Implementation Tasks for Oracle iSupport

This chapter covers the following topics:

Overview of Implementation Tasks

Oracle iSupport relies on other Oracle applications for its functionality. In order to successfully implement Oracle iSupport, you must set up its mandatory dependencies, and optionally, its conditional dependencies.

The tasks described in this guide assist your setup of Oracle iSupport, Release 12. Many companies installing Oracle iSupport already are running some of the mandatory and/or conditional Oracle applications. For them, Oracle iSupport is an add-on or upgrade. Thus, depending upon your particular situation, you may or may not need to perform all of the tasks listed here.

Confirming General Oracle Applications Setups

Your setup steps for Oracle iSupport depend upon whether you are creating a fresh install of Oracle Applications or upgrading to the current release from a previous release. The steps in this section are confirming setups of applications that all Oracle applications depend upon. For details, refer to Oracle Applications Installation Guide, Oracle Applications Upgrade Guide, and Oracle Applications System Administrator's Guide.

Confirming Oracle Trading Community Architecture Setup

Ensure the setup of the following in the model for the Oracle Trading Community Architecture:

Refer to current Trading Community Model documentation for additional details.

Confirming Oracle Receivables Setup

Confirm the setup of Oracle Receivables.

Refer to the Oracle Receivables Implementation Guide.

Defining Employees

Define or confirm the definitions of your employees in Oracle Human Resources Management System (HRMS) or another HR application.

For Oracle Human Resources Management System documentation, refer to Oracle HRMS guides.

Confirming Oracle Foundation Technology Stack Setup

Confirm the setup of the technology stack. Refer to any Oracle Foundation Technology Stack documentation that is available on My Oracle Support.

Performing System Administration Setups

The merchant implementing Oracle iSupport receives a system administrator login and uses that login in the setup of the application. The system administrator username and password that are seeded are: sysadmin/sysadmin. It is recommended that you change this password to something unique.

Some of the setups listed here are optional. Refer to the text for details.

Confirm Menus/Functions Setup

The menus on the Oracle iSupport HTML UI are seeded in Oracle Application Object Library (AOL). They are linked to the seeded Functions in AOL. It is optional to confirm the setup of menus and functions.

You can define your own menus and responsibilities. For a list of seeded menus and functions in Oracle iSupport, see the Seeded Data appendix.

Confirm Functions

Functions link to coding within specific JSPs and to application menus. Those necessary for Oracle iSupport are seeded in AOL. To view Functions in AOL, log into Oracle Applications as sysadmin and navigate to System Administrator > Application > Function. From there, query for function names that begin with IBU_.

Confirm iSupport Menus

Each menu in Oracle iSupport links to a function or another menu. Confirming menus is not mandatory. To view menus in AOL, log into Oracle Applications as sysadmin and navigate to System Administrator > Application > Menus. From there, query for menu names that begin with IBU_.

For additional information, see the Oracle Applications System Administrator's Guide.

Understanding Responsibilities and Roles

Responsibilities are defined for application security and determine which menus a user will see. Roles are collections of permissions which allow users to perform various functions. Roles and responsibilities must be assigned to users to be effective.

If you are using the CRM User Management Framework for user setup, responsibilities and roles are seeded within each User Type. As each user is approved, the roles and responsibilities that are assigned depend upon your setup of the user framework. Refer to the Oracle Applications CRM System Administrator's Guide for more information on what is seeded by user type, and how to customize user types.

The Oracle iSupport module has its own seeded responsibilities and roles that you can use. Setup steps for creating users are in the Setting Up Oracle iSupport Users section. Refer to the Seeded Data appendix for Oracle iSupport roles and responsibilities that ship with the application.

Refer to AOL documentation for information on how to set up new responsibilities, roles, and permissions, or to customize existing ones.

Set Up Profile Options

Profile options are seeded within all Oracle applications, and each module has its own specific set of profile options. Although all profile options are seeded, there are some settings that must be performed by sysadmin. See the Profile Options appendix for details.

Set Up Properties

There are two sets of key components for Oracle iSupport that must be set. These are:

Steps

  1. Log in to Oracle Applications as sysadmin/sysadmin.

  2. Navigate to Settings > System > Advanced. Select Oracle iSupport's product code, IBU, from the View LOV.

  3. Set the following company key components to appropriate values. These properties are used while sending out Home Page subscription e-mails:

    • COMPANY_ADDRESS

    • COMPANY_EMAIL ADDRESS

    • COMPANY MERCHANT_NAME

    • COMPANY_NAME

    • COMPANY_URL

  4. To confirm the setup of the Quick Find window items, verify that the following values are set for search.factories by clicking search.factories:

    • oracle.apps.ibu.requests.bean.RequestSearchFactory

    • oracle.apps.ibu.knowledge.bean.TechLibSearchFactory

    • oracle.apps.ibu.communities.bean.MyForumSearchFactory

    • oracle.apps.csi.qk.CsiqkInstanceFactory

    • oracle.apps.cs.knowledge.bean.SolutionSearchFactory

    • oracle.apps.cs.knowledge.bean.SolutionCategorySearchFactory

  5. Next, verify that the Quick Find window key components are set according to what your business processes require. Remove any items that you do not wish to use

    • When deleting items, be sure to remove the pairs of items that end in .categories and .desc.

      Here is an example of what the seeded components will be:

      Oracle Install Base*:

    • service.oracle.apps.cs.inquiries.bean.IBSearchFactory.categories

      The value of this component is Install Base.

    • service.oracle.apps.cs.inquiries.bean.IBSearchFactory.desc

      The value of this component is IBSearch.item.

      Forums:

    • service.oracle.apps.ibu.communities.bean.MyForumSearchFactory.categories

      The value of this component is Forums.

    • service.oracle.apps.ibu.communities.bean.MyForumSearchFactory.desc

      The value of this component is MyForumSearch.item.

      Oracle Knowledge Management:

    • service.oracle.apps.ibu.knowledge.bean.SMSSearchFactory.categories

      The value of this component is Solutions.

    • service.oracle.apps.ibu.knowledge.bean.SMSSearchFactory.desc

      The value of this component is SMSSearch.item.

      Marketing Encyclopedia System (MES):

    • service.oracle.apps.ibu.knowledge.bean.TechLibSearchFactory.categories

      The value of this component is Library.

    • service.oracle.apps.ibu.knowledge.bean.TechLibSearchFactory.desc

      The value of this component is TechLibSearch.item.

      Service Request:

    • service.oracle.apps.ibu.knowledge.bean.RequestSearchFactory.categories

      The value of this component is Service Requests;

    • service.oracle.apps.ibu.knowledge.bean.RequestSearchFactory.desc

      The value of this component is RequestSearch.item.

  6. For any responsibility, set this up manually:

    ui.nav.logout.disabled.resp.<responsibility key> = true.

Note: *By default, the responsibility iSupport: iSupport Self-Service Helpdesk does not contain the Install Base category under the Quick Find window. You must set this up manually because it cannot be shipped out of the box. To do so, create a JTT property called search.factories.<respid of isupport self-service helpdesk responsibility> and then add the categories that you want exposed to this responsibility.

Setting Up Oracle Workflow

See the chapter in this guide Integrating Oracle iSupport with Oracle Workflow, or refer to Oracle Workflow Administrator's Guide.

Setting Up CRM Foundation

Set up and/or confirm the setup of the CRM Foundation software suite. Oracle iSupport service request functionality uses the Notes, Resources, and Assignment Manager modules. Oracle Knowledge Management functionality also uses Notes and Resources. Thus, at a minimum, you should be familiar with the setup and functionality of Notes, Resources, and Assignment Manager. For information on the Oracle iSupport-specific setups related to these modules, see these sections:

Refer to Oracle Applications CRM System Administrator's Guide, Oracle Common Application Calendar Implementation Guide, and Oracle Trading Community Architecture Technical Implementation Guide for details.

Setting Up CRM User Management Framework

The Oracle CRM User Management Framework consists of enrollments, approval processes, registration templates, and user types. These components provide a flexible framework for user creation, approval, management, and information gathering.

The user management framework is an optional but recommended integration for your organization. Although the framework is installed automatically when you install CRM Foundation modules, you need to perform some setups.

