This chapter covers the following topics:
The following table lists the profile options used for implementing Assignment Manager. You can set these options in any sequence.
Name | Default Value | Level | Description | Outcome |
---|---|---|---|---|
JTFAM: Activate Auto Selection of Resources | Yes | Application | This profile option is set to activate the auto-selection of resources by the Assignment Manager engine. The engine uses this profile option setting to determine where the user needs to make a selection from the provided list of resources, or if this task is performed automatically by the Assignment Manager engine itself. | If you set this profile option to No, the Assignment Manager engine will automatically make a selection from the provided list of resources. |
JTFAM: Activate Contracts Preferred Resources | No | Application | This profile option is set to retrieve the preferred resource information from the Contracts module. The engine uses this profile option setting to determine whether the Contracts Preferred Engineers are picked up automatically by the Assignment Manager engine or not. | If you set this profile option to No, it will uncheck the Contracts check box in the Assignment Manager. |
Activate Installed Base Preferred Resources | No | Application | This profile option is set to retrieve the preferred resource information from the Installed Base module. The engine uses the profile option setting to determine whether the Installed Base Preferred Engineers are picked automatically by the engine. | If you set this profile option to No, it will uncheck the Installed Base check box in the Assignment Manager. |
JTFAM: Activate Workflow Name | No default value | Application | This profile option is set to a user-defined workflow procedure name. This workflow procedure is user-programmed code for further filtering the resources. The engine retrieves the procedure name from this profile option, and uses it to process the user's request. | This profile option is an additional filter based on the user's criteria. |
JTFAM: Check Resource Calendar Availability for SR Auto Assignment | No | User | This profile option indicates to Assignment Manager if it needs to check the Calendars, Shifts, and Exceptions that are associated with the list of Resources returned from Installed Base, Contracts, or Territories to determine the Resource’s availability for service request Auto Assignment. | Yes Indicates that AM needs to check for Resource Availability using Calendars, Shifts, and Exceptions. If a Resource does not have a Calendar, Shift, or Exception, then the Resource is not considered for assignment. No Indicates that Assignment Manager ignores the Calendars, Shifts, and Exceptions associated with the Resource. |
JTFAM: Check Resource Calendar Availability for Task Auto Assignment | No | User | This profile option indicates to the Assignment Manager if Assignment Manager needs to check the Calendars, Shifts, and Exceptions that are associated with the list of Resources returned from IB, Contracts, or Territories to determine the Resource’s availability for Task Auto Assignment. | Yes Indicates that Assignment Manager needs to check for Resource Availability using Calendars, Shifts, and Exceptions. If a Resource does not have a Calendar, Shift, or Exception, then the Resource is not considered for assignment. No Indicates that AM ignores the Calendars, Shifts, and Exceptions associated with the Resource. |
JTFAM: Resource Type for Unassisted Mode | Employee Resource | Site | This profile option sets the default value for resource type in the unassisted mode. | This profile option is a convenience to the user who wants the resource type to be the defaulted value in the unassisted mode. |
JTFAM: Resource Search Order | Contracts Preferred Resource | Site | This profile option sets the default order for resource selection between Contracts and Installed Base if both check boxes are selected in the Assignment Manager for a service request assignment. | If Contracts Preferred Resource is selected, then Assignment Manager engine checks Contracts preferred resources first. If a Contracts preferred resource is found, then stop the process. If not, then check the Installed Base preferred resources. If a Installed Base preferred resource is found, and stop the process. If not, then continue check the territories. If Installed Base Preferred Resource is selected, then Installed Base preferred resources are checked first, if a resource is found, then stop the process. If not, then continue check the Contracts. If "Both Contracts and Installed Base" is selected, then Assignment Manager checks both preferred resources simultaneously before retrieving qualified resources from winning territories. |
JTFAM: UOM code used by Assignment Manager for Tasks | HR | Site | Tasks contains a profile that defines the Time Class used to define a task duration. The UOM (Unit of Measure) that defines Hour in that time class must be set for this profile. | By default if the value is not set for this profile "HR" is considered to be the UOM that denotes Hour. |
JTFAM:Use Current Date, Time for Assignments | Yes | Site | This functionality enables the sysdate/time to be used for determining a task start date. | When set to Yes, the sysdate/time is used to determine a task start date. When set to No, a date and time that precede the sysdate and time can be used to determine the task start date. |
JTFAM:Filter resources based on group membership | Yes | Site | This functionality filters resources based on group membership. | When set to Yes, the profile option filters resource by group membership. When set to No, filtering does not occur. |
JTFAM: Usage for Groups and Teams | All | Site | This profile option sets the default value for the group and team resource selection used in a service request assignment. | If it is set to All, then all group or team resources, regardless of its usage, are all displayed in the Gantt chart. If it is set to Support, then only the group or team with Support usage can then be retrieved for a service request assignment. |
Note: See Appendix A, Profiles Options, for details on how these profile options can be set.
The following table describes the profile options that are specific to Gantt
Name | Default Value | Level | Description | Outcome |
---|---|---|---|---|
JTF_GANTT_SNAP_VALUE_DAYS_MODE | 60 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "Day" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_SNAP_VALUE_SIX_HOURS_MODE | 60 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "6 Hour" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_SNAP_VALUE_THREE_HOURS_MODE | 30 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "3 Hour" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_SNAP_VALUE_HOURS_MODE | 15 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "Hour" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_SNAP_VALUE_30MIN_MODE | 10 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "30 Minute" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_SNAP_VALUE_15MIN_MODE | 5 minutes | User | Enables the start or end of a taskbar to automatically readjust (snap) during drag and drop operations in the "15 Minute" view. | Snaps to the default value if the user does not specify a snap value. |
JTF_GANTT_DEF_TIMELINE_MODE | Day Mode | Site Application ResponsibilityUser | Enables specification of one of the following modes upon startup:
|
Specifies one of six available modes on startup. |
If time zone conversion is enabled, then users can select the time zone in which to view times in the table view of the assignment manager form.
Enable Timezone Conversions
Set this profile option to Yes to enable time zone conversion.
Level: Site
Default: No
Server Timezone
Sets the time zone of the database server.
Level: Site
Default: Null
Client Timezone
Sets the time zone for the agent who is using Assignment Manager
Level: Site
Default: Null
This section describes modules that require proper configuration to ensure that the Assignment Manager selection criteria functions completely when called by these modules. Assignment Manager performs an autoquery whenever it is opened from a calling module. Assignment Manager also generates specific error messages when it encounters any problems performing a search. If no error occurs and no resources are found based on the search criteria, Assignment Manager displays error messages stacked from the API.
Territory Manager retrieves qualified resources specified in territories. Make sure that matching attributes are set up correctly and qualified resources are specified when defining territories. Territories should be set up properly in order to use the assisted assignment option.
Forms-based Resource Schedule displays the work shift information of qualified resources. Resources' shift schedules should be defined in the Forms-based Resource Schedule module in order to use the resource availability for the assisted assignment option.
Note: Log in with the CRM Administrator responsibility and select Calendar > Calendar Setup to access the calendar setup windows.
A service request designates a resource as Web available or unavailable. It assigns the resource Web availability by using the Territory Assisted assignment option.
Oracle Contracts specify preferred engineers defined in Contracts. This component enables the use of Contracts preferred resources in the Assisted assignment option.
Installed Base specifies preferred resources defined in Installed Base. This component enables the use of Installed Base preferred resources in the Assisted assignment option.
Assignment Manager displays a resource's tasks for a specified time period in the Gantt chart. The time period for each task is color coded according to a set of rules stored in the color configuration table. Each row in this table contains rules for unique color values. Assignment Manager accesses a Task Manager table with seeded color values that can be retained in their original state or modified. You can also configure additional color values. When Assignment Manger obtains the list of tasks to display for a resource, the Assignment Manager engine calls the Tasks public API: JTF_TASK_CUSTOM_COLORS_PUB.GET_TASK_BGCOLORS. The API receives information about the task, task type, assignment status, and priority, and returns the background color value for each record in decimal format. The Assignment Manger UI interprets the color's decimal value and displays it in standard color format.
The attributes that determine a task color can be registered with those of the currently displayed color in the color configuration table. The following table contains the color configuration table columns and their corresponding attributes:
Column | Function | Primary Key | Mandatory | Data Type |
---|---|---|---|---|
RULE_ID | Provides a unique identifier for each rule. | Yes | Yes | Number |
OBJECT_VERSION_NUMBER | Maintains the revisions of each table row. | No | Yes | Number |
COLOR_DETERMINATION_PRIORITY | Provides a numeric value for determining the order in which the color will be evaluated by the GET_TASK_BGCOLORS procedure. | No | Yes | Number |
TYPE_ID | Identifies the task type. | No | No | Number |
PRIORITY_ID | Determines the priority level. | No | No | Number |
ASSIGNMENT_STATUS_ID | Determines the task assignment status. | No | No | Number |
ESCALATED_TASK | Specifies whether or not the task is escalated. | No | No | Varchar2(1) |
BACKGROUND_COL_DEC | Provides a decimal version of the color. | No | Yes | Number |
BACKGROUND_COL_RGB | Provides an RGB virions of the color. | No | Yes | Varchar2(12) |
CREATED_BY | Provides the identity of the individual who created the task color. | No | Yes | Number |
CREATION_DATE | Provides the date on which the task color was created | No | Yes | Date |
LAST_UPDATED_BY | Provides the identity of the individual who last updated data for the task color. | No | Yes | Number |
LST_UPDATE_DATE | Provides the date on which the task color data was last updated. | No | Yes | Date |
LAST_UPDATE_LOGIN | Displays the login information of the last person to update the record. | No | No | Number |
ACTIVE_FLAG | Specifies whether the task color is active or not. If the task color is not active, then its information can be overwritten by subsequent patch installations. | No | Yes | Varchar2(1) |
Assignment Manger provides seeded data for red, golden yellow, and blue background colors. These colors represent specific functions based on the following business logic:
Color | Function |
---|---|
Red | Displays escalations. |
Golden Yellow | Displays shifts |
Blue | Displays assigned tasks. |
Green | Shows first available slot |
These colors can be used, modified, or flagged for nonuse as required but should not be removed from the color configuration table. If you do not want to use a seeded color, you must flag it for nonuse by setting the ACTIVE_FLAG column in the color configuration table to N. If you modify seeded data, then it will not be overwritten by any subsequent patch installations. If, however, you do not modify seeded data, then it will be overwritten by the seed data of any subsequently installed patches. The following table contains Assignment Manager seeded color data information:
Color Configuration Table Column | Red Data | Golden Yellow Data | Blue Data |
---|---|---|---|
RULE_ID | 1 | 2 | 3 |
COLOR_DETERMINATION_PRIORITY | 10 | 20 | 100 |
TYPE_ID | Null | Null | Null |
PRIORITY_ID | Null | Null | Null |
ASSIGNMENT_STATUS_ID | Null | 5 | Null |
ESCALATED_TASK | Y | N | Null |
BACKGROUND_COL_DEC | 16711680 | 16776960 | 3342591 |
BACKGROUND_COL_RGB | Red | GoldenYellow | Blue |
ACTIVE_FLAG | Y | Y | Y |
In addition to providing seeded colors, Assignment Manager contains two hard coded colors that cannot be modified. These colors are reserved for specific Assignment Manager business logic and should not be duplicated in the color configuration table:
Color | Decimal Value | Function |
---|---|---|
Green | 44370 | Displays available time slots. |
Yellow | 16776960 | Task assignments that are in status Working. |
To properly configure color coded tasks in Assignment Manger you must adhere to the following guidelines:
Determining Task Color Per Resource
Assignment manager determines the task color for each resource. The color of multiple tasks can be determined in one API call, however, some applications such as Field Service determine the color by using an inline function call in a SQL statement.
Evaluating Color Prioritization
Each record in the color configuration table contains rules for displaying a unique task color. The GET_TASK_BGCOLORS procedure evaluates these rules for each row in ascending order beginning with the row that contains the lowest value in the COLOR_DETERMINATION_PRIORITY column. When creating or modifying colors, consider the order in which you want them evaluated and insert values in the COLOR_DETERMINATION_PRIORITY column accordingly.
Creating Values for the RULE_ID Column
The RULE_ID column must contain unique sequential values. This is accomplished by using the sequence JTF_TASK_CUSTOM_COLOR_S.
Creating Values for the COLOR_DETERMINATION_PRIORITY Column
The value of the column COLOR_DETERMINATION_PRIORITY must be a unique number between 0 and 100.
