Enabling Service Request Reports

This chapter covers the following topics:

• Overview of Service Request Reports
• Modifying the Service Request Report
• Specifying the Data Definition for User Reports
• Predefined Data Definition Contents

Overview of Service Request Reports

You can print the contents of service requests and cases, and generate a profit margin report for each service request, in HTML, PDF, RTF, and XSL formats via an integration with Oracle XML Publisher.

Your application comes with three data definitions ready for use for a service request: a detail report, a summary report, and a profit margin report. Each data definition comes with its own template for an English language report as listed in the table below:

Data Definition	Corresponding Template	Template Description
Service Request Detail Definition (CS_SR_DETAIL_DEF)	Service Request Detail Report Template (CS_SR_DETAIL_TMP_en)	Includes all available service request attributes including charges, the two descriptive flexfields, and extensible attributes.
Service Request Summary Definition (CS_SR_SUMMARY_DEF)	Service Request Summary Report Template (CS_SR_SUMMARY_ TMP_en)	Includes a subset of the detailed report attributes including the same charges information as the detailed report.
Profit Margin Data Definition (CS_COST_DEF)	Profit Margin Report Template (CS_COST_TMP_en)	Includes all cost and charges details for a particular service request.

You can modify the predefined templates to change the look of the template or add text, using the Oracle XML Publisher Template Builder, a Microsoft Word macro or any text tool.

You cannot modify the predefined templates but you can modify copies and specify an end date for the template in Oracle XML Publisher's Template Manager.

Using personalization, you can set up the application to enable users to print based on templates created based on either the detailed data definition or the summary data definition. (By default, the application enables the detailed data definition).

To create a custom template:

1. Under the XML Publisher Administrator responsibility, navigate to Templates. The Templates page appears.

2. Search for the required template.

3. Click the Duplicate icon. The Copy Template page appears. Click Apply.

4. From the View Template page, click Download to download the RTF template and save it to your local machine. Modify the RTF template as required.

5. Click the Update icon and the Update File page appears. Click Browse to select the updated RTF file from your local machine. Click Apply to update the template definition with the new RTF file.

Setting Up the Profit Margin Report

1. By default the Profit Margin Report is enabled from the Service Request Form and Update Service Request page (HTML).

2. Add the function Access Profit Margin Report Special Menu Item to the responsibility menu.

   Note: This step is optional. It is required only if the user has a new menu.

3. Ensure that the action item for the Profit Margin Report is enabled in the lookup CSZ_GLOBAL_ACTIONS to access the report from the Update Service Request Page (HTML). This setup is done by default.

Modifying the Service Request Report

Use this general procedure to modify the service request report.

Prerequisites:

You must have Oracle XML Publisher implemented.

To modify service request reports

1. Search and display the “Service” template in XML Publisher Home page.

   The Home page displays all of the templates available for Service: both the detail and the summary templates as well as the Service Request E-Record template, a template for capturing complete service request records.

2. Select the Service Request Summary link.

   The View Template: Service Request Summary page appears.

3. Click Download for the CS_SR_SUMMARY_TMP.rtf file.

4. Save it to a folder on your hard disk. Modify the Template in Microsoft Word with Oracle XML Publisher Template Builder

5. Open the RTF file in Microsoft Word with Oracle XML Publisher Template Builder.

6. To modify the header, choose Header and Footer from the View menu.

7. Enter text of your choice in the header. For example: “Please note that this report is for information only and does not imply any contractual commitments on the part of Vision Corporation.”

8. Close the header and save your document as CS_SR_SUMMARY_TMP_X.rtf

9. On the Oracle XML Publisher Home page, search for the Service application templates again.

10. Click the Duplicate icon for the Service Request Summary template.

11. In the Copy Template tabbed page, enter “CS_SR_SUMMARY_TMP_X” as the code and “ABC Service Request Summary” as the template name. Agents will select the name for generating the report.

12. Click Apply. The application opens the View Template page with the copied template information.

13. Click Add File.

14. Browse for and enter the modified template file.

15. Enter “English” in the Language field.

16. Click Apply. The application returns you to the View Template page.

17. Click Update. Enter the name of your file in the Default File field. This makes the new file you uploaded as the default file for your template.

