment Manager UI must be customized according to specific guidelines.

Add Required Values to LAST_UPDATED_BY Colum

When customizing the Assignment Manager UI, the implementor or System Administrator should always update the LAST_UPDATED_BY column with the appropriate user ID. Customized rows must not have values of 0 or 1 in the LAST_UPDATED_BY column, otherwise the data will be lost when a new patch is applied.

Example

In the following example, text marked in bold will change depending on the value added by the implementor or system administrator. The LAST_UPDATED_BY column contains an appropriate values that is neither 0 or 1:

UPDATE     JTF_AM_SCREEN_SETUPS_B
SET           mode_assist= 'N'
, last_update_date = sysdate
, last_updated_by = 100
, object_version_number = object_version_number + 1
        WHERE document_type = 'TASK'
/ 

Populate the LAST_UPDATED_BY Column with the Required Sequence

To insert the data in the table JTF_AM_SCREEN_SETUPS_B, the sequence JTF_AM_SCREEN_SETUPS_S.NXTVAL should be used for SCREEN_SETUP_ID column. For inserts in the table, the data MUST be entered in both JTF_AM_SCREEN_SETUPS_B and JTF_AM_SCREEN_SETUPS_TL tableS.

Modify Assignment Manager UI Seeded Data as Required

Seeded data for the Assignment Manger UI is stored in the tables JTF_AM_SCREEN_SETUPS_B and JTF_AM_SCREEN_SETUPS_TL. To customize the Assignment Manager UI, you must modify the seeded data as required. The following tables list the seeded Assignment Manager UI values for each calling document:

Assignment Manager UI Seeded Data in JTF_AM_SCREEN_SETUPS_B
Columns Tasks Service Request Escalations Service Request Tasks Depot Repair Tasks
SCREEN_SETUP_ID 1 2 3 4 5
DOCUMENT_TYPE TASK SR ESC SR_TASK DR
MODE_ASSIST Y Y Y Y Y
MODE_UNASSIST Y Y Y Y Y
CONTRACTS Y Y Y Y Y
INSTALLED_BASE Y Y Y Y Y
TERRITORY Y Y Y Y Y
AVAILABILITY Y Y Y Y Y
DOC_DETAILS Y Y Y Y Y
WINDOW_WIDTH 7.7 7.7 7.7 7.7 8.1
WINDOW_HEIGHT 6.4 6.4 6.4 6.4 6.4
WINDOW_X_POSITION 0 0 0 0 0
WINDOW_Y_POSITION 0 0 0 0 0
DOC_DTLS_USER_VALUES N N N N N
SHOW_SELECTED_TIME Y Y Y Y Y
CREATED_BY 1 1 1 1 1
CREATION_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 07-FEB-05
LAST_UPDATED_BY 1 1 1 1 1
LAST_UPDATE_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 07-FEB-05
OBJECT_VERSION_NUMBER 1 1 1 1 1
JTF_AM_SCREEN_SETUPS_TL
Columns Tasks Service Request Escalations Service Request Tasks Depot Repair Tasks
SCREEN_SETUP_ID 1 2 3 4 5
PREFERENCE_NAME Default Task Default Service Request Default Escalations Default Service Request Task Default Depot Repair
CREATED_BY 1 1 1 1 1
CREATION_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 07-FEB-05
LAST_UPDATED_BY 1 1 1 1 1
LAST_UPDATE_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 07-FEB-05
SOURCE_LANG US US US US US
LANGUAGE US US US US US

Customizing the UI Examples

This section provides examples of customizing the Assignment Manager UI for different calling documents.

Service Request

When the calling document is a Service Request, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, as well as the default Document Details fields.

Default Service Request Screen

the picture is described in the document text

Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, are not required by the Service Request application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. You can also modify the Document Details section with your own custom fields. The following SQL script customizes the Assignment Manager UI in this manner:

UPDATE jtf_am_screen_setups_b
SET    mode_unassist        = 'N'
      ,doc_dtls_user_values = 'Y'
      ,show_selected_time   = 'N'
      ,last_updated_by          = 123 -- userid of user who is updating 
      ,last_update_date         = SYSDATE
      ,object_version_number= object_version_number + 1
WHERE  document_type = 'SR' 

Customized Service Request Screen

the picture is described in the document text

Note: Changing the DOC_DTLS_USER_VALUES column enables you to display custom fields in the Document Detail section. These fields will not appear, however, unless you populate the JTFAMSR.DOC_DETAILS_REC_TYPE with the appropriate name/value pairs.

Service Request Task

When the calling document is a Service Request Task, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons.

Default Service Request Task Screen

the picture is described in the document text

Since the Assisted Mode and Unassisted Mode radio buttons are not required by the Service Request application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. The following SQL script customizes the Assignment Manager UI in this manner:

UPDATE jtf_am_screen_setups_b
SET     mode_unassist            = 'N'
 ,last_updated_by          = 123 -- userid of user who is updating 
 ,last_update_date         = SYSDATE
 ,object_version_number= object_version_number + 1
WHERE  document_type = 'SR_TASK'

Customized Service Request Task Screen

the picture is described in the document text

Escalations UI

When the calling document is an Escalation, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, selection criteria for Contracts, Install Base, Territories, and Resource Availability as well as the Document Details fields.

Default Escalations Screen

the picture is described in the document text

Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, selection criteria for Contracts, Install Base, Territories, and Resource Availability as well as the Document Details fields are not required by the Escalations application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. The following SQL script customizes the Assignment Manager UI in this manner:

UPDATE jtf_am_screen_setups_b

SET     mode_assist                = 'N'

,contracts    = 'N'
,installed_base    = 'N'
,territory    = 'N'
,availability    = 'N'
,show_selected_time   = 'N'
,doc_details    = 'N'
      ,last_updated_by          = 123 -- userid of user who is updating 
      ,last_update_date         = SYSDATE
      ,object_version_number= object_version_number + 1 
WHERE  document_type = 'ESC' 

Customized Escalations Screen

the picture is described in the document text

Backward Compatibility

For any document type not defined in the table JTF_AM_SCREEN_SETUPS_B, Assignment Manager uses its default values. A calling document can insert data into JTF_AM_SCREEN_SETUPS_B without altering the Assignment Manager UI, if it inserts the default values into the appropriate columns. For example, if the calling document inserts a new document type called DEFAULT_EXAMPLE into JTF_AM_SCREEN_SETUPS_B that retains the default UI settings, then the columns will contain the following values:

Backward Compatibility Data Example: JTF_AM_SCREEN_SETUPS_B
Column Name Column Value Description
SCREEN_SETUP_ID 1001 Specifies a unique screen setup ID.
DOCUMENT_TYPE DEFAULT_EXAMPLE The name of the new document type that contains the default Assignment Manager UI values.
MODE_ASSIST Y Retains the Assisted Mode radio button.
MODE_UNASSIST Y Retains the Unassisted Mode radio button.
CONTRACTS Y Retains the Contracts checkbox
INSTALLED_BASE Y Retains the Install Base checkbox
TERRITORY Y Retains the Territories checkbox
AVAILABILITY Y Retains the Resource Availability checkbox
DOC_DETAILS Y Retains the Document Details component.
WINDOW_WIDTH 7 Specifies the default window width of 7 inches.
WINDOW_HEIGHT 5 Specifies the default window height of 5 inches.
WINDOW_X_POSITION 0 Specifies no X coordinate for positioning the window.
WINDOW_Y_POSITION 0 Specifies no Y coordinate for positioning the window.
DOC_DTLS_USER_VALUES N Retains the default Document Details fields by disabling the ability to add custom fields.
SHOW_SELECTED_TIME Y Displays the Start Time and End Time fields.

The default values for a new document type appear in the table JTF_AM_SCREEN_SETUPS_TL as follows:

JTF_AM_SCREEN_SETUPS_TL Sample Data
Column Name Column Value Description
SCREEN_SETUP_ID 1001 Specifies a unique screen setup ID.
PREFERENCE_NAME User's Preference Name Specifies the user's preference name.
SOURCE_LANG US Specifies the source language
LANGUAGE US Specifies the language.

Setting Up Enhanced Planning Options

Assignment Manager enables you to configure time planning options that use the SYSDATE and TIME functions to indicate the start of a shift instead of defaulting to the task start date. Enhanced planning options are configured using the JTFAM:Use systime for Assignments profile option which is set to Yes or No at the site level. When set to Yes, the profile option enables the SYSDATE and TIME functions to determine the start of a shift. When set to No, the profile enables the task start date and time to represent the start of a shift.

Examples

The following cases provide examples of setting up backward planning in Assignment Manager.