Creating Values for the LAST_UPDATED_BY Column
If seed data is modified, then the value of column LAST_UPDATED_BY should be set to a value other than 0 and 1.
Using Unique Colors for Each Function
If you use the same color to represent availability, shifts, task load, or escalations you will not be able to differentiate between each function. For this reason, each function must be represented with a unique color.
Using Different Background and Foreground Colors
If you use identical background and foreground colors it will be difficult to infer if the colors actually correspond to a given task. Because Assignment Manger currently does not perform validation for separate background and foreground colors, it is the implementor's responsibility to ensure that they are not identical.
Reserving Assignment Manager Hard Coded Colors
Do not create custom color values for the green and yellow hard coded colors that ship with Assignment Manager.
This section contains examples for creating two new task colors to denote high priority and low priority tasks that have been rejected. In this example, the implementor wants the high priority rejected tasks to be evaluated and displayed in Assignment Manger before the low priority rejected tasks.
Creating Violet Color for High Priority Rejected Tasks
Assume that the implementor creates a record for the color DarkViolet that represents high priority rejected tasks. The following table contains data for the color DarkViolet that is used to denote high priority rejected tasks. Since the value in the COLOR_DETERMINATION_PRIORITY column is 5, the rules for this task color will be evaluated by the GET_TASK_BGCOLORS procedure before any task color with a value in this column of 6 or higher.
Color Configuration Table Column | Violet Color Data |
---|---|
RULE_ID | 101 |
COLOR_DETERMINATION_PRIORITY | 5 |
TYPE_ID | Null |
PRIORITY_ID | 1 |
ASSIGNMENT_STATUS_ID | 4 |
BACKGROUND_COL_DEC | 9400D3 |
ESCALATED_TASK | N |
BACKGROUND_COL_RGB | DarkViolet |
ACTIVE_FLAG | Y |
SQL Script
The following script creates a record for the DarkViolet color in the color configuration table:
SET SERVEROUTPUT ON DECLARE l_rowid ROWID; l_color_id NUMBER; BEGIN fnd_global.apps_initialize ( user_id => 100001746, -- login user id resp_id => 0, --- responsibility id resp_appl_id => 0, security_group_id => 0 ); SELECT jtf_task_custom_colors_s.nextval INTO l_color_id FROM dual; jtf_task_custom_colors_pkg.insert_row ( x_rowid => l_rowid, x_rule_id => l_color_id, ---101 x_color_determination_priority => 5, x_type_id => null, x_priority_id => 1, x_assignment_status_id => 4, x_escalated_task => 'Y', x_active_flag => 'Y', x_background_col_dec => 9400D3, x_background_col_rgb => 'r148g000b211', --DarkViolet x_creation_date => SYSDATE, x_created_by => fnd_global.user_id, x_last_update_date => SYSDATE, x_last_updated_by => fnd_global.user_id, x_last_update_login => 0 ); END; / COMMIT; EXIT;
Creating Lime Green Color for Low Priority Rejected Tasks
Assume that the implementor creates a record for the color LimeGreen that represents low priority rejected tasks. The following table contains data for the color LimeGreen that is used to denote low priority rejected tasks. Since the value in the COLOR_DETERMINATION_PRIORITY column is 7, the rules for this task color will be evaluated by the GET_TASK_BGCOLORS procedure after those of the high priority rejected task color in the preceding example.
Color Configuration Table Column | Violet Color Data |
---|---|
RULE_ID | 102 |
COLOR_DETERMINATION_PRIORITY | 7 |
TYPE_ID | Null |
PRIORITY_ID | Null |
ASSIGNMENT_STATUS_ID | 4 |
ESCALATED_TASK | N |
BACKGROUND_COL_DEC | 00FF00 |
BACKGROUND_COL_RGB | LimeGreen |
ACTIVE_FLAG | Y |
SQL Script
The following script creates a record for the LimeGreen color in the color configuration table:
SET SERVEROUTPUT ON DECLARE l_rowid ROWID; l_color_id NUMBER; BEGIN fnd_global.apps_initialize ( user_id => 100001746, -- login user id resp_id => 0, --- responsibility id resp_appl_id => 0, security_group_id => 0 ); SELECT jtf_task_custom_colors_s.nextval INTO l_color_id FROM dual; jtf_task_custom_colors_pkg.insert_row ( x_rowid => l_rowid, x_rule_id => l_color_id, ---102 x_color_determination_priority => 7, x_type_id => null, x_priority_id => NULL, x_assignment_status_id => 4, x_escalated_task => 'Y', x_active_flag => 'Y', x_background_col_dec => 00FF00, x_background_col_rgb => 'r50g205b50', --LimeGreen x_creation_date => SYSDATE, x_created_by => fnd_global.user_id, x_last_update_date => SYSDATE, x_last_updated_by => fnd_global.user_id, x_last_update_login => 0 ); END; / COMMIT; EXIT;
The Assignment Manager UI can be customized to better suit the requirements of the applications with which it is integrated. These applications, which include Tasks, Depot Repair Tasks, Service Requests as well as Service Request Tasks, and Escalations, generally require a limited subset of the total fields and options available in the Assignment Manager UI. Assignment Manager renders the UI based on seeded data in the table JTF_AM_SCREEN_SETUPS_B. When implementing Assignment Manager, you can customize its UI by modifying data in this table.
The following table describes JTF_AM_SCREEN_SETUPS_B including Who columns and flex field columns. Columns directly related to modifying the Assignment Manager UI are indicated accordingly:
Column Name | Data Type | Not Null | Default | Description |
---|---|---|---|---|
SCREEN_SETUP_ID | Number | N | N | UI Related. Specifies the unique ID for the table. |
DOCUMENT_TYPE | Varchar2(30) | N | N | UI Related. Specifies the document from which Assignment Manager is called, such as SR (Service Request). This will be unique for the table. |
MODE_ASSIST | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Assisted mode radio button. Valid values are Y/N. |
MODE_UNASSIST | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Unassisted mode radio button. Valid values are Y/N. |
CONTRACTS | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Contracts checkbox. Valid values are Y/N. |
INSTALLED_BASE | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Install Base checkbox. Valid values are Y/N. |
TERRITORY | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Territories checkbox. Valid values are Y/N. |
AVAILABILITY | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the Resource Availability checkbox. Valid values are Y/N. |
DOC_DETAILS | Varchar2(1) | N | UI Related. Determines whether or not the UI displays Document Details. Valid values are Y/N. | |
WINDOW_WIDTH | Number | N | 7 | UI Related. Determines the width of the window for the Assignment Manager screen in inches. |
WINDOW_HEIGHT | Number | N | 5 | UI Related. Determines the height of the window for the Assignment Manager screen in inches. |
WINDOW_X_POSITION | Number | N | 0 | UI Related. Specifies the Assignment Manager screen position's X co-ordinates. |
WINDOW_Y_POSITION | Number | N | 0 | UI Related. Specifies the Assignment Manager screen position's Y co-ordinates. |
DOC_DTLS_USER_VALUES | Varchar2(1) | N | N | UI Related. Provides the Products team the flexibility to customize what the UI displays in the Document Details section. Valid values are Y/N. This setting only works if the |
DOC_DETAILS column is set to Y. | ||||
SHOW_SELECTED_TIME | Varchar2(1) | N | Y | UI Related. Determines whether or not the UI displays the selected resource's start and end time. Valid values for this column are Y/N. |
OBJECT_VERSION_NUMBER | Number | Y | N | The object version number. |
USER_ID | Number | N | N | The user ID. |
ATTRIBUTE1 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE2 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE3 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE4 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE5 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE6 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE7 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE8 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE9 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE10 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE10 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE12 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE13 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE14 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE15 | Varchar2(150) | N | N | Flex field. |
ATTRIBUTE_CATEGORY | Varchar2(150) | N | N | Determines the attribute category. |
CREATED_BY | Number | Y | N | Determines the identity of the individual who creates the screen setup. |
CREATION_DATE | Date | Y | N | Specifies the date on which the screen setup is created. |
LAST_UPDATED_BY | Number | Y | N | Specifies the individual who last updates the screen setup. |
LAST_UPDATE_DATE | Date | Y | N | Specifies the date on which the screen setup is last updated. |
LAST_UPDATE_LOGIN | Number | Y | N | Specifies the login ID of the individual who last updates the screen setup. |
SECURITY_GROUP_ID | Number | N | N | Specifies the security group ID of the individual who last updates the screen setup. |
Assignment Manager supports document types in FND_LOOKUPS (LOOKUP_TYPE = JTF_AM_DOCUMENT_TYPE) as follows:
Document Type | Definition |
---|---|
SR | Service Request |
TASK | Tasks |
SR_TASK | Service Request Task |
ESC | Escalations |
DEF | Defects |
LEAD | Leads |
OPPR | Opportunities |
ACC | Accounts |
DR | Depot Repair Task |
The Assignment Manager UI must be customized according to a specific set of rules. These rules specify how the UI is rendered and which columns in the table JTF_AM_SCREEN_SETUPS_B contain information that is based on the values of other columns in this table.
The document type must be unique across the table. A unique constraint is enforced using a unique index on the DOCUMENT_TYPE column. Based on the DOCUMENT_TYPE data passed in the new AM_UI_TYPE parameter in forms, the UI is rendered accordingly. If no data is passed in the AM_UI_TYPE parameter, then the UI is rendered based on value of the existing AM_CALLING_DOC_TYPE parameter.
Assignment Manager displays the Mode window and its corresponding options depending on the value of the MODE_ASSIST and MODE_UNASSIST columns based on the following rules:
MODE_UNASSIST | MODE_ASSIST | Remarks |
---|---|---|
N | N | Both the modes cannot be set to 'N' at the same time. If this combination is set for any document type then the UI will not be rendered when called for that document. |
N | Y |
|
Y | N |
|
Y | Y | The UI will default to the existing UI layout and will show both Assisted and Unassisted modes as well as their corresponding field. |
In case of assisted mode, at least one of the following search options should be enabled in the table:
Contracts
Installed Base
Territories
Availability
If for example, the value of the MODE_ASSIST column is 'Y' then at least one of the preceding four values must also be 'Y'.
The Intelligent and Window to Promise modes cannot be customized.
Document Details can be customized based on the values entered in the DOC_DETAILS and DOC_DTLS_USER_VALUES columns according to the following rules:
DOC_DETAILS | DOC_DTLS_USER_VALUES | Remarks |
---|---|---|
N | N/Y | The UI will not show document details at all. It will disregard the values entered for DOC_DTLS_USER_VALUES column. |
Y | N | 1. Document Details will be displayed. 2. The content of Document details will be the default layout content i.e. it will continue to display whatever it is displaying in existing version of AM UI. |
Y | Y | 1. Document Details will be displayed. 2. The content of Document details will be the name-value pairs passed to AM UI from the product team using record type JTF_ASSIGN_PUB.DOC_DETAILS_REC. 3. If DOC_DTLS_USER_VALUES is set to Y but no data is passed in record, then the document details box will be displayed with null value. |
The calling document can only customize the Document details section and display a set of name/value pairs in that section, if the JTFAMSR.DOC_DETAILS_REC_TYPE is populated with the appropriate values. The record type is defined as follows:
TYPE DOC_DETAILS_REC_TYPE IS RECORD_TYPE ( Field_prompt1varchar2 (20):= NULL, Field_value1varchar2 (150) := NULL, Field_prompt2varchar2 (20):= NULL, Field_value2varchar2 (150) := NULL, Field_prompt3varchar2 (20):= NULL, Field_value3varchar2 (150) := NULL, Field_prompt4varchar2 (20):= NULL, Field_value4varchar2 (150) := NULL, Field_prompt5varchar2 (20):= NULL, Field_value5varchar2 (150) := NULL )
When a user double clicks a resource from the list of resources, it is selected for assignment and the Resource Details fields subsequently contain the following:
Resource Name
Resource Type
Start Time
End Time
The Start Time and End Time display is determined by the value in the value SHOW_SELECTED_TIME column according to the following rules:
SHOW_SELECTED_TIME | Remarks |
---|---|
N | The UI will show only Resource Name and Resource Type. |
Y | The UI will show Resource Name, Resource Type, Start Time, and End Time. |
The width and height of the Assignment Manager window is specified according to the following rules:
The value of the WINDOW_WIDTH and WINDOW_HEIGHT columns cannot be a negative number or 0. When a negative number or 0 are entered as the value of these columns, Assignment Manager uses the default window size values.
When valid values are populated in these columns, the Assignment Manager UI either resizes accordingly or reverts to the default values of 7 inches for width and 5 inches for height.
