This appendix covers the following topics:
Before making Oracle Forms application settings, ensure that Oracle Forms application is up and running. All of the steps in this section require you to log onto Oracle Applications with the sysadmin login.
A user profile is a set of changeable options that affect the way Oracle applications appear and how they function. Oracle Applications uses a set of user profile options that are common to all the applications. In addition, each module has its own unique set of user profile options.
For a complete list of profile options in the Oracle Application Object Library, see Oracle Applications System Administrator's Guide.
The system administrator sets user profile options at four levels that have a set hierarchy. From lowest level to highest, the profiles categories are:
Site - Option settings pertain to all users at an installation site; has the lowest priority.
Application - Option settings pertain to all users of any responsibility associated with the application; has the next-to-lowest priority.
Responsibility - Option settings pertain to all users currently signed on under the responsibility; has the second-highest priority.
User - Option settings pertain to an individual user, identified by application username; has the highest priority.
Each user profile ordinarily exists at each level. For example, Oracle Applications provides a site-level Printer option, an application-level Printer option, a responsibility-level option, and so on. Oracle Applications enforces the level hierarchy to ensure that a higher-level option value overrides a lower-level value, with Site being the lowest and User the highest in the hierarchy. If, for example, you set your site-level Printer option to print to Printer 1, but your user-level Printer option is set to Printer 2, then printing occurs at Printer 2.
Site-level option values are generally set by the system administrator before profile options are specified at the other three levels. The options specified at site-level work as defaults until the same options are specified at the other levels.
Changes to the user profile option values take effect as soon as your users log on again or change responsibilities.
Use the following procedure to set any profile option.
Log in to Oracle Applications with System Administrator responsibility.
Navigate to Profile > System.
Select the level(s) at which you wish to set the profile option.
Site
Application - If you choose this level, from the Application LOV, select the application for which you wish to set the profile option.
Responsibility - If you choose this level, from the Responsibility LOV, select the responsibility for which you wish to set the profile option.
User - If you choose this level, from the User LOV, select the user for whom you wish to set the profile option.
In the Profile field, enter the a partial profile name followed by the percent sign as a wildcard. Example: %iSUPPORT%.
Select Find. The System Profile Values window opens with the results of your search.
Verify or set the profile option(s) at the levels that you selected.
Save your work.
Several profile options affect the behavior of the Oracle (JTF) User Management module. Set these profile options at the site level according to your requirements.
For information on profile options for Oracle User Management, see the Oracle Applications CRM System Administrator's Guide. For more general information, see the user management and user setup chapters of this book.
JTA: User Management: Automatic Account Creation- This profile option disables the automatic creation of an account when a user registers.
JTF_UM_APPROVAL_URL - Defines the absolute path of the login page (jtflogin.jsp) that an approver must go to in order to accept or reject a request. The URL is included in the workflow notification sent to each approver. The same URL is sent to the user after their request is accepted or rejected.
JTF_UM_MERCHANT_NAME - Defines the name of your organization. The workflow inserts this name into the request approvals and rejections when they are sent to the user.
JTF_UM_APPROVAL_OWNER - Set by default to sysadmin, this profile option is used in the approval process. If the last approver in a predefined approval definition fails to approve a request, the person defined in this profile option will be the escalation point of contact and will receive the request. The user specified as the value for this profile option must have the CRM_HTML_ADMINISTRATION responsibility and the JTF_REG_APPROVAL and JTF_SECURITY_ASSIGN_ROLE permissions.
JTF_UM_APPROVAL_TIMEOUT_MINS - Defines (in minutes) how long a workflow notification remains in a queue before it is timed out. The default is 1440 (1 day). If you enter 0 as the value, no time out occurs. If no value is set, the profile option is defaulted to 0.
Note: The Process Timeout field in the parameters window when starting the JTF Approval workflow must be set to Yes for this profile option to take effect.
JTF_REGISTRATION_CACHE - Determines whether the browser will cache the data entered by a user during the registration flow. The default value is Yes. If set to Yes and if the user presses the Back button, then the data entered on the previous page is available. If the profile option is set to No, then the data (page) expires as soon as the user leaves the page.
JTF_PRIMARY_USER - Predetermines the username that corresponds with the Universal Primary User Approver.
