This appendix covers the following topics:
The following examples show how to customize and configure Oracle iSupport Service Request pages.
Note: Oracle recommends that you do not customize regions that are provided out-of-the-box. Changes made to these regions can be overwritten by subsequent applications of patches. Make all customizations to regions that are cloned and created specifically to avoid loss or change of data. Additionally, always copy the regions that have been seeded out of the box rather than one of the regions you have created, even though they were copied from the seeded ones.
Consider, for example, that you want to customize the Create Service Request: Identify Problem page to display the field for Project Number (which, by default, is hidden) under the Problem Summary section for users of responsibility iSupport Business User.
Determine the top level region that is associated with this page.
To determine what top region is associated with a page that you are viewing, view the source of the page through your browser and search for Top Region Code. This code is the topmost AK region used to render the page. All the relevant UI attributes on that page are either under that region or in the nested region that it includes. In this case, the top level region is IBU_CF_SR_CR_IDENTIFY_PROBLEM.
Log into the AK application through Oracle Forms and bring up the Define Regions window.
Query up the region IBU_CF_SR_CR_IDENTIFY_PROBLEM and click the Copy... button.
Enter the Application Name Oracle iSupport and an identifier for the new region, not exceeding 30 characters, say cUST_SR_CR_IDENT_PROBLEM, and click OK.
All seeded regions begin with the prefix IBU_CF, and it is recommended that customized regions not use the same prefix.
Requery up the newly cloned region and overwrite the existing region name with a new identifier.
Click the Region Items button to bring up the attributes for this region.
Look for the attribute name IBU_CF_SR_PROJECT_NUMBER.
Note that the Node Display column for this attribute is cleared to indicate that this field is not currently displayed.
Select the check box under Node Display to display this column.
Save the change.
Note: To make a field mandatory, select the Required field for the corresponding attribute. To move the order of the fields within the region, modify the Sequence field for the attribute. To change the label for the attribute, modify the Long Label field for the attribute.
Bring up the iSupport administration page Page Region Mapping.
Enter the page and context level for which you want the region to be customized, and click Go.
For example, the page name can be Create Service Request: Identify Problem, and the context level can be Responsibility. You can also choose All for context to display all the different context levels that are currently configured for this page.
In the results table, if an entry exists for the context of Responsibility, then click the corresponding Edit icon. If the entry does not exists, then click Create Mapping.
If you are creating a new mapping, then choose and enter the appropriate values for the fields, mapping the newly cloned region to the proper page and context level, and click Create. If you are editing an existing mapping, then simply choose the newly cloned region and click Update.
Set the profile option iSupport: Region/Field Level Configuration Option to Custom.
Customizations do not take effect unless this profile value is set appropriately.
Clear the mid-tier cache so that the system picks up the new configuration.
The steps for customizing a nested region attribute are very similar to the steps in Example 1. Parts 2 and 3 are identical. Therefore, this example shows only the steps required for Part 1.
Consider, for example, that a customer wants to display the Preferred Language field in the Primary Region region in the Create Service Request: Identify Problem page for Oracle iSupport users with responsibility iSupport Business User.
The following are the steps required to make this change:
Determine the top-level region that is associated with this page. In this case, the top level region is IBU_CF_SR_CR_IDENTIFY_PROBLEM.
Log into the AK application through Forms and bring up the Define Regions window.
Query up the region IBU_CF_SR_CR_IDENTIFY_PROBLEM and click the Region Items button.
Identify the nested region name for the Primary Contact region identified by the attribute code IBU_CF_SR_PRIMARY_CONTACT_RG. In this case, it is IBU_CF_SR_CR_PRIMARY_CONTACT.
Query up this region in the Define Regions window, and click the Copy... button.
Enter the Application Name Oracle iSupport and an identifier for the new region, not exceeding 30 characters, say CUST_SR_CR_PRIM_CONTACT, and click OK.
Requery up the newly cloned region and overwrite the existing region name with a new identifier.
Click the Region Items button to bring up the attributes for this region.
Look for the attribute name IBU_CF_SR_PREFERRED_LANG. Note that the Node Display column for this attribute is unselected to indicate that this field is not currently displayed.
Select the check box under Node Display to display this column.
Save the change.
Requery up the region IBU_CF_SR_CR_IDENTIFY_PROBLEM, and clone this region following the steps to clone a region.
Bring up the region items for this region.
Find the attribute IBU_CF_SR_PRIMARY_CONTACT_RG for this region and modify the Nested Region Name field to the newly cloned region for the Primary Contact (that is, CUST_SR_CR_PRIM_CONTACT).
Save the changes.
Note the major difference between this example and Example 1 is that this one requires the cloning of two regions instead of one because the attribute that needs to be customized is in a nested region within the page. All other steps remain the same.