The position of the Assignment Manager window is specified according to the following rules:
The value of the WINDOW_X_POSITION and WINDOW_Y_POSITION columns cannot be negative.
If no values are specified for the WINDOW_X_POSITION and WINDOW_Y_POSITION columns, they revert to the default value of 0
The Assignment Manager UI must be customized according to specific guidelines.
When customizing the Assignment Manager UI, the implementor or System Administrator should always update the LAST_UPDATED_BY column with the appropriate user ID. Customized rows must not have values of 0 or 1 in the LAST_UPDATED_BY column, otherwise the data will be lost when a new patch is applied.
Example
In the following example, text marked in bold will change depending on the value added by the implementor or system administrator. The LAST_UPDATED_BY column contains an appropriate values that is neither 0 or 1:
UPDATE JTF_AM_SCREEN_SETUPS_B SET mode_assist= 'N' , last_update_date = sysdate , last_updated_by = 100 , object_version_number = object_version_number + 1 WHERE document_type = 'TASK' /
To insert the data in the table JTF_AM_SCREEN_SETUPS_B, the sequence JTF_AM_SCREEN_SETUPS_S.NXTVAL should be used for SCREEN_SETUP_ID column. For inserts in the table, the data MUST be entered in both JTF_AM_SCREEN_SETUPS_B and JTF_AM_SCREEN_SETUPS_TL tableS.
Seeded data for the Assignment Manger UI is stored in the tables JTF_AM_SCREEN_SETUPS_B and JTF_AM_SCREEN_SETUPS_TL. To customize the Assignment Manager UI, you must modify the seeded data as required. The following tables list the seeded Assignment Manager UI values for each calling document:
Columns | Tasks | Service Request | Escalations | Service Request Tasks | Depot Repair Tasks |
---|---|---|---|---|---|
SCREEN_SETUP_ID | 1 | 2 | 3 | 4 | 5 |
DOCUMENT_TYPE | TASK | SR | ESC | SR_TASK | DR |
MODE_ASSIST | Y | Y | Y | Y | Y |
MODE_UNASSIST | Y | Y | Y | Y | Y |
CONTRACTS | Y | Y | Y | Y | Y |
INSTALLED_BASE | Y | Y | Y | Y | Y |
TERRITORY | Y | Y | Y | Y | Y |
AVAILABILITY | Y | Y | Y | Y | Y |
DOC_DETAILS | Y | Y | Y | Y | Y |
WINDOW_WIDTH | 7.7 | 7.7 | 7.7 | 7.7 | 8.1 |
WINDOW_HEIGHT | 6.4 | 6.4 | 6.4 | 6.4 | 6.4 |
WINDOW_X_POSITION | 0 | 0 | 0 | 0 | 0 |
WINDOW_Y_POSITION | 0 | 0 | 0 | 0 | 0 |
DOC_DTLS_USER_VALUES | N | N | N | N | N |
SHOW_SELECTED_TIME | Y | Y | Y | Y | Y |
CREATED_BY | 1 | 1 | 1 | 1 | 1 |
CREATION_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 07-FEB-05 |
LAST_UPDATED_BY | 1 | 1 | 1 | 1 | 1 |
LAST_UPDATE_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 07-FEB-05 |
OBJECT_VERSION_NUMBER | 1 | 1 | 1 | 1 | 1 |
Columns | Tasks | Service Request | Escalations | Service Request Tasks | Depot Repair Tasks |
---|---|---|---|---|---|
SCREEN_SETUP_ID | 1 | 2 | 3 | 4 | 5 |
PREFERENCE_NAME | Default Task | Default Service Request | Default Escalations | Default Service Request Task | Default Depot Repair |
CREATED_BY | 1 | 1 | 1 | 1 | 1 |
CREATION_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 07-FEB-05 |
LAST_UPDATED_BY | 1 | 1 | 1 | 1 | 1 |
LAST_UPDATE_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 07-FEB-05 |
SOURCE_LANG | US | US | US | US | US |
LANGUAGE | US | US | US | US | US |
This section provides examples of customizing the Assignment Manager UI for different calling documents.
When the calling document is a Service Request, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, as well as the default Document Details fields.
Default Service Request Screen
Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, are not required by the Service Request application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. You can also modify the Document Details section with your own custom fields. The following SQL script customizes the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b SET mode_unassist = 'N' ,doc_dtls_user_values = 'Y' ,show_selected_time = 'N' ,last_updated_by = 123 -- userid of user who is updating ,last_update_date = SYSDATE ,object_version_number= object_version_number + 1 WHERE document_type = 'SR'
Customized Service Request Screen
Note: Changing the DOC_DTLS_USER_VALUES column enables you to display custom fields in the Document Detail section. These fields will not appear, however, unless you populate the JTFAMSR.DOC_DETAILS_REC_TYPE with the appropriate name/value pairs.
When the calling document is a Service Request Task, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons.
Default Service Request Task Screen
Since the Assisted Mode and Unassisted Mode radio buttons are not required by the Service Request application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. The following SQL script customizes the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b SET mode_unassist = 'N' ,last_updated_by = 123 -- userid of user who is updating ,last_update_date = SYSDATE ,object_version_number= object_version_number + 1 WHERE document_type = 'SR_TASK'
Customized Service Request Task Screen
When the calling document is an Escalation, the default Assignment Manager UI includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, selection criteria for Contracts, Install Base, Territories, and Resource Availability as well as the Document Details fields.
Default Escalations Screen
Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End Time fields, selection criteria for Contracts, Install Base, Territories, and Resource Availability as well as the Document Details fields are not required by the Escalations application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these features. The following SQL script customizes the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b SET mode_assist = 'N' ,contracts = 'N' ,installed_base = 'N' ,territory = 'N' ,availability = 'N' ,show_selected_time = 'N' ,doc_details = 'N' ,last_updated_by = 123 -- userid of user who is updating ,last_update_date = SYSDATE ,object_version_number= object_version_number + 1 WHERE document_type = 'ESC'
Customized Escalations Screen
For any document type not defined in the table JTF_AM_SCREEN_SETUPS_B, Assignment Manager uses its default values. A calling document can insert data into JTF_AM_SCREEN_SETUPS_B without altering the Assignment Manager UI, if it inserts the default values into the appropriate columns. For example, if the calling document inserts a new document type called DEFAULT_EXAMPLE into JTF_AM_SCREEN_SETUPS_B that retains the default UI settings, then the columns will contain the following values:
Column Name | Column Value | Description |
---|---|---|
SCREEN_SETUP_ID | 1001 | Specifies a unique screen setup ID. |
DOCUMENT_TYPE | DEFAULT_EXAMPLE | The name of the new document type that contains the default Assignment Manager UI values. |
MODE_ASSIST | Y | Retains the Assisted Mode radio button. |
MODE_UNASSIST | Y | Retains the Unassisted Mode radio button. |
CONTRACTS | Y | Retains the Contracts checkbox |
INSTALLED_BASE | Y | Retains the Install Base checkbox |
TERRITORY | Y | Retains the Territories checkbox |
AVAILABILITY | Y | Retains the Resource Availability checkbox |
DOC_DETAILS | Y | Retains the Document Details component. |
WINDOW_WIDTH | 7 | Specifies the default window width of 7 inches. |
WINDOW_HEIGHT | 5 | Specifies the default window height of 5 inches. |
WINDOW_X_POSITION | 0 | Specifies no X coordinate for positioning the window. |
WINDOW_Y_POSITION | 0 | Specifies no Y coordinate for positioning the window. |
DOC_DTLS_USER_VALUES | N | Retains the default Document Details fields by disabling the ability to add custom fields. |
SHOW_SELECTED_TIME | Y | Displays the Start Time and End Time fields. |
The default values for a new document type appear in the table JTF_AM_SCREEN_SETUPS_TL as follows:
Column Name | Column Value | Description |
---|---|---|
SCREEN_SETUP_ID | 1001 | Specifies a unique screen setup ID. |
PREFERENCE_NAME | User's Preference Name | Specifies the user's preference name. |
SOURCE_LANG | US | Specifies the source language |
LANGUAGE | US | Specifies the language. |
Assignment Manager enables you to configure time planning options that use the SYSDATE and TIME functions to indicate the start of a shift instead of defaulting to the task start date. Enhanced planning options are configured using the JTFAM:Use systime for Assignments profile option which is set to Yes or No at the site level. When set to Yes, the profile option enables the SYSDATE and TIME functions to determine the start of a shift. When set to No, the profile enables the task start date and time to represent the start of a shift.
The following cases provide examples of setting up backward planning in Assignment Manager.
Case 1 assumes that the current SYSDATE value is 15 Aug 2003, 10:00:00. A resource, R1 is assigned a calendar for the month August 2003, with shifts starting from 8 am to 6 pm everyday of the week.
Assign Resources and shifts to a calendar by performing the following:
Create a calendar by performing the following:
Create a Calendar called Test Cal using the Define Calendar Form.
Create a Shift called Test Shift using the Define Shifts Form. Shift should have working hours from Monday to Friday. Start time should be 8 am, duration 10 hours.
Assign the Resource R1 to the calendar Test Cal from 1st August 2003 to 30th December 2003, using the Assign Resource to Calendar form.
Assign Test Shift to the calendar Test Cal using the Assign Shift/Exception form.
Assign resource R1 to a territory where Task Priority = High. To accomplish this, navigate to Territory Manager -> Territory Administration and enter the following values:
Territory = Service Request and Task
Transaction Matching Attribute = Task Priority
Value = High
Resource assigned = R1
Create Service Request SR1 with Task T1 using the Create Service Request form available with the Customer Support responsibility:
Planned Start time for T1 = 1st Jan 2003,08:00:00
Planned End Date = 30th Aug, 2003, 08:00:00
Duration = 2 Hours.
Invoke the Assignment Manager form by clicking the icon adjacent to the Assignee filed for the Service Request Task. Ensure that the Territories check box is selected while the remaining check boxes are not selected. Assignment Manager will perform the following:
Search for Resource R1's availability from 15 Aug 2003, 10:00:00 to 29 Aug 2003, 10:00:00.
Display resource R1 rendering the shifts in yellow and the first available slot in green.
Double clicking the resource will select the resource, which can be returned to the SR Task by clicking OK.
Assignment Manager will return resource R1, from 15 Aug 2003, 10:00:00 to 15 Aug 2003, 12:00:00.
Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider the following:
SYSDATE = 15 Aug 2003, 10:00:00
Resource R1 has been assigned a calendar for the month August 2003, with shifts starting from 8 am to 6 pm everyday of the week.
R1 is assigned to a territory for Task Priority = High.
Service Request SR1 has a Task T2. Planned Start time for T2 is 1st Aug 2003, 10:00:00and Planned End Date is 25 Aug 2003, 10:00:00 for duration = 2 Hours.
Assignment Manager will search for Resource R1's availability from 15 Aug 2003, 10:00:00 to 29 Aug 2003, 10:00:00, since the range from 29th Aug 2003, 10:00:00 - 15th Aug 2003 10:00:00 is greater than the range 25th Aug 2003, 10:00:00 - 15th Aug 2003 10:00:00.
Assignment Manager will subsequently return 15 Aug 2003, 10:00:00 to 15 Aug 2003, 12:00:00.
Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider the following:
SYSDATE = 15 Aug 2003, 10:00:00
Resource R1 has been assigned a calendar for the month August 2003, with shifts starting from 8 am to 6 pm everyday of the week.
R1 is assigned to a territory for Task Priority = High.
Service Request SR1 has a Task T3. Planned Start time for T3 is null, Planned End Date is null and for duration = null.
Assignment Manager will search for Resource R1's availability from 15 Aug 2003, 10:00:00 to 29 Aug 2003, 10:00:00 for a duration of 1 Hour and will return 15 Aug 2003, 10:00:00 to 15 Aug 2003, 11:00:00.
When assigning a resource to a service request for a specific problem, product, or product category, Assignment Manager enables the most skilled resource to be selected for each. Assignment Manager filters the values of the problem, product, or product category that it receives from a service request. When Assignment Manager subsequently searches the Resource Manager Skills Bank for a resource skill to assign to the service request, it uses search rules based on the filtered problem, product, or product category values. Assignment Manager ships with tables that contain seeded search rule data. When implementing Assignment Manager, you can create or modify these search rules by inserting or updating data in the tables that contain the seeded search rule information.
Assignment Manager searches the Skills Bank for skilled resources based on search rules stored in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. The following figure demonstrates how Assignment Manager applies the search rules when searching for skilled resources. The figure is explained in the text.