Case 1

Case 1 assumes that the current SYSDATE value is 15 Aug 2003, 10:00:00. A resource, R1 is assigned a calendar for the month August 2003, with shifts starting from 8 am to 6 pm everyday of the week.

Step 1: Assign a Resource and shift to a Calendar

Assign Resources and shifts to a calendar by performing the following:

Step 2: Assign the Resource to a Territory

Assign resource R1 to a territory where Task Priority = High. To accomplish this, navigate to Territory Manager -> Territory Administration and enter the following values:

Step 3: Create the Service Request

Create Service Request SR1 with Task T1 using the Create Service Request form available with the Customer Support responsibility:

Step 4: View the Results in Assignment Manager

Invoke the Assignment Manager form by clicking the icon adjacent to the Assignee filed for the Service Request Task. Ensure that the Territories check box is selected while the remaining check boxes are not selected. Assignment Manager will perform the following:

Case 2

Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider the following:

Assignment Manager will search for Resource R1's availability from 15 Aug 2003, 10:00:00 to 29 Aug 2003, 10:00:00, since the range from 29th Aug 2003, 10:00:00 - 15th Aug 2003 10:00:00 is greater than the range 25th Aug 2003, 10:00:00 - 15th Aug 2003 10:00:00.

Assignment Manager will subsequently return 15 Aug 2003, 10:00:00 to 15 Aug 2003, 12:00:00.

Case 3

Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider the following:

Assignment Manager will search for Resource R1's availability from 15 Aug 2003, 10:00:00 to 29 Aug 2003, 10:00:00 for a duration of 1 Hour and will return 15 Aug 2003, 10:00:00 to 15 Aug 2003, 11:00:00.

Skills-based Filtering

When assigning a resource to a service request for a specific problem, product, or product category, Assignment Manager enables the most skilled resource to be selected for each. Assignment Manager filters the values of the problem, product, or product category that it receives from a service request. When Assignment Manager subsequently searches the Resource Manager Skills Bank for a resource skill to assign to the service request, it uses search rules based on the filtered problem, product, or product category values. Assignment Manager ships with tables that contain seeded search rule data. When implementing Assignment Manager, you can create or modify these search rules by inserting or updating data in the tables that contain the seeded search rule information.

Search Rules

Assignment Manager searches the Skills Bank for skilled resources based on search rules stored in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. The following figure demonstrates how Assignment Manager applies the search rules when searching for skilled resources. The figure is explained in the text.

Search Rules

the picture is described in the document text

  1. The calling document passes values into Assignment Manager which include a combination of the Problem Code, Product, or Product Category parameters.

  2. If the calling document has passed a combination of these parameters into Assignment Manager, then Assignment Manager searches table JTF_AM_SKILL_RULES to determine if that combination has been seeded for the document type. This table stores the rule_id parameter for a specific set of values received by Assignment Manager.

  3. If Assignment Manager locates seeded data for this combination, it accesses table JTF_AM_SKILL_RULE_DTLS to determine if rule exists that specifies at least one of the values for product, product category or problem code must be searched for in the Skills Bank.

  4. If the Rule is found then Assignment Manager searches the Skills Bank based on that rule. The Skills Bank contains table JTF_RS_RESOURCE_SKILLS, which lists the Skill_level_id parameter for a resource's skills, and table JTF_RS_SKILL_LEVEL_VL, which lists the skill level for each Skill_level_id parameter.

Table JTF_AM_SKILL_RULES

Table JTF_AM_SKILL_RULES contains the following definitions.

Table JTF_AM_SKILL_RULES Definitions
Column Name Values Description
Rule_id Unique seeded id The unique ID for a specific combination of values passed to Assignment Manager.
Document_type SR, TASK, SR_TASK,
ESC, DEF, LEAD, OPPR, ACC
DR
The document, such as SR (Service Request), from which Assignment Manager is called. This is a unique value for the table. These values are explained in the Supported Document Types section.
Product_id_passed 1/0 A value of 1 indicates that the calling document has passed the product_id and the product_org_id into Assignment Manager.
Category_id_passed 1/0 A value of 1 indicates that the calling document has passed the product_category_id into Assignment Manager.
Problem_code_passed 1/0 A value of 1 indicates that the calling document has passed the problem_code into Assignment Manager.
Component_id_passed 1/0 This column is currently not in use and the value is set to 0.
Active_flag Y/N Y indicates that the rule is active and should be considered in the search.

Table JTF_AM_SKILL_RULES Standard Columns

Table JTF_AM_SKILL_RULES contains the following Standard columns.

Table JTF_AM_SKILL_RULES Standard Columns
Name Null/Not Null Type
RULE_ID NOT NULL NUMBER
DOCUMENT_TYPE NOT NULL VARCHAR2(30)
PRODUCT_ID_PASSED NOT NULL NUMBER
CATEGORY_ID_PASSED NOT NULL NUMBER
PROBLEM_CODE_PASSED NOT NULL NUMBER
COMPONENT_ID_PASSED NOT NULL NUMBER
ACTIVE_FLAG NOT NULL VARCHAR2(10)

Table JTF_AM_SKILL_RULES Who Columns

Table JTF_AM_SKILL_RULES contains the following Who columns.

Table JTF_AM_SKILL_RULES Who Columns
Name Null/Not Null Type
CREATED_BY NOT NULL NUMBER
CREATION_DATE NOT NULL DATE
LAST_UPDATED_BY NOT NULL NUMBER
LAST_UPDATE_DATE NOT NULL DATE
LAST_UPDATE_LOGIN NOT NULL NUMBER
OBJECT_VERSION_NUMBER NOT NULL NUMBER
ATTRIBUTE_CATEGORY NOT NULL VARCHAR2(150)

Table JTF_AM_SKILL_RULES Flexfield Columns

Table JTF_AM_SKILL_RULES contains the following Flexfield columns.JTF_AM_SKILL_RULES Flexfield

Table JTF_AM_SKILL_RULES Flexfield Columns
Name Null/Not Null Type
ATTRIBUTE1 NOT NULL VARCHAR2(150)
ATTRIBUTE2 NOT NULL VARCHAR2(150)
ATTRIBUTE3 NOT NULL VARCHAR2(150)
ATTRIBUTE4 NOT NULL VARCHAR2(150)
ATTRIBUTE5 NOT NULL VARCHAR2(150)
ATTRIBUTE6 NOT NULL VARCHAR2(150)
ATTRIBUTE7 NOT NULL VARCHAR2(150)
ATTRIBUTE8 NOT NULL VARCHAR2(150)
ATTRIBUTE9 NOT NULL VARCHAR2(150)
ATTRIBUTE10 NOT NULL VARCHAR2(150)
ATTRIBUTE11 NOT NULL VARCHAR2(150)
ATTRIBUTE12 NOT NULL VARCHAR2(150)
ATTRIBUTE13 NOT NULL VARCHAR2(150)
ATTRIBUTE14 NOT NULL VARCHAR2(150)
ATTRIBUTE15 NOT NULL VARCHAR2(150)
SECURITY_GROUP_ID NOT NULL NUMBER

Table JTF_AM_SKILL_RULE_DTLS Table Definitions

Table JTF_AM_SKILL_RULE_DTLS contains the following definitions.

Table JTF_AM_SKILL_RULE_DTLS Definitions
Column Name Values Description
Detail_id Unique ID The unique ID for a rule.
Rank Number (Unique within a rule iD) The order in which the rules are applied.
Rule_id Header table ID A value of 1 indicates that the product_id and the product_org_id have been passed in to Assignment Manager.
Check_Product_Id 1/0 A value of 1 indicates that the product must match the skills bank product ID.
Check_Category_id 1/0 A value of 1 indicates that the category must match the skills bank category ID.
Check_Problem_code 1/0 A value of 1 indicates that the problem code must match the skills bank problem code ID.
Check_Component_id 1/0 A value of 1 indicates that the component must match the skills bank component ID.
Active_flag Y/N Y indicates that the skill is active and must be considered in the search.

Table JTF_AM_SKILL_RULE_DTLS Standard Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Standard columns.

Table JTF_AM_SKILL_RULE_DTLS Standard Columns
Name Null/Not Null Type
DETAIL_ID NOT NULL NUMBER
RULE_ID NOT NULL NUMBER
RANK NOT NULL NUMBER
CHECK_PRODUCT_ID NOT NULL NUMBER
CHECK_CATEGORY_ID NOT NULL NUMBER
CHECK_PROBLEM_CODE NOT NULL NUMBER
CHECK_COMPONENT_ID NOT NULL NUMBER
ACTIVE_FLAG NOT NULL VARCHAR2(10)

Table JTF_AM_SKILL_RULE_DTLS Who Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Who columns.