18. Click Apply.

Specifying the Data Definition for User Reports

The list of reports users have available for printing service requests is based on the data definition you specify for the XML Publisher page where users make their selection. By default, this page is set to the detailed data definition (CS_SR_DETAIL_DEF), so users can choose reports based on that definition. Use this procedure to specify the summary data definition.

To specify a different data definition

1. Display any service request in the application you are using.

2. Navigate to the page where you select the report template. In HTML based applications (Case Management, Customer Support, and Service Desk), select Generate Report from the Action list and click Go. In Oracle TeleService's Service Request window, choose Print Request from the Tools1 menu.

   The template selection page appears.

   

3. Select the Personalize Page link at the top of the page.

4. Edit the Message Choice: Datasource field by clicking Personalize.

   

5. Enter the data definition you want to use in the Initial Value field at the desired personalization level. For example, CS_SR_SUMMARY_DEF for the seeded summary data definition.

6. Click Apply.

Predefined Data Definition Contents

This section lists the service request information included in the three seeded data definitions. Each table specifies whether an attribute is available in the detailed data definition (CS_SR_DETAIL_DEF), summary data definition (CS_SR_SUMMARY_DEF), or the profit margin data definition (CS_COST_DEF).

The predefined templates for Service Request Detail and Service Request Summary reports include most of the attributes in their respective data definitions. The detailed template includes all. The summary template includes all but the following:

• Extensible Attributes

• Internal Flexfield

• External Flexfield

Customer Information

The following table lists the customer-related parameters:

Attribute	Detailed Definition	Summary Definition
Account	Yes	Yes (hidden)
Account ID (Application-generated ID included but not displayed by default)	Yes	Yes
Customer ID (Application-generated ID included but not displayed by default)	Yes	Yes (hidden)
Customer Number	Yes	Yes
Name	Yes	Yes
Type	Yes	Yes

Contact Information

The following table lists the contact related parameters:

Attribute	Detailed Definition	Summary Definition
E-mail	Yes	Yes
Name	Yes	Yes
Phone	Yes	Yes
Type	Yes	Yes

Service Request Subject

This information pertains to the subject of the service request.

Attribute	Detailed Definition	Summary Definition
Category	Yes	Yes
Component	Yes	No
Component Revision	Yes	No
Incident Address	Yes	Yes
Item	Yes	Yes
Item Desc	Yes	Yes
Item Instance	Yes	Yes
Item Revision	Yes	No
Problem Code	Yes	No
Problem Summary	Yes	No
Resolution Code	Yes	No
Resolution Summary	Yes	No
Serial Number	Yes	Yes
Sub-Component	Yes	No
Sub-Component Revision	Yes	No
System Number	Yes	No
Tag Number	Yes	No

Service Request Information

The following table lists the service request related parameters:

Attribute	Detailed Definition	Summary Definition
Agent Time Zone	Yes	Yes
Contact Respond By	Yes	Yes
Contact Responded On	Yes	Yes
Contact Resolve By	Yes	Yes
Contact Resolved On	Yes	Yes
Contact Time Zone	Yes	Yes
Created By	Yes	Yes (hidden)
Group	Yes	Yes
Incident Date	Yes	Yes
Incident Respond By	Yes	Yes
Incident Responded On	Yes	Yes
Incident Resolve By	Yes	Yes
Incident Resolved On	Yes	Yes
Incident Time Zone	Yes	Yes
Owner	Yes	Yes
Owner Type	Yes	Yes
Reported Date	Yes	Yes
Resolve By Date	Yes	Yes
Resolved On Date	Yes	Yes
Respond By Date	Yes	Yes
Responded On Date	Yes	Yes
Severity	Yes	Yes
Status	Yes	Yes
Type	Yes	Yes

Contract

This information relates to the contract selected for the service request.

Attribute	Detailed Definition	Summary Definition
Coverage	Yes	Yes
Number	Yes	Yes
Service	Yes	Yes

Associated Parties

Associated parties are used only in Case Management. If a service request includes multiple contacts and contact points they are displayed in this section.

