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Oracle E-Business Suite Upgrade Guide
Release 11i to 12.1.1
Part Number E16342-06
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Customer Relationship Upgrade Impact

This appendix describes the way the upgrade affects your existing Customer Relationship Management (CRM) products, and highlights the impact of these functional changes on your day-to-day business. It is arranged by alphabetically by products in the Customer Relationship Management product family.

This appendix covers the following topics:

About Business Impact and Functional Changes

An Applications upgrade alters both the technical and functional aspects of your Oracle E-Business Suite system. In addition to changes to the technology stack and file system, an upgrade also initiates specific changes that affect the way your existing products work after the upgrade and the way they look and feel. These functional changes have an impact on the way you use the products as you conduct your daily business.

Note: This appendix describes some of the ways the upgrade changes your existing products. We assume that you have read about the new features and products delivered in this release, which is included in the product-specific Release Content Documents (RCDs) and TOI on My Oracle Support.

The discussions of the functional aspects of the upgrade in this chapter are arranged by products within the Customer Relationship Management product family.

Customer Relationship Management

Your Customer Relationship Management applications specialists should be completely familiar with the information in this section and should have made appropriate plans to accommodate the associated changes before you begin your upgrade.

Advanced Inbound

This section outlines changes made to Oracle Advanced Inbound.

Customer Lookup

The customer lookup feature has changed as follows:

Basic Telephony

The Basic Telephony feature has changed as follows:

No other changes have been made to profile options used by Basic Telephony.

Active Mode Routing

In this release, Oracle Advanced Inbound does not support active mode routing for inbound calls. If you are currently using this feature, you must use either Enhanced Passive Mode or Passive Mode.

Note: See Oracle Advanced Inbound Implementation Guide for more information on setting up your call center to run either of these modes.

You may continue to use active mode routing for web callbacks.

Install Changes

In this release, the install process is changed as follows:

If you are not using the APPL_TOP installation for running your ICSM server, then download ieoicsm.class using a secure FTP from $INST_TOP/appl/download/ieo/ to the target directory on the target ICSM node.

Field Sales

Release 11.5.10 was the terminal release of Oracle Field Sales (Sales Online). In this release, Field Sales is obsolete. If you are using this product, you must upgrade to the Oracle Sales application. This change results in a functional impact for all users. We recommend that you complete a functional analysis before you migrate Field Sales (Sales Online) data to Oracle Sales.

Note: See Migrate Sales Credits in this appendix for more information.

Incentive Compensation

This section outlines changes made to Incentive Compensation.


Out-of-the-box, Inventive Compensation delivers a set of responsibilities, each with the appropriate business flow permissions. Consequently, menus and responsibilities that existed or were created in Release 11i are end-dated. You must assign the new responsibilities to existing users after you complete the upgrade.

The new responsibilities are described in the following table:

Responsibility Description
Incentive Compensation Administrator Responsible for configuring and maintaining OIC application setups, and administering and scheduling OIC concurrent programs.
A configuration workbench provides a checklist of tasks as a guide for the process of implementing or administering OIC.
Plan Administrator Responsible for building compensation plans and plan components, maintaining compensation plans, and maintaining product hierarchies and rule definitions that are used across compensation plans.
Can access a single page that provides a comprehensive view of a plan. It contains a Design section (plan components and links), an Eligibility section (roles and resources), and a Notes section (history of plan changes).
In addition, the plan creation flow supports top-down creation, making it possible to create a plan, and add and create components as needed. The plan elements creation checklist provides simple, discrete steps that can be checked off as the plan elements are completed and validated. The plan administrator also has access to a component library workbench.
Compensation Manager/Analyst Responsible for managing resource compensation plans, reviewing and handling disputes, and administering the compensation process.
Can access a single page that provides a comprehensive view of a resource. It contains a Roles/Group section (resource maintenance), a Plans section (customization maintenance or payment plan/paygroup assignments), a Compensation section (historical compensation reports), and a Notes section (history of resource changes).
The Analyst can run a validation process to flag any incomplete compensation plan setups, and can use the transaction detail and status details page to aid in dispute resolution.
Incentive Compensation User (Manager Self Service) Responsible for monitoring resource performance and distributing quotas and contracts to resources. Has access to compensation reports for any resources rolling up to him. The Year-to-Date Summary and Earnings Statement reports have been re-written using the new technology stack.
Incentive Compensation User (Self Service) Views incentive statements and reconciles payments with expected compensation. Information in reports can be exported to a CSV file. Compensation information can be published as a PDF document.