JTF_INDIVIDUALUSER_ACCOUNT - When set to Yes, this profile option creates a new account (in the HZ_CUST_ACCOUNTS table) for each individual user. It also associates the user with the corresponding account. Users must have an account in order to purchase products through Oracle iStore.
Several Oracle Common Application Components (JTT) profile options must be set for the Oracle iSupport UI to appear. The values of the JTT profiles set the basic JTT Foundation default elements and values. These profiles are seeded in the Profiles window in ERP, and values are defined by the user (as System Administrator).
These affect all users logged in with any responsibility that is associated with the application.
Log on to Oracle Applications as sysadmin/sysadmin.
Select the System Administrator responsibility.
Navigate to Profile > System > Find System Profile Values window.
Query the system for JTF profile options:
Check the Application check box. Clear the Site check box, if necessary.
Enter iSupport in the Application field.
In the Profile field, enter JTF_PROFILE%, and select Find.
Verify and/or set the following JTF profile option for Oracle iSupport. Use the topic below, Finding Responsibility ID and Application ID Values, for assistance.
JTF_PROFILE_DEFAULT_RESPONSIBILITY - This value tells the system which responsibility to grant to users who are automatically approved by the system. This default responsibility ID is different in every instance. Use the following steps to find this value.
Finding Responsibility ID and Application ID Values
Use the following steps to find the APPLICATION_ID and RESPONSIBILITY_ID value of a responsibility.
Log in to the Oracle Applications as sysadmin. Select System Administrator responsibility. Navigate to Security > Responsibility > Define. The Responsibilities window opens.
From the top menu, select View > Find. Search for the responsibility that you wish to be the default responsibility, highlight it, and click Ok in the search window. The Responsibilities window is populated with the record for the selected responsibility.
With the cursor in any field of the record, select Help > Diagnostics > Examine. The Examine Field and Variable Values window opens.
In the Examine Field and Variable Values window, select APPLICATION_ID from the Field LOV. The Value field displays the value of APPLICATION_ID.
In the Examine Field and Variable Values window, select RESPONSIBILITY_ID from the Field LOV. The Value field displays the value of RESPONSIBILITY_ID.
Verify and/or set these additional JTF profile options for Oracle iSupport:
JTF_PROFILE_DEFAULT_APPLICATION - 672.
This sets the default application. This must be set to the Oracle iSupport application ID, 672.
JTF_PROFILE_DEFAULT_BLANK_ROWS - 3
This sets the default number of blank rows in tables on the Oracle iSupport UI. It can be set to any integer greater than zero. The recommended value is 3.
JTF_PROFILE_DEFAULT_CSS - jtfucss.css
This designates the default cascading style sheet to use for HTML display. The recommended value is jtfucss.css.
JTF_PROFILE_DEFAULT_CURRENCY - USD
This tells the application which country's monetary currency to use as a default. Set it to USD for U.S. Dollars if this is what you wish the default currency to be.
JTF_PROFILE_DEFAULT_NUM_ROWS - 10
This tells the application how many rows to display when displaying tables on the UI. The recommended value is 10.
JTF_NAV_CUSTOM_RENDERER
This enables a custom menu with the java class name.
Some profile options are classified by Oracle iSupport profile category. The following table defines the profile option categories for the application.
| Profile Category | Profile Option |
|---|---|
| iSupport Integration | Service: Default System Resource |
| iSupport Service Request | Service: Auto Launch Web Workflow |
| iSupport Service Request | Service: Publish Flag Update Allowed |
| iSupport Service Request | Service: Real-Time Automatic Assignment of Service Requests from iSupport |
This section describes the profile options in Oracle iSupport. Many of them are required for the service request functionality to work in Oracle iSupport. You must set profile options in Oracle Forms. These profile values are specific to Oracle iSupport. For Oracle TeleService profile options, see the Oracle TeleService Implementation Guide.
