This appendix covers the following topics:
The following table displays the service qualifiers that are used in automatic assignment of work. The assignment process checks to see if the service request attributes can be matched against any of the service territories set up with Oracle Territory Manager.
| Number | Qualifier Name | Transaction Type | Permitted Operators | LOV or Free Form | LOV Logic in Territory Setup UI | Service Request or Task Attribute passed to Territory Manager | Works in Assignment Manager | Works in Sales |
|---|---|---|---|---|---|---|---|---|
| 1 | City | Account | Is Equal To | LOV | All cities from table 'HZ Geographies' where the geography type = 'CITY'. In addition all lookup codes defined for lookup type 'CS_CITY' are also listed. | City of the Incident Address associated with the service request. This value is derived from table 'HZ_LOCATION'. | Yes | Yes |
| 2 | Country | Account | Is Equal To | LOV | All countries from table 'FND_TERRITORIES_VL'. | Country of the Incident Address associated with the service request. This value is derived from table 'FND_TERRITORIES_VL'. | Yes | Yes |
| 3 | County | Account | Is Equal To | LOV | All counties from table 'HZ Geographies' where the geography type = 'COUNTY'. In addition all lookup codes defined for lookup type 'CS_COUNTY' are also listed. | County of the Incident Address associated with the service request. This value is derived from table 'HZ_LOCATION'. | Yes | Yes |
| 4 | Postal Code | Account | Is Equal To Between Contains | Free Form | NA | Postal Code of the Incident Address associated with the service request. This value is derived from table 'HZ_LOCATION'. | Yes | Yes |
| 5 | Province | Account | Is Equal To | LOV | All provinces from table 'HZ Geographies' where the geography type = 'PROVINCE'. In addition all lookup codes defined for lookup type 'CS_PROVINCE' are also listed. | Province of the Incident Address associated with the service request. This value is derived from table 'HZ_LOCATION'. | Yes | Yes |
| 6 | State | Account | Is Equal To | LOV | All states from table 'HZ Geographies' where the geography type = 'STATE'. In addition all lookup codes defined for lookup type 'CS_STATE' are also listed. | State of the Incident Address associated with the service request. This value is derived from table 'HZ_LOCATION'. | Yes | Yes |
| 7 | Area Code | Account | Is Equal To Between Contains | Free Form | NA | Area Code of the phone number associated with the service request customer. | Yes | Yes |
| 8 | Customer Name | Account | Is Equal To | LOV | All active parties from table 'HZ_PARTIES'. | Name of the Customer associated with the service request. This is the Customer who is reporting the issue. | Yes | Yes |
| 9 | Customer Name Range | Account | Is Equal To Between Contains | Free Form | NA | Name of the Customer associated with the service request. Territory Manager checks to see if the passed in Customer Name is within the range setup in the territory rule. | NA | NA |
| 10 | Customer Site | Account | Is Equal To | LOV | All active party sites from TCA. | Site number associated with the service request. | NA | NA |
| 11 | Day of Week | Account | Is Equal To | LOV | All active lookups from table 'FND_LOOKUPS' with lookup type = 'JTY_SR_WEEK_DAY'. | The name of the weekday (Monday – Sunday) when the service request is seeking assignment. It can be the day when the service request is created or the day when it is updated. For service request tasks, the day of the week is the day of the task's planned | Yes | Yes |
| 12 | Number of Employees | Account | Is Equal To Between | Free Form | NA | Number of employees tied to the Customer associated with the Service Request. Column 'EMPLOYEES_TOTAL' in table 'HZ_PARTIES' stores the number of employees associated with each party. This value is retrieved for the Customer associated with the service request | NA | NA |
| 13 | Site Number | Account | Is Equal To | LOV | All active party sites from TCA | Site number associated with the service request. | No | Yes |