Attribute	Detailed Definition	Summary Definition
Contact	Yes	No
Contact By	Yes	No
Party Name	Yes	No
Party Role	Yes	No
Party Type	Yes	No

Service Request Tasks

The following table lists tasks related attributes:

Attribute	Detailed Definition	Summary Definition
Date	Yes	No
Description	Yes	No
Number	Yes	No
Owner	Yes	No
Priority	Yes	No
Status	Yes	No
Subject	Yes	No
Type	Yes	No

Linked Solutions

The following table lists Oracle Knowledge Management related attributes:

Attribute	Detailed Definition	Summary Definition
Solution Number	Yes	No
Title	Yes	No
Updated Date	Yes	No

Notes

The following table lists notes related attributes:

Attribute	Detailed Definition	Summary Definition
Created By	Yes	No
Date Entered	Yes	No
Description	Yes	No
Detail	Yes	No
Type	Yes	No
Visibility	Yes	No

Audit Information

Your application automatically records changes to important fields, including the original and changed value, person who made the change, and the date the change was made. The data definition includes audit information on the following fields:

• Group Owner

• Owner

• Resolution Date

• Resource Type (Owner Type)

• Severity

• Status

• Type

• Urgency

The information listed in the following table appears in the report for each of the audit fields:

Attribute	Detailed Definition	Summary Definition
Audit Field	Yes	No
Name	Yes	No
New Value	Yes	No
Old Value	Yes	No
Update Date	Yes	No
User Name	Yes	No

Interaction History

The application automatically tracks the agent interactions with the customer in Interaction History. The following interaction attributes are available for the report.

Attribute	Detailed Definition	Summary Definition
Agent	Yes	No
Interaction ID	Yes	No
Outcome	Yes	No
Reason	Yes	No
Result	Yes	No
Start Date	Yes	No

Related Service Requests

Agents can add links to related service requests and specify the relationship. The following information is available for the reports:

Attribute	Detailed Definition	Summary Definition
Number	Yes	No
Owner	Yes	No
Relationship	Yes	No
Severity	Yes	No
Status	Yes	No
Summary	Yes	No

Related Objects

Agents can link a service request to another Oracle E-Business Suite object. The following information is available in the reports:

Attribute	Detailed Definition	Summary Definition
Description	Yes	No
Number	Yes	No
Object	Yes	No

Internal Descriptive Flexfield

The detailed data definition includes information from the descriptive flexfield located on the Workbench tab of the Service Request window. The seeded template based on this definition omits it. If you have implemented the capture of additional service request information using this flexfield, you must add this information to your template and modify the prompts to correspond to the prompts in the flexfield.

ATTRIBUTE1	Detailed Definition	Summary Definition
ATTRIBUTE2	Yes	No
ATTRIBUTE3	Yes	No
ATTRIBUTE4	Yes	No
ATTRIBUTE5	Yes	No
ATTRIBUTE6	Yes	No
ATTRIBUTE7	Yes	No
ATTRIBUTE8	Yes	No
ATTRIBUTE9	Yes	No
ATTRIBUTE10	Yes	No
ATTRIBUTE11	Yes	No
ATTRIBUTE12	Yes	No
ATTRIBUTE13	Yes	No
ATTRIBUTE14	Yes	No
ATTRIBUTE15	Yes	No
INCIDENT_CONTEXT	Yes	No

External Descriptive Flexfield

The detailed data definition includes information from the descriptive flexfield located on the header of the Service Request window. The predefined template based on this definition omits it. If you have implemented capturing of additional information using this flexfield, you must add this information to your template and modify the prompts to correspond to the prompts in the flexfield.