The information in this section is meant to give you an overview of the user management framework concepts. For more information, refer to the Oracle Applications CRM System Administrator's Guide.

Setting Up Enrollments

Enrollments are application-specific services at the user level. These services include the registration templates, roles, responsibilities, and approval definitions that are tied to user types. Oracle User Management provides four types of enrollment available for a user type:

One enrollment can equal:

For more information on enrollments, see the Oracle Applications CRM System Administrator's Guide.

Sample Registration/Enrollments Scenario for a Business User

User A accesses the HTML login page and begins self-registration. The first registration page that he sees is a list of user types (such as Primary User, Business User, Individual User). User A selects Business User as his user type. The user type selection determines which implicit enrollments (default role and responsibility tied to his user type) he will get from the JTT user management framework.

During implementation or setup, the application administrator (sysadmin) must configure User Types and implicit enrollments on the System Administrator Console. The administrator may also set up enrollments to which users can subscribe.

Continuing with registration, User A enters his customer number (provided by his application administrator), his name, address information, and so on. He chooses a unique username and password.

In the next page, User A is presented with a list of enrollments, such as Self-Service Support Over the Web (for Oracle iSupport), and Oracle iStore. These are explicit enrollments. He can select none, one, or all listed enrollments. If User A selects no enrollments, he receives only the implicit enrollments (the default role and responsibility) tied to the Business User Type. Other roles and responsibilities can be manually added later to his username by the Oracle iSupport Administrator.

The registration request enters the approval process. The JTT user management framework comes with seeded approval processes that leverage Oracle Workflow for e-mail notifications. If User A logs in to the application before he is approved, then he sees a page that tells him that his approval is pending.

After User A is approved, he receives an e-mail notifying him of his approval, and then he can log in to the HTML login page. His application landing page depends upon the default responsibility assigned to him when he logs in.

Seeded Self-Service Support Over the Web Enrollment

The enrollment tied to Oracle iSupport is called the Self-Service Support Over the Web Enrollment. It is seeded within the CRM User Management Framework.

An appendix table shows seeded Oracle iSupport user responsibilities for Self-Service Support Over the Web Enrollment. Responsibilities that contain the word "site" in their titles are used in cases where a user registers using the Oracle iStore registration page.

The section Oracle iSupport Enrollments lists the responsibilities, roles, and other information for seeded Oracle iSupport enrollments for Self-Service Support Over the Web Enrollment.

Modifying Seeded Enrollments

The seeded enrollments can be modified, and you can also create new enrollments. For more information, refer to the Oracle Applications CRM System Administrator's Guide .

Setting Up Registration Templates

Applications require different pieces of information to register various user types. Registration of a sales representative might require the sales territory, while a consumer registration would need to include the credit card number. Registration data is being stored in different tables - some is common data and is stored (mostly) in the Trading Community Architecture (TCA); the rest is stored into application-specific tables.

Registration templates, which can be one JSP or multiple pages, accommodate these information-gathering requirements. The registration pages rendered to a user will depend on the user type and the services/enrollments the user is subscribing to. Registration templates refer to JSP files that are used to capture the registration information that is particular to a User Type.

Characteristics of registration templates include:

Defining New Registration Templates

New registration templates can be created using the JTF sysadmin console. For more information, refer to the Oracle Applications CRM System Administrator's Guide.

Setting Up Approval Processes

Approval is a step in the registration process whereby users and/or their enrollments are confirmed by an approving authority. After the approval process is completed, the system automatically grants the appropriate default role(s) and responsibility (based on User Type and/or Enrollments) that allow access to the application.

The approval process uses Oracle Workflow to track and route the request (via an e-mail message) to each approver set up in the approval definition. The e-mail informs the approvers of the request type (user type or enrollment) and what action is required.

Seeded JTF Approval Processes

User Type seeded approval processes are:

Who Can Be an Approver?

Defining a New Approval Process

New approval processes can be defined on the JTF sysadmin console. For more information, refer to the Oracle Applications CRM System Administrator's Guide.

Setting Up Oracle iSupport Users

Oracle iSupport uses the Oracle CRM User Management Framework. Because Oracle iSupport also has its own user responsibilities and roles, this section contains information on setting up Oracle iSupport users exclusive of the new framework. See Setting up Oracle CRM User Management Framework for more information on its functionality.

Setting Up Oracle iSupport Administrator

The merchant implementing Oracle iSupport uses the sysadmin login to set up the Oracle iSupport Administrator. This is a required user and is not one of the seeded user types within the CRM User Management Framework.

The Oracle iSupport Administrator responsibility, iSupport System Administrator, is seeded in AOL. This responsibility has the responsibility key IBU_SYS_ADMIN.

The menu assigned to this responsibility is called iSupport Administration Root (IBU_SYS_ADMIN_TOP_MENU). See Oracle Applications System Administrator's Guide for more information on building menus and creating responsibilities.

The Oracle iSupport Administrator typically performs routine but high-level administrative tasks, such as:

Oracle iSupport Administrator functions are accessible by using the Oracle iSupport Administrator username and password on the Applications login page, and then selecting the Administration button in the top-right of the window.

Steps to Set Up Oracle iSupport Administrator

Follow the steps below to set up the Oracle iSupport Administrator.

Prerequisite:

Employees have been defined using Oracle Human Resources Management System or another human resources application. For Oracle HRMS documentation, refer to the Oracle HRMS Enterprise and Workforce Management Guide.

Associate User Name with Employee and Assign Responsibility

  1. Log in to the Oracle Forms application as sysadmin. Select System Administrator responsibility. Navigate to Security > User > Define. The Users window opens.

  2. In the Users window, enter the username for the Oracle iSupport Administrator. An example is IBUADMIN. (IBU is the product code for Oracle iSupport.)

  3. Associate the user with an employee by using the Person LOV in the User Form. Select the desired association by double-clicking on the employee name.

  4. Tab to Password field and enter a password. Tab to clear the field and re-enter the same password to validate.

  5. In the Responsibilities tab, select the IBU_SYS_ADMIN responsibility.

  6. Save changes.

  7. Still using System Administrator responsibility, navigate to Profile > System.

  8. Query with the username in the username field and JTF%DEF% in the Profile field.

  9. Set the following profile option at the user level for the administrator:

    • JTF_PROFILE_DEFAULT_APPLICATION - 672

      This tells the system that the default application for this user is Oracle iSupport, whose application ID is 672.

  10. Find the responsibility ID for the IBU_SYS_ADMIN responsibility (see steps below) and enter that value as the JTF_PROFILE_DEFAULT_RESPONSIBILITY value. Set at user level.

    This tells the system that the default responsibility for this user is IBU_SYS_ADMIN.

  11. Save and close the window.

Finding Responsibility ID

Use the following steps to find the RESPONSIBILITY_ID value of a responsibility. See the Profile Options appendix for details on determining APPLICATION_ID values -- The application ID is used when setting system profile values.

  1. In Oracle Forms as System Administrator, navigate to Security > Responsibility > Define. The Responsibilities window opens.

  2. From the top menu, select View > Find. Search for the IBU_SYS_ADMIN responsibility. After this is found, highlight the responsibility, and select Ok in the search window. The Responsibilities window is populated with the information for the responsibility.

  3. With the cursor in any field of the record, select Help > Diagnostics > Examine. The Examine Field and Variable Values window opens.

  4. In the Examine Field and Variable Values window, select RESPONSIBILITY_ID from the Field LOV. The Value field displays the value of RESPONSIBILITY_ID.

Assign Role(s)

  1. Navigate to Users > Registration > User Maintenance.

  2. Find the user who will be the Oracle iSupport Administrator. Select the underlined hyperlink of the username.

  3. Select Roles. Assign IBU_SYSTEM_ADMIN and IBU_REG_USER to the user.

  4. Select Update.

  5. Log out.

Verification

  1. Log in to the Applications login as the Oracle iSupport Administrator just created.

  2. Verify that appropriate menus are displayed. The Oracle iSupport Administrator has the following main tabs on the UI:

    • Home

    • Support (subtabs: Top Solutions, Technical Library, Forum, Service Requests)

  3. Under Profile, the Oracle iSupport Administrator has access to the following links:

    • Personal Profile

    • Contact Points

    • Addresses

    • Display Preferences

    • Accounts

    • Support

    • My Enrollments

    • A section for Company Information.