Search Rules
The calling document passes values into Assignment Manager which include a combination of the Problem Code, Product, or Product Category parameters.
If the calling document has passed a combination of these parameters into Assignment Manager, then Assignment Manager searches table JTF_AM_SKILL_RULES to determine if that combination has been seeded for the document type. This table stores the rule_id parameter for a specific set of values received by Assignment Manager.
If Assignment Manager locates seeded data for this combination, it accesses table JTF_AM_SKILL_RULE_DTLS to determine if rule exists that specifies at least one of the values for product, product category or problem code must be searched for in the Skills Bank.
If the Rule is found then Assignment Manager searches the Skills Bank based on that rule. The Skills Bank contains table JTF_RS_RESOURCE_SKILLS, which lists the Skill_level_id parameter for a resource's skills, and table JTF_RS_SKILL_LEVEL_VL, which lists the skill level for each Skill_level_id parameter.
Table JTF_AM_SKILL_RULES contains the following definitions.
Column Name | Values | Description |
---|---|---|
Rule_id | Unique seeded id | The unique ID for a specific combination of values passed to Assignment Manager. |
Document_type | SR, TASK, SR_TASK, ESC, DEF, LEAD, OPPR, ACC DR |
The document, such as SR (Service Request), from which Assignment Manager is called. This is a unique value for the table. These values are explained in the Supported Document Types section. |
Product_id_passed | 1/0 | A value of 1 indicates that the calling document has passed the product_id and the product_org_id into Assignment Manager. |
Category_id_passed | 1/0 | A value of 1 indicates that the calling document has passed the product_category_id into Assignment Manager. |
Problem_code_passed | 1/0 | A value of 1 indicates that the calling document has passed the problem_code into Assignment Manager. |
Component_id_passed | 1/0 | This column is currently not in use and the value is set to 0. |
Active_flag | Y/N | Y indicates that the rule is active and should be considered in the search. |
Table JTF_AM_SKILL_RULES contains the following Standard columns.
Name | Null/Not Null | Type |
---|---|---|
RULE_ID | NOT NULL | NUMBER |
DOCUMENT_TYPE | NOT NULL | VARCHAR2(30) |
PRODUCT_ID_PASSED | NOT NULL | NUMBER |
CATEGORY_ID_PASSED | NOT NULL | NUMBER |
PROBLEM_CODE_PASSED | NOT NULL | NUMBER |
COMPONENT_ID_PASSED | NOT NULL | NUMBER |
ACTIVE_FLAG | NOT NULL | VARCHAR2(10) |
Table JTF_AM_SKILL_RULES contains the following Who columns.
Name | Null/Not Null | Type |
---|---|---|
CREATED_BY | NOT NULL | NUMBER |
CREATION_DATE | NOT NULL | DATE |
LAST_UPDATED_BY | NOT NULL | NUMBER |
LAST_UPDATE_DATE | NOT NULL | DATE |
LAST_UPDATE_LOGIN | NOT NULL | NUMBER |
OBJECT_VERSION_NUMBER | NOT NULL | NUMBER |
ATTRIBUTE_CATEGORY | NOT NULL | VARCHAR2(150) |
Table JTF_AM_SKILL_RULES contains the following Flexfield columns.JTF_AM_SKILL_RULES Flexfield
Name | Null/Not Null | Type |
---|---|---|
ATTRIBUTE1 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE2 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE3 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE4 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE5 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE6 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE7 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE8 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE9 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE10 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE11 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE12 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE13 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE14 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE15 | NOT NULL | VARCHAR2(150) |
SECURITY_GROUP_ID | NOT NULL | NUMBER |
Table JTF_AM_SKILL_RULE_DTLS contains the following definitions.
Column Name | Values | Description |
---|---|---|
Detail_id | Unique ID | The unique ID for a rule. |
Rank | Number (Unique within a rule iD) | The order in which the rules are applied. |
Rule_id | Header table ID | A value of 1 indicates that the product_id and the product_org_id have been passed in to Assignment Manager. |
Check_Product_Id | 1/0 | A value of 1 indicates that the product must match the skills bank product ID. |
Check_Category_id | 1/0 | A value of 1 indicates that the category must match the skills bank category ID. |
Check_Problem_code | 1/0 | A value of 1 indicates that the problem code must match the skills bank problem code ID. |
Check_Component_id | 1/0 | A value of 1 indicates that the component must match the skills bank component ID. |
Active_flag | Y/N | Y indicates that the skill is active and must be considered in the search. |
Table JTF_AM_SKILL_RULE_DTLS contains the following Standard columns.
Name | Null/Not Null | Type |
---|---|---|
DETAIL_ID | NOT NULL | NUMBER |
RULE_ID | NOT NULL | NUMBER |
RANK | NOT NULL | NUMBER |
CHECK_PRODUCT_ID | NOT NULL | NUMBER |
CHECK_CATEGORY_ID | NOT NULL | NUMBER |
CHECK_PROBLEM_CODE | NOT NULL | NUMBER |
CHECK_COMPONENT_ID | NOT NULL | NUMBER |
ACTIVE_FLAG | NOT NULL | VARCHAR2(10) |
Table JTF_AM_SKILL_RULE_DTLS contains the following Who columns.
Name | Null/Not Null | Type |
---|---|---|
CREATED_BY | NOT NULL | NUMBER |
CREATION_DATE | NOT NULL | DATE |
LAST_UPDATED_BY | NOT NULL | NUMBER |
LAST_UPDATE_DATE | NOT NULL | DATE |
LAST_UPDATE_LOGIN | NOT NULL | NUMBER |
OBJECT_VERSION_NUMBER | NOT NULL | NUMBER |
ATTRIBUTE_CATEGORY | NOT NULL | VARCHAR2(150) |
Table JTF_AM_SKILL_RULE_DTLS contains the following Flexfield columns.
ATTRIBUTE1 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE2 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE3 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE4 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE5 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE6 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE7 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE8 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE9 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE10 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE11 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE12 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE13 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE14 | NOT NULL | VARCHAR2(150) |
ATTRIBUTE15 | NOT NULL | VARCHAR2(150) |
SECURITY_GROUP_ID | NOT NULL | NUMBER |
The following example demonstrates how Assignment Manager applies search rules for skills-based filtering based on sample data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS.
Column Name | Values | Description |
---|---|---|
Rule_id | 1 | The rule is identified as 1. |
Document_type | SR | The document type for the calling document is a Service Request |
Product_id_passed | 1 | The calling document has passed the Product_id and the Product_org_id values to Assignment Manager. |
Category_id_passed | 1 | The calling document has passed the Category_id value to Assignment Manager. |
Problem_code_passed | 1 | The calling document has passed the Problem_code value to Assignment Manager. |
Component_id_passed | 0 | The calling document has not passed the Compent_id value to Assignment Manager since Assignment Manager does not yet use the Component_id_passed column. |
Active_flag | Y | This rule is currently active and can be used. |
In the sample data for table JTF_AM_SKILL_RULES, Assignment Manager selects Rule 1 if it receives values for the product_id and product_org_id, category_id and problem_code from the calling document. When Assignment Manager selects Rule 1, it searches for details for that rule in table JTF_AM_SKILL_RULE_DTLS.
Column Name | Values | Values | Values | Values | Values |
---|---|---|---|---|---|
Detail_id | 1 | 2 | 3 | 4 | 5 |
Rank | 10 | 20 | 30 | 40 | 50 |
Rule_id | 1 | 1 | 1 | 1 | 1 |
Check_Product_Id | 1 | 0 | 0 | 0 | 0 |
Check_Category_id | 0 | 1 | 0 | 0 | 1 |
Check_Problem_code | 1 | 1 | 1 | 1 | 0 |
Check_Component_id | 0 | 0 | 0 | 0 | 0 |
Active_flag | Y | Y | Y | Y | Y |
In table JTF_AM_RULE_DTLS, Assignment Manager successively applies all of the search rules for a specific value in the Rule_id column, beginning with the lowest ranked one where the Active_flag is set to Y.
In the case of the sample data, Assignment Manager first selects the rule with the lowest value in the Rank column, which is 10. Where the value of Rank is 10, the value of check_product_id and check_problem_code are 1. Consequently, Assignment Manager searches the Skills Bank for qualified resources and marks the ones that are rated for product and problem code. When this process is completed, Assignment Manager selects the rule with the next lowest rank, which is 20. Where the value of Rank is 20, Check_Category_id, and Check_Problem_Code are 1. Consequently, Assignment Manager searches the Skills Bank for qualified resources and marks the ones that are rated for Product Category and Problem Code.
Assignment Manager continues this process until all of the rules are applied in succession and at least one of the given combination is returned. If no rules are defined for a particular combination of values passed in then no filtering occurs and all of the qualified resources are returned.
Assignment Manager supports document types from the FND_LOOKUPS table where LOOKUP_TYPE = JTF_AM_DOCUMENT_TYPE. These document types do not pass a Component_id value to Assignment Manager, which consequently does not use it for skills-based filtering. Component_id is included as a column in the search rule tables for future requirements.
Document Type | Calling Document |
---|---|
SR | Service Request |
TASK | Tasks |
SR_TASK | Service Request Task |
ESC | Escalations |
DEF | Defects |
LEAD | Leads |
OPPR | Opportunities |
ACC | Accounts |
DR | Depot Repair Tasks |
The following skills-based filtering business rules are seeded for any document type recognized by Assignment Manager.
No Rules Found in Table JTF_AM_SKILL_RULES
When the calling document passes values for Product, Product Category and Problem Code and no rule found in the table JTF_AM_SKILL_RULES, then all the qualified resources are returned without skills-based filtering.
No Corresponding Rule Exists in Table JTF_AM_SKILL_RULE_DTLS
When the calling document passes values for Product, Product Category and Problem Code and a rule is found in the table JTF_AM_SKILL_RULES, but no related records exist in JTF_AM_SKILL_RULE_DTLS for the rule_id, then all the qualified resources are returned without any filtering based on skills.
Additional Values Entered into 1/0 Columns for Table JTF_AM_SKILL_RULE_DTLS
If values other than 1 or 0 are passed into columns in table JTF_AM_SKILL_RULE_DTLS that only have valid values of 1 or 0, then these are treated as values of 0. For example if, if jtf_am_skill_rule_dtls.check_product_id is set to 5, this is programmatically equivalent to 0.
Additional Values Entered into 1/0 Columns for Table JTF_AM_SKILL_RULES
If values other than 1 or 0 are passed into columns in table JTF_AM_SKILL_RULES that only have valid values of 1 or 0, then the rule is treated as an invalid rule. For example, if jtf_am_skill_rules.product_id_passed is set to 5, Assignment Manager does not consider the rule at all.
A Rule is Entered into
If a rule detail is found in JTF_AM_SKILL_RULE_DTLS for which the values of check_product_id, check_category_id and check_problem_code are all set to 0 then no filtering occurs for this rule. This rule is considered to be non-existent.
This section contains skills-based filtering use cases in which a service request passes a combination of Product, Problem Code and Product Category values to Assignment Manager and Assignment Manager executes search steps based on those values. In the following table, X indicates that a value is specified for the corresponding Product, Problem Code, or Product Category in the search step. Each search step is explained in the subsequent text.