Global Administration: Multi-Org Access Control

Multi-Org Access Control (MOAC) allows a single responsibility to access multiple operating units. An Incentive Compensation Administrator can configure system setups for multiple operating units without having to log in using a separate responsibility for each operating unit. OIC Compensation Managers can query and modify transactions and resources for multiple operating units without having to log in using a separate responsibility for each operating unit.

Integration with Oracle Territory Manager

In Release 11i, you had to set up mapping for territory qualifiers in order to use the TAE in Sales Crediting and Allocation. In this release, OIC automatically provides the mapping and populates the table with data using one of two mapping options as a part of the post-collection process.

Option 1: Use the seeded OIC attribute/territory qualifier mapping provided in this release.

Option 2: Continue to use the existing OIC attribute/territory qualifier mapping

Note: See the Oracle Territory Manager Functional Upgrade document for details on using these two options.

To schedule collections using the new concurrent program:

Territory Manager allows you to run the concurrent program “Synchronize Territory Assignment Rules” (STAR), which replaces the existing GTP concurrent program. You can run it in total, incremental, and date-effective mode. Total and Incremental mode behave in the same manner as in 11i for all consumer applications. Date effective mode is only applicable to OIC.

The “Synchronize Territory Assignment Rules” (STAR) concurrent program accepts the following parameters:

The pre-processing APIs (dynamic packages) created by the “Synchronized Territory Assignment Rules” concurrent program has been decommissioned.

Multi-level Marketing Industry Support

Additional setup parameters support multi-level marketing requirements. For example, it is possible to track the level of rollup for each OIC transaction.

The plan element setup includes a rollup calculation option. When a plan element is configured, you can choose whether to calculate commissions for rolled-up transactions. You can choose to calculate for all resources or only for managers.

Profile Option Changes

Some common system-level profile options are now defined as parameters that can be changed in the OIC Administrator Configuration Workbench. The OIC Administrator will need to use the Configuration Workbench to manually set these parameters.

Release 11i Profile Option Workbench Task Release 12 Parameter Name
OSC: Default Custom Flag Application Parameters Customize Compensation Plans
OSC: Default Conversion Type Application Parameters Currency Conversion Type
OSC: Reporting Hierarchy Application Parameters Reporting Hierarchy for Manager Access to Resources Reports
Display Draw Application Parameters Display Draw in Year To Date Summary Report?
OSC: Apply Non-Revenue Split to Quantity Collection Collect Quantity for Non Revenue Credit Receivers
OSC: Negate during Revenue Adjustments Collection Collection Negate Original Transactions during Revenue Adjustments Collections
OSC: Reset Error Transactions Collection Re-load Errored Transactions
OSC: Collect on Acct Credits Collection Collect Credit Memos from Oracle Receivables
OSC: Customized Summarization Calculation Aggregate Transactions Based on Custom Criteria during Rollup
OSC: Prior Adjustment Calculation Allow Prior Period Adjustments
OSC: Roll Summarized Transactions Calculation Aggregate Transactions during Rollup
OSC: Commission Rate Precision Calculation Numeric Precision for Rate Tables
OSC: Income Planner Disclaimer Collation Display Projected Compensation Disclaimer?

The following profile options from 11i have changed.

Release 11i Profile Option Release 12 Profile Option Default
OSC: Validate Payment Worksheet Statuses OIC: Enforce Payment Worksheet Approval Y
OSC: Payroll Action If Entry Exists OIC: Approve or Reject Duplicate Payment Transactions Rejected
OSC: Sleep Time in Seconds OIC: Frequency of Batch Runners Status Check 30 seconds
Total Rev % is Not 100 OIC: Allow split % less than 100% Custom
OSC: Number of Batch Workers OIC: Number of Batch Workers for Credit Allocation 1
OSC: Debug Mode OIC: Enable Debug Mode NO/N
OSC: Invoice Split Upgrade Start Date OIC: Invoice Split Upgrade Start Date Null
OSC: Invoice Split Upgrade End Date OIC: Invoice Split Upgrade End Date Null
OSC: LOV Input Validation OIC: LOV Input Validation

*If you want to change this option to Pay By Transaction = Y during the upgrade, you must make sure all Payruns/Worksheets are Paid. If you do not, the resources will no longer be usable as the data will become corrupted.

