Overview of Service Request and Action Workflows
When your customer calls to report a problem and you enter a service request for that customer, you can have Oracle Service use Oracle Workflow technology in the background to drive the call resolution process. Workflows route information of any type to people both inside and outside of your enterprise, according to business rules you can modify easily. Oracle Service provides two predefined workflows embedded in Oracle Applications:
- Service Request Action Workflow
These workflows consist of processes that you can view graphically in Oracle Workflow. Each process comprises activities that together represent the flow of information required to drive a service request to resolution. Using Oracle Workflow, you can create additional activities to enhance and customize your workflow process. You can add new attributes (properties that reference information about the service request) to the workflow to be used and maintained by your activities.
You can also use Oracle Workflow to create your own custom workflow processes for each service request or action type. You define relationships between types and workflow processes in the Service Request/Action Types setup window.
In addition to these two workflows, Oracle Service includes a process called Service Request Error Process designed specifically to process errors.
When an error occurs, Oracle Workflow sends a notification that displays details pertaining to an errored workflow process. In addition, you can use the Workflow Monitor to view the status of a workflow process, as well as to perform various administrative operations such as aborting the process or changing the value of a workflow attribute.
See Also
Service Request and Action Workflow Setup
Service Request Workflow
Service Request Action Workflow
Service Error Process
Creating Process Definitions in Oracle Workflow Builder
Overview of Notification Handling
Workflow Monitor