Table JTF_AM_SKILL_RULE_DTLS Who Columns
Name Null/Not Null Type
CREATED_BY NOT NULL NUMBER
CREATION_DATE NOT NULL DATE
LAST_UPDATED_BY NOT NULL NUMBER
LAST_UPDATE_DATE NOT NULL DATE
LAST_UPDATE_LOGIN NOT NULL NUMBER
OBJECT_VERSION_NUMBER NOT NULL NUMBER
ATTRIBUTE_CATEGORY NOT NULL VARCHAR2(150)

Table JTF_AM_SKILL_RULE_DTLS Flexfield Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Flexfield columns.

Table JTF_AM_SKILL_RULE_DTLS Flexfield Columns
ATTRIBUTE1 NOT NULL VARCHAR2(150)
ATTRIBUTE2 NOT NULL VARCHAR2(150)
ATTRIBUTE3 NOT NULL VARCHAR2(150)
ATTRIBUTE4 NOT NULL VARCHAR2(150)
ATTRIBUTE5 NOT NULL VARCHAR2(150)
ATTRIBUTE6 NOT NULL VARCHAR2(150)
ATTRIBUTE7 NOT NULL VARCHAR2(150)
ATTRIBUTE8 NOT NULL VARCHAR2(150)
ATTRIBUTE9 NOT NULL VARCHAR2(150)
ATTRIBUTE10 NOT NULL VARCHAR2(150)
ATTRIBUTE11 NOT NULL VARCHAR2(150)
ATTRIBUTE12 NOT NULL VARCHAR2(150)
ATTRIBUTE13 NOT NULL VARCHAR2(150)
ATTRIBUTE14 NOT NULL VARCHAR2(150)
ATTRIBUTE15 NOT NULL VARCHAR2(150)
SECURITY_GROUP_ID NOT NULL NUMBER

Search Rules Examples

The following example demonstrates how Assignment Manager applies search rules for skills-based filtering based on sample data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS.

Table JTF_AM_SKILL_RULES Sample Data
Column Name Values Description
Rule_id 1 The rule is identified as 1.
Document_type SR The document type for the calling document is a Service Request
Product_id_passed 1 The calling document has passed the Product_id and the Product_org_id values to Assignment Manager.
Category_id_passed 1 The calling document has passed the Category_id value to Assignment Manager.
Problem_code_passed 1 The calling document has passed the Problem_code value to Assignment Manager.
Component_id_passed 0 The calling document has not passed the Compent_id value to Assignment Manager since Assignment Manager does not yet use the Component_id_passed column.
Active_flag Y This rule is currently active and can be used.

In the sample data for table JTF_AM_SKILL_RULES, Assignment Manager selects Rule 1 if it receives values for the product_id and product_org_id, category_id and problem_code from the calling document. When Assignment Manager selects Rule 1, it searches for details for that rule in table JTF_AM_SKILL_RULE_DTLS.

Table JTF_AM_SKILL_RULE_DTLS Sample Data
Column Name Values Values Values Values Values
Detail_id 1 2 3 4 5
Rank 10 20 30 40 50
Rule_id 1 1 1 1 1
Check_Product_Id 1 0 0 0 0
Check_Category_id 0 1 0 0 1
Check_Problem_code 1 1 1 1 0
Check_Component_id 0 0 0 0 0
Active_flag Y Y Y Y Y

In table JTF_AM_RULE_DTLS, Assignment Manager successively applies all of the search rules for a specific value in the Rule_id column, beginning with the lowest ranked one where the Active_flag is set to Y.

In the case of the sample data, Assignment Manager first selects the rule with the lowest value in the Rank column, which is 10. Where the value of Rank is 10, the value of check_product_id and check_problem_code are 1. Consequently, Assignment Manager searches the Skills Bank for qualified resources and marks the ones that are rated for product and problem code. When this process is completed, Assignment Manager selects the rule with the next lowest rank, which is 20. Where the value of Rank is 20, Check_Category_id, and Check_Problem_Code are 1. Consequently, Assignment Manager searches the Skills Bank for qualified resources and marks the ones that are rated for Product Category and Problem Code.

Assignment Manager continues this process until all of the rules are applied in succession and at least one of the given combination is returned. If no rules are defined for a particular combination of values passed in then no filtering occurs and all of the qualified resources are returned.

Supported Document Types

Assignment Manager supports document types from the FND_LOOKUPS table where LOOKUP_TYPE = JTF_AM_DOCUMENT_TYPE. These document types do not pass a Component_id value to Assignment Manager, which consequently does not use it for skills-based filtering. Component_id is included as a column in the search rule tables for future requirements.

Supported Document Types
Document Type Calling Document
SR Service Request
TASK Tasks
SR_TASK Service Request Task
ESC Escalations
DEF Defects
LEAD Leads
OPPR Opportunities
ACC Accounts
DR Depot Repair Tasks

Business Rules

The following skills-based filtering business rules are seeded for any document type recognized by Assignment Manager.

Service Request Examples

This section contains skills-based filtering use cases in which a service request passes a combination of Product, Problem Code and Product Category values to Assignment Manager and Assignment Manager executes search steps based on those values. In the following table, X indicates that a value is specified for the corresponding Product, Problem Code, or Product Category in the search step. Each search step is explained in the subsequent text.

Steps Executed by Assignment Manager for Skills-based filtering
Skills Combination 1 Combination 2 Combination 3 Combination 4 Combination 5
Product Category X X X X N/A
Product X X N/A N/A N/A
Problem Code X N/A X N/A X

Combination 1

The following table contains the rules for Combination 1:

Rules for Combination 1
Skill Combination 1 Step 1 Step 2 Step 3 Step 4 Step 5
Product Category X N/A X N/A N/A X
Product X X N/A N/A X N/A
Problem Code X X X X N/A N/A

Combination 1 contains the following data in table JTF_AM_SKILL_RULES:

Combination 1 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 1
Document_type SR
Product_id_passed 1
Category_id_passed 1
Problem_code_passed 1
Component_id_passed 0
Active_flag Y

Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 1 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values Values Values Values
Detail_id 1 2 3 4 5
Rank 10 20 30 40 50
Rule_id 1 1 1 1 1
Check_Product_Id 1 0 0 1 0
Check_Category_id 0 1 0 0 1
Check_Problem_code 1 1 1 0 0
Check_Component_id 0 0 0 0 0
Active_flag Y Y Y Y Y

With Combination 1, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A

With Combination 1, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 1 Skills Bank Search Result
Resource_ id Skill_level
R1 60
R2 80
R4 0
R5 0

Combination 2

The following table contains the rules for Combination 2:

Rules for Combination 2
Skill Combination 2 Step 1 Step 2
Product Category X N/A X
Product X X N/A
Problem Code N/A N/A N/A

Combination 2 contains the following data in table JTF_AM_SKILL_RULES:

Combination 2 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 2
Document_type SR
Product_id_passed 1
Category_id_passed 1
Problem_code_passed 0
Component_id_passed 0
Active_flag Y

Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 2 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values
Detail_id 6 7
Rank 10 20
Rule_id 2 2
Check_Product_Id 1 0
Check_Category_id 0 1
Check_Problem_code 0 0
Check_Component_id 0 0
Active_flag Y Y

With Combination 2, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 null null null EE01 null
R2 3 149 204 null EE01 null
R3 4 null null 1390 EE01 null
R4 2 149 204 null null null
R5 3 null null 1390 null null

With Combination 2, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 2 Skills Bank Search Result
Resource_ id Skill_level
R1 0
R2 100
R3 0
R4 0
R5 80

Combination 3

The following table contains the rules for Combination 3:

Rules for Combination 3
Skill Combination 3 Step 1 Step 2 Step 3
Product Category X X N/A X
Product N/A N/A N/A N/A
Problem Code X X X N/A

Combination 3 contains the following data in table JTF_AM_SKILL_RULES:

Combination 3 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 3
Document_type SR
Product_id_passed 0
Category_id_passed 1
Problem_code_passed 1
Component_id_passed 0
Active_flag Y

Combination 3 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 3 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values Values
Detail_id 8 9 10
Rank 10 20 30
Rule_id 3 3 3
Check_Product_Id 1 0 1
Check_Category_id 0 0 0
Check_Problem_code 1 1 0
Check_Component_id 0 0 0
Active_flag Y Y Y

With Combination 3, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A
R4 2 149 204 N/A N/A N/A
R5 3 N/A N/A 1390 N/A N/A

With Combination 3, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 3 Skills Bank Search Result
Resource_ id Skill_level
R1 60
R2 80
R3 0
R4 0
R5 0