  4. Select the Administration button at the top of the window. Verify that the Oracle iSupport Administrator can access the following administrator tabs:

    • User (subtabs: User, Pending Approvals)

    • Homepage (subtabs: Content, Subscription)

    • Support (subtabs: Request template, Call Me, Survey, Technical Library, User Group, Supported Languages)

    • Forum (subtabs: Category, Forum, Messages, User Group)

    • MES

Steps to Assign Additional Roles and Responsibilities

After you have set up the Oracle iSupport Administrator, you can use that user to assign additional responsibilities and/or roles to users.

Remember, as a CRM User Management Framework User Type is approved, the system automatically gives those users a default role(s) and a default responsibility. Which roles and responsibilities are granted depends upon how you have configured the user management framework, including what roles and responsibilities are linked to the User Type and Enrollment selected during registration.

If you are creating custom users or if you need to assign additional responsibilities or roles to users, then use the following steps:

  1. Log into Oracle iSupport as the Oracle iSupport Administrator.

  2. Navigate to Administration > User.

  3. Search for the user whom you wish to modify.

  4. Select the underlined link of the username.

  5. In the Personal Profile window, select either Roles or Responsibilities as appropriate.

  6. Assign the roles/responsibilities as desired. If you assign additional responsibilities, then be sure to select a default responsibility.

    Note: The default responsibility that is active at the time a user logs in to the Applications login determines which application he initially accesses. The user can change this default by accessing the Profile > Preferences menu in Oracle iSupport.

Setting Up Language Associations

Use this procedure to associate an installed application language with a responsibility.

Steps

  1. Log into Oracle iSupport as the Oracle iSupport Administrator.

  2. Navigate to Administration > Support > Supported Languages.

  3. Select a responsibility from the Select Responsibility LOV, and click GO. A list of candidate languages appears.

  4. In the Enable As a Supported Language column, select the check box for languages that you want to associate with the responsibility. Clear a check box to remove the association.

  5. Use the Restore button as needed return the selections to the state that they were just after the last update. Then continue you selection and deselection.

  6. Click Update. A confirmation message appears to say that your selection has been saved.

Setting Up an Oracle iSupport Primary User

The Oracle iSupport Primary User typically:

The primary user can be approved by another primary user with the same responsibility as that of an Oracle iSupport Primary User for the party (organization) to which the primary user belongs, or by the Oracle iSupport Administrator.

Steps to Set Up an Oracle iSupport Primary User

Follow the steps below to set up the Oracle iSupport Primary User.

Registration

  1. Select the Register Here link on the Applications login. Or, have the user self-register using the Register Here link.

    Note: If you have already set up this user through the Oracle Forms interface, Oracle Human Resources Management System (HRMS), or your company's own HR application, then you may skip the Registration step. Instead, associate an employee with a user name in the Forms application (as you did with the administrator-user), and assign the iSupport Primary User responsibility there. This has the responsibility key IBU_PRIMARY_USER_RESP.

  2. Select Primary User as the user type; select Next.

  3. Enter the company ID in the textbox and Submit. The company ID is a unique number assigned during company registration. The User Registration window appears.

  4. Enter required information on the User Registration window. Make a note of the username and password. Select Submit. The Available Enrollments window appears.

  5. Select Self-Service Support Over the Web and select Next.

    Note: The Enrollments window brings in the CRM User Management Framework. The default roles and responsibilities linked to the Self-Service Support Over the Web enrollment will be assigned to this user upon approval. See the topic, Seeded Self-Service Support Over the Web Enrollment, for default roles and responsibilities that are seeded by user type for this enrollment.

  6. A confirmation message appears. Select Next.

Approval

  1. Log in to the Applications login page as sysadmin.

    Note: It is possible to set up a user other than sysadmin to be the approver. For more information, refer to the Oracle Applications CRM System Administrator's Guide. Depending on setup, you may be asked to pick a responsibility before you can proceed. Choose the CRM HTML Administrator responsibility.

  2. Navigate to Users > Registration > Pending Approvals.

  3. In the Request Summary window, select the appropriate underlined username.

  4. Fill in the mandatory information. Select Next.

  5. Select the Accounts button. Choose the company account(s) to associate with the user. Select Next.

  6. Enter any comments in the Comments area. Select Accept.

Verification

  1. At the Applications login page, log in as the Primary User just created.

  2. Verify that appropriate menus are displayed. The Primary User has access to the following main tabs on the UI:

    • Home

    • Account (subtabs: Orders, Invoices, Payments, Contracts, Returns, Products, Repair Orders)

    • Support (subtabs: Ask Me, Technical Library, Forum, View/Update Requests, Create Request)

  3. Under the Profile button, the Primary User has access to the following links:

    User Profile:

    • Personal Profile

    • Contact Points

    • Addresses

    • Display Preferences

    • Accounts

    • Support

    • My Enrollments

      Company Profile:

    • Information

    • Contact Points

    • Addresses

    • Administrators

  4. Select the Administration button at the top of the window. Verify that the Primary User can access the following administrator tabs:

    • User

    • Pending Approvals

Setting Up Employee User

This type of user is an employee of the merchant using Oracle iSupport. This user is set up through the Forms interface and approved by the Oracle iSupport Administrator or the Primary User for the Employee User's organization.

Steps to Set Up Employee User

Follow the steps below to set up this user.

Prerequisite:

Employees have been defined using Oracle Human Resources Management System or another HR application. For Oracle HRMS documentation, refer to the Oracle HRMS Enterprise and Workforce Management Guide.

Steps

  1. Log into Oracle Forms application as sysadmin. Select System Administrator responsibility.

  2. Navigate to Security > User > Define. The Users window appears.

  3. Enter a Username for the user. For example, you could use the first initial and last name of the employee.

  4. On the User window, associate the new username with an employee: Click in the Person field on the User window. Search for the employee by clicking on the LOV field {...}, entering a partial value and clicking Find. Select the employee by double-clicking the employee name.

  5. In the Password field, enter a password for the username. Use the Tab key to clear the Password field, and then re-enter the password to validate.

  6. If desired, limit the number of days this password will be valid by entering a value in days in either the Accesses or Days fields. The user will be prompted to change this password after x number of days/accesses, where x represents the value that you entered in the Days field or Accesses field. If you select None, the user will not be required to change the password.

  7. In the Responsibility tab, click in the Responsibility field. Select the LOV {...} that appears, and enter %iSupport% to query for Oracle iSupport responsibilities.

  8. Choose the iSupport Employee User responsibility.

  9. Under Effective Dates, enter an the effective date in the From field. If desired, enter an end-date for the user in the To field. Leave the To field blank to create the user with no end-date.

  10. Save and close the window.

Assign Role(s) and Default Responsibility

  1. Log in to the Applications login page as Oracle iSupport Administrator. Navigate to Administration > User.

  2. Search for the user. After you find the user, select the underlined hyperlink of the username. The Personal Profile page appears.

  3. Select Roles. Assign IBU_REG_USER and IBU_EMPLOYEE to the employee.

  4. Save your work.

  5. Return to the Personal Profile page. Select Responsibilities and assign iSupport Employee User as the default responsibility for this user. This responsibility has the key IBU_EMPLOYEE_USER_RESP.

  6. Save your work.

    Note: When setting up new users of the Install Base functionality, please add the role, CSI_END_USER, to them. This role contains the required permissions for Oracle Install Base general users.

Set Related Profile Options

Set the profile option Oracle iSupport: Internal Organization for Employee Created Service Requests. For more information, see the Profile Options appendix.

Verification

  1. At the Applications login page, log in as the user just created.

  2. Verify that appropriate menus are displayed. The Employee User has the following main tabs on the UI:

    • Home

    • Support (subtabs: Ask Me, Top Solutions, Technical Library, Forum, Service Requests)

  3. Under the Profile button, the Employee User has access to the following links:

    User Profile:

    • Personal Profile

    • Contact Points

    • Addresses

    • Support

Setting Up Business (B2B) User

B2B (business users) are generally customers who have accounts on the merchant and are not associated with the merchant's company. These users select the Register Here link on the Applications login page to register.

Steps to Set Up B2B User

Follow the steps below to set up this user.

Registration

  1. Select the Register Here link on the Applications login. Or, have the user self-register using the Register Here link.