| Name of Profile Option | Description |
|---|---|
| Oracle iSupport: Assign Service Request to Default Owners when Auto Assignment is Off | Specifies whether the service request to be assigned to the default owners when Auto Assignment is Off. Default = Y. |
| Oracle iSupport: Authenticated Guest Responsibility | Stores the authenticated guest responsibility. |
| Oracle iSupport: Authenticated Guest User Responsibility | Determines what responsibility is assigned to an authenticated guest user when entering iSupport guest-enabled pages. This is used for the case where a user has a valid login but does not have the proper roles to use iSupport. Therefore, if such users view the iSupport public or guest pages, you give them this responsibility. Default value = IBU_AUTH_GUEST_USER_RESP |
| Oracle iSupport: Available Repositories for Knowledge Search | Specifies available repositories for knowledge search. Default = Solutions, Forums. |
| Oracle iSupport: Default Closed Service Request Status | This is the closed status of a service request when the user selects the Close button. However, when status transition is used, sysadmin needs to make sure that this status is a valid next status. Otherwise the applications error out. This value is mandatory and can be set at application and site levels. |
| Oracle iSupport: Default Contact Point Type for Service Request | Default = email. |
| Oracle iSupport: Default KM Solution Note Type | Used to define the default Oracle Knowledge Management solution note type. |
| Oracle iSupport: Default Mode while Showing Progress for a Service Request | Default = expanded. |
| Oracle iSupport: Default Note Type for Web Call Back Note | Stores the default note type for the callback note. The callback note is the question or statement that the customer enters while placing a callback request. |
| Oracle iSupport: Default Note Type when Service Request Escalation Is Requested | Specifies the default note type when a service request escalation is requested. |
| Oracle iSupport: Default Note Type when Service Request Is Closed | Specifies the default note type when a service request is closed. |
| Oracle iSupport: Default Note Type when Service Request Is Created | Specifies the default note type when a service request is created. Default = CS_PROBLEM |
| Oracle iSupport: Default Note Type when Service Request Is Updated | Specifies the default note type when a service request Is updated. Default = CS_PROBLEM. |
| Oracle iSupport: Default number of rows in support site dashboard bin | Default = 10. |
| Oracle iSupport: Default Reopened Service Request Status | Specifies the default reopened service request status. |
| Oracle iSupport: Default Service Request Attachment Category | Possible Values: Miscellaneous (default value) Can be set at all levels – Site, Application, Responsibility, and User |
| Oracle iSupport: Default Solved Service Request Status | This value determines the status of the service request when it is solved after a knowledge base search in Oracle iSupport. This value is mandatory, and can be set at application and site levels. |
| Oracle iSupport: Default Updated Service Request Status | During service request update, automatically highlights a particular service request status in the Status dropdown list on the Service Request Details page. A user does not need to explicitly select a status when updating a service request. However, the user still has the option to select a status from the status dropdown field if needed. |
| Oracle iSupport: Display Only Return Lines in Return Detail | Displays only return lines or return lines plus order lines in return detail. |
| Oracle iSupport: Enable Guest User | Indicates whether a service organization wants to utilize guest user functionality. Possible Values:
|
| Oracle iSupport: Enable Interaction Logging | Specifies whether to log interaction while creating or updating a service request. |
| Oracle iSupport: Enable iStore-iSupport Integrated Mode (Support Site) | Default = N. |
| Oracle iSupport: Enable Multi Party Access | Determines if multi-party access is enabled. This profile option can be set at Site and Responsibility levels. Default = N (at site level). |
| Oracle iSupport: Enable Platform in Template Search | Determines whether to use a platform in the criteria to search a template. Default = Y. |
| Oracle iSupport: Enable Problem Code in Template Search | Determines whether to use a problem code in the criteria to search a template. Default = N. |
| Oracle iSupport: Enable Product in Template Search | Determines whether to use a product in the criteria to search a template. Default = Y. |
| Oracle iSupport: Enable Request Type, Product, and Problem Code Mapping | Determines whether, in Oracle iSupport, problem codes can be associated with service request types and/or inventory items in a many to many relationship. This profile option can be set at all levels – Site, Application, Responsibility, and User. Possible values:
|
| Oracle iSupport: Enable Service Request Type in Template Search | Determines whether to use a service request type in the criteria to search a template. Default = N. |
| Oracle iSupport: Enable Urgency in Template Search | Determines whether to use urgency in the criteria to search a template. Default = Y. |
| Oracle iSupport: Field Level Help Option | Specify Field Level Help Option. Default = ON. |
| Oracle iSupport: Field Level Tip Option | Specify Field Level Tip Option. Default = ON. |
| Oracle iSupport: Guest User Responsibility Name | Determines what responsibility is assigned to a guest user when entering iSupport guest enabled pages. Valid Values: Any valid responsibility Default Value: IBU_GUEST_USER_RESP (iSupport Guest User) |