Combination 4

The following table contains the rules for Combination 4:

Rules for Combination 4
Skill Combination 4 Step 1 Step 2
Product Category X N/A X
Product N/A N/A N/A
Problem Code N/A N/A N/A

Combination 4 contains the following data in table JTF_AM_SKILL_RULES:

Combination 4 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 4
Document_type SR
Product_id_passed 0
Category_id_passed 1
Problem_code_passed 0
Component_id_passed 0
Active_flag Y

Combination 4 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 4 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values
Detail_id 11
Rank 10
Rule_id 4
Check_Product_Id 0
Check_Category_id 1
Check_Problem_code 0
Check_Component_id 0
Active_flag Y

With Combination 4, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A
R4 2 149 204 N/A N/A N/A
R5 3 N/A N/A 1390 N/A N/A

With Combination 4, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 4 Skills Bank Search Result
Resource_ id Skill_level
R1 0
R2 0
R3 0
R4 0
R5 80

Combination 5

The following table contains the rules for Combination 5:

Rules for Combination 5
Skill Combination 5 Step 1
Product Category N/A N/A
Product N/A N/A
Problem Code X X

Combination 5 contains the following data in table JTF_AM_SKILL_RULES:

Combination 5 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 5
Document_type SR
Product_id_passed 0
Category_id_passed 0
Problem_code_passed 1
Component_id_passed 0
Active_flag Y

Combination 5 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 5 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values
Detail_id 12
Rank 10
Rule_id 5
Check_Product_Id 0
Check_Category_id 0
Check_Problem_code 1
Check_Component_id 0
Active_flag Y

With Combination 5, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A
R4 2 149 204 N/A N/A N/A
R5 3 N/A N/A 1390 N/A N/A

With Combination 5, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 5 Skills Bank Search Result
Resource_ id Skill_level
R1 60
R2 0
R3 0
R4 0
R5 0

Task Examples

This section contains skills-based filtering use cases in which a Task passes a combination of Product, Problem Code and Product category values to Assignment Manager and Assignment Manager executes search steps based on those values. In the following table, X indicates that a value is specified for the corresponding Product, Problem Code, or Product Category in the search step. Each search step is explained in the subsequent text.

Combination of Values Passed by a Task to Assignment Manager
Skill Combination 1 Combination 2
Product Category X X
Product X X
Problem Code X N/A

Combination 1

The following table contains the rules for Combination 1:

Rules for Combination 1
Skill Combination 1 Step 1 Step 2 Step 3
Product Category X X N/A N/A
Product X N/A X N/A
Problem Code X N/A N/A X

Combination 1 contains the following data in table JTF_AM_SKILL_RULES:

Combination 1 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 6
Document_type TASK
Product_id_passed 1
Category_id_passed 1
Problem_code_passed 1
Component_id_passed 0
Active_flag Y

Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 1 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values Values
Detail_id 12 13 14
Rank 10 20 30
Rule_id 6 6 6
Check_Product_Id 1 0 0
Check_Category_id 0 1 0
Check_Problem_code 0 0 1
Check_Component_id 0 0 0
Active_flag Y Y Y

With Combination 1, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A
R4 2 149 204 N/A N/A N/A
R5 3 N/A N/A 1390 N/A N/A

With Combination 1, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 1 Skills Bank Search Result
Resource_ id Skill_level
R1 60
R2 80
R3 0
R4 0
R5 80

Combination 2

The following table contains the rules for Combination 2:

Rules for Combination 2
Skill Combination 2 Step 1 Step 2 Step 3
Product Category X X N/A N/A
Product X N/A X X
Problem Code N/A N/A N/A N/A

Combination 2 contains the following data in table JTF_AM_SKILL_RULES:

Combination 2 Data in Table JTF_AM_SKILL_RULES
Column Name Values
Rule_id 7
Document_type TASK
Product_id_passed 1
Category_id_passed 1
Problem_code_passed 0
Component_id_passed 0
Active_flag Y

Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 2 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values
Detail_id 15 16
Rank 10 20
Rule_id 7 7
Check_Product_Id 1 0
Check_Category_id 0 1
Check_Problem_code 0 0
Check_Component_id 0 0
Active_flag Y Y

With Combination 2, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ id Skill_level_id Product_ id Product_org_id Category_id Problem_code Component_id
R1 4 N/A N/A N/A EE01 N/A
R2 3 149 204 N/A EE01 N/A
R3 4 N/A N/A 1390 EE01 N/A
R4 2 149 204 N/A N/A N/A
R5 3 N/A N/A 1390 N/A N/A

With Combination 2, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:

.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL
Skill_level_id Skill_level
4 60
3 80
2 100

The service request passes the following values to Assignment Manager.

The following resources are returned as Qualified Resources in Assignment Manger:

Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:

Combination 2 Skills Bank Search Result
Resource_ id Skill_level
R1 0
R2 80
R3 0
R4 0
R5 80

Backwards Compatibility Considerations

If no rules are defined for a given combination of product category, product and problem code values that the calling document passes to Assignment Manager then all qualified resources are returned without any filtering.

For the matching attributes problem code, product, and product category it is recommended that you use the Skills Bank to obtain the most qualified resources. Setting these matching attributes in territories is not advisable.

Customization Guidelines

You can customize the Skills Bank search logic as required by modifying the seeded data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. When the data in these tables is customized for a particular product, the last_updated_by column should always be updated with the User_id value of the individual that modifies the data. Customized rows should not have values of 0 or 1 in the last_updated_by column, otherwise, if new patch is applied, the customized data will be lost.

Sample Code for Preventing the Execution of a Step

The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the execution of Step 5 in Combination 1 of the Service Request examples:

UPDATE     JTF_AM_SKILL_RULE_DTLS
SET           active_flag = 'N'
, last_update_date = sysdate
, last_updated_by = 100
,            object_version_number = object_version_number + 1
             WHERE     detail_id = 5
/

Note: Text marked in bold will change depending on whether or not the rule is active.

Sample Code for Preventing the Execution of a Combination

The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the execution of Combination 2 of the Service Request examples:

UPDATE     JTF_AM_SKILL_RULES
SET           active_flag = 'N'
, last_update_date = sysdate
, last_updated_by = 100
, object_version_number = object_version_number + 1
         WHERE     rule_id  = 2
/

Note: Text marked in bold will change depending on whether or not the rule is active.

Sample Code for Adding a Search Rule

The following SQL statement inserts data in table JTF_AM_SKILL_RULE_DTLS to add a rule that searches for a resource rated for product and product category as the first step in Combination 2 of the Service Request examples:

INSERT      INTO JTF_AM_SKILL_RULE_DTLS

    (DETAIL_ID,

    RULE_ID,
    RANK,
    CHECK_PRODUCT_ID,
    CHECK_CATEGORY_ID,
    CHECK_PROBLEM_CODE,
    CHECK_COMPONENT_ID,
    ACTIVE_FLAG,
    CREATED_BY,
    CREATION_DATE,
    OBJECT_VERSION_NUMBER)
    VALUES       (DETAIL_ID,
     RULE_ID,
     RANK, 
     CHECK_PRODUCT_ID,
     CHECK_CATEGORY_ID, 
     CHECK_PROBLEM_CODE,
     CHECK_COMPONENT_ID,
     ACTIVE_FLAG,
     CREATED_BY,
     LAST_UPDATED_BY,
     CREATION_DATE,
     LAST_UPDATE_LOGIN,
     LAST_UPDATE_DATE,
     OBJECT_VERSION_NUMBER)
    VALUES (jtf_am_screen_setup_dtls_s.nextval,
     2,
     5,
     1, 
     1, 
     0,
     0, 
     'Y',
     user id ,
     sysdate,
 user login  id,
 user id,
     sysdate, 
 1)
/ 

Note: Text marked in bold must be substituted with the user id and user login id

Seeded Data

Assignment Manager ships with seeded data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. These tables are created in the JTF schema and store the rules for searching the Skills Bank. Data in these tables can be modified to activate new rules for the Skills Bank search.

