Collection Points in Oracle Service (Oracle Quality Help)


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Collection Points in Oracle Service

In this release of Oracle Manufacturing, quality data can be collected as you enter service requests. Service requests help you to record and track customer inquiries regarding difficulties either using the product, understanding the product or with the functioning of the product. Service requests can also be used to log requests for clarification of documentation, track the resolution of implementation issues, and monitor product upgrade information.

Service Requests, entered in the Service Requests window, are used to do all of the following:

Record customer information quickly

Define the customer's request for service

Define service request status, types, severity, and urgency

Verify service programs or warranties on line

Confirm customer information; name, number service coverage, product, system, or serial number

Provide an audit trail of service request changes

Assign problem and resolution codes to each service request

Define service request and product linkage

Display each service request in summary or detail format

Link service requests

Service Request Organizations

The default organization for Oracle Service is determined by which organization is specified for the OE: Item Validation Organization profile option. Oracle Service uses this organization when service requests are entered. Therefore when quality results are collected for a service request, Oracle Quality also uses this organization. Since this code represents an operational unit and is more encompassing than what a manufacturing organization covers, Oracle Quality will use the operation unit from Service in which to define collection plans and collection elements and to record quality results. However, if for some reason, Profile is not set, Oracle Quality retrieves this information from 'Manufacturing_Org_Id' from the table CS_SYSTEM_PARAMETERS. See: Oracle Order Entry/Shipping Profile Options and Setting Up Service Parameters.

Service Request Collection Plans

Services differs from Purchasing and WIP in the way it invokes the Quality interface. The parent transaction can be in one of two states namely single-row-block or multi-row-block:

In case of single-row, it is implicit that this is a new service request and therefore one can assume that there are no prior results associated with it.

Collection Plan Elements

You can add context elements to service request collection plans. You can also add user-defined collection elements to your service request collection plans. See: Reference Information Collection Elements and Collection Transactions and Context Element Relationships.

Actions

You can add quality actions to service request collection plans then define the rules that determine when these actions are to be invoked. See: Quality Actions

Although there are no actions that are specific to service requests at this time, you can add message actions, alert actions, and actions that determine a value base on a user-defined formula as required. See: Message Actions, Alert Actions, and User-Defined Actions.

Collection Transactions

You must associate the service request collection transaction to service request collection plans. You can optionally associate more than one type of collection transaction with a collection plan. See: Associating Transactions with Collection Plans.

You can make the entry of quality data mandatory for the service request collection transaction by setting its Mandatory option. If data entry is required, you cannot save the parent transaction, in this case the service request collection transaction, without entering quality data. See: Mandatory Data Collection.

You can also specify that data should be collected in the background. As you save the service request, the system searches for valid background collection plans. Valid collection plans are those that are associated with the Service Request collection transaction and are set to background data collection. See: Background Data Collection.

You can define one or more collection triggers for each collection transaction. Collection triggers allow you to specify the conditions under which quality data collection is invoked as transactions are entered.