| Oracle iSupport: Homepage multithread | Indicates if a home page will be rendered in multithread context. Default = N. Note: Although this profile is still present, it is no longer is use. |
| Oracle iSupport: Implementation Class to Populate Service Request Extended Attributes | Specifies the Java implementation class, which implements the interface provided, to populate service request extended attributes. The specified interface is used to take the responses provided by a user to the template questions during service request creation in iSupport and use them to populate the CIC extended attributes table after the service request is created. Based on these responses provided by the user, the CIC extended attributes functionality may launch tasks. |
| Oracle iSupport: Internal Organization for Employee Created Service Request | This defines the internal organization that an employee can select for employee-created service requests. The internal organization then determines the incident address. This profile overrides the default address supplied by Oracle Human Resources. |
| Oracle iSupport: Long List of Values of All Products | Specifies whether list of values of all products is long or not. |
| Oracle iSupport: Long List of Values of Customer Addresses | Specifies whether list of values of customer addresses is long or not. |
| Oracle iSupport: Long List of Values of Customer Contacts | Specifies whether list of values of customer contacts is long or not. |
| Oracle iSupport: Long List of Values of Employees | Specifies whether list of values of employees is long or not. |
| Oracle iSupport: Long List of Values of Registered Products | Specifies whether list of values of registered products is long or not. |
| Oracle iSupport: Mandatory Layout Time Stamp | Determines the value for the time stamp recorded on creation of a mandatory layout. |
| Oracle iSupport: Menu Name for Login bin on home page | Responsibility level default:
|
| Oracle iSupport: Menu Name for support resources bin on home page | Homepage Quick Menu name for iSupport. Responsibility level default:
|
| Oracle iSupport: Name of the Service Organization | Displays the name of the service organization in service request log for updates made by support agents or the system. If this profile option is not set, Oracle iSupport service request log will display the actual resource name. |
| Oracle iSupport: Number of Expanded Rows when Progress of a Service Request is Shown Collapsed | Default = 3. |
| Oracle iSupport: Option to display Quick Find to a guest user | Possible Values:
This profile option can be set only at the Site level. |
| Oracle iSupport: Option to Track Solutions Viewed During Service Request Creation | This profile can be set at the Site and Responsibility levels. Its possible values are:
|
| Oracle iSupport: Page Level Configuration Option | Possible values:
|
| Oracle iSupport: Product option for Solve a Problem bin on home page | Indicates if Home Page Solve a Problem Bin will show product selection. Default = Y. To achieve the expected result, you must also adjust correspondingly the profile option Knowledge: Display Product Search Criteria. |
| Oracle iSupport: Region/Field Level Configuration Option | Determines whether standard or customized mapping is used. Default = STANDARD. |
| Oracle iSupport: Select Service Request Type Layout Option | If the number of service request type categories exceeds the number defined in this profile, then they are displayed in two-column format. Whether service request type categories are shown in one-column layout or two-column layout, service request types are always shown in one-column format under their category. If service request type categories are not shown, then this same profile is used to control the display of service request types in one-column format or two-column format. |
| Oracle iSupport: Service Request Attachment Security Function | Site level default = CSXSRISR. |
| Oracle iSupport: Service Request Incident Address Validation Class | Specifies the Java class to validate an incident address when creating a service request. |
| Oracle iSupport: Service Request Reopen Time Limit in Hours | Set to the time limit in hours within which one can reopen a service request. Default = 0. |
| Oracle iSupport: Service Request Status when Escalation is Requested | - |
| Oracle iSupport: Service Request Template Option | Possible values
Can be set at all levels – Site, Application, Responsibility, and User. Site level default = INCLDEFLTHLFIRST. |
| Oracle iSupport: Show Progress of a Service Request Ascending or Descending by Date | Specifies whether to show progress of a service request ascending or descending by date. Default = DESC. |
| Oracle iSupport: Show Welcome Text to Guest User on home page | Specifies whether or not to isupport home page show welcome text to a guest user. Default = N. |
| Oracle iSupport: Workflow Administrator | Specifies the workflow role to receive iSupport Home Page e-mail subscription errors. This profile option can be set at site and application level. The possible values are all the available workflow roles. Administrators may pick a role that is responsible for monitoring Oracle iSupport workflow activities. |
Several Oracle TeleService profile options can be set according to your business requirements. Many of them concern service requests. Another set of profile options, which begin with CS_OWC, help to set up Oracle Web Conferencing, which Oracle iSupport can use. See the Oracle TeleService Implementation and User Guide for further information about these profile options.