Terminology Changes

The following table lists changes in terminology:

Release 11i Term New Term
Accelerator Multiplier
Direct Resource Direct Credit Receiver
Employee Number Salesperson Number
Functional Currency Ledger Currency (Terminology change from GL)
Incentive Type Calculation Type
Payment Factor Earnings Factor
Pay Periods Compensation Periods
Payrun Payment Batch
Quota Factor Multiplier
Rate Schedule Rate Table
Revenue Class Product or Eligible Product
Sales Credit Credit Amount
Salesperson Resource
Set of Books Ledger (Terminology change from GL)
Worksheet Paysheet

Decommissioned Features

The Quota Performance report is replaced by the Attainment Summary report, and the Sales Force Planning Module and Income Planner have been decommissioned. See My Oracle Support (Doc ID: 338866.1).

Note: The Income Planner projected compensation calculator does not incorporate many of the settings provided in OIC-implemented compensation plans. Consequently, the sales pipeline projections may be inaccurate.

One-to-One Fulfillment

One-to-One Fulfillment has improved the performance for mass email request fulfillment. The server now uses multiple threads on the Java process, and new server-level flags have been added.

Order Capture/Quoting

This section describes the changes made to Oracle Order Capture/Quoting.

Integration with Trading Community Architecture

The following actions are changed in Trading Community Architecture:

Obsolete Features and Actions


This section describes the changes made to Oracle Sales.

Upgrade Users from Oracle Sales Online to Oracle Sales

In this release, all Sales Online users are migrated and assigned an Oracle Sales responsibility as follows:

All profile options used by Sales Online (including MO: Operating Unit) are migrated to a corresponding profile option in Oracle Sales.

This Sales Online profile option... is replaced with this Sales profile option...
OS: Forecast Calendar ASN: Forecast Calendar
OSO: Forecast Calendar Month ASN: Forecast Calendar Month
OSO: Default Forecast Period Type ASN: Default Forecast Period Type
OSO: Default Forecast Category ASN: Default Forecast Category
OS: Forecast Sales Credit Type ANS: Forecast Sales Credit Type
OS: Default Opportunity Win Probability ASN: Default Opportunity Win Probability
OS: Default Sales Channel ASN: Default Opportunity Sales Channel
OS: Default Opportunity Status ASN: Default Opportunity Sta
OS: Default Close Date Days ASN: Default Close Date Days
OSO: Forecast Pipeline Calculation ASN: Forecast Defaulting Type Basis
OS: Default Win/Loss Status ASN: Default Win/Loss Status
OS: Default Status For Leads ASN: Default Lead Status
OS: Manager Update Access ASN: Manager Update Access
OS: Opportunity Access Privilege ASN: Opportunity Access Privilege
OS: Customer Access Privilege ASN: Customer Access Privilege
OS: Sales Lead Access Privilege ASN: Lead Access Privilege
MO: Operating Unit MO: Operating Unit
OS: Sales Admin Update Access ASN: Sales Admin Update Access
OSO: Default Country HZ: Reference Territory
OS: Sales Team Creator Keep Flag ASN: Default value for sales team Do Not Reassign flag

All FND lookup types used by Sales Online are migrated to a corresponding lookup type in Oracle Sales.

This Sales Online lookup type... is replaced with this Sales lookup type...

Sales and Telesales

This section describes changes that are common to both Oracle Sales and Oracle Telesales.

Migrate Sales Credits

In Oracle Sales, an opportunity can have multiple opportunity lines, and for each line, there can be a different sales person receiving revenue credits. However, there can be only one sales person who receives all revenue credits for an opportunity line.

This release upgrades opportunities that have multiple sales people receiving revenue credits for the same opportunity line and ensures that there is only one sales person receiving revenue credits for the line. Opportunities having multiple sales people on a single opportunity line are upgraded.

Similar to Oracle Sales, Oracle Telesales also supports only one sales person receiving revenue credits for each opportunity line.


