This appendix covers the following topics:
This appendix lists predefined data for Oracle TeleService. You can enable or disable elements of the Oracle TeleService application including tabs, buttons, menus, and regions by mapping the functions listed in this appendix to responsibilities. You can use the predefined data security information as a guide to creating custom security.
Note: Do not modify the predefined data. This data is provided for you to use as delivered. If you want to make modifications, please make a copy and modify the copy.
This group of topics lists the functions you can map to responsibilities using procedures described in Oracle E-Business Suite Setup Guide. It lists functions for:
The following table lists the Contact Center functions you can map to responsibilities:
| Function | Description | Affected Tab or Window |
|---|---|---|
| CSCFAAB | Provides access to the Account Interactions button on the Interactions tab. | Contact Center Interactions tab |
| CSCSFACT | Provides access to the Accounts tab. | Contact Center Accounts tab |
| CSCSFADB | Provides access to the Details button on the Accounts tab. This button launches the Customer Account Details window. | Contact Center Accounts tab |
| CSCSFADR | Provides access to the Addresses tab. | Contact Center Addresses tab |
| CSCSFAIB | Provides access to the All Interactions button in the Interactions tab. | Contact Center Interactions tab |
| CSCSFAMB | Provides access to the Assignment Manager button next to the Owner and Assignee fields of the Tasks tab. | Contact Center Tasks tab |
| CSCSFANB | Provides access to the Add Notes button on the Tasks tab. | Contact Center Tasks tab |
| CSCSFAPB | Provides access to the Adjustment Processing button. | Contact Center Invoices tab |
| CSCSFATB | Provides access to the Details button on the Tasks tab. | Contact Center Tasks tab |
| CSCSFCAD | Provides the ability to creates and update addresses on the Addresses tab. | Contact Center Addresses tab |
| CSCSFCAT | Provides the ability to create accounts on the Accounts tab. | Contact Center Accounts tab |
| CSCSFCCC | Provides the ability to create a customer in Create Contact window. | Create Contact window |
| CSCSFCCP | Provides the ability to create and update contact points in the Contact Points tab. | Contact Center Contact Points tab |
| CSCSFCIB | Provides access to the Call Information icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFCNO | Provides the ability to create and update Notes on the Notes tab. | Contact Center Notes tab |
| CSCSFCOL | Provides access to the Collateral tab. | Contact Center Collateral Tab |
| CSCSFCPT | Provides access to the Contact Points tab. | Contact Center Contact Points tab |
| CSCSFCRB | Provides access to the Contact Restrictions button on the Party Information tab. | Contact Center Party Information tab |
| CSCSFCRD | Provides access to the Credit tab of the Customer Account Details window. | Contact Center Accounts tab Account Details Window |
| CSCSFCRE | Provides the ability to create and update relationships on the Relationships tab. | Contact Center Relationships tab |
| CSCSFCSN | Provides access to the Customer Standard button on the Accounts Tab. This button launches the Customers - Standard window. | Contact Center Accounts tab |
| CSCSFCTK | Provides the ability to create a task on the Tasks tab. | Contact Center Tasks tab |
| CSCSFCWU | Provides access to the Call Wrap Up icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFDBU | Provides access to the Details button on the Party Information tab. | Contact Center Party Information tab |
| CSCSFDSB | Provides access to the Dashboard tab*. | Contact Center Dashboard tab |
| CSCSFECO | Provides access to the Edit Contact button. | Contact Center header |
| CSCSFECT | Provides access to the Edit Customer button. | Contact Center header |
| CSCSFECW | Provides access to the Open Email Compose Window icon in the toolbar, the Contact Center header, and the Contact Points tab. This also controls access to the corresponding menu selection. | Contact Center header and tabs |