  2. Select Business User from the list of User Types. Select Next.

  3. Enter the company ID in the textbox and Submit. The company ID is a unique number assigned during company registration.

  4. Enter required information on the User Registration window. Make a note of the username and password. Select Next. The Available Enrollments window appears.

  5. In the Enrollments window, select Self-Service Support Over the Web and select Next. A confirmation message appears. Select Next.

    Note: When setting up new users of the Oracle Install Base functionality, add the role CSI_END_USER to them. This role contains the required permissions for Oracle Install Base general users.

Approval

  1. Log in to the Applications login page as sysadmin. Navigate to Users > Registration > Pending Approvals.

  2. In the Request Summary window, select the appropriate underlined username.

  3. Fill in the mandatory information. Select Next.

  4. Select the Accounts button. Choose the company account(s) to associate with the user. Select Next.

  5. Enter any comments in the Comments area. Select Accept.

Verification

  1. At the Applications login page, log in as the user just created.

  2. Verify that appropriate menus are displayed. The B2B User will have the following main tabs on the UI:

    • Home

    • Account (subtabs: Orders, Invoices, Payments, Contracts, Returns, Products, Repair Orders)

    • Support (subtabs: Ask Me, Top Solutions, Technical Library, Forum, Service Requests)

  3. Under the Profile button, the B2B User has access to the following links:

    User Profile:

    • Personal Profile

    • Contact Points

    • Addresses

    • Display Preferences

    • Accounts

    • Support

    • My Enrollments

      Company Profile:

    • Information

    • Contact Points

    • Addresses

    • Administrators

Setting Up Individual (B2C) User

The B2C (individual users) is typically an individual person with no relationship to the organization using Oracle iSupport. B2C users will normally be self-registering over the Internet, using the Register Here link on the Applications login page.

A B2C user's seeded approval process in the CRM User Management Framework is automatic. B2C users thus can access the application immediately after registering, unless you set up a separate approval process.

Steps to Set Up B2C User

Follow the steps below to set up this user.

Registration

  1. Select the Register Here link on the Applications login. In the list of available user types, select Individual User. Select Next.

  2. Enter required information on the User Registration window. Make a note of the username and password. Select Submit. The Available Enrollments window appears.

  3. Select Self-Service Support Over the Web and select Next. A confirmation message appears.

Verification

  1. At the Applications login page, log in as the user just created.

  2. Verify that appropriate menus are displayed. The B2C User has the following main tabs on the UI:

    • Home

    • Account (subtabs: Orders, Invoices, Payments, Contracts, Returns, Products, Repair Orders)

    • Support (subtabs: Ask Me, Top Solutions, Technical Library, Forum, Service Requests)

  3. Under the Profile button, the Employee User has access to the following links:

    User Profile:

    • Personal Profile

    • Contact Points

    • Addresses

    • Display Preferences

    • Accounts

    • Support

    • My Enrollments

Setting Up Knowledge Management Administrator-User

This is an administrator-user who performs Oracle Knowledge Management setup and management. This user is required only if a merchant uses the Knowledge Management functionality. Often the Oracle iSupport Administrator is set up to perform this function. For more information, see the Oracle Knowledge Management Implementation and Administration Guide.

Setting Up Survey Administrator-User

This is a user who performs Surveys setup and management. This User Type is not seeded in the JTT user management framework. This user is required only if a merchant uses Surveys. For more information, see the Setting Up iSupport Surveys topic of this chapter.

Setting Up Guest User

A guest user is one who comes to the Oracle iSupport site and does not log in explicitly. Use this procedure to set up a guest user.

Steps

  1. Create the fnd user.

  2. Create any parties and accounts that must be linked to this user.

  3. Set the appropriate value in the profile option Oracle iSupport: Guest User Responsibility Name, whose default value is iSupport Guest Responsibility.

  4. Set the appropriate value in the profile option Oracle iSupport: Authenticated Guest User Responsibility Name.

  5. Set the appropriate value in the profile option Oracle iSupport: Option to Display Quick Find to a Guest User, whose default value is N. If you decide to display the Quick Find menu to guest users, then also set up the appropriate search categories that can be displayed to guest users.

  6. Set the appropriate value for the guest user in the profile option JTF_DEFAULT_RESPONSIBILITY.

  7. Add the responsibilities IBU_GUEST_USER_RESP and IBU_AUTH_GUEST_USER_RESP to the guest user.

  8. Assign the proper role to the guest user. The role IBU_GUEST_USER is shipped out of the box. Note that any permission assigned to the guest user role is granted to all other users.

  9. Set the guest user name and password with the Oracle Application Object Library profile option GUEST_USER_PWD in the format <user_name>/<password>.

  10. Set up the guest user group. The required SQL is the following:

    select party_id from hz_parties where party_id in ( Select customer_id from fnd_user where user_name in (select upper(b.attribute_value) from jtf_perz_data a, jtf_perz_data_attrib b where a.perz_data_type ='JTF' and a.perz_data_name = 'guest_username' and a.perz_data_id = b.perz_data_id))
    
    
  11. Run the concurrent program IBU_PRODUCT_UUGCP to populate the user group users.

  12. If you want to hide certain categories from the Quick Find drop down, then set up the categories in the JTT system administrator console.

  13. Hide the Logout button by creating the property in the JTT system console under iSupport. By default this is set up for IBU_GUEST_USER_RESP. If you up a different responsibility for the guest user, then set this up manually:

    ui.nav.logout.disabled.resp.<resp key> = true;
    
    
  14. If you want to use the home page, ibuhpage.jsp, as the login page for normal registered users, then modify the JTT property to set the .logout.page property to point to this JSP, and set this URL to be used to access Oracle iSupport. Otherwise, inform guest users of a special URL to use for guest user access.

  15. Do not expose any functionality to guest users that have not been guest enabled.

  16. If you do not want to expose all guest-enabled pages to guest users, then explicitly remove the corresponding permissions from the guest user role.

  17. Optionally customize the message IBU_G_LOG_NOTE. This message is displayed to guest users, if the guest user feature is enabled, on the right hand side of Oracle iSupport pages. If you do not want to display the message, then set this message to "null."

    Note: Oracle iSupport uses same guest user that Oracle iStore uses. If Oracle iStore is being used, then you do not need to create a guest user, but you still need to do the other setups.

Setting Up Multi-Party Access

To set up multi-party access you must do the following:

Setup Profile option

Set the value of the profile option, Oracle iSupport: Enable Multi Party Access, to Yes at Site level.

Setup Responsibility

Set up menus for iSupport Administrator, Primary User, and business user to enable multi-party access pages. Out of the box menus are not setup for any responsibility to access UIs for multi-party. New functions and menus have been seeded for multi-party access feature.

To make the Party Access Menu visible to the Administrator as well as the Primary User, you need to navigate to System Administrator > Responsibilities. Once the Oracle Forms are opened:

For Administrator:

  1. Query for iSupport Administrator - JTF Administration responsibility.

  2. From the Menu Exclusions tab remove the function IBU_PARTY_ACCESS_FN and select Save.

For Primary User:

  1. Query for iSupport Primary User responsibility.

  2. From the Menu Exclusions tab remove the function IBU_PARTY_ACCESS_FN and IBU_SWITCH_PARTY_FN and select Save.

For Business User:

  1. Query for iSupport Business User responsibility.

  2. From the Menu Exclusions tab remove the function IBU_SWITCH_PARTY_FN and select Save.

Assign Permissions

Assign the following permissions to the iSupport Administrator, Primary User and business user roles.

For iSupport Administrator:

  1. Select IBU_SYSTEM_ADMIN role and assign the following permissions to it:

    • IBU_PARTY_USERS

    • IBU_SEARCH_PARTY

    • IBU_PARTY_ACCESS

    • IBU_ASSOCIATE_PARTY

    • IBU_PARTY_ACCOUNT_ACCESS

    • IBU_PARTY_ACCOUNTS_VIEW

    • IBU_PARTY_ACCESS_VIEW

    • IBU_PARTY_REMOVE_VIEW

    • IBU_DEFAULT_PARTY_VIEW

  2. Ensure that the role IBU_SYSTEM_ADMIN is assigned to the iSupport Administrator.

For iSupport Primary User:

  1. Select IBU_PRIMARY_USER role and assign the following permissions to it:

    • IBU_PARTY_USERS

    • IBU_SEARCH_PARTY

    • IBU_PARTY_ACCESS

    • IBU_ASSOCIATE_PARTY

    • IBU_PARTY_ACCOUNT_ACCESS

  2. The permissions listed below may or may not be assigned to the Primary User. These permissions are for viewing the Accounts, Party Access, Remove Party, and Default Party columns respectively in the Party Access page.