Table JTF_AM_SKILL_RULES Seeded Data

The following table contains the seeded data stored in table JTF_AM_SKILL_RULES:

Table JTF_AM_SKILL_RULES Seeded Data
Columns Row1 Row2 Row3 Row4 Row5 Row6
RULE_ID 1 2 3 4 5 6
DOCUMENT_TYPE SR SR SR SR SR SR
PRODUCT_ID_PASSED 1 1 0 0 1 1
CATEGORY_ID_PASSED 1 1 1 1 0 0
PROBLEM_CODE_PASSED 1 0 1 0 1 0
COMPONENT_ID_PASSED 0 0 0 0 0 0
ACTIVE_FLAG Y Y Y Y Y Y
CREATED_BY 1 1 1 1 1 1
CREATION_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02
LAST_UPDATED_BY 1 1 1 1 1 1
LAST_UPDATE_DATE 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02
LAST_UPDATE_LOGIN 1 1 1 1 1 1
OBJECT_VERSION_NUMBER 1 1 1 1 1 1

Table JTF_AM_SKILL_RULE_DTLS

The following table contains the seeded data stored in table JTF_AM_SKILL_RULE_DTLS:

Table JTF_AM_SKILL_RULE_DTLS Seeded Data
Columns DETAIL_ID RULE_ID RANK CHECK_PRODUCT_ID CHECK_CATEGORY_ID CHECK_PROBLEM_CODE ACTIVE_FLAG
1 1 1 10 1 0 1 Y
2 2 1 20 0 1 1 Y
3 3 1 30 0 0 1 Y
4 4 1 40 1 0 0 Y
5 5 1 50 0 1 0 Y
6 6 2 10 1 0 0 Y
7 7 2 20 0 1 0 Y
8 8 3 10 0 1 1 Y
9 9 3 20 0 0 1 Y
10 10 3 30 0 1 0 Y
11 11 4 10 0 1 0 Y
12 12 5 10 0 0 1 Y
13 13 6 10 1 0 0 Y

The standard Who columns and the check_component_id of the table JTF_AM_SKILL_RULE_DTLS contains the following data for all rows:

JTF_AM_SKILL_RULE_DTLS Standard Who Columns and check_component_id
Columns Row1
CHECK_COMPONENT_ID 0
CREATED_BY 1
CREATION_DATE 1-OCT-02
LAST_UPDATED_BY 1
LAST_UPDATE_DATE 1-OCT-02
LAST_UPDATE_LOGIN 1
OBJECT_VERSION_NUMBER 1

Self-testing Framework

The Assignment Manager self-testing framework provides relevant parties such as support analysts and quality assurance engineers with a method for testing Assignment Manager that does not require input from calling documents. Normally, Assignment Manager fetches and displays a list of resources based on parameter values passed by a calling document such as a service request, task, or escalation. With the self-testing Framework, data from calling documents can be simulating for testing purposes.

Assignment Manager Test form

The Assignment Manager Test Form is a tool that simulates the process of invoking Assignment Manager from a service request, using either the service request header or the Task tab, and a task. To accomplish this, the parameters and record groups that require assigned values before calling Assignment Manager are exposed.

Available Document Types

The Assignment Manager Test Form enables you to choose the following document types from the Document Type menu:

The form opens with a default option of Service Request.

Color Coded Labels For Fields

Assignment Manager Test Form fields contain color coded labels that are explained in a legend on the screen. Red labels indicated hidden fields and blue labels indicate fields that are no longer used as a qualifier to select a resource.

Setting up the Test Form

Perform the following to set up the Assignment Manager Test Form:

  1. Log in to Oracle Applications with Application Developer responsibility.

  2. Navigate to the Application menu.

  3. Perform a menu query for CRM Administrator Main Menu.

  4. Scroll down to the Test Assignment Manager entry. No prompts are entered for this entry and the function for the entry will is Test Assignment Manager. Enter the value Test Assignment Manager for the prompt and save the changes.

  5. Change to the CRM Administrator responsibility. The Test Assignment Manager option is now available for this responsibility.

Document Type Behavior

This section describes how the Service Request, Service Request and Task, and Task document types behave in the Assignment Manager Test Form.

Service Request

When Service Request is selected the Assignment Manager Test Form screen exposes the Service Request Qualifiers and the field labels display the labels from the Service Request screen. The qualifier values that are generated by base table values are associated with lists of values (LOVs). The qualifiers display the actual value that is passed to the record type. This value can either be selected from LOVs or entered directly by the user. The layout of this screen maps with the Service Request form regions. The block labels map to the tabs in the Service Request form.

Service Request Task

When Service Request and Task is selected the Assignment Manager Test Form screen exposes the Service Request Qualifiers that are to be populated when a user invokes Assignment Manager from the Task tab of the Service Request form. The qualifier values that are generated by base table values are associated with lists of values (LOVs). The qualifiers display the actual value that is passed to the record type. This value can either be selected from LOVs or entered directly by the user. The layout of this screen maps with the Service Request form regions. The block labels map to the tabs in the Service Request form.

Task

When a Task is selected, only the parameters are populated in the Assignment Manager Test Form screen. Parameters are described in the Parameters section.

Parameters

You can populate the parameters for a service request, service request task, or task by clicking the Parameters button and entering the required information in the Parameters window.

The labels of each field denote the actual name of the parameters in the Assignment Manager UI. When the AM_CALLING_DOC_TYPE is set to SR, the calling document types are Service Request and Service Request and Tasks. When it is set to TASK, the calling document is a task. For details about values to be set for the parameters please refer to the Assignment Manager Integration Document.

After you set the parameters and qualifiers, you can invoke the Assignment Manager UI by clicking the Get Assigned Resource button. The AM UI is referenced in the same manner as the calling documents that reference it. Once the resource is selected in the Assignment Manager UI, click OK and the selected resource will be fetched back to the test form. All the values of the returning record type are displayed in the Returned Resource block.

Example

In this example, a tester such as a support analyst or quality assurance engineer uses the self-testing framework to determine whether or not Assignment Manager is working correctly.

Set up Contracts, Installed Base, and Territories

The tester creates the following setup in Contracts, Installed Base, and Territories and then runs the territories concurrent program for Service Request.

Example Setup: Contracts
Customer Preferred Engineer
AMC Consultants John Dunne
Example Setup: Installed Base
Product Preferred Resource
White Computer A Smith
Example Setup: Territories
Matching Attribute Type Resources
Service Request Severity = Urgent Will Carry
Service Request Severity = Urgent ABC Group

Create a Service Request

Next, the tester creates a Service request (SR id 12345) with the following information:

Run the Test form

The tester then opens the test form from Applications and performs the following:

  1. Select Service Request in the Document type field.

  2. Select the Service Request Id and Service Request Type in the Qualifiers list.

  3. Click the Parameters button and check the Installed Base, Contracts and Territories check boxes.

  4. Close the Parameters window by clicking OK

  5. Click on the Get Assigned Resource button to launch the Assignment Manger UI.

    1. If only the Contracts checkbox is selected then Assignment Manger searches and retrieves John Dunne.

    2. If only the Installed Base checkbox is selected then Assignment Manger searches and retrieves A Smith.

    3. If only the Territory checkbox is selected then Assignment Manger searches and retrieves Will Carry and ABC Group.

    4. If the resources are retrieved as expected then the tester concludes that Assignment Manager works correctly.

Support for Excluded Resources

Assignment Manager provides support for excluded resources in the assignment process for service requests, service request tasks, and tasks. Installed Base uses this feature to maintain a list of excluded contacts in addition to preferred ones that are associated with a party. Contracts uses this feature to track excluded resources in the task assignment process. Assignment Manager extracts information from these applications and filters it to exclude the appropriate resources from being dispatched for an assignment.

Filtering Excluded Resources from Installed Base and Contracts

Assignment Manager filters excluded resources from Installed Base and Contracts based on information provided by each application and optionally applies it to the list of territory qualified resources. The Assignment Manager UI contains an attribute that optionally displays the option to exclude resources. This functionality is displayed by default.

Installed Base Excluded Resources

When Installed Base marks an excluded resource as E, the Preferred_flag attribute of the Installed Base Contact contains the following possible values:

Contacts in Installed Base may be marked as:

Contracts Excluded Resources

The Contracts Entitlements APIs communicate the resource type, resource names and classification, through the Contracts Entitlements process. Contracts can mark resources as preferred and excluded.

Process Flow

The following is the process flow with which Assignment Manager filters excluded resources.

  1. A service request, service request task, or task document calls Assignment Manager.

  2. Assignment Manager obtains a list of resources from Installed Base, Contracts, or Territories.

  3. Assignment Manager obtains a list of excluded resources from Installed Base and Contracts.

  4. Assignment Manager filters the excluded resources if the user has selected the Filter Excluded Resources check box in the Assignment Manager user interface.

    Note: Resources that have been excluded in one application such as Installed Base or Contracts will be filtered out from the list of Preferred Resources in the other. In such cases, a resource that has been excluded in Installed Base or Contracts will be filtered out in the Assignment Process. As a result, a resource that qualifies as a Preferred Contracts Engineer may be filtered out as an excluded Installed Base contact and a preferred Installed Base contact can be filtered out as excluded Contract preferred engineer.