| CSCSFIAB | Provides access to the Identifying Address button on the Addresses tab. This button is used to create or change the customer's identifying address. | Contact Center Addresses tab |
| CSCSFIB | Provides access to the Install Base tab. | Contact Center Install Base tab |
| CSCSFINT | Provides access to the Interactions tab. | Contact Center Interactions tab |
| CSCSFINV | Provides access to the Invoices tab. | Contact Center Invoices tab |
| CSCSFLWF | Provides access to the Launch Workflow button on the Tasks tab. | Contact Center Tasks tab |
| CSCSFMBU | Provides access to the More button on the Tasks tab. | Contact Center Tasks tab |
| CSCSFNCO | Provides access to the Create Contact button. | Contact Center header |
| CSCSFNCT | Provides access to the Create Customer button. | Contact Center header |
| CSCSFOKS | Provides access to the Contracts tab. | Contact Center Contracts tab |
| CSCSFORD | Provides access to the Orders tab. | Contact Center Orders tab |
| CSCSFPBU | Provides access to the Initiate Call button in the Contact Center header and Contact Points tab. This button is located next to the Phone field. | Contact Center header |
| CSCSFPDB | Provides access to the Payment Details button. | Contact Center Invoices tab |
| CSCSFPPB | Provides access to the Payment Processing button. | Contact Center Invoices tab |
| CSCSFPTY | Provides access to the Party Information tab. | Contact Center Party Information tab |
| CSCSFQMB | Provides access to the Quick Menu icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFRBU | Provides access to the Refresh button on the Dashboard tab. | Contact Center Dashboard tab |
| CSCSFREL | Provides access to the Relationships tab | Contact Center Relationships tab |
| CSCSFROL | Provides access to the Roles tab of the Customer Account Details window and the ability to create and update roles. | Contact Center Accounts tab Account Details Window |
| CSCSFRTB | Provides access to the Relationships tab of the Customer Account Details window and the ability to create new relationships. | Contact Center Accounts tab Account Details Window |
| CSCSFSCB | Provides access to the Script icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFSCP | Provides access to the Site Contact Points button on the Addresses tab. This button makes it possible to enter addresses for customer sites. | Contact Center Addresses tab |
| CSCSFSIT | Provides access to the Sites tab of the Customer Account Details window and the ability to create and update sites. | Contact Center Accounts tab Account Details Window |
| CSCSFSPB | Provides access to the Soft Phone icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFSR | Provides access to the Service Request tab. | Contact Center Service Request tab |
| CSCSFSUS | Provides access to the Suspensions tab of the Customer Account Details window. | Contact Center Accounts tab Account Details Window |
| CSCSFTDB | Provides access to the Transaction Details button. | Contact Center Invoices tab |
| CSCSFTSK | Provides access to the Tasks tab. | Contact Center Tasks tab |
| CSCSFUAT | Provides the ability to update account information in the Accounts tab. | Contact Center Accounts tab |
| CSCSFUPI | Provides the ability to update customer information on the Party Information tab. | Contact Center Party Information tab |
| CSCSFUTB | Provides access to the Use Template button on the Tasks tab. | Contact Center Tasks tab |
| CSCSFUTK | Provides the ability to update a task on the Tasks tab. | Contact Center Tasks tab |
| CSCSFUWQ | Provides access to the Universal Work Queue icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSFWKB | Provides access to the Notes tab. | Contact Center Notes tab |
| CSCSKBIC | Provides access to the Knowledge Base icon in the toolbar and the corresponding menu selection. | Toolbar |
| CSCSNORB | Provides access to the New button on the Orders tab of the Contact Center. | Contact Center Orders tab |
| CSCSODEB | Provides access to the Details button on the Orders tab. | Contact Center Orders tab |
The following table lists service request related functions:
| Function | Description | Affected Tab or Window |
|---|---|---|
| CS_HA_ADD_NOTES | Provides the ability to create notes. | Workbench tab |
| CS_HA_AXS_ABORT_SRWF_SM | Provides access to the Abort Service Request Workflow Special Menu item | Menu item |
| CS_HA_AXS_ACCESS_HOURS_BTN | Provides access to the Access Hours button. | Tasks tab of the Service Request window |
| CS_HA_AXS_AM_BTNS | Provides access to the Assignment Manager UI. | Service Request header |
| CS_HA_AXS_ATTACHMENT_UI | Provides access to attachments. | Service Request window |
| CS_HA_AXS_CONTACTS_TAB | Provides access to the Contacts/Addresses tab. | Contacts/Addresses tab |
| CS_HA_AXS_COPY_SR_SM | Provides access to the Copy Service Request item on the Special Menu. | Menu item |
| CS_HA_AXS_COUNTER_SM | Provides access to the Counters item on the Special Menu. | Menu item |
| CS_HA_AXS_CUSTOMER_BTN | Provides access to the Customer Update UI. | Service Request window |
| CS_HA_AXS_CUSTOMER_PROFILE_BTN | Provides access to the Customer Profile. | Service Request window |
| CS_HA_AXS_FIND_ICON | Provides access to the Find icon. | Service Request header |
| CS_HA_AXS_FIND_PRD_BTN | Provides access to the Find Instance button. | Service Request header |
| CS_HA_AXS_FOLDER_BTN | Provides access to the Folder button. | Service Request window |
| CS_HA_AXS_FULFILMENT_SM | Provides access to the Fulfillment Special menu item. | Menu item |
| CS_HA_AXS_INTERACTION_TAB | Provides access to the Interactions Tab. | Interactions tab |
| CS_HA_AXS_KB_UI | Provides access to the Search Knowledge button. | Workbench tab |
| CS_HA_AXS_LAUNCH_SRWF_SM | Provides access to the Launch Service Request Workflow Special menu item. | Menu item |
| CS_HA_AXS_LAUNCH_WF_BTN | Provides access to the Launch Workflow button. | Task tab |
| CS_HA_AXS_LOG_TAB | Provides access to the Log tab. | Service Request window |
| CS_HA_AXS_NOTE_DETAIL_BTN | Provides access to the Note Detail button. | Workbench tab |
| CS_HA_AXS_NOTES_SM | Provides access to the Notes special menu item. | Menu item |
| CS_HA_AXS_OUTBOUND_EMAIL_SM | Provides access to the Outbound Email Special menu item. | Menu item |
| CS_HA_AXS_OWC_SM | Provides access to the Web Conferencing special menu item. | Menu item |
| CS_HA_AXS_PARTS_BTN | Provides access to the Parts button. | Tasks tab of the Service Request window |
| CS_HA_AXS_PRD_CONFIG_BTN | Provides access to the Instance Configuration button on the Subject tab. | Subject tab |
| CS_HA_AXS_PRD_COV_TAB | Provides access to the Subject tab. | Subject tab |
| CS_HA_AXS_PRINT_REQUEST_SM | Provides access to the Print Request special menu item. | Menu item |
| CS_HA_AXS_PROFIT_MARGIN_SM | Provides access to the Service Request Profit Report Audit special menu item. | Menu item |
| CS_HA_AXS_QUICKMENU_SM | Provides access to the Quick Menu special menu item. | Menu item |
| CS_HA_AXS_REL_DOCS_TAB | Provides access to the Related Documents tab. | Related Objects tab |
| CS_HA_AXS_SCRIPTING_SM | Provides access to the Scripting special menu item. | Menu item |
| CS_HA_AXS_SEND_MESSAGE_SM | Provides access to the Send Message special menu item. | Menu item |
| CS_HA_AXS_SKILLS_BTN | Provides access to the Skills button. | Tasks tab of the Service Request window |
| CS_HA_AXS_SR_AUDIT_SM | Provides access to the Audit Report special menu item. | Menu item |
| CS_HA_AXS_SR_ESCALATE_SM | Provides access to the Service Request Escalation special menu item. | Menu item |
| CS_HA_AXS_SRV_HIST_TAB | Provides access to the Service History tab. | Service History tab |
| CS_HA_AXS_TASK_DETAIL_BTN | Provides access to the Task Details UI. | Task tab |
| CS_HA_AXS_TASK_ESCALATE_SM | Provides access to the Task Escalation special menu item. | Menu item |
| CS_HA_AXS_TASK_TAB | Provides access to the Tasks tab. | Task tab |
| CS_HA_AXS_TRANSALATION | Provides access to Translation. | Service Request window |
| CS_HA_AXS_USE_TEMPLATE_BTN | Provides access to the Use Template button. | Tasks tab of the Service Request window |
| CS_HA_AXS_UWQ_BTNS | Provides access to the UWQ buttons (Call Info, Call Wrap Up, End Call, and Agent on Break Buttons.) | Universal Work Queue window |
