Must Do

These are the most critical tasks you must do to use Oracle Case Management. These include, assigning case job roles, setting the case stripe, and enabling case indexing.

Review Documentation

Review any existing documentation, tutorials, and videos. Start with these:

• Oracle Help Center.
• Case Management in Help Desk

  This requires a sign in to Cloud Connect. It's free!

• Secure Site Videos for Visual Builder Studio

  This site requires a sign in. Ask your Oracle contact for access.

  The Visual Builder Studio videos are in the Implement Next Gen Sales folder. (They do apply to case too!)

Configure Case Security

The first thing you need to do is assign Case job roles to the appropriate users.

For a video presentation about security for Help Desk, see Security for HR Help Desk (for beginners) on Customer Connect (sign in required).

• Go to: Tools > Security Console > Users
  • Assign ORA_SVC_CASE_MANAGER, ORA_SVC_CASE_WORKER, and ORA_SVC_CASE_ADMINISTRATOR as appropriate.
  • Oracle also recommends assigning the Resource Abstract and Employee Abstract roles. If the user will be performing administrative duties, assign the Service Request Administrator role.
• After assigning roles, optionally run these scheduled jobs in this order:
  1. Import User and Role Application Security Data
  2. Send Pending LDAP Request
  3. Retrieve Latest LDAP Changes
• Optionally:
  • Review predefined Case privileges for Case roles and make any changes to meet your specific requirements as needed.
  • Also, consider using Access Groups for more security purposes.
    • How do I configure my first access group in Case Management?
    • How do I create a new access group rule using a new field?
    • How can I see the access groups that are associated with a user?

Set Stripe

Set the default stripe for your Cases in Setup and Maintenance

• Navigate to: Setup and Maintenance and search for the task: Manage Case Profile Options > ORA_SVC_CASE_DEFAULT_STRIPE_CD (default value is CRM)
  • The Primary Contact picker on both the Create Case and Case Details pages displays:
    • Contacts for CRM stripe
    • Employees for HR Help Desk and Internal Help Desk stripes

Enable Indexing

Adaptive Search is a high-performance search engine that provides keyword searching and enhanced filtering capabilities. Adaptive search is used on the Case List pages. To enable Adaptive Search for Cases, enable indexing for cases in Setup and Maintenance.

• For release 25C and after:

• Setup and Maintenance > Search for the task > Configure Adaptive Search
• Setup > Select Case- Redwood > Go to Actions > Partial Publish