Lookup Types

Lookup types provide the lists of values in application fields that are drop-down lists.

For example, while creating a case, personnel can select the priority of the case from the Priority drop-down list. The values in that list are derived from the lookup type, ORA_SVC_SR_PRIORITY_CD. This lookup type has several potential values known as lookups, each with their own unique lookup code and meaning that displays in the UI.

Note: You can't create a new lookup with the name starting with ORA, to avoid any conflict with the lookups seeded in the application.

How You Modify Lookup Types

You can modify many lookup types during or after implementation.

The configuration level of a lookup type determines whether the lookups in that lookup type can be edited. The lookup configuration levels are: User, Extensible, and System.

Here's a table that shows which lookup management tasks are allowed at each modification level.

Allowed Task	User	Extensible	System
Deleting a lookup type	Yes	No	No
Inserting new codes	Yes	Yes	No
Changing the wording that displays on the page (Meaning field)	Yes	Yes	Yes
Updating start date, end date, and enabled fields	Yes	Yes, only if the code isn't predefined data	No
Deleting codes	Yes	Yes, only if the code isn't predefined data	No
Updating tags	Yes	No	No
Updating module	Yes	No	No

If a product depends on a lookup type, the configuration level must be set to system or extensible to prevent deletion. Once the configuration level is set for a lookup type, it can't be modified. The configuration level for lookup types created using the Define Lookups page is by default set at the User level.

Case Management Lookup Types

You can find lookup types by searching for an associated setup task in the Setup and Maintenance work area. Lookup types that are commonly edited are presented within the Case Management offering as one of the setup tasks or task lists. Other lookup types that are less frequently changed, may not be shown in the offering, but can still be accessed through the Manage Common Lookups task. Here are some of the common help desk lookup tasks or task lists:

Case Lookup Types and Descriptions

Lookup Type Code	Description
ORA_SVC_CASE_CONTACT_REL_CO	Case Contact Relationship Code
ORA_SVC_CASE_MSG_STATUS_CD	Status of message.
ORA_SVC_CASE_MSG_TYPE_CD	Type of message associated to a case.
ORA_SVC_CASE_MSG_VISIBILITY_CD	Can be used to determine if message should be visible to internal or external users.
ORA_SVC_CASE_PRIORITY_CD	Priority of the case.
ORA_SVC_CASE_SENSITIVITY_CD	Sensitivity of the case.
ORA_SVC_CASE_SOURCE_CD	Sources of origin for case.
ORA_SVC_CASE_STATUS_CD	Status of a case
ORA_SVC_CASE_STATUS_TYPE_CD	Status type such as Active or Closed.
ORA_SVC_CASE_TYPE_CD	Type of the Case.
ORA_SVC_CASE_SEARCH_REC_SET_CD	Case search record set type.