This chapter covers the following topics:
Oracle Application Search uses Oracle Secure Enterprise Search to enable keyword search on applications data. It provides full text search services on application content for both application and SES users.
Using the Application Search framework, users can search service requests by a combination of search criteria such as summary, customer, account, contact, status, severity, product etc. This search is possible in the following applications:
Contact Center
Customer Support
Service Desk
Case Management
Application Search can be initiated from Agent Dashboard only from Customer Support, Service Desk, and Case Management. For Contact Center and Service Request forms, the user has to go to the Home page and click the Application Search link to initiate Application Search.
Application Search uses Oracle's Secure Enterprise Search to enable a simple and powerful keyword search on Oracle Applications data. For information on how to use and administer Oracle E-Business Suite Secure Enterprise Search, see Oracle E-Business Suite User's Guide and Oracle E-Business Suite Maintenance Guide.
Application Search region is an OA region from where an agent can search service requests. The Application Search region is hidden in the Agent Dashboard for Customer Support, Service Desk, and Case Management applications and can be enabled using OA Personalization.
Follow these steps to enable the Application Search region for Customer Support module:
Under Customer Support Specialist responsibility, navigate to Customer Support, Queued Work Selection.
Click the Personalize Page link, and the Personalize Page: Agent Dashboard page appears.
Click the Personalize Properties icon in the Layout page, to view the personalization structure.
Click the Personalize icon for Row Layout: (AppSearchRL)
Set the value of Rendered to True, and click Apply to save the changes.
Note: Navigate to the Agent Dashboard, under the Service Desk Analyst responsibility, and under the Case Worker responsibility, for Service Desk and Case Management modules, respectively. From the Agent Dashboard, you must follow the personalization steps described above to enable the Application Search region in these modules.
To enable service request search for Service Request and Contact Center forms, you must assign the Contact Center SES menu to the root menu of the responsibility that is used to access these forms.
To assign this menu to Service responsibility, do the following:
Under System Administrator responsibility, navigate to Application, Menu.
Query for CSX_CUSTOMER_SUPPORT menu.
Add Contact Center SES Menu as its submenu, and click Save.
Application Search framework uses Permission Sets to secure SES search in Oracle Applications by responsibility. Four Permission Sets are available for Oracle TeleService:
Cases (SESG_CS_CM_PERMISSION_SET) for Case Management
Service Request (SESG_CS_SD_PERMISSION_SET) for Service Helpdesk
Service Requests (SESG_CS_SD_PERMISSION_SET) for Customer Support
Service_Requests (SESG_CC_SD_PERMISSION_SET) for Contact Center
To view permission sets, under the Functional Administrator responsibility, navigate to Permission Sets, and query for the permission sets by code.
The following objects have been predefined to enable SES search for service request in Service applications. For more details see the EBS-SES User Guide.
| Customer Support | Service Desk | Case Management | Contact Center/Service Request Forms | |
|---|---|---|---|---|
| Grants | Customer Support Searchable Grant | Service Desk Searchable Grant | Case Management Searchable Grant | Contact Center Searchable Grant |
| Permission | Service Requests | Service Request | Cases | Service_Requests |
| Search Object | Customer Support Search Object | Service Desk Search Object | Case Management Search Object | Contact Center Search Object |
| View Object | Oracle.apps.cs.csz.incident.server. CustomerSupportVO | Oracle.apps.cs.csz.incident.server.ServiceDeskVO | Oracle.apps.cs.csz.incident.server.CaseMgmtVO | Oracle.apps.cs.csz.incident.server.ContactCenterVO |