| CS_HA_AXS_VIEW_LOG_BTN | Provides access to the Log and Notes button. | Workbench tab |
| CS_HA_AXS_VIEW_MESSAGE_SM | Provides access to the View Message special menu item. | Menu item |
| CS_HA_AXS_WEB_ACT_SM | Provides access to the Web Availability special menu item. | Menu item |
| CS_HA_AXS_WORKBENCH_TAB | Provides access to the Workbench tab. | Workbench tab |
| CS_HA_INST_CHRG | Provides the ability to create charges. | Charges tab of the Service Request window |
| CS_HA_INST_CONTACTS | Provides the ability to create contact and contact point. | Create Contact window |
| CS_HA_INST_INTERACTION_ACT | Provides the ability to create interactions and activities. | Service Request window |
| CS_HA_INST_REL_DOCS | Provides the ability to create related document. | Related Objects tab |
| CS_HA_INST_SERVICE_REQUEST | Provides the ability to create a service request. | Service Request Creation |
| CS_HA_INST_TASK | Provides the ability to create tasks. | Task tab |
| CS_HA_UPDT_CHRG | Provides the ability to update charges. | Charges tab on Service Request window |
| CS_HA_UPDT_CONTACTS | Provides the ability to update contact and contact point. | Service Request window |
| CS_HA_UPDT_NOTES | Provides the ability to update notes. | Workbench tab |
| CS_HA_UPDT_REL_DOCS | Provides the ability to update related document and access the Delete Link button. | Related Objects tab |
| CS_HA_UPDT_SERVICE_REQUEST | Provides the ability to update service requests. | Service Request Update |
| CS_HA_UPDT_TASK | Provides the ability to update tasks. | Service Request window |
| CS_MASS_SR_UPDATE | Provides the ability to search and update mass service requests. | Mass Service Request Update window |
| CS_SR_OK_INTEGRATION_FN | Provides the ability to search using InQuira. | Workbench tab |
This section lists the seed data for the standard service security that comes with your application. You can use it as a guide for creating your own custom security.
The following table lists the objects used by standard service security:
| Object Name | Description |
|---|---|
| CS_SERVICE_REQUEST | Service Request |
| CS_SR_TYPE | Service Request Type |
| JTF_TASK_RESOURCE | Resources |
The following table lists the predefined object functions, also known as Form Functions.
| Object Function Name | Related Object | Description |
|---|---|---|
| CS_JTF_RESOURCE_SELECT_SEC | JTF_TASK_RESOURCE | Select Service Request Type |
| CS_SR_ACCESS_RESP_SEC | CS_SERVICE_REQUEST | Service request security for Oracle Telephony Manager |
| CS_SR_TYPE_SELECT_SEC | CS_SR_TYPE | Select Service Request Types |
| CS_SR_CREATE | CS_SERVICE_REQUEST | Create access to a service request |
| CS_SR_UPDATE | CS_SERVICE_REQUEST | Update access to a service request |
| CS_SR_VIEW | CS_SERVICE_REQUEST | Read access to a service request |
| CS_SR_DELETE | CS_SERVICE_REQUEST | Delete access to a service request |
The following table lists the predefined object roles. These are the service related menus, also known as Object Roles or FND Menus.
| Permission Set | Description |
|---|---|
| CS_SR_FULL_ACCESS | Provides full access to Service Request data |
| CS_SR_TYPE_SELECT | Select Service Request Types |
| CS_RESOURCE_ASSIGN | Assign service request resources |
| CS_SR_ACCESS_RESP | Security request security for Oracle Telephony Manager |
The following table lists the predefined object role functions, also known as Object Role Functions or FND Menu Functions.
| Permission | Object Function (Function_name in FND_FORM_FUNCTIONS) | Purpose |
|---|---|---|
| CS_SR_FULL_ACCESS |
|
Provides full access to service request data |
| CS_SR_TYPE_SELECT | CS_SR_TYPE_SELECT_SEC | To Secure CS_SR_TYPE in base queries in service security |
| CS_RESOURCE_ASSIGN | CS_JTF_RESOURCE_SELECT_SEC | For validating SR owner as resource. |
| CS_SR_ACCESS_RESP | CS_SR_ACCESS_RESP_SEC | Validates Oracle Telephony Manager access to service requests. |
The following table lists the predefined object instance sets used by the application when normal security is turned on.