Your Service applications specialists should be completely familiar with the information in this section and should have made appropriate plans to accommodate the associated changes before you begin your upgrade.

Email Center

The following topics describe changes to Email Center and suggest where you can find additional information on specific feature-specific changes or what additional steps you may need to take to accommodate the changed functionality.

Oracle Email Server Independent

Email Center can connect to any IMAP4-compliant mail server, download messages into the Email Center schema, and process those messages. New setup and administration screens are associated with this change.

Email Account Administration: Administrators can directly define email account parameters using the new account administration screens available in the Email Center Administrator console. For example

Scenario 1: Email messages are redirected from the corporate mail server as part of Email Center implementation in the current release as follows:

Download Processor: The Email Center Download Processor is a mid-tier service that runs at intervals you configure to connect and download email into the Email Center schema. Using configuration data defined in Email Center for an email account, it can connect to the email account and download email messages for further processing.

When an email account is defined in Email Center, the system creates Oracle Processed and Oracle Retry folders in that account. Once a message is downloaded, both the metadata and the content of the email remain in the Email Center schema until an administrator purges it.

Data Migration Tools

The new backend server architecture for Email Center introduces new configuration and transactional tables. Because all prior Email Center releases must have a migration path to the new architecture, this release ships a set of data migration tools. They consist of the following components:

Custom Workflow Process

As a part of the shift from a message stored based on Oracle Email Server to one based on a local message store, the out-of-the-box workflow included has bee modified to remove from the keys all references to data based on the Email Server. If an implementation has any customer workflow hooks that were used to implement specific flows not available out-of-the-box, you must change the code and retest it.

Live Message Migration

Email messages with actions before the upgrade are known as live messages. After the migration, Email Center agents can access live messages in a pre-migration state and take appropriate action. The messages are generally in a queue waiting to be acquired by the agents or are already acquired by an agent and waiting in the agent’s Inbox. The percentage of data in this state in a live Email Center implementation depends on the email volume at the site.

Do not use the Email Center until the live message migration is complete. The downtime is fairly small and depends on the number of emails in a live state.

Historical Message Migration

Email messages processed in Email Center are retained in the Oracle Email Server message store and accessed for auditing and for tracking customer interactions. The percentage of data in this state could be fairly high in an implementation that has been in production for some time.

The Email Center Migration concurrent program provides the Cut-off Date for Historical Emails parameter, which defaults to 30 days. You can decide how much of the historical data is to be migrated. Historical data that is not migrated is no longer available for viewing from the Email Center application. However, large amounts of historical data may result in a lengthy migration process.

Note: The number of email messages that qualify for migration affects the duration of the migration process. To reduce the duration, decide on a cut-off date for historical email data. Once the live message migration is complete, you can use the Email Center while the historical data migration runs in the background. Reduced number search results could result, but they will be accurate after the process is complete.


Your iSupport applications specialists should be completely familiar with the information in this section and should have made appropriate plans to accommodate the associated changes before you begin your upgrade


If you have defined custom user types prior to this release, and you wish to continue to leverage those types during iSupport registration, you must manually associate the user type keys with the relevant iStore lookup types in the AOL lookups table after the upgrade. If you do not complete this task, iStore cannot determine the user types, and they will not be available on the registration pages by the registering user.

The lookup types are:

For example, the seeded iSupport user type IBU_INDIVIDUAL is mapped to the iStore lookup type IBE_UM_INDIVIDUAL_USER_TYPES. You must use the Lookups form to perform the same action for all customized user types.


Oracle TeleService has improved the processing of services requests, added functionality and configurability options for Contact Center, and added new capabilities for Customer Support.

Service and Infrastructure

This section describes the enhancements to Oracle Service and Infrastructure in this release.

Contact Center

This section describes enhancements to Oracle Contact Center.

Customer Support

The Oracle Customer Support Flexible Layout Regions provide added benefits for implementations, including:

Territory Manager

This release implements changes to Territory Administration and Role-based Access Control (RBAC).

Territory Administration

The use of Forms to administer territories has been decommissioned and replaced by HTML-Excel UIs. All pre-existing Forms functionality is supported in this new model, with the exception of Resource Qualifiers and Territory Lookup. The Oracle Territory Manager Release 12 User Guide contains complete information.