Business Rules

This feature contains the following business rules:

  1. Excluded Resource for Contracts is considered to be in the Assisted Mode, when the Contracts and the Filter Excluded Resources check boxes are both selected.

  2. Excluded Resource for Installed Base is considered to be in the Assisted Mode, when the Installed Base and the Filter Excluded Resources check boxes are both selected.

  3. Excluded Resources from Contracts will be filtered from:

  4. Excluded Resources from IB will be filtered from:

  5. In the Unassisted Mode of the Assignment Manager user interface, excluded resources are not filtered. If an excluded resource is selected for assignment from the list of Resources, the user receives a warning that a Contract or Installed Base Excluded resource has been selected.

User Interface Functionality

The Assignment Manager user interface enables users to filter excluded resources.

Backward Compatibility

If the check box for Exclude Resources is NOT selected, then Assignment Manager behavior remains unchanged and it does not filter excluded resources. The specification of the API JTF_ASSIGN_PUB.GET_ASSIGN_RESOURCES includes a new parameter. Because the default value of the parameter is set to N, Assignment Manager does not filter the excluded resources if the calling module does not pass the parameter.

Subscribing to Assignment Manager Business Events

Assignment Manager publishes a business event for assignments generated by applications using the Oracle Workflow Business Event System. When Assignment Manager is called by a service request document, it fetches a resource list. Assignment Manager then publishes resources that it fetches from the list and relevant context information. Applications that subsequently subscribe to this event can modify its content based on the context information and fetched resources, or by plugging in their own custom logic.

The Oracle Workflow Business Event System

The Oracle Workflow Business Event System is an application service that leverages the Oracle Advanced Queuing (AQ) infrastructure to communicate business events between systems. The Business Event System consists of the Event Manager and workflow process event activities.

The Event Manager contains a registry of business events, systems, named communication agents within those systems, and subscriptions indicating that an event is significant to a particular system. Events can be raised locally or received from an external system or the local system through AQ. When a local event occurs, the subscribing code is executed in the same transaction as the code that raised the event, unless the subscriptions are deferred.

Assignment Manager Events

Assignment Manager raises events when it is called from application documents.

Assignment Manager Events
Name Status Display Name Description Owner Name Owner Tag
Oracle.apps.jtf.jasg.sr.assign Enabled Assignment Manager is called for document_type SR Assignment for Service Request or Service Request task. ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.task.assign Enabled Assignment Manager is called for document type TASK Assignment for task ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.esc.assign Enabled Assignment Manager is called for document type ESC Assignment for escalations ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.def.assign Enabled Assignment Manager is called for document type DEF Assignment for defects ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.acc.assign Enabled Assignment Manager is called for document type ACC Assignment for accounts ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.oppr.assign Enabled Assignment Manager is called for document type OPPR Assignment for opportunities ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.lead.assign Enabled Assignment Manager is called for document type LEAD Assignment for leads ATG Assignment Manager JTF
Oracle.apps.jtf.jasg.dr.assign Enabled Assignment Manager is called for document type DR Assignment for Depot Repair tasks ATG Assignment Manager JTF

Process Flow

The following events occur in sequence to publish and subscribe to an Assignment Manager business event.

  1. Assignment Manager is called from a document.

  2. Assignment Manager executes the process for obtaining preferred and qualified resources.

  3. Assignment Manager raises the business event that relates to the document.

  4. Other applications subscribe to the business event and process their subscriptions.

  5. The applications return a list of resource to the Assignment Manager user interface. If they are calling the Assignment Manager API, then the list of resources are returned to the calling document.

  6. Assignment Manager returns the newly processed values to the calling module.

Parameter List for Service Requests

The following parameters are passed to the event Oracle.apps.jtf.jasg.sr.assign:

Oracle.apps.jtf.jasg.sr.assign Parameters
Parameter Description
SERVICE_REQUEST_ID The Service Request ID
CONTRACT_ID The contract ID
CUSTOMER_PRODUCT_ID The customer product ID
TASK_ID The task ID
PARTY_ID The party ID
COUNTRY The country
PARTY_SITE_ID The party site ID
CITY The city
POSTAL_CODE The postal code
STATE The state
AREA_CODE The area code
COUNTY The country
COMP_NAME_RANGE The comp name range
PROVINCE The province
TASK_TYPE_ID The task type ID
TASK_STATUS_ID The task status ID
TASK_PRIORITY_ID The task priority ID
INCIDENT_SEVERITY_ID The incident severity ID
INCIDENT_URGENCY_ID The incident urgency ID
PROBLEM_CODE The problem code
INCIDENT_STATUS_ID The incident status ID
PLATFORM_ID The platform ID
SUPPORT_SITE_ID The support site ID
CUSTOMER_SITE_ID The customer site ID
SR_CREATION_CHANNEL The Service Request creation channel
INVENTORY_ITEM_ID The inventory item ID
SQUAL_NUM12 Inventory item ID/Service Request platform
SQUAL_NUM13 Oraganization ID/Service Request Platform
SQUAL_NUM14 Category ID/Service Request Product
SQUAL_NUM15 Inventory Item ID/Service Request Product
QUAL_NUM16 Organization ID/Service Request Product
SQUAL_NUM17 Service Request Group Owner
SQUAL_NUM18 Contract Support Service Item
SQUAL_NUM19 Organization ID
SQUAL_CHAR11 VIP Customers
SQUAL_CHAR13 Service Request customer contact preference
SQUAL_CHAR20 Service Request language ID for Territories Requirement
SQUAL_CHAR21 Service Request Service Contract Coverage

Example

In this example a Service Request Task calls Assignment Manager and Assignment Manager subsequently raises a business event after first meeting the following conditions:

Steps:

  1. Create a Service Request with Contract_Number: 5412.

  2. Create a Service Request Task "Fix Customer desktop", with task Priority = High.

  3. The Assignment Manager UI is invoked. Click Search.

  4. When Assignment Manager completes its process, table JTF_ASSIGN_PUB. G_assign_resources_tbl contains the following resources:

    Resources Fetched From Resource List
    Rec # Resource_id Resource_type Terr_id
    1. 21 RS_EMPLOYEE 1001
    2. 5 RS_GROUP 1001
  5. Assignment Manager raises the event Event Oracle.apps.jtf.jasg.sr.assign. The event is populated with the following values:

    Values Received by Event Oracle.apps.jtf.jasg.sr.assign
    Parameter Name Value
    SERVICE_REQUEST_ID 12999
    CONTRACT_ID 278644021571490173160763359807470948045
    CUSTOMER_PRODUCT_ID null
    TASK_ID 4561
    PARTY_ID 4429
    COUNTRY Null
    PARTY_SITE_ID Null
    CITY Null
    POSTAL_CODE Null
    STATE Null
    AREA_CODE Null
    COUNTY Null
    COMP_NAME_RANGE Null
    PROVINCE Null
    TASK_TYPE_ID 3
    TASK_STATUS_ID 2
    TASK_PRIORITY_ID 2
    INCIDENT_SEVERITY_ID 2
    INCIDENT_URGENCY_ID 6
    PROBLEM_CODE HDWR
    INCIDENT_STATUS_ID 9
    PLATFORM_ID Null
    SUPPORT_SITE_ID Null
    CUSTOMER_SITE_ID Null
    SR_CREATION_CHANNEL Null
    INVENTORY_ITEM_ID Null
    SQUAL_NUM12 Null
    SQUAL_NUM13 Null
    SQUAL_NUM14 Null
    SQUAL_NUM15 Null
    SQUAL_NUM16 Null
    SQUAL_NUM17 Null
    SQUAL_NUM18 Null
    SQUAL_NUM19 Null
    SQUAL_CHAR11 Null
    SQUAL_CHAR13 Null
    SQUAL_CHAR20 Null
    SQUAL_CHAR21 Null
  6. The function Add_Resource is executed and adds resources to JTF_ASSIGN_PUB. G_assign_resources_tbl.