Skills | Combination 1 | Combination 2 | Combination 3 | Combination 4 | Combination 5 |
---|---|---|---|---|---|
Product Category | X | X | X | X | N/A |
Product | X | X | N/A | N/A | N/A |
Problem Code | X | N/A | X | N/A | X |
The following table contains the rules for Combination 1:
Skill | Combination 1 | Step 1 | Step 2 | Step 3 | Step 4 | Step 5 |
---|---|---|---|---|---|---|
Product Category | X | N/A | X | N/A | N/A | X |
Product | X | X | N/A | N/A | X | N/A |
Problem Code | X | X | X | X | N/A | N/A |
Combination 1 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 1 |
Document_type | SR |
Product_id_passed | 1 |
Category_id_passed | 1 |
Problem_code_passed | 1 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values | Values | Values | Values | Values |
---|---|---|---|---|---|
Detail_id | 1 | 2 | 3 | 4 | 5 |
Rank | 10 | 20 | 30 | 40 | 50 |
Rule_id | 1 | 1 | 1 | 1 | 1 |
Check_Product_Id | 1 | 0 | 0 | 1 | 0 |
Check_Category_id | 0 | 1 | 0 | 0 | 1 |
Check_Problem_code | 1 | 1 | 1 | 0 | 0 |
Check_Component_id | 0 | 0 | 0 | 0 | 0 |
Active_flag | Y | Y | Y | Y | Y |
With Combination 1, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
With Combination 1, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = 149, product_org_id = 204
Category_id = 1390
Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 60 |
R2 | 80 |
R4 | 0 |
R5 | 0 |
The following table contains the rules for Combination 2:
Skill | Combination 2 | Step 1 | Step 2 |
---|---|---|---|
Product Category | X | N/A | X |
Product | X | X | N/A |
Problem Code | N/A | N/A | N/A |
Combination 2 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 2 |
Document_type | SR |
Product_id_passed | 1 |
Category_id_passed | 1 |
Problem_code_passed | 0 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values | Values |
---|---|---|
Detail_id | 6 | 7 |
Rank | 10 | 20 |
Rule_id | 2 | 2 |
Check_Product_Id | 1 | 0 |
Check_Category_id | 0 | 1 |
Check_Problem_code | 0 | 0 |
Check_Component_id | 0 | 0 |
Active_flag | Y | Y |
With Combination 2, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | null | null | null | EE01 | null |
R2 | 3 | 149 | 204 | null | EE01 | null |
R3 | 4 | null | null | 1390 | EE01 | null |
R4 | 2 | 149 | 204 | null | null | null |
R5 | 3 | null | null | 1390 | null | null |
With Combination 2, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = 149, product_org_id = 204
Category_id = 1390
Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 0 |
R2 | 100 |
R3 | 0 |
R4 | 0 |
R5 | 80 |
The following table contains the rules for Combination 3:
Skill | Combination 3 | Step 1 | Step 2 | Step 3 |
---|---|---|---|---|
Product Category | X | X | N/A | X |
Product | N/A | N/A | N/A | N/A |
Problem Code | X | X | X | N/A |
Combination 3 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 3 |
Document_type | SR |
Product_id_passed | 0 |
Category_id_passed | 1 |
Problem_code_passed | 1 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 3 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values | Values | Values |
---|---|---|---|
Detail_id | 8 | 9 | 10 |
Rank | 10 | 20 | 30 |
Rule_id | 3 | 3 | 3 |
Check_Product_Id | 1 | 0 | 1 |
Check_Category_id | 0 | 0 | 0 |
Check_Problem_code | 1 | 1 | 0 |
Check_Component_id | 0 | 0 | 0 |
Active_flag | Y | Y | Y |
With Combination 3, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
R4 | 2 | 149 | 204 | N/A | N/A | N/A |
R5 | 3 | N/A | N/A | 1390 | N/A | N/A |
With Combination 3, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = 149, product_org_id = 204
Category_id = null
Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 60 |
R2 | 80 |
R3 | 0 |
R4 | 0 |
R5 | 0 |
The following table contains the rules for Combination 4:
Skill | Combination 4 | Step 1 | Step 2 |
---|---|---|---|
Product Category | X | N/A | X |
Product | N/A | N/A | N/A |
Problem Code | N/A | N/A | N/A |
Combination 4 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 4 |
Document_type | SR |
Product_id_passed | 0 |
Category_id_passed | 1 |
Problem_code_passed | 0 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 4 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values |
---|---|
Detail_id | 11 |
Rank | 10 |
Rule_id | 4 |
Check_Product_Id | 0 |
Check_Category_id | 1 |
Check_Problem_code | 0 |
Check_Component_id | 0 |
Active_flag | Y |
With Combination 4, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
R4 | 2 | 149 | 204 | N/A | N/A | N/A |
R5 | 3 | N/A | N/A | 1390 | N/A | N/A |
With Combination 4, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = null, product_org_id = null
Category_id = 1390
Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 0 |
R2 | 0 |
R3 | 0 |
R4 | 0 |
R5 | 80 |
The following table contains the rules for Combination 5:
Skill | Combination 5 | Step 1 |
---|---|---|
Product Category | N/A | N/A |
Product | N/A | N/A |
Problem Code | X | X |
Combination 5 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 5 |
Document_type | SR |
Product_id_passed | 0 |
Category_id_passed | 0 |
Problem_code_passed | 1 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 5 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values |
---|---|
Detail_id | 12 |
Rank | 10 |
Rule_id | 5 |
Check_Product_Id | 0 |
Check_Category_id | 0 |
Check_Problem_code | 1 |
Check_Component_id | 0 |
Active_flag | Y |
With Combination 5, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
R4 | 2 | 149 | 204 | N/A | N/A | N/A |
R5 | 3 | N/A | N/A | 1390 | N/A | N/A |
With Combination 5, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = null, product_org_id = null
Category_id = null
Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 60 |
R2 | 0 |
R3 | 0 |
R4 | 0 |
R5 | 0 |
This section contains skills-based filtering use cases in which a Task passes a combination of Product, Problem Code and Product category values to Assignment Manager and Assignment Manager executes search steps based on those values. In the following table, X indicates that a value is specified for the corresponding Product, Problem Code, or Product Category in the search step. Each search step is explained in the subsequent text.
Skill | Combination 1 | Combination 2 |
---|---|---|
Product Category | X | X |
Product | X | X |
Problem Code | X | N/A |
The following table contains the rules for Combination 1:
Skill | Combination 1 | Step 1 | Step 2 | Step 3 |
---|---|---|---|---|
Product Category | X | X | N/A | N/A |
Product | X | N/A | X | N/A |
Problem Code | X | N/A | N/A | X |
Combination 1 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 6 |
Document_type | TASK |
Product_id_passed | 1 |
Category_id_passed | 1 |
Problem_code_passed | 1 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values | Values | Values |
---|---|---|---|
Detail_id | 12 | 13 | 14 |
Rank | 10 | 20 | 30 |
Rule_id | 6 | 6 | 6 |
Check_Product_Id | 1 | 0 | 0 |
Check_Category_id | 0 | 1 | 0 |
Check_Problem_code | 0 | 0 | 1 |
Check_Component_id | 0 | 0 | 0 |
Active_flag | Y | Y | Y |
With Combination 1, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
R4 | 2 | 149 | 204 | N/A | N/A | N/A |
R5 | 3 | N/A | N/A | 1390 | N/A | N/A |
With Combination 1, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = 149, product_org_id = 204
Category_id = 1390
Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 60 |
R2 | 80 |
R3 | 0 |
R4 | 0 |
R5 | 80 |
The following table contains the rules for Combination 2:
Skill | Combination 2 | Step 1 | Step 2 | Step 3 |
---|---|---|---|---|
Product Category | X | X | N/A | N/A |
Product | X | N/A | X | X |
Problem Code | N/A | N/A | N/A | N/A |
Combination 2 contains the following data in table JTF_AM_SKILL_RULES:
Column Name | Values |
---|---|
Rule_id | 7 |
Document_type | TASK |
Product_id_passed | 1 |
Category_id_passed | 1 |
Problem_code_passed | 0 |
Component_id_passed | 0 |
Active_flag | Y |
Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:
Column Name | Values | Values |
---|---|---|
Detail_id | 15 | 16 |
Rank | 10 | 20 |
Rule_id | 7 | 7 |
Check_Product_Id | 1 | 0 |
Check_Category_id | 0 | 1 |
Check_Problem_code | 0 | 0 |
Check_Component_id | 0 | 0 |
Active_flag | Y | Y |
With Combination 2, Assignment Manager accesses the following resource skill data in table JTF_RS_RESOURCE_SKILLS:
Resource_ id | Skill_level_id | Product_ id | Product_org_id | Category_id | Problem_code | Component_id |
---|---|---|---|---|---|---|
R1 | 4 | N/A | N/A | N/A | EE01 | N/A |
R2 | 3 | 149 | 204 | N/A | EE01 | N/A |
R3 | 4 | N/A | N/A | 1390 | EE01 | N/A |
R4 | 2 | 149 | 204 | N/A | N/A | N/A |
R5 | 3 | N/A | N/A | 1390 | N/A | N/A |
With Combination 2, Assignment Manager accesses the following resource skill level data in table JTF_RS_SKILL_LEVELS_VL:
.
Skill_level_id | Skill_level |
---|---|
4 | 60 |
3 | 80 |
2 | 100 |
The service request passes the following values to Assignment Manager.
Product_id = 149, product_org_id = 204
Category_id = 1390
Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
R1
R2
R3
R4
R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled resources are returned with their skill level set to 0:
Resource_ id | Skill_level |
---|---|
R1 | 0 |
R2 | 80 |
R3 | 0 |
R4 | 0 |
R5 | 80 |
If no rules are defined for a given combination of product category, product and problem code values that the calling document passes to Assignment Manager then all qualified resources are returned without any filtering.
For the matching attributes problem code, product, and product category it is recommended that you use the Skills Bank to obtain the most qualified resources. Setting these matching attributes in territories is not advisable.
You can customize the Skills Bank search logic as required by modifying the seeded data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. When the data in these tables is customized for a particular product, the last_updated_by column should always be updated with the User_id value of the individual that modifies the data. Customized rows should not have values of 0 or 1 in the last_updated_by column, otherwise, if new patch is applied, the customized data will be lost.
The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the execution of Step 5 in Combination 1 of the Service Request examples:
UPDATE JTF_AM_SKILL_RULE_DTLS SET active_flag = 'N' , last_update_date = sysdate , last_updated_by = 100 , object_version_number = object_version_number + 1 WHERE detail_id = 5 /
Note: Text marked in bold will change depending on whether or not the rule is active.
The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the execution of Combination 2 of the Service Request examples:
UPDATE JTF_AM_SKILL_RULES SET active_flag = 'N' , last_update_date = sysdate , last_updated_by = 100 , object_version_number = object_version_number + 1 WHERE rule_id = 2 /
Note: Text marked in bold will change depending on whether or not the rule is active.
The following SQL statement inserts data in table JTF_AM_SKILL_RULE_DTLS to add a rule that searches for a resource rated for product and product category as the first step in Combination 2 of the Service Request examples:
INSERT INTO JTF_AM_SKILL_RULE_DTLS (DETAIL_ID, RULE_ID, RANK, CHECK_PRODUCT_ID, CHECK_CATEGORY_ID, CHECK_PROBLEM_CODE, CHECK_COMPONENT_ID, ACTIVE_FLAG, CREATED_BY, CREATION_DATE, OBJECT_VERSION_NUMBER) VALUES (DETAIL_ID, RULE_ID, RANK, CHECK_PRODUCT_ID, CHECK_CATEGORY_ID, CHECK_PROBLEM_CODE, CHECK_COMPONENT_ID, ACTIVE_FLAG, CREATED_BY, LAST_UPDATED_BY, CREATION_DATE, LAST_UPDATE_LOGIN, LAST_UPDATE_DATE, OBJECT_VERSION_NUMBER) VALUES (jtf_am_screen_setup_dtls_s.nextval, 2, 5, 1, 1, 0, 0, 'Y', user id , sysdate, user login id, user id, sysdate, 1) /
Note: Text marked in bold must be substituted with the user id and user login id
Assignment Manager ships with seeded data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. These tables are created in the JTF schema and store the rules for searching the Skills Bank. Data in these tables can be modified to activate new rules for the Skills Bank search.
