Oracle iSupport Implementation and Administration Guide

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Preface

Introduction to Oracle iSupport

Oracle iSupport Overview

Users

Oracle iSupport Homepage

Customer Communications

Dependencies and Integration Points

Overview of Dependencies

Mandatory Dependencies

Software Installation

Oracle Application Object Library

Oracle CRM Technology Foundation

Oracle Workflow

Oracle Trading Community Architecture

Oracle CRM Application Foundation

Conditional Dependencies

Oracle Web Conferencing

Oracle TeleService

Oracle Inventory and Oracle Install Base

Oracle Enterprise Asset Management

Oracle Bills of Materials

Oracle Receivables

Oracle General Ledger

Oracle Human Resource Management System

Oracle Order Management

Oracle Quoting and Order Capture APIs

Oracle Purchasing

Oracle iStore

Oracle Contracts Suite

Oracle Customer Care

Oracle Knowledge Management

Oracle Marketing Encyclopedia System

Web Call-Back Dependencies

Oracle iMarketing

Oracle Scripting

Implementation Tasks for Oracle iSupport

Overview of Implementation Tasks

Confirming General Oracle Applications Setups

Confirming Oracle Trading Community Architecture Setup

Confirming Oracle Receivables Setup

Defining Employees

Confirming Oracle Foundation Technology Stack Setup

Performing System Administration Setups

Confirm Menus/Functions Setup

Understanding Responsibilities and Roles

Set Up Profile Options

Set Up Properties

Setting Up Oracle Workflow

Setting Up CRM Foundation

Setting Up CRM User Management Framework

Setting Up Enrollments

Setting Up Registration Templates

Setting Up Approval Processes

Setting Up Oracle iSupport Users

Setting Up Oracle iSupport Administrator

Steps to Assign Additional Roles and Responsibilities

Setting Up Language Associations

Setting Up an Oracle iSupport Primary User

Setting Up Employee User

Setting Up Business (B2B) User

Setting Up Individual (B2C) User

Setting Up Knowledge Management Administrator-User

Setting Up Survey Administrator-User

Setting Up Guest User

Setting Up Multi-Party Access

Grant Multi-Party Access

Grant Account Access

Switch Party

Search Parties

Setting Up Sites

Setting Up Oracle iSupport Homepage

Designing the Mandatory Content of the Home Page

Designing the Default Content of the Home Page

Editing Content Properties

Adding Content to the Home Page

Adding Oracle Marketing Encyclopedia System Content

Deleting Content from the Home Page

Enabling Homepage Subscription E-Mails

Setting Up Service Request

Setting Up Oracle Knowledge Management

Setting Up Oracle iSupport Forums

Creating Categories

Creating Forums

Restricting Access to Categories or Forums

Creating Forum Moderators

Deleting Forum Moderators

Setting Up Marketing Encyclopedia System

Setting Up Account Inquiries

Setting Up Oracle iSupport Surveys

Setting Up Oracle Scripting

Create Surveys in Oracle Scripting

Assign Survey Administrator Responsibility to an Oracle iSupport User

Set Up Oracle iSupport Survey in iSurvey

Make Survey Available in Oracle iSupport

View Survey Results

Enabling Employees to File Service Requests for Assets

Setting Up Integration with iMarketing

Setting Up Oracle iSupport Web Call-Back

Setting Up Customer Care

Setting Up Page-Level Look and Feel

General Steps to Perform JSP Configuration

Mapping Customized JSPs to Customizing Functions

Mapping Page-Level Configuration Functions to Responsibilities

Setting Up Custom Menus

Setting Up Real-Time Conferencing

Integrating Oracle iSupport with Service Request

Overview of Service Request Functionality in Oracle iSupport

Overview of Dependencies

Overview of Setup Steps

Setting Up Oracle TeleService

Setting Up Oracle Notes

Set Note Types as Public to View in Oracle iSupport

Restrict Note Types Viewed in Oracle iSupport

Setting Up Service Requests in Oracle iSupport

Set Up iSupport Service Request Profile Options

Enabling Incident Addresses

Set Up Service Request Defaults

Set up Service Request Templates

Setting Up Display of Service Request Type Categories

Configuring Service Request Pages

The Service Request Creation Flow

Defining Regions

Contexts for Rendering Service Request Pages and the Creation Flow

Mapping Page Regions

Editing Mappings for Page Regions

Mapping Creation Flows

Editing Creation Flows

Setting Up Products

Using Knowledge Management in iSupport Service Request

Setting Up E-mail Submission of Service Request Details

Integrating Oracle iSupport with Products and Returns

Understanding Integration with Products and Returns

Setting Up Oracle Inventory

Setting Up Bills of Materials

Setting Up Oracle Install Base

Enabling Returns Functionality

Understanding Returns in Oracle Order Management

Understanding Returns in Oracle iSupport

Setting Up Oracle Quoting

Setting Up Oracle Order Management

Guidelines

Troubleshooting Returns in Oracle iSupport

Set Up Oracle Advanced Pricing

Set Up Oracle Shipping

Set Up Oracle Purchasing

Integrating Oracle iSupport with Oracle Workflow

Oracle Workflow Overview

Workflow Client

Workflow Server

Overview of Oracle Workflow Functionality in iSupport

Service Request

Returns

Homepage Subscription E-mails

Knowledge Management

User Approvals

Setting up Oracle Workflow

Party Access Notification

Integrating Oracle iSupport with the Oracle Applications Framework (OAF)