    For example, if IBU_PARTY_ACCOUNTS_VIEW permission is not given to the Primary User then he will not be able to view the accounts column.

    • IBU_PARTY_ACCOUNTS_VIEW

    • IBU_PARTY_ACCESS_VIEW

    • IBU_PARTY_REMOVE_VIEW

    • IBU_DEFAULT_PARTY_VIEW

  3. Ensure that the role IBU_PRIMARY_USER is assigned to the iSupport Primary User.

For iSupport Business User:

Grant Multi-Party Access

Follow the steps below to grant multi-party access to the business user.

Steps

  1. Log in to the Applications login page as Oracle iSupport Administrator or Primary User.

  2. Navigate to iSupport Administrator - JTF Administration > Administration.

  3. Select the Party Access tab. The Party Access for Business Users page appears. Here you can add, remove, enable, or disable parties to the access list of a business user.

  4. Find the user for whom you wish to provide party access and click Go.

  5. Click the Party Access icon and the Party Access page appears.

  6. The Party Access page displays the list of parties that the user has access to.

  7. Click the Associate Party icon, and the Associate Party page appears with a list of parties.

  8. Select one or more parties that you wish to add to the user, and click Save.

Grant Account Access

Follow the steps below to grant account access to the business user.

Steps

  1. Log in to the Applications login page as Oracle iSupport Administrator or Primary User.

  2. Navigate to iSupport Administrator - JTF Administration > Administration.

  3. Select the Party Access tab. The Party Access for Business Users page appears.

  4. Find the user for whom you wish to provide party account access and click Go.

  5. Click the Party Access icon and the Party Access page appears.

  6. The Party Access page displays the list of parties that the user has access to.

  7. Click the Account icon to assign account access to the user for the selected party.

  8. Select one or more accounts and click Save.

Switch Party

A business user must use this procedure to switch parties.

Steps

  1. Log in to the Applications login page as an iSupport B2B user.

  2. The Home page for the active party appears.

  3. Click the Switch Party link. The Party Context page appears with the list of parties that you have access to.

  4. Select a party and click Set Party Context. The party that you select becomes the active party.

Search Parties

Multi-party search enables a Business User to search service requests across all parties that the user has access to. To search across multiple parties, you must enable the IBU_CF_SR_PARTY attribute for the following AK regions:

The above AK regions are used in the Create Service Request View and Search Service Request pages.

Steps

Follow the steps below to search service requests across multiple parties:

  1. Log in to the Applications login page as an iSupport B2B user.

  2. The Home page for the active party appears.

  3. To display the service requests on the Support tab, click the Service Requests secondary tab.

  4. Click the Personalize button.

  5. Open a Service Request View or click the Create View button. You can create service request views to define search criteria.

  6. The Update/Create Service Requests View page appears. In the Display Options section, the search criterion contains a Party field.

Note: The system switches the party if a service request belongs to a party that is not an active party. For example, X is the active party and the service request you are searching for belongs to party Y. When you open a service request belonging to party Y, the system switches active party from X to Y before displaying the service request details.

Setting Up Sites

The optional site management framework enables multiple support sites for guest (anonymous) and customer users and provides the following features:

For implementation with sites, Oracle iSupport uses the common site framework of Oracle iStore. This framework comprises the following elements:

For site setup instructions, refer to the Oracle iStore Implementation and Administration Guide, which contains scenarios that are specific to Oracle iSupport.

Setting Up Oracle iSupport Homepage

The Homepage is a work page and the application landing page for the user. Here, users can store service request and knowledge base links, as well as receive system alerts and other data that the merchant chooses to display. Options for Homepage setup include:

The sections that follow discuss Homepage options.

Designing the Mandatory Content of the Home Page

You can set information on the home page as mandatory. Mandatory content has the following characteristics:

Follow the steps below to change content to mandatory and choose its layout.

Steps

  1. Log in to the Applications login page as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage. The Manage Home Page Content Page appears.

  3. Select the Mandatory Layout tab. The Mandatory Layout by Responsibility page appears.

    Here you can define a mandatory layout for the home page for different responsibilities like iSupport Individual User, iSupport Employee User, and iSupport Guest User.

  4. In the Select Responsibility LOV, select a responsibility and click Select. The page updates itself with the current layout information for that responsibility.

  5. In the Mandatory Layout for Selected Responsibility region, use the arrows to move selected bins to design the desired layout for the home page for the selected responsibility.

  6. Select Save. A confirmation message appears at the top of the page.

Designing the Default Content of the Home Page

Although the application provides default page layouts for all responsibilities, you can personalize these defaults. Users can further personalize them.

Follow the steps below to change the default content and choose its layout.

Steps

  1. Log in to the Applications login page as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage. The Manage Home Page Content Page appears.

  3. Select the Default Layout tab. The Default Layout by Responsibility page appears.

    Here you can define a default layout for the home page for different responsibilities like iSupport Individual User, iSupport Employee User, and iSupport Guest User.

  4. In the Select Responsibility LOV, select a responsibility and click Select. The page updates itself with the current layout information for that responsibility.

  5. In the Default Layout for Selected Responsibility region, use the arrows to move selected bins to design the desired layout for the home page for the selected responsibility.

  6. Select Save. A confirmation message appears at the top of the page.

Editing Content Properties

Follow these steps to edit the properties of a content bin.

Steps

  1. Log in to the Applications Login page as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage > Content. The Manage Home Page Content page appears.

  3. To edit a particular bin, select its link under Content Display Name. The Edit Content page appears.

  4. In the Content Properties region, use the fields and LOVs to define the general characteristics of the bin and the default number of rows displayed. You can define the content to be shown on the home page by associating a java, PL/SQL or HTML source to the content.

  5. In the Content Access Control region, select the responsibilities with which you want to associate this content.

  6. Click Associate Responsibility to add additional responsibilities to the list as needed.

  7. Select Update to save your changes.

Adding Content to the Home Page

Follow these steps to edit the properties of a content bin.

Steps

  1. Log in to the Applications Login page as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage > Content. The Manage Home Page Content page appears.

  3. To add a new bin, click Define Content. The Define Content page appears.

  4. In the Content Properties region, use the fields and LOVs to define the general characteristics of the bin and the default number of rows displayed. You can define the content to be shown on the home page by associating a Java, PL/SQL or HTML source to the content.

    See the section "Seeded Classes for Seeded Bins" in the Seeded Data chapter for a table of the available Java source files for seeded bins. Use these class files to create new bins if these bins are removed from the default setup. Enter the java class name in the Content Source Name field in the Content Properties region.

  5. In the Content Access Control region, select the responsibilities with which you want to associate this content.

  6. Click Associate Responsibility to add additional responsibilities to the list as needed.

  7. Select Save to save your changes.

Adding Oracle Marketing Encyclopedia System Content

Oracle Marketing Encyclopedia System (MES) supplies some data for the home page, for example, the Alerts and Company News bins. You can also publish other types of information in MES and select it as home page content in Oracle iSupport.

Prerequisites

For details on implementing Oracle Marketing Encyclopedia System, see chapter 9.

Steps

  1. Log in to Oracle Applications as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage > Content.

    The Manage Home Page Content page appears and shows the content including content from MES.

  3. Click Add Content from MES. The Add Content from MES page appears.

  4. Select the check box for any content that you wish to add.

  5. Adjust the default rows as desired.

  6. Click Add Content.

    The Manage Home Page Content page appears and shows your added content and a confirmation message.

Deleting Content from the Home Page

Deleting content from the Content Administration page removes content from current home pages. Use this procedure to delete a content bin.

Steps

  1. Log in to Oracle Applications as the Oracle iSupport Administrator.

  2. Navigate to Administration > Homepage > Content.

    The Manage Home Page Content page appears and shows the content.

