1. Configuring Applications Using Application Composer
  2. Enable Tagging

Enable Tagging

The Tag field isn't displayed automatically on some pages, such as for service requests (SRs). The Tag field is predefined, but it's not added to any of the predefined standard layouts.

Let's say you want the Tag field to be available to all users. Then you must add this field to your administrator-defined layout and publish it.

If tags are enabled and exposed, users can create their own tags. Tags aren't striped by business unit. So all tags are visible to all users.

Let's look at an example of how to enable tags so that the Tag field is displayed when creating or editing SRs:

  1. Modify the corresponding page layout in Application Composer by adding the Tag field to the Service Request Summary page.

    For more information about modifying page layouts, see the Extend Application Pages chapter in this guide.

  2. Publish the sandbox.

Tags are now enabled and the Tag field is available. Anyone who has the Edit Service Request privilege can add a tag.

Create Predefined Tags

As an administrator, you have the option to create predefined tags that are visible to the users. Users can also create tags at runtime to suit their needs.

Again, let's look at a service request example. Based on common requirements, you can create tags such as performance and setup. You can then send a notification to the agents suggesting that they use these predefined tags. For example, for service requests related to performance, use the performance tag.

To create an administrator-defined tag:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Productivity and Tools

    • Task: Manage Tags

    The Manage Tags page is displayed, and it shows the list of existing administrator-defined tags and user-defined tags.

  2. Click Create.

  3. In the Create Tag dialog box, specify a tag name in the Tag field.

  4. Click Save and Close.

The new tag appears on the Manage Tags page.

Import and Export Tags

You can export the administrator-defined tags from your test environment to your production environment by using the import-export feature in Functional Setup Manager. User-defined tags can't be imported and exported. Many tags may be created for testing in the test environment, but it's not required to migrate all the tags to production.

For more information about importing and exporting setup data, see the Oracle Applications Cloud Using Functional Setup Manager guide.

If you export your setup data by using an Implementation Project, then the administrator-defined tags are exported with the rest of the tasks in the Implementation Project in the following cases:

  • Your Implementation Project includes the Productivity Tools Functional Area.

  • You explicitly include the Manage Tags task.

Delete Tags

You can delete tags that are no longer required. For example, tags with typos. When you delete a tag, it's removed from all the associated records and is then deleted.

Let's look at an example of deleting a tag for service requests:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Productivity Tools

    • Task: Manage Tags

    The Manage Tags page is displayed, and it shows the list of existing administrator-defined tags and user-defined tags.

  2. Select the row with the tag that you want to delete.

  3. Click Delete.

    A message is displayed, stating that all the references to the tag will be removed.

  4. Click Delete to delete the tag.

Assign the Create Tag Privilege for Creating Service Request Tags

A user must have the Create Tag privilege to create a tag when they're on the SR page. The Create Tag privilege is provided to all the predefined service roles by default. But as an administrator, you can remove this privilege from any role. So you have more control over who can create tags. A user without the Create Tag privilege can't create tags, but he can associate existing tags with the SR as long as he can create or edit an SR.

Note: If you're using the predefined service roles such as Customer Service Representative and Customer Service Manager, then you don't need to do anything. These roles already have the Create Tag privilege.

But if you have custom roles for your service users, then you must do one of the following:

  • If you don't want your users to create their own tags while editing an SR and instead associate only the existing tags to the SR, then you don't need to make any changes.

  • If you want to let your users create their own tags when editing an SR, then you can assign the Create Tag privilege to them.

To assign the Create Tag privilege to a role:

  1. Navigate to the Security Console.

  2. Find the custom role equivalent to the predefined Service Request Troubleshooter duty role.

    This duty role would typically be associated with your custom Customer Service Representative job role.

  3. Edit the role and navigate to the Function Security Policies section of the wizard.

    For more information, see the Edit Job or Abstract Roles topic in the Oracle Fusion Securing Fusion Sales and Fusion Service guide.

  4. Click Add Function Security Policy.

  5. Search for the Create Tag privilege.

  6. Add the Create Tag privilege to the role.

  7. Submit your changes.

Note: If you have a custom version of the Service Request Power User duty role, then you can follow the same steps as above to assign the Create Tag privilege to that role. This duty role would typically be associated with your custom Customer Service Manager job role.

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