The following table contains the seeded data stored in table JTF_AM_SKILL_RULES:
Columns | Row1 | Row2 | Row3 | Row4 | Row5 | Row6 |
---|---|---|---|---|---|---|
RULE_ID | 1 | 2 | 3 | 4 | 5 | 6 |
DOCUMENT_TYPE | SR | SR | SR | SR | SR | SR |
PRODUCT_ID_PASSED | 1 | 1 | 0 | 0 | 1 | 1 |
CATEGORY_ID_PASSED | 1 | 1 | 1 | 1 | 0 | 0 |
PROBLEM_CODE_PASSED | 1 | 0 | 1 | 0 | 1 | 0 |
COMPONENT_ID_PASSED | 0 | 0 | 0 | 0 | 0 | 0 |
ACTIVE_FLAG | Y | Y | Y | Y | Y | Y |
CREATED_BY | 1 | 1 | 1 | 1 | 1 | 1 |
CREATION_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 |
LAST_UPDATED_BY | 1 | 1 | 1 | 1 | 1 | 1 |
LAST_UPDATE_DATE | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 | 1-OCT-02 |
LAST_UPDATE_LOGIN | 1 | 1 | 1 | 1 | 1 | 1 |
OBJECT_VERSION_NUMBER | 1 | 1 | 1 | 1 | 1 | 1 |
The following table contains the seeded data stored in table JTF_AM_SKILL_RULE_DTLS:
Columns | DETAIL_ID | RULE_ID | RANK | CHECK_PRODUCT_ID | CHECK_CATEGORY_ID | CHECK_PROBLEM_CODE | ACTIVE_FLAG |
---|---|---|---|---|---|---|---|
1 | 1 | 1 | 10 | 1 | 0 | 1 | Y |
2 | 2 | 1 | 20 | 0 | 1 | 1 | Y |
3 | 3 | 1 | 30 | 0 | 0 | 1 | Y |
4 | 4 | 1 | 40 | 1 | 0 | 0 | Y |
5 | 5 | 1 | 50 | 0 | 1 | 0 | Y |
6 | 6 | 2 | 10 | 1 | 0 | 0 | Y |
7 | 7 | 2 | 20 | 0 | 1 | 0 | Y |
8 | 8 | 3 | 10 | 0 | 1 | 1 | Y |
9 | 9 | 3 | 20 | 0 | 0 | 1 | Y |
10 | 10 | 3 | 30 | 0 | 1 | 0 | Y |
11 | 11 | 4 | 10 | 0 | 1 | 0 | Y |
12 | 12 | 5 | 10 | 0 | 0 | 1 | Y |
13 | 13 | 6 | 10 | 1 | 0 | 0 | Y |
The standard Who columns and the check_component_id of the table JTF_AM_SKILL_RULE_DTLS contains the following data for all rows:
Columns | Row1 |
---|---|
CHECK_COMPONENT_ID | 0 |
CREATED_BY | 1 |
CREATION_DATE | 1-OCT-02 |
LAST_UPDATED_BY | 1 |
LAST_UPDATE_DATE | 1-OCT-02 |
LAST_UPDATE_LOGIN | 1 |
OBJECT_VERSION_NUMBER | 1 |
The Assignment Manager self-testing framework provides relevant parties such as support analysts and quality assurance engineers with a method for testing Assignment Manager that does not require input from calling documents. Normally, Assignment Manager fetches and displays a list of resources based on parameter values passed by a calling document such as a service request, task, or escalation. With the self-testing Framework, data from calling documents can be simulating for testing purposes.
The Assignment Manager Test Form is a tool that simulates the process of invoking Assignment Manager from a service request, using either the service request header or the Task tab, and a task. To accomplish this, the parameters and record groups that require assigned values before calling Assignment Manager are exposed.
The Assignment Manager Test Form enables you to choose the following document types from the Document Type menu:
Service Request
Service Request and Task
Task
Escalations
Depot Repair
The form opens with a default option of Service Request.
Assignment Manager Test Form fields contain color coded labels that are explained in a legend on the screen. Red labels indicated hidden fields and blue labels indicate fields that are no longer used as a qualifier to select a resource.
Perform the following to set up the Assignment Manager Test Form:
Log in to Oracle Applications with Application Developer responsibility.
Navigate to the Application menu.
Perform a menu query for CRM Administrator Main Menu.
Scroll down to the Test Assignment Manager entry. No prompts are entered for this entry and the function for the entry will is Test Assignment Manager. Enter the value Test Assignment Manager for the prompt and save the changes.
Change to the CRM Administrator responsibility. The Test Assignment Manager option is now available for this responsibility.
This section describes how the Service Request, Service Request and Task, and Task document types behave in the Assignment Manager Test Form.
When Service Request is selected the Assignment Manager Test Form screen exposes the Service Request Qualifiers and the field labels display the labels from the Service Request screen. The qualifier values that are generated by base table values are associated with lists of values (LOVs). The qualifiers display the actual value that is passed to the record type. This value can either be selected from LOVs or entered directly by the user. The layout of this screen maps with the Service Request form regions. The block labels map to the tabs in the Service Request form.
When Service Request and Task is selected the Assignment Manager Test Form screen exposes the Service Request Qualifiers that are to be populated when a user invokes Assignment Manager from the Task tab of the Service Request form. The qualifier values that are generated by base table values are associated with lists of values (LOVs). The qualifiers display the actual value that is passed to the record type. This value can either be selected from LOVs or entered directly by the user. The layout of this screen maps with the Service Request form regions. The block labels map to the tabs in the Service Request form.
When a Task is selected, only the parameters are populated in the Assignment Manager Test Form screen. Parameters are described in the Parameters section.
You can populate the parameters for a service request, service request task, or task by clicking the Parameters button and entering the required information in the Parameters window.
The labels of each field denote the actual name of the parameters in the Assignment Manager UI. When the AM_CALLING_DOC_TYPE is set to SR, the calling document types are Service Request and Service Request and Tasks. When it is set to TASK, the calling document is a task. For details about values to be set for the parameters please refer to the Assignment Manager Integration Document.
After you set the parameters and qualifiers, you can invoke the Assignment Manager UI by clicking the Get Assigned Resource button. The AM UI is referenced in the same manner as the calling documents that reference it. Once the resource is selected in the Assignment Manager UI, click OK and the selected resource will be fetched back to the test form. All the values of the returning record type are displayed in the Returned Resource block.
In this example, a tester such as a support analyst or quality assurance engineer uses the self-testing framework to determine whether or not Assignment Manager is working correctly.
The tester creates the following setup in Contracts, Installed Base, and Territories and then runs the territories concurrent program for Service Request.
Customer | Preferred Engineer |
---|---|
AMC Consultants | John Dunne |
Product | Preferred Resource |
---|---|
White Computer | A Smith |
Matching Attribute Type | Resources |
---|---|
Service Request Severity = Urgent | Will Carry |
Service Request Severity = Urgent | ABC Group |
Next, the tester creates a Service request (SR id 12345) with the following information:
Contract for AMC Consultants
Product identified as White Computer
Service Request type = Urgent
The tester then opens the test form from Applications and performs the following:
Select Service Request in the Document type field.
Select the Service Request Id and Service Request Type in the Qualifiers list.
Click the Parameters button and check the Installed Base, Contracts and Territories check boxes.
Close the Parameters window by clicking OK
Click on the Get Assigned Resource button to launch the Assignment Manger UI.
If only the Contracts checkbox is selected then Assignment Manger searches and retrieves John Dunne.
If only the Installed Base checkbox is selected then Assignment Manger searches and retrieves A Smith.
If only the Territory checkbox is selected then Assignment Manger searches and retrieves Will Carry and ABC Group.
If the resources are retrieved as expected then the tester concludes that Assignment Manager works correctly.
Assignment Manager provides support for excluded resources in the assignment process for service requests, service request tasks, and tasks. Installed Base uses this feature to maintain a list of excluded contacts in addition to preferred ones that are associated with a party. Contracts uses this feature to track excluded resources in the task assignment process. Assignment Manager extracts information from these applications and filters it to exclude the appropriate resources from being dispatched for an assignment.
Assignment Manager filters excluded resources from Installed Base and Contracts based on information provided by each application and optionally applies it to the list of territory qualified resources. The Assignment Manager UI contains an attribute that optionally displays the option to exclude resources. This functionality is displayed by default.
When Installed Base marks an excluded resource as E, the Preferred_flag attribute of the Installed Base Contact contains the following possible values:
Y. This value indicates that the contact is a preferred contact for the specified party.
N or NULL. This is the default value and indicates that the contat is a 'Non-Preferred' contact.
E. This value indicates that the contact is an Excluded contact for the specified party.
Contacts in Installed Base may be marked as:
Preferred
If a contact has the Preferred_flag set to Y, then the resource is treated as an Installed Base Preferred Resource. Assignment Manager subsequently returns the resource as an Installed Base Preferred Engineer.
Preferred and Primary
If a contact has the Preferred_flag set to Y and Primary_Flag set to Y, the resource is treated as an Installed Base Preferred Engineer who is also a Primary Contact. Assignment Manager subsequently returns the resource as an Installed Base Preferred Engineer and the Primary Flag displays Yes in the User Interface.
Primary
Contacts marked as Primary are not fetched by Assignment Manager.
Excluded
Excluded Resources are applied as a filter on the list of resources available for assignment by Assignment Manager which uses the filter if the Filter Excluded Resources checkbox is selected.
The Contracts Entitlements APIs communicate the resource type, resource names and classification, through the Contracts Entitlements process. Contracts can mark resources as preferred and excluded.
Preferred
If in a contract, a resource is classified as Preferred, the resource is treated as a Contracts Preferred Resource and is returned by Assignment Manager. If the resource is marked as Primary, then Assignment Manager displays that information in the user interface. Contracts resources of Type = Preferred Engineer and Resource Groups are considered returned to Assignment Manager.
Excluded
A contract resource classified as Excluded is applied as a filter on the list of resources available for assignment by Assignment Manager. The filter is applicable if the Filter Excluded Resources checkbox is selected. Contracts resources of Type = Preferred Engineer and Resource Groups that are marked as excluded are returned to Assignment Manager as excluded resources.
The following is the process flow with which Assignment Manager filters excluded resources.
A service request, service request task, or task document calls Assignment Manager.
Assignment Manager obtains a list of resources from Installed Base, Contracts, or Territories.
Assignment Manager obtains a list of excluded resources from Installed Base and Contracts.
Assignment Manager filters the excluded resources if the user has selected the Filter Excluded Resources check box in the Assignment Manager user interface.
Note: Resources that have been excluded in one application such as Installed Base or Contracts will be filtered out from the list of Preferred Resources in the other. In such cases, a resource that has been excluded in Installed Base or Contracts will be filtered out in the Assignment Process. As a result, a resource that qualifies as a Preferred Contracts Engineer may be filtered out as an excluded Installed Base contact and a preferred Installed Base contact can be filtered out as excluded Contract preferred engineer.
This feature contains the following business rules:
Excluded Resource for Contracts is considered to be in the Assisted Mode, when the Contracts and the Filter Excluded Resources check boxes are both selected.
Excluded Resource for Installed Base is considered to be in the Assisted Mode, when the Installed Base and the Filter Excluded Resources check boxes are both selected.
Excluded Resources from Contracts will be filtered from:
Contracts Preferred Engineers
Installed Base Preferred Resource
Territory Qualified Resource
Excluded Resources from IB will be filtered from:
Contracts Preferred Engineers
Installed Base Preferred Resource
Territory Qualified Resource
In the Unassisted Mode of the Assignment Manager user interface, excluded resources are not filtered. If an excluded resource is selected for assignment from the list of Resources, the user receives a warning that a Contract or Installed Base Excluded resource has been selected.
The Assignment Manager user interface enables users to filter excluded resources.
Filter Excluded Resource Parameter
The Assignment Manager user interface contains a new parameter, AM_FILTER_EXCLUDED_RESOURCE. The calling module can set the value of the parameter to Y or N.
Assisted Mode
In assisted mode the "Selection Criteria" region contains a check box labeled 'Filter Excluded Resource'. The value set for the parameter AM_FILTER_EXCLUDED_RESOURCE isused to select (=Y) or remove the selection (=N) for this checkbox. If the checkbox is selected, then the Excluded Resources is filtered from the list of Preferred or Qualified Resources based on the business rules for this feature.
Unassisted Mode
In unassisted mode, the Excluded Resources is not filtered. If an excluded resource is selected for assignment from the list of resources, the user receives a warning to this effect.
If the check box for Exclude Resources is NOT selected, then Assignment Manager behavior remains unchanged and it does not filter excluded resources. The specification of the API JTF_ASSIGN_PUB.GET_ASSIGN_RESOURCES includes a new parameter. Because the default value of the parameter is set to N, Assignment Manager does not filter the excluded resources if the calling module does not pass the parameter.
Assignment Manager publishes a business event for assignments generated by applications using the Oracle Workflow Business Event System. When Assignment Manager is called by a service request document, it fetches a resource list. Assignment Manager then publishes resources that it fetches from the list and relevant context information. Applications that subsequently subscribe to this event can modify its content based on the context information and fetched resources, or by plugging in their own custom logic.
The Oracle Workflow Business Event System is an application service that leverages the Oracle Advanced Queuing (AQ) infrastructure to communicate business events between systems. The Business Event System consists of the Event Manager and workflow process event activities.
The Event Manager contains a registry of business events, systems, named communication agents within those systems, and subscriptions indicating that an event is significant to a particular system. Events can be raised locally or received from an external system or the local system through AQ. When a local event occurs, the subscribing code is executed in the same transaction as the code that raised the event, unless the subscriptions are deferred.
Assignment Manager raises events when it is called from application documents.