  3. Select the check box for the content that you want to delete.

  4. Click Delete. The page reappears with the selected content deleted.

Enabling Homepage Subscription E-Mails

The Subscription E-Mails feature of Oracle iSupport allows users to receive Homepage content in an e-mail window. This can be useful if a user is unable to access the Homepage for a period of time.

Prerequisites

Setting Up the Message Body in Oracle Workflow

Using Oracle Workflow, open the workflow item type iSupport Home Page Subscription and modify the message body that lies under the message node Subscription Message. For further instructions, refer to the Oracle Workflow User's Guide.

Running Concurrent Programs

In Oracle (Forms) Applications, run the Notification Mailer and IBU_PRODUCT_EMGEN concurrent programs. See Oracle Applications Concepts for more information on running concurrent programs. For more information on Oracle Workflow, see the chapter in this guide, Integrating Oracle iSupport with Oracle Workflow. In addition, refer to the Oracle Workflow User's Guide.

Setting Up Service Request

See the chapter Integrating Oracle iSupport with Service Request.

Setting Up Oracle Knowledge Management

Oracle Knowledge Management is a comprehensive information management system that allows you to manage internal and external information using Oracle intelligent knowledge capture, storage, and distribution tools. It is a problem and solution management system and database. The solutions are separated by different criteria so that each solution has a specific meaning that relates directly to the issues being searched.

Oracle Knowledge Management allows easy solution capture and rapid access to new solutions. It is also designed to provide focused results and to reduce the cost of providing service while increasing customer satisfaction, thus helping companies compete in the marketplace.

For users of Oracle iSupport, Oracle Knowledge Management is important to browse, search, and write technical content. Some of the implementation tasks are the setup of the following:

You are required to log into Oracle Knowledge Management to set up solutions. For details on setting up Oracle Knowledge Management, see the Oracle Knowledge Management Implementation and Administration Guide.

Setting Up Oracle iSupport Forums

The sections below details steps for setting up Oracle iSupport interactive forums.

Creating Categories

Categories help to organize forums into topic areas. Oracle iSupport allows you to set up as many categories as you wish. The steps below describe how to create a category.

Steps

  1. At the Applications Login, log in as the Oracle iSupport Administrator.

  2. Navigate to Administration > Forum > Category > Create. The Create New Category window appears.

  3. You can choose to have the category exist at the topmost (root) level, or you can structure the category to be a sub-category of another category.

    Of course, the very first category that you create will be at the Category Root level. Thus, for the first one, leave the Choose a parent category field set to Category Root.

    Guidelines for creating additional categories:

    • Leave the drop-down menu set to Root to create a category at the top-most level.

    • Select the parent category to create a sub-category within a category.

  4. Enter a name for the Category in the Enter the name of the new category field.

  5. Select an Access Type. Access type determines who can view the category on the UI. Access options are:

    Open - All users can view/access.

    Restrict - Only members of a usergroup can view/access. For more information, see Restricting Access to Categories or Forums.

    Close - This option closes the category or forum to all users except the Oracle iSupport administrator. It can be utilized as a temporary state for a category or forum while the administrator is performing maintenance or setup tasks relating to the category or forum. It can also be used to permanently disable a category or forum.

  6. Select Create. Respond to the confirmation message.

Creating Forums

Forums are focussed topic areas within broader categories. There is no limit to the number of forums you can create within any given category or sub-category. Follow the steps below to create a forum.

Steps

  1. At the Applications Login, log in as the Oracle iSupport Administrator.

  2. Navigate to Administration > Forum > Forum > Create. The Create New Forum window appears.

  3. From the drop-down list, select the category within which you wish the forum to reside.

  4. Enter a name for the forum in the Enter forum name field.

  5. Select an Access Type:

    Open - All users can view/access.

    Restrict - Only members of a usergroup can view/access. For more information, see Restricting Access to Categories or Forums.

    Close - This option closes the category or forum to all users except the Oracle iSupport administrator. It can be utilized as a temporary state for a category or forum while the administrator is performing maintenance or setup tasks relating to the category or forum. It can also be used to permanently disable a category or forum.

  6. Select Create. Respond to the confirmation message.

Restricting Access to Categories or Forums

In Oracle iSupport, the administrator has the ability to create categories and forums that only members of a usergroup can view and access.

Note: Note: Restricted categories and forums do not appear to users who are not members of the usergroup associated with the restricted category/forum. You should inform users of the existence and nature of restricted areas so that they can request inclusion in them, if appropriate.

Set Restricted Access on Category or Forum

Use the procedures below to set the Access Type of Restricted on a category or forum.

Prerequisite

A category or forum has been created.

Steps

  1. Log in to the Applications Login window as the Oracle iSupport Administrator.

  2. Navigate to the Forum tab.

  3. To change the access type of a category, navigate to Category > Modify Status. To change the access type of a forum, navigate to Forum > Modify Status. The Modify Access Status page appears for either forums or categories.

  4. In the Modify Access Status page, select the category or forum you wish to restrict.

  5. In the Choose access type area, select the Restricted radio button.

  6. Select Next or Modify, depending upon which button appears. Respond to the confirmation message.

Create Usergroup

Follow the steps below to set up a usergroup to associate with the restricted category or forum. Only the usernames that are associated with the usergroup will be able to view the category or forum.

Steps

  1. Log in to the Applications Login window as the Oracle iSupport Administrator.

  2. Navigate to Administration > Support > Usergroup > Create.

  3. Enter a unique name for the usergroup in the Name field.

  4. Select a effective date for the usergroup using the Start Date calendar icon.

  5. Select an ending date for the usergroup using the End Date calendar icon.

    You can also end date a usergroup to disable it.

  6. Enter a brief description for the usergroup in the Description text field.

  7. In the SQL statement field, enter an appropriate SQL statement.

    Sample SQL Usergroup Select Statement

    select EMPLOYEE_ID from FND_USER where EMPLOYEE_ID > 0

    This select statement retrieves all employee IDs greater than zero (i.e., all employees) from the fnd_user table.

    Note: Usergroup select statements support PARTY_ID and EMPLOYEE_ID, but not USER_ID.

  8. Select Save.

Running Usergroup Creation Program

To populate necessary tables in the database, run the concurrent program Usergroup Creation Program (short name is IBUUG). This concurrent program must be run each time you update or add users to a usergroup.

Associate Usergroup to Restricted Category/Forum

Follow the steps below to associate a usergroup with a restricted category or forum.

Prerequisites

Steps

  1. At the Applications Login, log in as the Oracle iSupport Administrator.

  2. Navigate to Administration > Forum > Usergroup > Associate.

  3. Choose a category or forum from the drop-down list.

  4. Select a Usergroup to associate with the Forum.

  5. Select Associate.

  6. A confirmation window appears.

Creating Forum Moderators

A Forum Moderator is a user designated to handle specific administrative tasks for message threads (groups of related messages).

Forum moderators can:

Forum moderators cannot:

Steps for creating forum moderators are below.

Steps

  1. Log in to the Applications Login window as the Oracle iSupport Administrator.

  2. Navigate to Administration > Forum > Forum > Modify Attributes.

  3. From the drop-down list, select a Forum where you wish to add a Moderator.

  4. Select Next. The Modify Forum Attributes window appears.

  5. Select the Add button under Moderator List area. The Add Moderator window appears.

  6. Enter the name of the user who will be the Forum moderator.

    If necessary, search for the user:

    1. Enter partial search criteria, using % as a wildcard

    2. Select the radio button next to the appropriate username

  7. After you have entered the appropriate name in the textbox, select Add. A confirmation message appears.

Deleting Forum Moderators

Use the steps below to remove a moderator from a forum.

Prerequisite

A forum moderator has been created.

Steps

  1. Log in to the Applications Login page as the Oracle iSupport Administrator.

  2. Navigate to Administration > Forum > Forum > Modify Attributes. The Modify Forum Attributes page appears.

  3. From the drop-down list, select the forum from which to remove a moderator.

  4. Select Next. The Modify Forum Attribute page appears.

  5. Select a moderator to remove.

  6. Under Moderator List, select Delete.

Setting Up Marketing Encyclopedia System

Oracle Marketing Encyclopedia System (MES) is required for technical library functionality in Oracle iSupport. It also supplies the Alerts bin content. Refer to chapter 9 for setup details.