In addition, the following changes have been implemented.

Concurrent Programs Decommissioned

Prior to this release, Generate Territory Packages (GTP) and Generate Self-Service Territories (GSST) were used to re-compile territory definitions. In this release, GSST has been decommissioned, and GTP has been replaced by Synchronize Territory Assignment Rules (STAR). The Oracle Territory Manager Release 12 Implementation Guide contains complete information.

Territory Types

In this release, users must create territories using territory types, which are defined by transactions (Accounts, Leads, Opportunities, Customers, Service Requests, and so on). The territory type selected restricts the transactions and matching attributes available during the create flow.

Oracle Territory Manager seeds the following types:

Access Levels

You can set up granular-level access type control for transaction types. In particular, you can grant read-only, full, or no access in Sales Usage for transaction types such as leads, opportunities, and quotes. Resources on 11.5.10 territories are granted full-access to the relevant transaction types.

Escalation Territories

Escalation territories are supported through the access flag at the resource level for Service. When adding a resource to a service territory, you can then change the access flag to Escalation for a given resource. There is no longer a need to create an additional Escalation territory.change the access flag to Escalation for a given resource. There is no longer a need to create an additional Escalation territory.

Custom Matching Attributes

Prior to this release, Oracle Territory Manager provided custom matching attributes for some customers, as the out-of-the-box matching attributes shipped with the product did fully satisfy their business requirements.

In this release, customers must re-implement these custom matching attributes using the public API solution.

Role-based Access Control (RBAC)

Prior to this release, Territory Administrators (CRM Administrator responsibility) could manage territories for all usages through the Forms UI. Users with Territory HTML Global Sales Administrator responsibility had access to the HTML administrator UIs (for Named Account and Geography Territory Groups), and users with the Territory HTML Sales User responsibility had access to the Territory Self-Service UIs.

In this release, Territory Manager uses the Role-based Access Control (RBAC) security model, with the following impact:

Field Service Advanced Scheduler

Changes for Oracle Field Service Advanced Scheduler are described in this section.

Schedule Task Window

The Schedule Task window Preferences tab Assistance Level region offers three Interactive Scheduling options: Intelligent, Window to Promise, and Assisted. The Unassisted option available in prior releases is obsolete.

Location Time Zone Support

Advanced Scheduler supports customer incident and technician time zones. See Field Service (Core) in this appendix for more information.

Task Durations Longer Than One Shift

Advanced Scheduler can plan and schedule service tasks that take longer than one work shift to complete. See Field Service (Core) in this appendix for more information.

Customer Confirmation Requirement

See Field Service (Core) in this appendix.

Site Access Hours Restrictions

You can define the times of day and days of the week when access to a customer, customer site, or customer site location is available. These access hours are automatically added to field service tasks generated by the Field Service Preventive Maintenance module, or they can be manually added in the Dispatch Center.

Advanced Scheduler treats task access hours as hard constraints, meaning that task arrival time must occur within one of the specified access time windows. Dispatchers have the ability to relax this constraint if Advanced Scheduler does not identify an acceptable schedule option.

Field Service (Core)

Changes for Oracle Field Service (Core) are described in this section.

Location Time Zone Support

Oracle Field Service core and related products within the Field Service Suite support customer incident and technician time zones. User interfaces provide, where appropriate, fields for specifying the time zone at the technician’s location, as well as at the field service incident site. With this capability, call center agents, dispatchers, managers and administrators can communicate with customers and field technicians without having to make mental time zone conversions.

Task Durations Longer Than One Shift

Oracle Field Service core and related products can plan and schedule service tasks that take longer than one work shift to complete. Advanced Scheduler searches for contiguous slots of scheduling options where a technician can perform the task on consecutive workdays. For example, Thursday, Friday, and Monday for a task having a planned effort of 24 hours duration, and the standard shift duration is 8 hours. When this criterion is met, Advanced Scheduler propagates a separate child task for each work shift required.

Subsequently, the dispatcher can use the Dispatch Center user interface to reschedule or reassign individual child tasks if, for example, an unplanned event causes the technician to be unable fulfill the tasks as scheduled, or cancel a child task if it is no longer needed due the technician completing the service early.