| Object Instance Set Name | Predicate | Description |
|---|---|---|
| CS_SR_SRTYPE_SEC | EXISTS ( SELECT '1' FROM cs_sr_type_mapping csmap WHERE csmap.incident_type_id = &TABLE_ALIAS.incident_type_id AND csmap.responsibility_id = sys_context( 'FND', 'RESP_ID') AND csmap.application_id = sys_context( 'FND', 'RESP_APPL_ID') AND trunc(sysdate) between trunc(nvl(csmap.start_date, sysdate)) and trunc(nvl(csmap.end_date,sysdate)) ) | Restricts service request access by Service Request Type |
| CS_SRTYPE_SEC | AND EXISTS(SELECT '1'FROM cs_sr_type_mapping csmapWHERE csmap.incident_type_id = cs_incident_types_b_sec.incident_type_id AND csmap.responsibility_id = sys_context( 'CS_SR_SECURITY', 'RESP_ID')AND csmap.application_id = sys_context( 'CS_SR_SECURITY', 'APPL_ID') AND trunc(sysdate) between trunc(nvl(csmap.start_date, sysdate)) AND trunc(nvl(csmap.end_date,sysdate)) ) | Restricts availability of Service Request Types |
| CS_RESOURCE_SEC | EXISTS (SELECT '1' from FND_USER_RESP_GROUPS ur, cs_sr_type_mapping csmap WHERE cs_jtf_rs_resource_extns_sec.user_id = ur.user_id AND ur.responsibility_id = csmap.responsibility_id AND ur.responsibility_application_id = csmap.application_id AND csmap.business_usage = 'AGENT' AND csmap.incident_type_id = sys_context( 'CS_SR_SECURITY', 'SRTYPE_ID') AND trunc(sysdate) between trunc(nvl(ur.start_date,sysdate)) AND trunc(nvl(ur.end_date,sysdate)) AND trunc(sysdate) between trunc(nvl(csmap.start_date, sysdate)) AND trunc(nvl(csmap.end_date,sysdate)) ) OR ( cs_jtf_rs_resource_extns_sec.user_id is NULL AND cs_jtf_rs_resource_extns_sec.category <> 'EMPLOYEE' )) | Restricts assignment of resources to service requests |
| CS_SR_ACCESS_RESP_SEC | AND EXISTS (SELECT '1' from cs_sr_type_mapping csmap WHERE csmap.incident_type_id = cs_incidents_b_sec.incident_type_id AND csmap.responsibility_id = sys_context( 'CS_SR_SECURITY', 'RESP_ID')AND csmap.application_id = sys_context( 'CS_SR_SECURITY', 'APPL_ID') AND trunc(sysdate) between trunc(nvl(csmap.start_date, sysdate)) AND trunc(nvl(csmap.end_date,sysdate)) ) | Restricts access to service requests by Service Request Type and responsibility |
The following table lists the predefined object instance sets used by the application when normal security is turned off and permits unrestricted access.
| Object Instance Set Name | Predicate | Description |
|---|---|---|
| CS_RESOURCE_NO_SEC | "1=1" | Permits unrestricted assignment of resources to service requests |
| CS_SR_ACCESS_RESP_NO_SEC | "1=1" | Permits unrestricted access to Service Request Types by responsibility |
| CS_SR_SRTYPE_NO_SEC | "1=1" | Permits unrestricted service request access by Service Request Type |
| CS_SRTYPE_NO_SEC | "1=1" | Permits unrestricted availability of Service Request Types |
The following table lists all predefined grants. All predefined grants are set with the grantee of GLOBAL.
| Description | Object Type | Object Role | Instance Set |
|---|---|---|---|
| Restricts access by Service Request Type | CS_SERVICE_REQUEST | CS_SR_FULL_ACCESS | CS_SR_SRTYPE_SEC |
| Permits access to all Service Request Types when security is turned off. | CS_SERVICE_REQUEST | CS_SR_FULL_ACCESS | CS_SR_SRTYPE_NO_SEC |
| Restricts service request access by Service Request Type and specific responsibility | CS_SERVICE_REQUEST | CS_SR_ ACCESS_RESP | CS_SR_ACCESS_RESP_SEC |
| Permits access to all Service Request Types by responsibility when security is turned off. | CS_SERVICE_REQUEST | CS_SR_ ACCESS_RESP | CS_SR_ACCESS_RESP_NO_SEC |
| Secures the Service Request Type list of values (LOV) | CS_SR_TYPE | CS_SR_TYPE_SELECT | CS_ SRTYPE_SEC |
| Permits access to all Service Request Types in the LOV when security is turned off | CS_SR_TYPE | CS_SR_TYPE_SELECT | CS_SRTYPE_NO_SEC |
| Restricts resources that can be assigned to service requests and service request tasks by Service Request Type. | JTF_TASK_RESOURCE | CS_RESOURCE_ASSIGN | CS_RESOURCE_SEC |
| Permits assignment of all resources to service requests and service request tasks when security is turned off | JTF_TASK_RESOURCE | CS_RESOURCE_ASSIGN | CS_RESOURCE_NO_SEC |