• Title and Copyright Information
• Get Help
• 1 About This Guide
  • Audience and Scope
  • Related Guides
  • Overview of Case Management
• 2 Set Up Case Management
  • Opt Out of Case Management
  • Profile Options, Lookups, and Scheduled Processes
    • What are Profile Options, Lookups, and Scheduled Processes?
    • Overview of Profile Options
    • Lookup Types
    • How do I change lookups?
    • FAQs for Lookups and Lookup Types
      • How can I edit lookups?
      • Why can't I see my lookup types?
      • Can I create a new lookup name starting with ORA?
    • What are scheduled processes?
    • Profile Options and Scheduled Processes for Case Management
      • Case Management Profile Options
      • How do I configure the prefix and radix?
      • Configure a Scheduled Process
    • Audit Trail for Case Management
      • How do I enable users to create an audit trail?
      • Enable Viewing the Audit Trail
• 3 Users and Security
  • Enter Your Company Information and Corporate Currency
  • Overview of Defining Setup Users
  • Overview of Setting Up Users and Security
  • What are resources?
  • Overview of Households
  • Resource Teams
    • How do I manage resource teams?
    • How Resources Work Within a Team
    • How Resource Team Membership and Role Assignment Components Work Together
    • FAQs for Defining Resource Teams
      • What's a resource team?
      • What's the difference between a resource organization and a resource team?
      • Can I assign multiple resource roles to a team member at the same time?
  • Security Roles
    • About Security Roles
  • Visibility
    • How do I set up request visibility based on queue?
  • Data Security
    • Remove Data Security Policies from Users
    • Assign Data Security Policies Based on BU
  • Read Only Access
    • How You Set Up a Role With Read-Only Access to a Case Header
    • How You Set Up a Role With Read-Only Access to Case Header and Case Messages
• 4 Categories
  • Overview of Categories
  • Manage Categories
  • Translate Category Names into Installed Languages
• 5 Work Assignment and Routing
  • Overview of Assignments, Mappings, and Rules
  • Implementation Concepts for Work Assignment
    • What are work assignments?
  • Assignment Mappings
    • How do I export and import assignment objects and rules setup data?
    • Points to Consider to Export and Import Setup Data
  • Assignment Rules
    • How You Define Queue Assignment Rules
    • How do I manage assignment objects?
    • How do I manage assignment rules?
    • How do I set queue assignment rules?
  • Tips for Creating Assignment Rules and Rule Sets
    • Summary of Tips for Creating Assignment Rules and Rule Sets
    • Add a Condition and an Action for Every Rule
    • How do I create unique rules?
    • Create Minimum Number of Rule Sets
    • Publish Rules After You Rename Them
    • Set Incomplete Rules and Rule Sets to Inactive
• 6 Action Plans
  • Set Up Action Plans
    • What are action plans?
    • Manage Action Plan Profile Options
    • How do I manage relationships for action plans?
    • How do I manage action plan actions?
    • How do I manage Action Plan templates?
    • Map Action Plan Status Values
  • Use Oracle Process Automation with Action Plans
    • Overview of Using Oracle Process Automation with Actions and Plans
    • Configure Oracle Identity Cloud Service and Oracle Process Automation
  • Configure Oracle Process Automation with Oracle Fusion Service
    • Enable the Run Processes through Action Plans Feature
    • Manage Oracle Process Automation Integration
    • Manage Action Plan Process Metadata
    • Export and Import Action and Plan Configurations
• 7 Adaptive Search
  • How do I use Adaptive Search for Case Management?
• 8 Set Up Business Units
  • How are business units for set up for Service and Help Desk?
  • How do I enable multiple Business Units Fusion Service?
  • Manage Internal Resource Organizations for Service BUs
  • Manage Resource Organization Hierarchies for Service BUs
  • Create a Business Unit for Service
  • Associate Resource Organizations with Business Units
  • Create Employees for a Service BU
  • Set the Scope in Service BU Setup
  • Overview of Optional Setup Tasks for Service BU
  • Secure the Business Unit Field on a Service Request
  • Export and Import the Functional Setup Data for Business Units
  • Overview of BU-Based Service Request Visibility
  • Migrate Business Objects Between Different Business Units
  • Associate Different Catalogs with Different Business Units
• 9 Understand Case Management Analytics
  • How do I view analyses using OTBI?
  • Case Management Analytics Roles
  • Analytics Subject Areas
  • Overview of Parent and Child Interactions in Analytics
• 10 Import and Export
  • What's Import and Export Management?
  • Use Functional Setup Manager to Import, Export, and Compare Categories Between Environments
  • Before You Import
  • Import Objects
  • Overview of Bulk Data Export
• 11 Extend Case Management
  • How do I extend my application?
  • Set Up Visual Builder Studio
  • Work with Dynamic UI
    • Get to Know Layouts
    • What dynamic forms can I extend?
  • Work with Dynamic Forms
    • How do I duplicate a form in Visual Builder?
    • How do I add conditions to a form using VB Studio?
    • How do I add, hide, or rearrange fields?
    • How do I create a custom field?
    • How do I add a custom field created in Application Composer?
    • How do I add a read only custom field using VB Studio?
    • How do I make a field read only or required?
    • Field Groups
    • Create Your Own Field Template
  • Work with Dynamic Tables
    • Extend Dynamic Tables
  • Work with Dynamic Containers
    • What's a Dynamic Container?
    • Configure a Dynamic Container
    • Work With Templates in a Container
  • Service Request Categories
    • Manage Parent and Child Service Request Categories
  • Configure Intelligent Advisor Interviews
    • How do I create cases or SRs by interview?
  • Preview, Share, and Publish an Application Extension