Customer Confirmation Requirement

Service Request and Dispatch Center user interfaces make customer confirmation constraint information visible. A dynamic button label indicates whether customer confirmation of a task is required, not needed, or received. Click the Customer Confirmation button to open the Customer Confirmation window, and then update the status of the confirmation, if necessary. Controls are in place to prevent the commit or release of tasks to field technicians when confirmation is required but not received.


The following features enhance usability:

Service for Assets

To support service on owned assets as well as customer products, a variety of enhancements have been made to Oracle Teleservice, Mobile Field Service, and Install Base:

Mobile Field Service

Changes for Oracle Mobile Field Service are described in this section.

Multiple Responsibilities

In Release 11i, Mobile Field Service users had to be associated to the Mobile Field Service/Laptop responsibility to access Mobile Field Service Laptop. In this release, the Multiple Responsibility Model allows users to have different profile settings and different user interfaces. Regardless of the responsibility to which the user is associated, they have access to the Mobile Field Service Laptop application. Multiple technicians mapped with different responsibilities can be assigned to the same operating unit.

Laptop User Interfaces

Mobile Field Service user interfaces have been redesigned using the User Interface XML (UIX) technology framework, which is based on Browser Look And Feel (BLAF) standards. Additionally, the Mobile Field Service Laptop application can be personalized at either site or responsibility level to show or hide data, reorder fields and regions, change prompts, and so on.


In Release 11i, Mobile Field Service: Wireless allowed technicians to create service request and follow-up tasks, but did not provide the ability to assign and schedule these tasks to themselves. This release provides the ability for technicians to assign tasks to themselves from mobile devices as well as provide a window of time for the customers to choose from. Using these scheduling capabilities, the technicians can either choose to work on the tasks right away or come back at a later time.

Non-TCA Party Incident Addresses

In Release 11i, field service tasks can only be created when the service request incident address references a Trading Community Architecture (TCA) Party Site. In this release, Dispatch Center, Scheduler, Technician Portal, and Mobile Field Service user interfaces and logic support the creation of Field Service Tasks when the Incident Addresses is not associated to a TCA Party.

Knowledge Management

Changes for Oracle Knowledge Management are described in this section.

Search Operators

You can perform exact phrase searches by using double-quotes (“ ”) operator. The Exact Phrase search option has been removed from the search option drop down menu. The default search operator has been changed “All of the keywords.” This change is limited to simple search only. The default search option for advanced search remains "Any of the Keywords," and is no longer defined by this profile.

Statements Creation from Service Request Notes

Before this release, only the first 500 characters of note data were captured in the statement summary when trying to create a new solution from a service request. Now, complete note data is transferred over to the statement detail, and the first 2000 characters are kept inside the statement summary. An author can arrange the information between the statement summary and details. There is no impact on the existing solutions and statements created in the system.

Search Administration

New administration pages allow you to manage repositories available for simple search for a service provider. You can define custom repositories and associate the repositories with the appropriate contexts from the setup. Existing data defined in the system are upgraded accordingly.

In particular, the profile option “Knowledge: Simple search repository key” is now obsolete, and data defined in this profile (including the JTF advanced properties data) are migrated to different context mappings and custom repositories, if they exist. Data modified in the JTF properties is no longer honored by KM after the upgrade.

Autolink Administration

Autolinks have replaced the Note Token Rules. For any implementation that has already defined Note Token Rules for objects “Knowledge Base Solution” or “Knowledge: OA Solution,” and is being upgraded, no additional setup steps are required to use the existing rules, as they are upgraded as autolinks and autolink usage automatically.

The only change is that you should now use the Oracle Knowledge Management administration pages to view and update the setup. As a result, the administrator must have access to the Knowledge Base System Administration responsibility. Access to the Oracle Quality Online (OQO) administrator (DEMS Administrator) responsibility is no longer required. Data modified in OQO is no longer be honored by KM, and the setup screens for token rule are obsolete.

Concurrent Request Access

The KM administrator can submit and monitor concurrent requests directly from the KM menu, using a new request group that has been set up and assigned to the KM administrator.

Setup Menu

The KM setup menu has changed due to the introduction of new setup screens and concurrent request ability. If you have customized the KM setup menu, you must incorporate these changes manually.