This chapter, which is relevant only to the Case Management module of Oracle TeleService, provides guidelines for capturing information on unknown parties such as suspects in a case, and other setups.
This chapter covers the following topics:
The Case Management module is primarily targeted at investigative agencies, agencies who resolve security issues at airports or investigate thefts at department stores, for example.
In investigative cases, agents must track multiple parties that are involved in the case, such as suspects, witnesses, and lawyers. This is accomplished through the associated parties functionality. Because there is no need to capture a unique “customer” in each case,, the application does not display customer information by default.
Case workers in social service agencies, by contrast, work on behalf of individual clients. While some agencies can use the associated parties functionality to track client information, others will need to expose and use customers.
For example, you must expose and use customers if you want to use Oracle Installed Base instances to track items on loan, such as wheel chairs in workers compensation cases, or to capture business licenses and permits granted to organizations.
This is because the design of Oracle TeleService requires that any Oracle Installed Base instances associated to the case must be owned by or related to the case customer.
If you need to use customers, use Oracle application personalization to expose customer and Oracle Installed Base regions and pages.
Here is a list of what regions you may need to expose using personalization (For details, please refer to Configuring and Personalizing HTML Modules):
Customer column in the My Cases / Unassigned Cases tables in the Dashboard.
In the Quick Find drop-down list, add Customer Name, Customer Email, Customer Number, Customer Phone.
In the Create Case page, expose Customer Service Key, Subject (Product Information) regions, optionally - Customer Contact region.
In the Update Case page, expose Customer Profile, Subject, Service Information, Instance Notes, Instance Service Requests regions.
In the Read-only Case page, expose Subject, Primary Contact / Customer regions.
In the Advanced Search Results region, expose the Customer column.
If you want to capture information about parties whose identities are not known, such as perpetrators in a crime, you can do so by setting up one or more unknown parties.
An unknown party is an ordinary party of type Person with the name “Unknown”. You can set up the unknown party directly in Case Management using the procedure below or using the Oracle Customer Data Hub.
To capture information about a perpetrator in a case, an agent adds the unknown party with the role “perpetrator” to the case and captures the rest of the information in associated party extensible attributes. (For information on setups required to capture associated party information, see Setting Up Associated Party Extensible Attributes.)
You can set up as many unknown parties as you want, for example, “Unknown1”, “Unknown2”, and so on. However, using just one unknown party in all cases makes it simple to search for all cases where the perpetrator is unknown.
After you discover the identity of the unknown party, you can add that party as another associated party to the case and make the original unknown party association inactive. This way you get to keep a historical record of the progression of the case.
To create the unknown party
Under the Case Worker responsibility, navigate to the Agent Dashboard.
Select the Party Search link.
The Party Search page appears.
Make sure that “Person” is selected in the Search For drop-down list at the top of the page.
Click Create.
The Create Person page appears.
Enter “Unknown” in the Last Name field and make entries in the remaining required fields.
Click Apply.
All messages (error, warning, informational) as well as notification templates use the term ""service request"". As an implementation step, you may want to replace messages beginning with “CS” with the proper term, such as “case” and “matter”.
For information on how to modify messages see Oracle Applications Developer's Guide.