Setting Up Account Inquiries

See the chapter in this guide Integrating Oracle iSupport with Products and Returns.

Set up and/or confirm the setup of Oracle Contracts Core, Oracle Service Contracts, and Oracle Sales Contracts. There are no contracts setups specific to Oracle iSupport. See the Oracle Contracts Implementation and Administration Guide for setup information.

Setting Up Oracle iSupport Surveys

The Surveys functionality of Oracle iSupport allows you to survey usergroups on topics of your choice. Surveys require you to set up Oracle Scripting. Follow the steps below to implement Surveys.

Setting Up Oracle Scripting

Oracle Scripting presents scripted messages which guide interaction center agents through their interactions with customers. With a release of Scripting, Oracle introduced the survey component of Oracle Scripting, called iSurvey. Through the Scripting Survey component, enterprises can create, manage, and report on surveys to evaluate customer satisfaction, gain customer input on new initiatives, and gain other feedback from survey respondents. Oracle Scripting is one application module of Oracle's Interaction Center Suite of Applications.

Oracle Scripting consists of the following components:

Set up Oracle Scripting according to the Oracle Scripting Implementation Guide.

Create Surveys in Oracle Scripting

Oracle iSupport uses only the non-list-based types of surveys.

Create scripts in Oracle Scripting according to the steps and guidelines documented in the Oracle Scripting Implementation Guide.

Assign Survey Administrator Responsibility to an Oracle iSupport User

Assign the responsibility, Survey Administrator, to either an existing Oracle iSupport user (such as the Oracle iSupport Administrator), or to a special user created just for this purpose. See the Implementation Tasks chapter of this guide, Setting up iSupport Users section, for details on how to set up users.

Steps

  1. Log into Oracle iSupport as the Oracle iSupport Administrator.

  2. Select Administration > User. Search for the user who will be the Survey Administrator, whether this is you as the Oracle iSupport Administrator or another user. Select the underlined hyperlink of the username.

  3. In the Personal Profile Screen, select Responsibilities.

  4. In the Responsibilities window, select the underlined hyperlink of the word, Select. A list of responsibilities appears. If necessary, search for the Survey Administrator responsibility. After you find it, select the Survey Administrator responsibility.

    Note: Do not set the Survey Administrator responsibility as the default unless you wish to force the user to log into iSurvey the next time the user logs in to the HTML Applications Login.

  5. Save your work.

Set Up Oracle iSupport Survey in iSurvey

Surveys have three parts:

All of these parts you create as JSPs in the steps outlined in this section.

Follow the steps below to set up Surveys in the Oracle iSurvey module.

Steps

  1. Log in to the Applications Login page as the user with Survey Administrator responsibility.

    If you are already in Oracle iSupport, you can change current responsibility: Navigate to Profile > Preferences and select the Survey Administrator responsibility from the Current Responsibility LOV on the General Preferences page. Select Update.

  2. Navigate to Survey Campaign > Survey Resources. In the Resources window, select Create.

  3. In the Create Resource window, create a Header page, a Final page, and an Error page according to the steps and guidelines documented in the Oracle Scripting User Guide, with the following exception:

    • Be sure to enter ibupfbgl.jsp in the File Name field for the Final page file. This is the Oracle iSupport JSP which lists the surveys you set up.

  4. Navigate to Survey Campaign > Survey Campaign. Select Create.

  5. In the Create Survey window, select the appropriate script using the Go button and the % as a wildcard.

  6. Continue creating the survey by following the steps and guidelines documented in the Oracle Scripting User Guide, with the following exception:

    • For the Final page field, using the Go button, select the resource, Oracle iSupport JSP (ibupfbgl.jsp), created in step 3 above.

  7. Select Create to save the survey.

  8. Navigate to Survey Campaign > Cycle and set up a cycle to associate with the survey by following the steps and guidelines documented in the Oracle Scripting User Guide.

  9. Navigate to Survey Campaign > Deployment and create a deployment for the survey by following the steps and guidelines documented in the Oracle Scripting User Guide.

  10. Deploy the survey by clicking on the Deploy button. Oracle iSupport will only display surveys which have the status of Active and whose dates fall within current dates. See the Oracle Scripting User Guide for additional information.

Make Survey Available in Oracle iSupport

After you have created the survey in iSurvey, you need to select it in Oracle iSupport and then associate a usergroup(s) to the survey. Follow the steps below to activate the survey in Oracle iSupport. This section contains three parts:

Set Up Usergroup

Follow the steps below to set up a usergroup to associate with any surveys that you have created in iSurvey. Only the usernames that are associated with the usergroup(s) selected will be able to view the surveys that you have created.

Steps

  1. Log in to the Applications Login window as the Oracle iSupport Administrator.

  2. Navigate to Administration > Support > Usergroup > Create.

  3. Enter a unique name for the usergroup in the Name field.

  4. Select a effective date for the usergroup using the Start Date calendar icon.

  5. Select an ending date for the usergroup using the End Date calendar icon.

    You can also end date a usergroup to disable it.

  6. Enter a brief description for the usergroup in the Description text field.

  7. In the SQL statement field, enter an appropriate SQL statement.

    Sample SQL Usergroup Select Statement

    select EMPLOYEE_ID from FND_USER where EMPLOYEE_ID > 0

    This select statement retrieves all employee IDs greater than zero (i.e., all employees) from the fnd_user table.

    Note: Usergroup select statements support PARTY_ID and EMPLOYEE_ID, but not USER_ID.

  8. Select Save.

Run Usergroup Creation Concurrent Program

To populate necessary tables in the database, run the concurrent program Usergroup Creation Program (short name is IBUUG). This concurrent program must be run each time you update or add users to a usergroup.

Select Survey and Usergroup to Associate to Survey

Use the following steps to associate the usergroup(s) with surveys that you have created in iSurvey. Only members of the usergroup(s) will be able to view and respond to surveys.

  1. Log into Oracle iSupport as the Oracle iSupport Administrator.

  2. Navigate to Administration > Support > Survey. Select Add New Survey. The Survey Detail window appears with a drop-list of active surveys.

  3. Select the desired survey from the drop-list, and then select a usergroup(s) to associate with the survey, by clicking on one or more of the check boxes.

  4. Select Create to save the changes.

  5. To take the created survey(s), log into Oracle iSupport as a member of a usergroup associated with a survey, and navigate to Support > Survey.

View Survey Results

Oracle iSurvey allows you to view the results of your surveys. The following steps can assist you in retrieving survey results. For complete information, refer to the Oracle Scripting Implementation Guide and the Oracle Scripting User Guide.

Steps

  1. Log in to iSurvey as a user with Survey Administrator responsibility.

    From Oracle iSupport, to switch current responsibility, select the Profile > Preferences menu to switch current responsibility to the Survey Administrator responsibility. You must select the Update button to save changes.

  2. In iSurvey, navigate to Response > Survey. Follow the steps and guidelines documented in the Oracle Scripting User Guide to view and manage your survey results.

Enabling Employees to File Service Requests for Assets

Employees can request service on assigned assets, such as laptop computers, or shared internal assets, such as network printers. Thereby an enterprise can provide a complete set of service management capabilities for assets across channels.

Oracle Enterprise Asset Management maintains information about enterprise assets. An enterprise can use the checkin and checkout capabilities of Oracle Enterprise Asset Management to assign assets to employees. Oracle Installed Base replicates this asset information and makes it available in a common definition with customer products.

Perform the following steps in iSupport to integrate with Enterprise Asset Management.

Prerequisites

Steps

  1. Set up the profile option Service: Default Maintenance Organization.

    The default maintenance organization is a constraint on the list of assets that an employee user can view. An item that is associated with an asset should belong to this maintenance organization.

  2. In Oracle TeleService, set up service request types and map them to the responsibility assigned to employee users.

    In the setup page for service request type, make sure to select both the Asset Maintenance check box and the Web Entry check box for the service request type being used for reporting a service request against assets.

  3. Using AK regions, configure the service request user interface for the Create Service Request page in Oracle iSupport to enable the asset-related fields.

    The related outermost regions are as follows:

    • IBU_CF_SR_ASSIGNED_ASSETS

    • IBU_CF_SR_ALL_ASSETS

    For instructions on configuring AK regions, refer to Appendix E and Configuring Oracle iSupport Service Request Pages.