Overview of Integration with Oracle Applications Framework

Conventions for Interoperability with OAF-Based Applications

Setting Up an Oracle Shared Service Request Bin

Using Oracle iSupport

Overview

User Interface Basics

Performing Searches

Using Quick Find

Searching Account Information

Searching Oracle Install Base

Searching Forums

Searching and Browsing the Knowledge Base

Viewing Top Solutions from Oracle Knowledge Management

Choosing Home Page Content

Enabling Home Page E-mail Subscriptions

Using the Bookmarked Solutions Quick Links Bin

Using Service Requests

Using Accounts

Viewing Contracts

Viewing Returns

Viewing Repair Orders

Using Returns

Using Oracle Install Base

Viewing Oracle Install Base

Editing a Product in Oracle Install Base

Adding Products to Oracle Install Base

Using Saved Searches

Defining Saved Search Criteria

Viewing Categories

Posting New Messages to Forums

Subscribing to Forums

Setting Forums Signature

Changing User Profile Information

Changing/Resetting Password

Adding to or Changing Contact Points (Phone/Email/Fax)

Setting Display Preferences

Changing Default Customer Account

Administering Oracle iSupport

Maintaining Users

Creating Users

Deleting Users

Setting Effective Dates for Users

Searching for Users

Changing User Profile Information

Changing/Resetting Password

Adding/Changing Contact Points (Phone/E-mail/Fax)

Adding/Changing Address Information

Setting General Preferences

Changing Default Responsibility

Changing Default Customer Account

Setting User Homepage E-mail Subscription

Setting User Signature for Forums

Adding/Changing Company Information

Viewing Administrators Information

Mapping Technical Library Categories

Maintaining the Home Page

Maintaining Service Request Templates

Creating New Templates

Defining Template Parameters

Defining Template Questions and Answers

Setting Severity Thresholds for Templates

Setting the Default Template

Using the Save Template Feature to Create New Templates

Renaming Existing Templates

Disabling Templates

Configuring Surveys

Setting Up Oracle Scripting

Creating Surveys in Oracle Scripting

Assigning Survey Administrator Responsibility

Setting Up Oracle iSupport Survey in iSurvey

Making Surveys Available in Oracle iSupport

Viewing Survey Results

Configuring Call Me (Web Call Back)

Administering Forums

Maintaining Categories

Maintaining Forums

Maintaining Messages

Overview of Oracle Marketing Encyclopedia System

Introduction

Planning your Implementation

Prerequisites for Accessing MES

Understanding the Access Manager

Setting up the Privileges

Understanding the Group Manager

Creating a Group

Setting up Privilege for the Whole Group

Understanding the Channel Manager

Setting up Access for a Channel

Setting up Channel Access for the User

Setting up Channel Access for a Group

Categories and Category Hierarchy

Creating Categories

Setting Up a Category Hierarchy

Creating Content Types

Creating Perspectives

Creating Channels

Publishing to Categories or Groups

Administering MES

Setting up Territories

Setting up Workflow Time Out

Changing the Default Values for Workflow Time Out

Setting up Proxy Information

Setting up Concurrent Jobs

Concurrent Programs as a Part of a Standard Request

Scheduling Concurrent Programs

Guidelines

System Profile Options

Before You Begin

About User Profile Options

How to Set Profile Options

Setting Oracle User Management Profile Options

Oracle Common Application Components (JTT) Profile Options

Oracle iSupport Profile Options

Oracle TeleService Profile Options

Oracle iStore Profile Options

Returns Profile Options

Oracle Knowledge Management Profile Options

Miscellaneous Profile Options

Oracle iSupport Parameters

Lookups

Lookup Types

Seeded Information

Menus

Oracle iSupport Menus

Oracle iSupport Top Menus by Responsibility

Oracle iSupport Functions

User Responsibilities

Registration

Roles and Permissions

Configurability

Functions and Variables for Page-Level Configurability

Service Request

Online Help Targets

Java Classes for Seeded Bins

Custom Look and Feel Configuration

Overview of Custom Look and Feel Configuration

Implementation Steps

Sample Code

Configuration of AK Regions

Configuring Oracle iSupport Service Request Pages

Example 1: Customizing a Top-Level Attribute

Example 2: Customizing a Nested Region Attribute

Glossary

Index

Oracle iSupport Implementation and Administration Guide

Contents