Name | Status | Display Name | Description | Owner Name | Owner Tag |
---|---|---|---|---|---|
Oracle.apps.jtf.jasg.sr.assign | Enabled | Assignment Manager is called for document_type SR | Assignment for Service Request or Service Request task. | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.task.assign | Enabled | Assignment Manager is called for document type TASK | Assignment for task | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.esc.assign | Enabled | Assignment Manager is called for document type ESC | Assignment for escalations | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.def.assign | Enabled | Assignment Manager is called for document type DEF | Assignment for defects | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.acc.assign | Enabled | Assignment Manager is called for document type ACC | Assignment for accounts | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.oppr.assign | Enabled | Assignment Manager is called for document type OPPR | Assignment for opportunities | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.lead.assign | Enabled | Assignment Manager is called for document type LEAD | Assignment for leads | ATG Assignment Manager | JTF |
Oracle.apps.jtf.jasg.dr.assign | Enabled | Assignment Manager is called for document type DR | Assignment for Depot Repair tasks | ATG Assignment Manager | JTF |
The following events occur in sequence to publish and subscribe to an Assignment Manager business event.
Assignment Manager is called from a document.
Assignment Manager executes the process for obtaining preferred and qualified resources.
Assignment Manager raises the business event that relates to the document.
Other applications subscribe to the business event and process their subscriptions.
The applications return a list of resource to the Assignment Manager user interface. If they are calling the Assignment Manager API, then the list of resources are returned to the calling document.
Assignment Manager returns the newly processed values to the calling module.
The following parameters are passed to the event Oracle.apps.jtf.jasg.sr.assign:
Parameter | Description |
---|---|
SERVICE_REQUEST_ID | The Service Request ID |
CONTRACT_ID | The contract ID |
CUSTOMER_PRODUCT_ID | The customer product ID |
TASK_ID | The task ID |
PARTY_ID | The party ID |
COUNTRY | The country |
PARTY_SITE_ID | The party site ID |
CITY | The city |
POSTAL_CODE | The postal code |
STATE | The state |
AREA_CODE | The area code |
COUNTY | The country |
COMP_NAME_RANGE | The comp name range |
PROVINCE | The province |
TASK_TYPE_ID | The task type ID |
TASK_STATUS_ID | The task status ID |
TASK_PRIORITY_ID | The task priority ID |
INCIDENT_SEVERITY_ID | The incident severity ID |
INCIDENT_URGENCY_ID | The incident urgency ID |
PROBLEM_CODE | The problem code |
INCIDENT_STATUS_ID | The incident status ID |
PLATFORM_ID | The platform ID |
SUPPORT_SITE_ID | The support site ID |
CUSTOMER_SITE_ID | The customer site ID |
SR_CREATION_CHANNEL | The Service Request creation channel |
INVENTORY_ITEM_ID | The inventory item ID |
SQUAL_NUM12 | Inventory item ID/Service Request platform |
SQUAL_NUM13 | Oraganization ID/Service Request Platform |
SQUAL_NUM14 | Category ID/Service Request Product |
SQUAL_NUM15 | Inventory Item ID/Service Request Product |
QUAL_NUM16 | Organization ID/Service Request Product |
SQUAL_NUM17 | Service Request Group Owner |
SQUAL_NUM18 | Contract Support Service Item |
SQUAL_NUM19 | Organization ID |
SQUAL_CHAR11 | VIP Customers |
SQUAL_CHAR13 | Service Request customer contact preference |
SQUAL_CHAR20 | Service Request language ID for Territories Requirement |
SQUAL_CHAR21 | Service Request Service Contract Coverage |
In this example a Service Request Task calls Assignment Manager and Assignment Manager subsequently raises a business event after first meeting the following conditions:
Priority = High(2),
Resource_id = 100001733,
Resource_Type = RS_EMPLOYEE
Resource_Name = Bond, James
Steps:
Create a Service Request with Contract_Number: 5412.
Create a Service Request Task "Fix Customer desktop", with task Priority = High.
The Assignment Manager UI is invoked. Click Search.
When Assignment Manager completes its process, table JTF_ASSIGN_PUB. G_assign_resources_tbl contains the following resources:
Rec # | Resource_id | Resource_type | Terr_id |
---|---|---|---|
1. | 21 | RS_EMPLOYEE | 1001 |
2. | 5 | RS_GROUP | 1001 |
Assignment Manager raises the event Event Oracle.apps.jtf.jasg.sr.assign. The event is populated with the following values:
Parameter Name | Value |
---|---|
SERVICE_REQUEST_ID | 12999 |
CONTRACT_ID | 278644021571490173160763359807470948045 |
CUSTOMER_PRODUCT_ID | null |
TASK_ID | 4561 |
PARTY_ID | 4429 |
COUNTRY | Null |
PARTY_SITE_ID | Null |
CITY | Null |
POSTAL_CODE | Null |
STATE | Null |
AREA_CODE | Null |
COUNTY | Null |
COMP_NAME_RANGE | Null |
PROVINCE | Null |
TASK_TYPE_ID | 3 |
TASK_STATUS_ID | 2 |
TASK_PRIORITY_ID | 2 |
INCIDENT_SEVERITY_ID | 2 |
INCIDENT_URGENCY_ID | 6 |
PROBLEM_CODE | HDWR |
INCIDENT_STATUS_ID | 9 |
PLATFORM_ID | Null |
SUPPORT_SITE_ID | Null |
CUSTOMER_SITE_ID | Null |
SR_CREATION_CHANNEL | Null |
INVENTORY_ITEM_ID | Null |
SQUAL_NUM12 | Null |
SQUAL_NUM13 | Null |
SQUAL_NUM14 | Null |
SQUAL_NUM15 | Null |
SQUAL_NUM16 | Null |
SQUAL_NUM17 | Null |
SQUAL_NUM18 | Null |
SQUAL_NUM19 | Null |
SQUAL_CHAR11 | Null |
SQUAL_CHAR13 | Null |
SQUAL_CHAR20 | Null |
SQUAL_CHAR21 | Null |
The function Add_Resource is executed and adds resources to JTF_ASSIGN_PUB. G_assign_resources_tbl.
Assignment Manager provides the calling application with the following resources
Rec # | Resource_id | Resource_type | Terr_id |
---|---|---|---|
1. | 21 | RS_EMPLOYEE | 1001 |
2. | 5 | RS_GROUP | 1001 |
3. | 100001733 | RS_EMPLOYEE |
The following parameters are passed to the event Oracle.apps.jtf.jasg.task.assign:
Parameter | Description |
---|---|
TASK_ID | The Task ID |
BUSINESS_PROCESS_ID | The business process ID |
BUSINESS_PROCESS_DATE | The date for the business process |
CONTRACT_ID | The contract ID |
CUSTOMER_PRODUCT_ID | The customer product ID |
CATEGORY_ID | The category ID |
The following parameters are passed to the event Oracle.apps.jtf.jasg.esc.assign:
Parameter | Description |
---|---|
SOURCE_OBJECT_ID | |
SOURCE_OBJECT_TYPE | |
BUSINESS_PROCESS_ID | The business process ID |
BUSINESS_PROCESS_DATE | The date for the business process |
The following parameters are passed to the event Oracle.apps.jtf.jasg.def.assign:
Parameter | Description |
---|---|
CONTRACT_ID | The contract ID |
CUSTOMER_PRODUCT_ID | The customer product ID |
CATEGORY_ID | The category ID |
BUSINESS_PROCESS_ID | The business process ID |
BUSINESS_PROCESS_DATE | The date for the business process |
SQUAL_CHAR01 | |
SQUAL_CHAR02 | |
SQUAL_CHAR03 | |
SQUAL_CHAR04 | |
SQUAL_CHAR05 | |
SQUAL_CHAR06 | |
SQUAL_CHAR07 | |
SQUAL_CHAR08 | |
SQUAL_CHAR09 | |
SQUAL_CHAR10 | |
SQUAL_CHAR11 | |
SQUAL_CHAR12 | |
SQUAL_CHAR13 | |
SQUAL_CHAR14 | |
SQUAL_CHAR15 | |
SQUAL_CHAR16 | |
SQUAL_CHAR17 | |
SQUAL_CHAR18 | |
SQUAL_CHAR19 | |
SQUAL_CHAR20 | |
SQUAL_CHAR21 | |
SQUAL_CHAR22 | |
SQUAL_CHAR23 | |
SQUAL_CHAR24 | |
SQUAL_CHAR25 | |
SQUAL_NUM01 | |
SQUAL_NUM02 | |
SQUAL_NUM03 | |
SQUAL_NUM04 | |
SQUAL_NUM05 | |
SQUAL_NUM06 | |
SQUAL_NUM07 | |
SQUAL_NUM08 | |
SQUAL_NUM09 | |
SQUAL_NUM10 | |
SQUAL_NUM11 | |
SQUAL_NUM12 | |
SQUAL_NUM13 | |
SQUAL_NUM14 | |
SQUAL_NUM15 | |
SQUAL_NUM16 | |
SQUAL_NUM17 | |
SQUAL_NUM18 | |
SQUAL_NUM19 | |
SQUAL_NUM20 | |
SQUAL_NUM21 | |
SQUAL_NUM22 | |
SQUAL_NUM23 | |
SQUAL_NUM24 | |
SQUAL_NUM25 | |
ATTRIBUTE1 | |
ATTRIBUTE2 | |
ATTRIBUTE3 | |
ATTRIBUTE4 | |
ATTRIBUTE5 | |
ATTRIBUTE6 | |
ATTRIBUTE7 | |
ATTRIBUTE8 | |
ATTRIBUTE9 | |
ATTRIBUTE10 | |
ATTRIBUTE11 | |
ATTRIBUTE12 | |
ATTRIBUTE13 | |
ATTRIBUTE14 | |
ATTRIBUTE15 |
The following parameters are passed to the event Oracle.apps.jtf.jasg.acc.assign:
Parameter | Description |
---|---|
CITY | The city |
POSTAL_CODE | The postal code |
STATE | The state |
PROVINCE | The province |
COUNTY | The country |
COUNTRY | The country |
INTEREST_TYPE_ID | The interest type |
PRIMARY_INTEREST_ID | The primary interest |
CONTACT_PRIMARY_INTEREST_ID | |
CONTACT_SECONDARY_INTEREST_ID | |
PARTY_SITE_ID | The party site ID |
AREA_CODE | The area code |
PARTY_ID | The party ID |
COMP_NAME_RANGE | The comp name range |
PARTNER_ID | The partner ID |
NUM_OF_EMPLOYEES | The number of employees |
CATEGORY_CODE | The category code |
PARTY_RELATIONSHIP_ID | The party relationship ID |
SIC_CODE | |
ATTRIBUTE1 | |
ATTRIBUTE2 | |
ATTRIBUTE3 | |
ATTRIBUTE4 | |
ATTRIBUTE5 | |
ATTRIBUTE6 | |
ATTRIBUTE7 | |
ATTRIBUTE8 | |
ATTRIBUTE9 | |
ATTRIBUTE10 | |
ATTRIBUTE11 | |
ATTRIBUTE12 | |
ATTRIBUTE13 | |
ATTRIBUTE14 | |
ATTRIBUTE15 | |
ORG_ID | |
BUSINESS_PROCESS_ID | |
BUSINESS_PROCESS_DATE |
The following parameters are passed to the event Oracle.apps.jtf.jasg.oppr.assign:
Parameter | Description |
---|---|
LEAD_ID | |
LEAD_LINE_ID | |
CITY | The city |
POSTAL_CODE | The postal code |
STATE | The state |
PROVINCE | The province |
COUNTY | The country |
COUNTRY | The country |
INTEREST_TYPE_ID | The interest type |
PRIMARY_INTEREST_ID | The primary interest |
SECONDARY_INTEREST_ID | The secondary interest |
CONTACT_INTEREST_TYPE_ID | |
CONTACT_PRIMARY_INTEREST_ID | |
CONTACT_SECONDARY_INTEREST_ID | |
PARTY_SITE_ID | The party site ID |
AREA_CODE | The area code |
PARTY_ID | The party ID |
COMP_NAME_RANGE | The comp name range |
PARTNER_ID | The partner ID |
NUM_OF_EMPLOYEES | The number of employees |
CATEGORY_CODE | The category code |
PARTY_RELATIONSHIP_ID | The party relationship ID |
SIC_CODE | |
TARGET_SEGMENT_CURRENT | |
TOTAL_AMOUNT | |
CURRENCY_CODE | |
PRICING_DATE | |
CHANNEL_CODE | |
INVENTORY_ITEM_ID | |
OPP_INTEREST_TYPE_ID | |
OPP_PRIMARY_INTEREST_ID | |
OPP_SECONDARY_INTEREST_ID | |
OPCLSS_INTEREST_TYPE_ID | |
OPCLSS_PRIMARY_INTEREST_ID | |
OPCLSS_SECONDARY_INTEREST_ID | |
ATTRIBUTE1 | |
ATTRIBUTE2 | |
ATTRIBUTE3 | |
ATTRIBUTE4 | |
ATTRIBUTE5 | |
ATTRIBUTE6 | |
ATTRIBUTE7 | |
ATTRIBUTE8 | |
ATTRIBUTE9 | |
ATTRIBUTE10 | |
ATTRIBUTE11 | |
ATTRIBUTE12 | |
ATTRIBUTE13 | |
ATTRIBUTE14 | |
ATTRIBUTE15 | |
ORG_ID | |
BUSINESS_PROCESS_ID | |
BUSINESS_PROCESS_DATE |