| 14 | Time of Day (hh24:mi) | Account | Is Equal To Between Contains | Free Form | The time of the day when the Service Request is seeking assignment. It is the hour and minutes component of the time when the Service Request is created or updated. For service request tasks, the time of the day is the time of the task's planned start date. | Yes | Yes | |
| 15 | Product | Task | Is Equal To Between | LOV | At this point the LOV does not return anything. | Nothing is passed from Service to AM. Candidate for obsolescence. | NA | NA |
| 16 | Task Load | Task | Is Equal To Between Contains | Free Form | Reserved for future use | Reserved for future use | NA | NA |
| 17 | Task Priority | Task | Is Equal To | LOV | All priorities from table 'JTF_TASK_PRIORITIES_VL'. | Priority associated with the Service Request Task. | Yes | Yes |
| 18 | Task Status | Task | Is Equal To | LOV | All statues from table 'JTF_TASK_STATUES_VL'. | Status associated with the Service Request Task. | Yes | Yes |
| 19 | Task Type | Task | Is Equal To | LOV | All task types from table 'JTF_TASK_TYPES_VL'. | Type associated with the Service Request Task. | Yes | Yes |
| 20 | Component/ Subcomponent | Service Request | Is Equal To | Two values from LOV | Component LOV All active service items from the item master table 'MTL_SYSTEM_ITEMS_VL' which belong to the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id' Subcomponent LOV All active BOM items derived from the following tab | The Component and Subcomponent that is associated with the Service Request. Note: These fields can be found in the 'Subject' tab of the Service Request Form. | NA | NA |
| 21 | Contact Preference | Service Request | Is Equal To | LOV | All active lookups from table 'AR_LOOKUPS' where lookup type = 'COMMUNICATION_TYPE'. | Contact preference of the Contact associated with the service request. | NA | NA |
| 22 | Customer Site | Service Request | Is Equal To | LOV | All active party sites from TCA. | Reserved for future use | NA | NA |
| 23 | Group Owner | Service Request | Is Equal To | LOV | All active groups from table 'JTF_RS_GROUPS_VL'. | Group owner associated with the service request. | NA | NA |
| 24 | Inventory Item | Service Request | Is Equal To | LOV | Same as Qualifier 28. | Inventory item associated with the service request. | Yes | Yes |
| 25 | Platform | Service Request | Is Equal To | LOV | All platforms from table 'MTL_SYSTEM_ITEMS' that belong to the organization that is set in profile 'Service: Inventory Validation Organization'. Also these platforms need to be under the platform category set that is set in profile 'Service: Default Platf | Supported Platform of the Product associated with the service request. The Platform Item on the service request. | NA | NA |
| 26 | Primary Platform | Service Request | Is Equal To | LOV | Reserved for future use | Reserved for future use | NA | NA |
| 27 | Problem Code | Service Request | Is Equal To | LOV | All active lookups from table 'CS_LOOKUPS' where lookup type = 'REQUEST_PROBLEM_CODE'. | Problem Code associated with the service request. | Yes | Yes |
| 28 | Product | Service Request | Is Equal To | LOV | All active service items from the item master table 'MTL_SYSTEM_ITEMS_VL' which belong to the organization that is set in profile 'Service: Inventory Validation Organization'. | Inventory item associated with the service request. | Yes | Yes |
| 29 | Product or Component or Subcomponent | Service Request | Is Equal To | Three LOVs | Product LOV All active service items from the item master table 'MTL_SYSTEM_ITEMS_VL', which belong to the organization that is set in profile 'Service: Inventory Validation Organization'. Component LOV All active BOM items derived from the following tables: tables: 'MTL_SYSTEM_ITEMS', 'BOM_BILL_OF_MATERIALS', and 'BOM_INVENTORY_COMPONENTS'. All these items need to be setup in the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id'. These items need to be a component of the selected product. Subcomponent LOV All active BOM items derived from the following tables: 'MTL_SYSTEM_ITEMS', 'BOM_BILL_OF_MATERIALS', and 'BOM_INVENTORY_COMPONENTS'. All these items need to be setup in the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id'. These items need to be a subcomponent of the selected component. |
