This chapter covers the following topics:
If your organization is using the Oracle Workflow Messaging feature for service requests, you can use action codes to specify an action you want a message recipient to take.
Agents can send messages regarding a service request from the Service Request window by selecting Select Messages from the Tools menu.
To setup a message action code
Navigate to the Service responsibility, Setup, Definitions, HTML Setup, and then Action Request Types.
The Action Request Types page appears.
Click the + icon. A row appears at the bottom of the table where you can enter the required details.
Enter a message action code in the Code field.
Enter a brief description of the code in the Meaning field.
Enter a full description of the code in the Description field.
Enter the start and end dates.
Select the Enabled check box to make the code available for use.
Click Apply to save the message action request code.
To make it possible for agents to access Oracle Complex Maintenance, Repair, and Overhaul maintenance requirements, you must implement Oracle Complex Maintenance, Repair, and Overhaul according to that application's documentation and create Service Request Types with the Complex Maintenance check box selected. See Setting Up Service Request Types. This is the only implementation step within Oracle TeleService.