The following parameters are passed to the event Oracle.apps.jtf.jasg.lead.assign:
Parameter | Description |
---|---|
SALES_LEAD_ID | |
SALES_LEAD_LINE_ID | |
CITY | The city |
POSTAL_CODE | The postal code |
STATE | The state |
PROVINCE | The province |
COUNTY | The country |
COUNTRY | The country |
INTEREST_TYPE_ID | The interest type |
PRIMARY_INTEREST_ID | The primary interest |
SECONDARY_INTEREST_ID | The secondary interest |
CONTACT_INTEREST_TYPE_ID | |
CONTACT_PRIMARY_INTEREST_ID | |
CONTACT_SECONDARY_INTEREST_ID | |
PARTY_SITE_ID | The party site ID |
AREA_CODE | The area code |
PARTY_ID | The party ID |
COMP_NAME_RANGE | The comp name range |
PARTNER_ID | The partner ID |
NUM_OF_EMPLOYEES | The number of employees |
CATEGORY_CODE | The category code |
PARTY_RELATIONSHIP_ID | The party relationship ID |
SIC_CODE | |
BUDGET_AMOUNT | |
CURRENCY_CODE | |
PRICING_DATE | |
SOURCE_PROMOTION_ID | |
INVENTORY_ITEM_ID | |
LEAD_INTEREST_TYPE_ID | |
LEAD_PRIMARY_INTEREST_ID | |
LEAD_SECONDARY_INTEREST_ID | |
PURCHASE_AMOUNT | |
ATTRIBUTE1 | |
ATTRIBUTE2 | |
ATTRIBUTE3 | |
ATTRIBUTE4 | |
ATTRIBUTE5 | |
ATTRIBUTE6 | |
ATTRIBUTE7 | |
ATTRIBUTE8 | |
ATTRIBUTE9 | |
ATTRIBUTE10 | |
ATTRIBUTE11 | |
ATTRIBUTE12 | |
ATTRIBUTE13 | |
ATTRIBUTE14 | |
ATTRIBUTE15 | |
ORG_ID | |
SQUAL_NUM01 | |
SQUAL_NUM06 | |
CAR_CURRENCY_CODE | |
BUSINESS_PROCESS_ID | |
BUSINESS_PROCESS_DATE |
The following parameters are passed to the event Oracle.apps.jtf.jasg.dr.assign:
Parameter | Description |
---|---|
TASK_ID | The task ID |
SERVICE_REQUEST_ID | The Service Request ID |
CONTRACT_ID | The contract ID |
CUSTOMER_PRODUCT_ID | The customer product ID |
CATEGORY_ID | |
INVENTORY_ITEM_ID | The inventory item ID |
INVENTORY_ORG_ID | |
BUSINESS_PROCESS_ID | |
BUSINESS_PROCESS_DATE | |
PARTY_ID | The party ID |
COUNTRY | The country |
PARTY_SITE_ID | The party site ID |
CITY | The city |
POSTAL_CODE | The postal code |
STATE | The state |
AREA_CODE | The area code |
COUNTY | The country |
COMP_NAME_RANGE | The company name range |
PROVINCE | The province |
TASK_TYPE_ID | The task type ID |
TASK_STATUS_ID | The task status ID |
TASK_PRIORITY_ID | The task priority ID |
INCIDENT_SEVERITY_ID | The incident severity ID |
INCIDENT_URGENCY_ID | The incident urgency ID |
PROBLEM_CODE | The problem code |
INCIDENT_STATUS_ID | The incident status ID |
PLATFORM_ID | The platform ID |
SUPPORT_SITE_ID | The support site ID |
CUSTOMER_SITE_ID | The customer site ID |
SR_CREATION_CHANNEL | The Service Request creation channel |
ATTRIBUTE1 | |
ATTRIBUTE2 | |
ATTRIBUTE3 | |
ATTRIBUTE4 | |
ATTRIBUTE5 | |
ATTRIBUTE6 | |
ATTRIBUTE7 | |
ATTRIBUTE8 | |
ATTRIBUTE9 | |
ATTRIBUTE10 | |
ATTRIBUTE11 | |
ATTRIBUTE12 | |
ATTRIBUTE13 | |
ATTRIBUTE14 | |
ATTRIBUTE15 | |
INVENTORY_ITEM_ID | |
SQUAL_NUM12 | Inventory item ID/Service Request platform |
SQUAL_NUM13 | Oraganization ID/Service Request Platform |
SQUAL_NUM14 | Category ID/Service Request Product |
SQUAL_NUM15 | Inventory Item ID/Service Request Product |
QUAL_NUM16 | Organization ID/Service Request Product |
SQUAL_NUM17 | Service Request Group Owner |
SQUAL_NUM18 | Inventory Item ID/Contract Support Service Item |
SQUAL_NUM19 | Organization ID/Contract Support Service Item |
SQUAL_CHAR11 | VIP Customers |
SQUAL_CHAR13 | Service Request customer contact preference |
SQUAL_CHAR20 | Service Request language ID for Territories Requirement |
SQUAL_CHAR21 | Service Request Service Contract Coverage |
If there are no subscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign, or if the subscription is disabled, then Assignment Manager does not alter its processing. This functionality does not alter calls made to the Assignment Manage API or user interface.
Assignment Manager provides a plug-in facility that enables organizations to supplement the predefined logic that Assignment Manager uses to return preferred or qualified resources to calling modules. This enables organizations to extend, and customize Assignment Manager for specific routing and assignment requirements. Assignment Manager accomplishes this by publishing business events for the assignment process. These events are defined in the Oracle Workflow Event Manager and are raised from the Assignment Manager API for the Service Request (SR) document type. Subscriptions to these events may perform the custom processing logic. The Assignment Manager API subsequently returns a PL/SQL table of resources to the UI or to the calling module.
The Publishing Assignment Manager Business Events section contains most of the required Workflow background information for this feature, however, it is useful to know the additional terminology in this section.
WF_PARAMETER_LIST_T
Oracle Workflow uses the named varying array (varray) WF_PARAMETER_LIST_T to store a list of parameters in a form that can be included in an event message. WF_PARAMETER_LIST_T enables custom values to be added to the WF_EVENT_T event message object. The WF_PARAMETER_LIST_T datatype can include up to 100 parameter name and value pairs.
WF_ EVENT _T
WF_EVENT_T defines the event message structure that the Business Event System and the Workflow Engine use to represent a business event. Internally, the Business Event System and the Workflow Engine can only communicate events in this format. This datatype contains all the header properties of an event message as well as the event data payload, in a serialized form that is suitable for transmission outside the system.
The following rules apply to the successful operation of this feature:
The PL/SQL table of resources is available as a global parameter to the function/procedure that is subscribed to the event.
More resources may be added to this table based on the customized logic.
Resources may be removed from the PL/SQL table.
The overall list of resources are subsequently returned to the Assignment Manage UI or calling module.
The subscription to the workflow event must have a phase < 100. This ensures immediate execution of the subscription.
If an error is raised by a subscription, the error message is stacked but the Assignment Manager API does not error out.
If any one of the subscriptions fail, Assignment Manager does not uptake any changes by other subscriptions. Instead, the Assignment Manager API returns the table of resources that were obtained before raising the business event.
Commit and Rollback ARE NOT allowed in subscriptions.
The function that is subscribed to the event requires the following parameters:
p_subscription_grid in raw
p_event in out wf_event_t
Please see the Assignment Manager Events section for a description of this function.
For cases in which the Service Request Task has a Priority = High(2), the Service Online team wants to plug in a specific resource with the following parameters:
Parameter | Value |
---|---|
Resource_id | 100001733 |
Resource_Type | RS_EMPLOYEE |
Resource_Name | Bond, James |
Function Add_Resource is subscribed to event "Oracle.apps.jtf.jasg.sr.assign".
The following is sample code for the Add_Resource function:
Create Or Replace FUNCTION JASG_AM_ASSIGN_RESOURCE (p_subscription_guid in raw, p_event in out nocopy wf_event_t) return varchar2 IS l_event_key varchar2(240) := p_event.GetEventKey(); l_event_name varchar2(240) := p_event.GetEventName(); i NUMBER := 0; l_task_priority_id NUMBER; BEGIN -- Get the task priorty id from the p_event in parameter l_task_priority_id := p_event.GetValueForParameter('TASK_PRIORITY_ID'); if(jtf_assign_pub.g_assign_resources_tbl.count > 0) then i := jtf_assign_pub.g_assign_resources_tbl.last + 1; else i := 0; end if; If(l_task_priority_id = 2) -- if task priority is High then add the resource to the global pl/sql table THEN jtf_assign_pub.g_assign_resources_tbl(i).resource_id := 100001733; jtf_assign_pub.g_assign_resources_tbl(i).resource_type := 'RS_EMPLOYEE'; END IF; return 'SUCCESS'; Exception when others then WF_CORE.CONTEXT('JASG_AM_ASSIGN_RESOURCE', p_event.getEventName( ), p_subscription_guid); WF_EVENT.setErrorInfo(p_event, 'ERROR'); return('ERROR'); END JASG_AM_ASSIGN_RESOURCE;
Following is the list of steps for this example.
A Service Request is created with Contract_Number: "5412"
A Service Request Task "Fix Customer desktop" is created with task Priority = "High".
The Assignment Manager UI is invoked and 'Search' button pressed.
Assignment Manager completes its normal flow and populates table JTF_ASSIGN_PUB. G_assign_resources_tbl with the following values:
Rec # | Resource_id | Resource_type | Terr_id |
---|---|---|---|
1. | 21 | RS_EMPLOYEE | 1001 |
2. | 5 | RS_GROUP | 1001 |
Assignment Manager raises the event "Oracle.apps.jtf.jasg.sr.assign" which receives the following values:
Parameter Name | Value |
---|---|
SERVICE_REQUEST_ID | 12999 |
CONTRACT_ID | 278644021571490173160763359807470948045 |
CUSTOMER_PRODUCT_ID | null |
TASK_ID | 4561 |
PARTY_ID | 4429 |
COUNTRY | Null |
PARTY_SITE_ID | Null |
CITY | Null |
POSTAL_CODE | Null |
STATE | Null |
AREA_CODE | Null |
COUNTY | Null |
COMP_NAME_RANGE | Null |
PROVINCE | Null |
TASK_TYPE_ID | 3 |
TASK_STATUS_ID | 2 |
TASK_PRIORITY_ID | 2 |
INCIDENT_SEVERITY_ID | 2 |
INCIDENT_URGENCY_ID | 6 |
PROBLEM_CODE | HDWR |
INCIDENT_STATUS_ID | 9 |
PLATFORM_ID | Null |
SUPPORT_SITE_ID | Null |
CUSTOMER_SITE_ID | Null |
SR_CREATION_CHANNEL | Null |
INVENTORY_ITEM_ID | Null |
SQUAL_NUM12 | Null |
SQUAL_NUM13 | Null |
SQUAL_NUM14 | Null |
SQUAL_NUM15 | Null |
SQUAL_NUM16 | Null |
SQUAL_NUM17 | Null |
SQUAL_NUM18 | Null |
SQUAL_NUM19 | Null |
SQUAL_CHAR11 | Null |
SQUAL_CHAR13 | Null |
SQUAL_CHAR20 | Null |
SQUAL_CHAR21 | Null |
Assignment Manager executes the Add_Resource function which addes a resource to JTF_ASSIGN_PUB. G_assign_resources_tbl.
Assignment Manager generates the following out table to the calling module:
Record Number | Resource_id | Resource_type | Terr_id |
---|---|---|---|
1. | 21 | RS_EMPLOYEE | 1001 |
2. | 5 | RS_GROUP | 1001 |
3. | 100001733 | RS_EMPLOYEE | N/A |
If there are nosubscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign, or if the subscription is disabled, then the processing does not change. This functionality does not alter calls made from the calling module to the Assignment Manger UI or API.