Product is the Item associated with the service request. Component and subcomponent are child items of the selected product associated with the service request. | NA | NA |
| 30 | Product Category or Product | Service Request | NA | Two LOVs | Product Category All product categories from table 'MTL_CATEGORY_SET_VALID_CATS' that belong to the Category Set that is set in profile 'Service: Default Item Category Set'. Product All active items from the item master table 'MTL_SYSTEM_ITEMS_VL' which belong to the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id'. Also, the item needs to belong to the selected Product Category. |
Product Category is the Inventory Category associated with the service request. Product is the Inventory Item associated with the service request. This product needs to belong to the selected product category. |
Yes | Yes |
| 31 | Product Type | Service Request | Is Equal To Between Contains | Free Form | Candidate for obsolescence. | Candidate for obsolescence. | NA | NA |
| 32 | Request Creation Channel | Service Request | Is Equal To | LOV | All active lookups from table 'CS_LOOKUPS' where lookup type = 'CS_SR_CREATION_CHANNEL'. | Channel through which the service request was created – Phone, Email, Web, etc. | Yes | Yes |
| 33 | Request Severity | Service Request | Is Equal To | LOV | All active severities from table 'CS_INCIDENT_SEVERITIES'. | Severity associated with the service request. | Yes | Yes |
| 34 | Request Status | Service Request | Is Equal To | LOV | All statues from table 'CS_INCIDENT_STATUES' with subtype = 'INC'. | Status associated with the service request. | Yes | Yes |
| 35 | Request Type | Service Request | Is Equal To | LOV | All active types from table 'CS_INCIDENT_TYPES'. | Type associated with the service request. | Yes | Yes |
| 36 | Request Urgency | Service Request | Is Equal To | LOV | All urgencies from table 'CS_INCIDENT_URGENCIES'. | Urgency associated with the service request. | Yes | Yes |
| 37 | Service Contract Coverage | Service Request | Is Equal To | LOV | All active contract coverage types from table 'OKS_COV_TYPES'. | Coverage type of the contract associated with the service request. | NA | NA |
| 38 | Service Item | Service Request | Is Equal To | LOV | All active serviceable items from table 'MTL_SYSTEM_ITEMS' which can be associated with a contract. All these items need to be setup in the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id'. | Inventory item defined in the contract associated with the service request. | NA | NA |
| 39 | Service Request Language | Service Request | Is Equal To | LOV | All languages from table 'FND_LANGUAGES_VL'. | Preferred language of the customer associated with the service request. | Yes | No |
| 40 | Subcomponent | Service Request | Is Equal To | LOV | All active items from the item master table 'MTL_SYSTEM_ITEMS_VL' which belong to the organization that is returned by the function 'CS_STD.get_item_valdn_orgzn_id' | Subcomponent of the Inventory Item associated with the Service Request. | Yes | Yes |
| 41 | Support Site | Service Request | Is Equal To | LOV | A concatenation of the party name and address derived from the following tables: HZ_PARTIES, HZ_LOCATIONS, and HZ_PARTY_SITES. | The support site where the owner of the service request is located. Each support resource can be linked to a support site in Resource Manager. | NA | NA |
| 42 | Support Service | Service Request | Is Equal To | LOV | Reserved for future use | Reserved for future use | NA | NA |
| 43 | System | Service Request | Is Equal To Between Contains | Free Form | List of all systems from Install Base. | System attribute associated with the service request. | Yes | Yes |
| 44 | System Type | Service Request | Is Equal To Between Contains | Free Form | Reserved for future use | Reserved for future use | NA | NA |
| 45 | VIP Customers | Service Request | Is Equal To | LOV | Reserved for future use. | Reserved for future use. | NA | NA |