If you are using the site framework, then you need to set Oracle iStore profile options relating to the following:
Registration
Site definition
Site hierarchy
Section layout and the template manager
Pages such as Orders, Invoices, and Returns
For details on setting profile options from Oracle iStore, refer to the Oracle iStore Implementation and Administration Guide.
The following profile options allow returns functionality in Oracle iSupport:
ASO: Default Order Type - This profile determines how the order is to be processed in Oracle Order Management. The order types are set up in Oracle Order Management. This profile also determines what price list and currency code appear by default in the main Quoting window. If this profile value is null, no default value is assumed. Set to Mixed.
ASO: Default Order State - Set to Booked.
ASO: Enable ASO Debug - Set to Yes to allow returns debugging.
ASO: Product Organization - Defines which product organization to look for products. Note the space between the name ASO and the colon (:) in the name of the profile. Set this to your master organization.
ASO: Validate Salesrep - This profile is used to determine whether a Sales representative must be specified on a quote prior to creating an order. If this profile is set to Yes, a sales representative must be specified on the quote prior to creating an order. If this profile is set to No, then a sales representative will be defaulted from ASO: Default Salesrep. If this profile value is null, a default value of Yes is assumed. For Oracle iSupport, set this value to No.
OM: Debug Level - This profile option determines the level of debug messages printed in a OE Debug log file. To print all messages set it to 5 and for no messages set it to NULL. The default value is NULL.
OM: DEBUG LOG Directory - The directory path of the OM debug log file. Specify the value from the session parameter utl_file_dir from v$parameters. The default value is NULL.
Oracle Knowledge Management has its own set of profile options. If you are implementing it, refer to the Oracle Knowledge Management Implementation and Administration Guide for information on its profile options.
A number of profile options categorized here as miscellaneous should be set at the site-level.
APPS_SERVLET_AGENT - This is the URL that is used to call JSP forms from applications menus. Set it to the URL for the Apache server.
HZ: Generate Party Site Number - This is a TCA profile used by the One-Time Address feature to determine how the site number should be derived. In the mode of creating a service request, if this profile is set to Yes, then the Site Number field is disabled. If the profile is set to No, then this field is enabled and is mandatory. Because Incident Address is not updatable after a service request is created in iSupport, in that case this field is display only.
OE: Item Validation Organization - Set this to your master organization.
MO: Operating Unit - Set this to your master organization.
Service: Default Address Style - This determines the default address style for countries that have no address style for use in the address fields of service requests.
This section describes the Oracle iSupport parameters, which all involve service requests.
IbuSRRequestTypeCategoryID: This parameter can be passed to the Service Request Type Selection page as a URL parameter.
If a service request type category ID is passed through this parameter and is associated with only one service request type, then the current page is directly routed to the first page in the service request creation flow.
If a service request type category ID is passed through this parameter, and more than one associated service request type exists, then only this service request type category and the associated service request types for this category are shown.
If a service request type category ID is passed to the Service Request Type Selection page and is not associated with any type, then an error message is shown in the service request selection page, and all of the eligible service request type categories and the associated service request types are shown in the Select Request Type region.
If a service request type category ID and a service request type ID are passed, then the service request type category ID is not used, and the way to show service request types has same the logic as in release 11.5.10.
IbuSRInvItemID: This parameter can be passed to the Service Request Type Selection page as URL parameter. When an inventory item ID is passed through this parameter, it is validated. If it is a valid inventory item ID, then it is accepted. Otherwise, it is not used.