Index

A

about
  duplicate checking link

about e-record template link
about e-records link
alert
  defining link

application search
  enabling link
  overview link
  seeded data link

application search menu
  enabling link

approval requests
  viewing status link

automated distribution
  work priority link

automatic closure for service request link
available tokens link

B

business processes
  setting up link

C

calendars, shifts and exceptions
  setting up link

capturing costs link
case management
  configuring link
  specifying default customer link

case security
  about link

charges
  automatic submission link
  overview link

charges user procedures in HTML interface
  creating a charge line link
  creating a charge line for a replacement link
  creating a charge line for a return link
  overview link
  submitting charges manually link
  viewing pending charges for Field Service tasks link
  viewing the source of a charge line link

configuring
  case management link

costing method
  setting up link

creating
  charge line link
  notification rule link
  service request link

custom security
  creating link

customer information
  displaying link
  graphical format link
  summaries link

customer management link
customer profile
  setup process link

customer replies
  alerting agents link

D

data security process
  setting up link

defining
  profile checks link

details
  drill down link

disabling
  forwarding link
  replying link
  resending link

distribution concepts
  overview link

E

e-mail context link
e-mail templates link
e-record template
  about link
  registering in Oracle E-Records link

e-records
  about link

electronic records
  date and time link

enabling
  application search link

H

high availability
  architecture link
  concurrent programs in TeleService link
  critical functions link
  importing
    transaction logs link
  mapping responsibilities link link
  overview link
  seeded responsibilities
    mapping responsibilities link
  set up link
  solution
    assumptions link
  user actions supported in TeleService link

HTML templates
  preconfigured link

I

importing resources link
indexing note link
installing
  Oracle XML Publisher link

intermediate statuses link
inventory item
  setting up link

item costs
  setting up link

K

key integrations link

L

load balancing formula
  about link
  setting up link

M

mapping
  resolution codes link

mapping responsibilities
  about link

mass service request update
  about link
  confirming update of service requests link
  overview link
  searching for service requests link
  updating service requests link

mass service requests update
  reassigning service requests link

merge fields
  Contact Center-specific link

module
  case management link
  customer support link
  forms-based link
  service desk link

multiple modules link

N

new problem code mapping
  creating link

new resolution code mapping
  creating link

new responsibility mapping
  creating link

notification
  overview link
  post-install steps link
  template types link

notification process
  restrictions link

notification rule
  creating link

notification rules
  displaying link
  updating link

notifications
  setting up link

O

Oracle Email Center
  enabling integration link
  integrating service requests link

Oracle TeleService
  setting up link

Oracle Workflow Processes link
overview
   multiple time zone link
  actions architecture link
  application search link
  automatic task generation link
  charges link
  Oracle TeleService link
  service request purge link
  web collaboration link

P

permissions
  setting up link

problem code mapping
  about link

problem codes
  about link
  mapping link

profile check
  defining drill-downs link

profile check categories
  defining link

profile check variables
  defining link

profile checks
  defining link
  predefined link

profile ratings
  defining link

R

ratings
  associating with colors link

reference links
  setting up link

relationship plans
  integrating link

relationship type
  changing the wording link

resolution codes
  about link
  mapping link

resource groups
  setting up link

resources
  importing link

responsibility mapping
  updating link

responsibility mappings
  enabling for iSupport link
  two uses link

S

secure enterprise search
  setting up link

seeded data definition link
sending an e-mail link
service event link
service request
  about link
  assigning to groups link
  assigning to individuals link
  automatic assignment link
  automatic creation from e-mails link
  creating link
  detailed report link
  electronic approvals link
  merge fields link
  resolving link
  searching link
  status groups link
  status transitions link
  statuses link
  types link

service request linking
  overview link

service request problem codes
  defining link

service request relationships link
service request reports
  enabling printing link
  overview link

service request severities
  setting up link

service request status
  setting up link

service request task
  assigning to groups link
  automatic assignment link

service request tasks
  assigning to individuals link

service request type
  setting up link

service request types
  grouping link

service requests
  closure automation link

service security
  turning on or off link

service territories
  setting up link

setting up link
  business processes link
  default response link
  e-record template link
  inventory item link
  item costs link
  list of values link
  new note types link
  permissions link
  profile option link
  resolution times link
  service activities link
  service activity codes link
  service request resolution codes link
  service request severities link
  service request urgencies link
  service territories link
  task types link
  triggering service request status link

setting upd
  service request type link

skill levels link
status group
  setting up link
  transition rules link

statuses
  approval action link
  rejection action link
  triggering link

T

telephony integration
  about link

templates
  text notification link

text notification templates link

U

updating
  notification rules link

user reports
  specifying data definition link

W

work
  assignment
    distribution link

work assignment link
  overview link
  setting up link

work data
  synchronizing link

work distribution link
  setting up link
  turning on link

work types link