Attribute	Detailed Definition	Summary Definition
EXT_ATTRIBUTE1	Yes	No
EXT_ATTRIBUTE2	Yes	No
EXT_ATTRIBUTE3	Yes	No
EXT_ATTRIBUTE4	Yes	No
EXT_ATTRIBUTE5	Yes	No
EXT_ATTRIBUTE6	Yes	No
EXT_ATTRIBUTE7	Yes	No
EXT_ATTRIBUTE8	Yes	No
EXT_ATTRIBUTE9	Yes	No
EXT_ATTRIBUTE10	Yes	No
EXT_ATTRIBUTE11	Yes	No
EXT_ATTRIBUTE12	Yes	No
EXT_ATTRIBUTE13	Yes	No
EXT_ATTRIBUTE14	Yes	No
EXT_ATTRIBUTE15	Yes	No
EXT_CONTEXT	Yes	No

Service Request Extensible Attributes

Service request extensible attributes are included in the detailed data definition but not in the predefined template as described in the table below:

Attribute	Detailed Definition	Summary Definition
ATTR_GROUP_DISP_NAME	Yes	No
ATTR_UNIT_OF_MEASURE	Yes	No
ATTR_VALUE_DISPLAY	Yes	No
GROUP	Yes	No

Charges Information

The following charges information appears in both the summary and detailed data definitions and reports:

Estimated Charges

The estimated charges in the following table are included:

Attribute	Detailed Definition	Summary Definition
Currency Code	Yes	Yes
Extended Price	Yes	Yes
Item	Yes	Yes
Item Description	Yes	Yes
Net Price	Yes	Yes
Quantity	Yes	Yes
Service Activity	Yes	Yes
Unit Price	Yes	Yes
UOM	Yes	Yes

Submitted Charges

The submitted charges listed in the table below are included:

Attribute	Detailed Definition	Summary Definition
Currency Code	Yes	Yes
Extended Price	Yes	Yes
Item	Yes	Yes
Item Description	Yes	Yes
Net Price	Yes	Yes
Quantity	Yes	Yes
Service Activity	Yes	Yes
Unit Price	Yes	Yes
UOM	Yes	Yes

Unsubmitted Charges

The unsubmitted charges in the following table are included:

Attribute	Detailed Definition	Summary Definition
Currency Code	Yes	Yes
Extended Price	Yes	Yes
Item	Yes	Yes
Item Description	Yes	Yes
Net Price	Yes	Yes
Quantity	Yes	Yes
Service Activity	Yes	Yes
Unit Price	Yes	Yes
UOM	Yes	Yes

Profit Margin Information

The Profit Margin Report displays the following regions: Customer Information, Service Request Information, Summary Information, and Transaction Details.

Customer Information

The customer related information is as follows:

• Customer Type

• Customer Name

• Customer Number

• Account Number

• Contact Type

• Contact Name

• Contact Phone Number

• Contact Email

Service Request Information

The service request related information is as follows:

• Incident Number

• Incident ID

• Problem Summary

• Problem Code

• Resolution Code

• Resolution Summary

• Reported Date

• Resolve By

• Incident Occurred Date

• Request Type

• Request Status

• Request Urgency

• Request Severity

• Request Importance Level

• Service Request Group

• Service Request Owner

• Product

• Product Description

• Serial Number

• Operating Unit

• Expenditure Organization

• Project Number

• Project Name

• Project Task Number

• Project Task Name

Summary Information

The summary of the revenues, cost and profit by billing type displayed is as follows:

• Material Revenue

• Labor Revenue

• Expense Revenue

• Total Revenue

• Material Cost

• Labor Cost

• Expense Cost

• Total Costs

• Material Profit

• Labor Profit

• Expense Profit

• Total Profit

• Material Profit%

• Labor Profit%

• Expense Profit%

• Total Profit%

Transaction Details

The transactions (costs, debrief, repair orders, charges) displayed for a service request are as follows:

• Billing Type

• Currency Code

• Operating Unit

• Estimate Detail ID

• Line Number

• Charge Creation Date

• Cost ID

• Transaction Type ID

• Service Activity Code

• Business Process Name

• Business Process ID

• Item

• Item Description

• Quantity

• UOM

• List Price

• Override Unit Price

• Extended Price

• Contract Discount Amount

• Net Charges

Repair Order Information

• Item

• Serial Number

• Repair Order Number

• Repair Type

Debrief Information

• Quantity

• Item

Cost

• Unit Cost

• Extended Cost

Profit

• Profit Margin

• Profit Margin%