  7. Assignment Manager provides the calling application with the following resources

    Resource Information Returned to Calling Application
    Rec # Resource_id Resource_type Terr_id
    1. 21 RS_EMPLOYEE 1001
    2. 5 RS_GROUP 1001
    3. 100001733 RS_EMPLOYEE  

Parameter List for Task

The following parameters are passed to the event Oracle.apps.jtf.jasg.task.assign:

Oracle.apps.jtf.jasg.task.assign Parameters
Parameter Description
TASK_ID The Task ID
BUSINESS_PROCESS_ID The business process ID
BUSINESS_PROCESS_DATE The date for the business process
CONTRACT_ID The contract ID
CUSTOMER_PRODUCT_ID The customer product ID
CATEGORY_ID The category ID

Parameter List for Escalations

The following parameters are passed to the event Oracle.apps.jtf.jasg.esc.assign:

Oracle.apps.jtf.jasg.esc.assign Parameters
Parameter Description
SOURCE_OBJECT_ID  
SOURCE_OBJECT_TYPE  
BUSINESS_PROCESS_ID The business process ID
BUSINESS_PROCESS_DATE The date for the business process

Parameter List for Defects

The following parameters are passed to the event Oracle.apps.jtf.jasg.def.assign:

Oracle.apps.jtf.jasg.def.assign Parameters
Parameter Description
CONTRACT_ID The contract ID
CUSTOMER_PRODUCT_ID The customer product ID
CATEGORY_ID The category ID
BUSINESS_PROCESS_ID The business process ID
BUSINESS_PROCESS_DATE The date for the business process
SQUAL_CHAR01  
SQUAL_CHAR02  
SQUAL_CHAR03  
SQUAL_CHAR04  
SQUAL_CHAR05  
SQUAL_CHAR06  
SQUAL_CHAR07  
SQUAL_CHAR08  
SQUAL_CHAR09  
SQUAL_CHAR10  
SQUAL_CHAR11  
SQUAL_CHAR12  
SQUAL_CHAR13  
SQUAL_CHAR14  
SQUAL_CHAR15  
SQUAL_CHAR16  
SQUAL_CHAR17  
SQUAL_CHAR18  
SQUAL_CHAR19  
SQUAL_CHAR20  
SQUAL_CHAR21  
SQUAL_CHAR22  
SQUAL_CHAR23  
SQUAL_CHAR24  
SQUAL_CHAR25  
SQUAL_NUM01  
SQUAL_NUM02  
SQUAL_NUM03  
SQUAL_NUM04  
SQUAL_NUM05  
SQUAL_NUM06  
SQUAL_NUM07  
SQUAL_NUM08  
SQUAL_NUM09  
SQUAL_NUM10  
SQUAL_NUM11  
SQUAL_NUM12  
SQUAL_NUM13  
SQUAL_NUM14  
SQUAL_NUM15  
SQUAL_NUM16  
SQUAL_NUM17  
SQUAL_NUM18  
SQUAL_NUM19  
SQUAL_NUM20  
SQUAL_NUM21  
SQUAL_NUM22  
SQUAL_NUM23  
SQUAL_NUM24  
SQUAL_NUM25  
ATTRIBUTE1  
ATTRIBUTE2  
ATTRIBUTE3  
ATTRIBUTE4  
ATTRIBUTE5  
ATTRIBUTE6  
ATTRIBUTE7  
ATTRIBUTE8  
ATTRIBUTE9  
ATTRIBUTE10  
ATTRIBUTE11  
ATTRIBUTE12  
ATTRIBUTE13  
ATTRIBUTE14  
ATTRIBUTE15  

Parameter List for Accounts

The following parameters are passed to the event Oracle.apps.jtf.jasg.acc.assign:

Oracle.apps.jtf.jasg.acc.assign Parameters
Parameter Description
CITY The city
POSTAL_CODE The postal code
STATE The state
PROVINCE The province
COUNTY The country
COUNTRY The country
INTEREST_TYPE_ID The interest type
PRIMARY_INTEREST_ID The primary interest
CONTACT_PRIMARY_INTEREST_ID  
CONTACT_SECONDARY_INTEREST_ID  
PARTY_SITE_ID The party site ID
AREA_CODE The area code
PARTY_ID The party ID
COMP_NAME_RANGE The comp name range
PARTNER_ID The partner ID
NUM_OF_EMPLOYEES The number of employees
CATEGORY_CODE The category code
PARTY_RELATIONSHIP_ID The party relationship ID
SIC_CODE  
ATTRIBUTE1  
ATTRIBUTE2  
ATTRIBUTE3  
ATTRIBUTE4  
ATTRIBUTE5  
ATTRIBUTE6  
ATTRIBUTE7  
ATTRIBUTE8  
ATTRIBUTE9  
ATTRIBUTE10  
ATTRIBUTE11  
ATTRIBUTE12  
ATTRIBUTE13  
ATTRIBUTE14  
ATTRIBUTE15  
ORG_ID  
BUSINESS_PROCESS_ID  
BUSINESS_PROCESS_DATE  

Parameter List for Opportunities

The following parameters are passed to the event Oracle.apps.jtf.jasg.oppr.assign:

Oracle.apps.jtf.jasg.oppr.assign Parameters
Parameter Description
LEAD_ID  
LEAD_LINE_ID  
CITY The city
POSTAL_CODE The postal code
STATE The state
PROVINCE The province
COUNTY The country
COUNTRY The country
INTEREST_TYPE_ID The interest type
PRIMARY_INTEREST_ID The primary interest
SECONDARY_INTEREST_ID The secondary interest
CONTACT_INTEREST_TYPE_ID  
CONTACT_PRIMARY_INTEREST_ID  
CONTACT_SECONDARY_INTEREST_ID  
PARTY_SITE_ID The party site ID
AREA_CODE The area code
PARTY_ID The party ID
COMP_NAME_RANGE The comp name range
PARTNER_ID The partner ID
NUM_OF_EMPLOYEES The number of employees
CATEGORY_CODE The category code
PARTY_RELATIONSHIP_ID The party relationship ID
SIC_CODE  
TARGET_SEGMENT_CURRENT  
TOTAL_AMOUNT  
CURRENCY_CODE  
PRICING_DATE  
CHANNEL_CODE  
INVENTORY_ITEM_ID  
OPP_INTEREST_TYPE_ID  
OPP_PRIMARY_INTEREST_ID  
OPP_SECONDARY_INTEREST_ID  
OPCLSS_INTEREST_TYPE_ID  
OPCLSS_PRIMARY_INTEREST_ID  
OPCLSS_SECONDARY_INTEREST_ID  
ATTRIBUTE1  
ATTRIBUTE2  
ATTRIBUTE3  
ATTRIBUTE4  
ATTRIBUTE5  
ATTRIBUTE6  
ATTRIBUTE7  
ATTRIBUTE8  
ATTRIBUTE9  
ATTRIBUTE10  
ATTRIBUTE11  
ATTRIBUTE12  
ATTRIBUTE13  
ATTRIBUTE14  
ATTRIBUTE15  
ORG_ID  
BUSINESS_PROCESS_ID  
BUSINESS_PROCESS_DATE  

Parameter List for Leads

The following parameters are passed to the event Oracle.apps.jtf.jasg.lead.assign:

Oracle.apps.jtf.jasg.lead.assign Parameters
Parameter Description
SALES_LEAD_ID  
SALES_LEAD_LINE_ID  
CITY The city
POSTAL_CODE The postal code
STATE The state
PROVINCE The province
COUNTY The country
COUNTRY The country
INTEREST_TYPE_ID The interest type
PRIMARY_INTEREST_ID The primary interest
SECONDARY_INTEREST_ID The secondary interest
CONTACT_INTEREST_TYPE_ID  
CONTACT_PRIMARY_INTEREST_ID  
CONTACT_SECONDARY_INTEREST_ID  
PARTY_SITE_ID The party site ID
AREA_CODE The area code
PARTY_ID The party ID
COMP_NAME_RANGE The comp name range
PARTNER_ID The partner ID
NUM_OF_EMPLOYEES The number of employees
CATEGORY_CODE The category code
PARTY_RELATIONSHIP_ID The party relationship ID
SIC_CODE  
BUDGET_AMOUNT  
CURRENCY_CODE  
PRICING_DATE  
SOURCE_PROMOTION_ID  
INVENTORY_ITEM_ID  
LEAD_INTEREST_TYPE_ID  
LEAD_PRIMARY_INTEREST_ID  
LEAD_SECONDARY_INTEREST_ID  
PURCHASE_AMOUNT  
ATTRIBUTE1  
ATTRIBUTE2  
ATTRIBUTE3  
ATTRIBUTE4  
ATTRIBUTE5  
ATTRIBUTE6  
ATTRIBUTE7  
ATTRIBUTE8  
ATTRIBUTE9  
ATTRIBUTE10  
ATTRIBUTE11  
ATTRIBUTE12  
ATTRIBUTE13  
ATTRIBUTE14  
ATTRIBUTE15  
ORG_ID  
SQUAL_NUM01  
SQUAL_NUM06  
CAR_CURRENCY_CODE  
BUSINESS_PROCESS_ID  
BUSINESS_PROCESS_DATE  

Parameter List for Depot Repair Tasks

The following parameters are passed to the event Oracle.apps.jtf.jasg.dr.assign:

Oracle.apps.jtf.jasg.dr.assign Parameters
Parameter Description
TASK_ID The task ID
SERVICE_REQUEST_ID The Service Request ID
CONTRACT_ID The contract ID
CUSTOMER_PRODUCT_ID The customer product ID
CATEGORY_ID  
INVENTORY_ITEM_ID The inventory item ID
INVENTORY_ORG_ID  
BUSINESS_PROCESS_ID  
BUSINESS_PROCESS_DATE  
PARTY_ID The party ID
COUNTRY The country
PARTY_SITE_ID The party site ID
CITY The city
POSTAL_CODE The postal code
STATE The state
AREA_CODE The area code
COUNTY The country
COMP_NAME_RANGE The company name range
PROVINCE The province
TASK_TYPE_ID The task type ID
TASK_STATUS_ID The task status ID
TASK_PRIORITY_ID The task priority ID
INCIDENT_SEVERITY_ID The incident severity ID
INCIDENT_URGENCY_ID The incident urgency ID
PROBLEM_CODE The problem code
INCIDENT_STATUS_ID The incident status ID
PLATFORM_ID The platform ID
SUPPORT_SITE_ID The support site ID
CUSTOMER_SITE_ID The customer site ID
SR_CREATION_CHANNEL The Service Request creation channel
ATTRIBUTE1  
ATTRIBUTE2  
ATTRIBUTE3  
ATTRIBUTE4  
ATTRIBUTE5  
ATTRIBUTE6  
ATTRIBUTE7  
ATTRIBUTE8  
ATTRIBUTE9  
ATTRIBUTE10  
ATTRIBUTE11  
ATTRIBUTE12  
ATTRIBUTE13  
ATTRIBUTE14  
ATTRIBUTE15  
INVENTORY_ITEM_ID  
SQUAL_NUM12 Inventory item ID/Service Request platform
SQUAL_NUM13 Oraganization ID/Service Request Platform
SQUAL_NUM14 Category ID/Service Request Product
SQUAL_NUM15 Inventory Item ID/Service Request Product
QUAL_NUM16 Organization ID/Service Request Product
SQUAL_NUM17 Service Request Group Owner
SQUAL_NUM18 Inventory Item ID/Contract Support Service Item
SQUAL_NUM19 Organization ID/Contract Support Service Item
SQUAL_CHAR11 VIP Customers
SQUAL_CHAR13 Service Request customer contact preference
SQUAL_CHAR20 Service Request language ID for Territories Requirement
SQUAL_CHAR21 Service Request Service Contract Coverage

Backward Compatibility

If there are no subscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign, or if the subscription is disabled, then Assignment Manager does not alter its processing. This functionality does not alter calls made to the Assignment Manage API or user interface.

Using Business Events to Generate Custom Logic

Assignment Manager provides a plug-in facility that enables organizations to supplement the predefined logic that Assignment Manager uses to return preferred or qualified resources to calling modules. This enables organizations to extend, and customize Assignment Manager for specific routing and assignment requirements. Assignment Manager accomplishes this by publishing business events for the assignment process. These events are defined in the Oracle Workflow Event Manager and are raised from the Assignment Manager API for the Service Request (SR) document type. Subscriptions to these events may perform the custom processing logic. The Assignment Manager API subsequently returns a PL/SQL table of resources to the UI or to the calling module.

Workflow Background Information

The Publishing Assignment Manager Business Events section contains most of the required Workflow background information for this feature, however, it is useful to know the additional terminology in this section.

Rules

The following rules apply to the successful operation of this feature:

Subscribed Function to event Oracle.apps.jtf.jasg.sr.assign

The function that is subscribed to the event requires the following parameters:

Please see the Assignment Manager Events section for a description of this function.

Use Case: Get Preferred/Qualified Resources for a SR Task

For cases in which the Service Request Task has a Priority = High(2), the Service Online team wants to plug in a specific resource with the following parameters:

Use Case Parameters
Parameter Value
Resource_id 100001733
Resource_Type RS_EMPLOYEE
Resource_Name Bond, James

Subscriptions

Function Add_Resource is subscribed to event "Oracle.apps.jtf.jasg.sr.assign".

Add-Resource Function Sample Code

The following is sample code for the Add_Resource function:

Create Or Replace FUNCTION JASG_AM_ASSIGN_RESOURCE
            (p_subscription_guid  in            raw,
             p_event              in out nocopy wf_event_t)
return varchar2 IS
   l_event_key              varchar2(240) := p_event.GetEventKey();
   l_event_name             varchar2(240) := p_event.GetEventName();
   i                        NUMBER := 0;
   l_task_priority_id       NUMBER;
BEGIN
   -- Get the task priorty id from the p_event in parameter
   l_task_priority_id        := p_event.GetValueForParameter('TASK_PRIORITY_ID');
   if(jtf_assign_pub.g_assign_resources_tbl.count > 0)
   then
     i := jtf_assign_pub.g_assign_resources_tbl.last + 1;
   else
     i := 0;
   end if;
   
   If(l_task_priority_id = 2) -- if task priority is High then add the resource to the global pl/sql table
   THEN
      jtf_assign_pub.g_assign_resources_tbl(i).resource_id := 100001733;
      jtf_assign_pub.g_assign_resources_tbl(i).resource_type := 'RS_EMPLOYEE';
   END IF;
   return 'SUCCESS';
   
Exception 
  when others then
        WF_CORE.CONTEXT('JASG_AM_ASSIGN_RESOURCE',  p_event.getEventName( ), p_subscription_guid);
        WF_EVENT.setErrorInfo(p_event, 'ERROR');
      
       return('ERROR');
END JASG_AM_ASSIGN_RESOURCE;

Steps

Following is the list of steps for this example.

  1. A Service Request is created with Contract_Number: "5412"

  2. A Service Request Task "Fix Customer desktop" is created with task Priority = "High".

  3. The Assignment Manager UI is invoked and 'Search' button pressed.

  4. Assignment Manager completes its normal flow and populates table JTF_ASSIGN_PUB. G_assign_resources_tbl with the following values:

    Values in Table JTF_ASSIGN_PUB. G_assign_resources_tbl Before Rasing Business Event
    Rec # Resource_id Resource_type Terr_id
    1. 21 RS_EMPLOYEE 1001
    2. 5 RS_GROUP 1001
  5. Assignment Manager raises the event "Oracle.apps.jtf.jasg.sr.assign" which receives the following values:

    Parameters passed to event Oracle.apps.jtf.jasg.sr.assign
    Parameter Name Value
    SERVICE_REQUEST_ID 12999
    CONTRACT_ID 278644021571490173160763359807470948045
    CUSTOMER_PRODUCT_ID null
    TASK_ID 4561
    PARTY_ID 4429
    COUNTRY Null
    PARTY_SITE_ID Null
    CITY Null
    POSTAL_CODE Null
    STATE Null
    AREA_CODE Null
    COUNTY Null
    COMP_NAME_RANGE Null
    PROVINCE Null
    TASK_TYPE_ID 3
    TASK_STATUS_ID 2
    TASK_PRIORITY_ID 2
    INCIDENT_SEVERITY_ID 2
    INCIDENT_URGENCY_ID 6
    PROBLEM_CODE HDWR
    INCIDENT_STATUS_ID 9
    PLATFORM_ID Null
    SUPPORT_SITE_ID Null
    CUSTOMER_SITE_ID Null
    SR_CREATION_CHANNEL Null
    INVENTORY_ITEM_ID Null
    SQUAL_NUM12 Null
    SQUAL_NUM13 Null
    SQUAL_NUM14 Null
    SQUAL_NUM15 Null
    SQUAL_NUM16 Null
    SQUAL_NUM17 Null
    SQUAL_NUM18 Null
    SQUAL_NUM19 Null
    SQUAL_CHAR11 Null
    SQUAL_CHAR13 Null
    SQUAL_CHAR20 Null
    SQUAL_CHAR21 Null
  6. Assignment Manager executes the Add_Resource function which addes a resource to JTF_ASSIGN_PUB. G_assign_resources_tbl.

  7. Assignment Manager generates the following out table to the calling module:

    Values in JTF_ASSIGN_PUB. G_assign_resources_tbl after Oracle.apps.jtf.jasg.sr.assign has been executed
    Record Number Resource_id Resource_type Terr_id
    1. 21 RS_EMPLOYEE 1001
    2. 5 RS_GROUP 1001
    3. 100001733 RS_EMPLOYEE N/A

Backward Compatibility

If there are nosubscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign, or if the subscription is disabled, then the processing does not change. This functionality does not alter calls made from the calling module to the Assignment Manger UI or API.