    The assets that have been checked out for an employee now appear in the Assigned Asset LOV.

Setting Up Integration with iMarketing

Oracle iSupport supports both Oracle iMarketing Classic and Lite versions out of the box. After you have completed the Web campaign setup, perform following setup in iSupport:

  1. Enable the profile Oracle iSupport: Page Level Configuration Option.

  2. Update the Web HTML call of the corresponding function with:

    • amsWebPlacement.jsp if you are using the iMarketing classic version.

    • amsLitePlacement.jsp if you are using the iMarketing Lite version.

    For a list of page configuration FND functions that map to individual sections on each page, refer to the section "Functions and Variables for Page-Level Configurability" in this guide.

  3. Associate the menu IBU_DEFAULT_CONFIG_MENU with the root menu of the responsibility that displays the Web advertisement.

Setting Up Oracle iSupport Web Call-Back

The Web Call-Back (Call Me) feature allows users to submit a call-back request via the Oracle iSupport UI. The web call-back requires implementation of:

The purchase of call center hardware also is required.

This section provides an overview of the call-back functionality in Oracle iSupport. For more information, refer to the CRM Interaction Center documentation.

Outside of Oracle iSupport, the call routing process is essentially this: After the call-back entry is made by the user, Oracle iSupport sends the request to the CCT server group specified by the Oracle iSupport Administrator on the Oracle iSupport UI. The CCT applications and hardware route the request to the UWQ server. The UWQ server decodes the customer information (the Notes module captures comments from user) and assigns it to the UWQ client, and the call request immediately pops up in an agent's window in Oracle Customer Care.

There are very few setups required in Oracle iSupport after the dependencies listed above are installed and functioning properly. Oracle iSupport simply calls one of the CCT APIs to provide the list of available call center server groups that appear the Oracle iSupport UI.

Refer to Oracle CRM Interaction Center documentation for information on setting up the underlying products which enable the Web Call-Back functionality in Oracle iSupport.

After the CCT and UWQ applications and call center hardware are installed and implemented, you can use the steps below to set up Call Me in Oracle iSupport.

Steps

  1. Log into Oracle iSupport as the Oracle iSupport Administrator.

  2. Navigate to Support > Call Me.

  3. In the Call Me Administration window, select a call center server group from the LOV.

  4. Select the default note type.

  5. Select Update to save the data.

Setting Up Customer Care

Set up and/or confirm the setup of Oracle Customer Care. Refer to Oracle TeleService Implementation and User Guide.

Setting Up Page-Level Look and Feel

An administrator can configure the look and feel of Oracle iSupport JavaServer Pages (JSPs) for different users without customizing these pages directly. This is accomplished by putting customized material in the top, left, right, and bottom sections of the original content pages that Oracle supplies. Oracle provides functions that you use to associate your own JSPs with each section of a given Oracle iSupport page. Then such a page dynamically includes your pages in a user's browser. Refer to the Seeded Data appendix for the table of pages that you can configure in this way together with their corresponding functions.

General Steps to Perform JSP Configuration

Here are the general steps to configure the high-level look and feel of a content page.

Steps

  1. Determine what you want to appear in the four regions around an Oracle iSupport content page. Regions can be intentionally left blank. If they are blank, then the content region expands into blank regions.

  2. Write the JSP that will provide the intended output. Probably write some simple HTML to test the configuration framework to see if the output is placed correctly. Pay attention to have matching end tags for all starting tags, especially for <table>, <tr>, and <td>. A mismatch of tags results a misplacing of the different regions in the standard user interface. Refer to the Appendix B table for variables that you can use in customizing a JSP.

  3. Determine in which page or pages to place the custom JSP. Each page in Oracle iSupport has four sections corresponding to four different function names.

  4. Map the functions for the content page to the corresponding customized JSPs that you created. Refer to the mapping section for details of this step.

  5. Map the menu IBU_DEFAULT_CONFIG_MENU to the menu corresponding to the responsibility to which you want to expose a custom JSP. Refer to the responsibility-mapping section for details on how do to this.

    The reason for this step is responsibility security. Responsibilities can show or not show a custom JSP by having a different configuration menu. For example, IBU_GUEST_CONFIG_MENU can contain several functions and can be attached to the menu corresponding to a guest user. A business use, for example, does not see a custom JSP that is tied only to a guest user.

  6. Make sure that the functions that correspond to the custom JSPs are not part of excluded menu items. In the responsibility window, ensure that none of the functions that correspond to a custom JSP are in the excluded item table.

  7. Copy your customized JSP into the $OA_HTML directory, which was established when the configuration files for your web server were set up. This is the location where the process looks to find customized JSPs.

  8. Turn on the following profile option to enable page level configurations: Oracle iSupport: Page Level Configuration Option.

  9. Restart your web server, navigate to the page that has a customized JSP, and check the result.

Mapping Customized JSPs to Customizing Functions

Use this procedure to map your customized JSPs to regions of a content page in order to alter the high-level look and feel of that page.

Steps

  1. Using the Forms mode and the Application Developer responsibility, navigate to Application > Function. The Form Functions window appears.

  2. Using Appendix B, determine the functions that correspond with the page sections that you want to customize.

  3. In the Description tabbed page, query these functions. The results populate the window, including the Web HTML tabbed page.

  4. In the Web HTML tabbed page, in the HTML Call column, enter the name of your customized JSP that corresponds with each listed function. Include ".jsp" in the name.

  5. Save your work.

Mapping Page-Level Configuration Functions to Responsibilities

For a custom JSP to adjust the high-level look and feel of a content page, the mapping function for the JSP must be in the menu corresponding to the responsibility to which you want to expose the custom JSP. You can add functions individually, but often a more efficient way is to map the menu IBU_DEFAULT_CONFIG_MENU or a variant of this menu. This is the case because IBU_DEFAULT_CONFIG_MENU is associated with full access and thus already contains all the configuration functions. As an example of mapping, the seeded responsibility iSupport Business User has the seeded menu IBU_BUS_USER_TOP_MENU. You must attach IBU_DEFAULT_CONFIG_MENU to IBU_BUS_USER_TOP_MENU for a custom JSP to appear. Use this procedure to map IBU_DEFAULT_CONFIG_MENU to the menu for a responsibility.

Steps

  1. Using the Application Developer responsibility, navigate to Application > Menu. The Menus window appears.

  2. Use the Menu or User Menu Name fields to query for the name of the menu that is associated with the responsibility to which you want to expose a custom JSP.

  3. Create a new sequence line with IBU_DEFAULT_CONFIG_MENU in the Submenu field. Doing so calls in the functions in this menu. Leave the Prompt field blank because normally you do not want a user to see the function list.

  4. Save your work.

Setting Up Custom Menus

Oracle iSupport is fully integrated with the Custom Menu (custom navigation) feature of the JTT tech stack. You can write a new menu renderer by implementing a JTT custom menu class and associating it with different Oracle iSupport responsibilities. Thus you can create a different menu look and feel for different users. For details and sample code, refer to Appendix C. For more comprehensive information and sample code, refer to JTT developer documentation.

Setting Up Real-Time Conferencing

The real-time conferencing provided by Oracle Collaboration Suite can be used to start instant Web conferences to provide real-time collaboration between Oracle TeleService support agents and customers. When an agent initiates a conference through a Contact Center window, a customer or user can join the conference from the Join Conference bin of the Oracle iSupport home page. If the user has more than one active conference, then the user is routed to a page that lists all the active conferences for the user, who can then choose one to join. Later, the user can access the attendee view of the Post Conference Details page from the log of the Oracle iSupport Service Request Update page.

For the real-time Web conferencing feature to be available to Oracle iSupport, the Oracle Web Conferencing feature of the Oracle Collaboration Suite and Oracle TeleService must be set up. Oracle Collaboration Suite has several guides, including the Oracle Real-Time Collaboration Administrator's Guide.

Additional iSupport setup for a user to see the Join Conference Bin is as follows:

  1. Assign the permission IBU_OWC_SUMMARY_VIEW to the user role to which the iSupport user belongs.

  2. Set up the responsibility mapping for the Join Conference Bin in the administration page for the iSupport home page.

  3. Assign the bin to the home page layout.