1. Implementing Service Center with the Classic User Experience
  2. How do I manage action plan actions?

How do I manage action plan actions?

Use the Manage Action Plan Actions task to create and edit actions for action templates or individual actions used in service requests. In this task, you specify the category, type, duration, visibility, and attribute mappings for each action.

To manage action plan actions, in the Setup and Maintenance work area go to the following:

  • Offering: Service

  • Functional Area: Action Plan

  • Task: Manage Action Plan Actions

Create a New Action

Here's how to create a new action:

  1. Click Create Action.

  2. Enter the action name.

  3. If you enabled business units for service requests for help desk requests or stripe codes, use the drop-down lists to select the stripe code and BU.

  4. Select Category.

    Select Class.

  5. Select the Action Type.

    Depending on the Fusion Service features you're using, Action types can include:

    • Appointment

    • Article

      Note: You can create an Action of type Article. You must select Stripe Code of the action and then select Sub Type of the action. The Attribute Mapping section must be populated as it's required for any other type of actions.

    • Case

    • Dynamic Process

    • HR Help Desk Request (If you're using the Help Desk Offering)

    • Internal Service Request (If you're using the Help Desk Offering)

    • Opportunity (If you're using the Sales offering)

    • Service Request

    • Task

    Follow the next four steps if you're creating a Dynamic Process Action (with the Run Processes Through Action Plans feature). If you aren't using this feature, you can skip the next four steps.

  6. Click the Edit icon in the Process Name field.

  7. Search for and select the process you want to add to the action.

    Processes must already be created in Oracle Process Cloud and your connections to Oracle Process Cloud must be working.

    Also, the administrator must be added to the Process Application Administrator role in the process workspace UI so they can see all processes.

    Note: When you create processes, you must define the following case-sensitive input parameters - objectNumber, objectType, actionPlanId, actionPlanActionId, and processParentObjectType when configuring dynamic processes.For Solo Actions, input parameter processParentObjectType will have value 'ActionPlan' while for Plan based actions it will have 'ActionPlanAction'.

  8. Click OK.

  9. Select to use the default version of the process, if you want to use the default process version instead of the version-specific process.

    Caution: After a process is deployed, overriding it will remove all running instances. Oracle recommends that you create a new version for additional changes and mark it as default, if it's required. An action which has Use default version selected will ensure that only the default version in Oracle Process Automation is used to create process instances.For processes whose inputs are form based, make sure the interface argument is the same.

  10. Select the Action Visibility.

    Visibility options include:

    • Not Published - Only visible to the administrator. The action isn't available to add to a template and can't be added by an agent as an additional action.

    • Customer Visible - Optional. Used only for user interface configurations to display or hide Actions.

    • Internal Only - Visible internally only.

  11. Enter a context for the action.

    Context options include:

    • Opportunity

    • Service Request

    • Internal Help Desk Request

    • HR Help Desk Request

    • Case

  12. Enter a numeric value for the Duration of how long the task should take. Select a unit of measure for the numeric value (days, hours, or minutes).

  13. Select a Stripe Code (CRM, HCM, ISR, or HRSR) from the drop-down list.

    Note: If you select the type as SR, you shouldn't select stripe as ISR/HRHD. This leads to ambiguity whether the underlying object created should be CRM SR or ISR/HRHD.

    • If the agent wants the associated object to be CRM SR, select the following:

      • Type: SR
      • Stripe: ORA_SVC_CRM
    • If the agent wants the associated object to be ISR, select the following:
      • Type: ISR
      • Stripe: ORA_SVC_ISR
    • If the agent wants the associated object to be HRHD, select the following:
      • Type: HRHD
      • Stripe: ORA_SVC_HRHD
  14. Select a Category from the drop-down list.
  15. You can define a specific relationship to be created for the action by selecting an Object Link Type from the drop-down list. If you don't select a specific object link type, the global setting is used.
  16. Check the Copy Attachments checkbox if you want all attachments to be copied from the context object to the target object. You can select to copy all attachments for the following object types:
    • Cases
    • Service Requests
    • Help Desk Requests
    • Internal Service Requests

  17. Enter a description of the action and any pertinent details.

  18. If necessary, make edits on the Attribute Mapping or Status Mapping tabs. These are explained next.

  19. Click Save and Close.

Attribute Mapping Tab

Every action in an action plan has a related object (as in a task, appointment, opportunity, case, or service request) that's automatically created when the action starts.

The attribute mapping tab is where you set up the mapping of information from the action, parent service request , and user-defined values into the related object when it's created.

Note: There are no attributes to map for Dynamic Processes. If you're creating a Dynamic Process Action, there isn't anything to do on this tab.

Mapped attributes come from the fields in the related object. Required attributes are automatically listed, and you can add optional attributes. The Mapped To column shows where the information comes from that populates the field on the related object.

Caution: If you map attributes incorrectly, the creation of the business objects during orchestration in Action Plans will fail.

Required fields are shown in the Required column. Additional fields might also be listed that can't be changed. For example, Activity Type displays Task if that action type is Task or defaults to Appointment if the action type is Appointment.

Here's how you add an attribute mapping:

  1. Click the Add icon.

  2. Select the field to be populated from the Attribute choice list.

  3. In the Mapped To column, select from where the fields must be populated. Choices are: service request, action, or a user-defined value.

  4. Depending on the attribute you selected in the previous step, enter free-form text to the box for free-form values. For service request or action, select the field from the choice list in the last column.

For more information about mappings for an article, see the topic Attribute Mappings for Knowledge Articles in this chapter.

Status Mapping Tab

The related business objects created for actions can have different user-defined status values. However, they must be mapped into a new set of status codes for an action in an action plan. You can do this at a global level for all actions, or individually for one action if it has unique attributes. When a user updates an object, the status mapping rules determine how the status of an action updates on an action plan. For example, when a task is set to closed or completed, then the action status is completed.

Note: If you don't define the status mapping at the action level, then the default is the global status mapping.Also, there are no statuses to map for Dynamic Processes. If you're creating a Dynamic Process Action, there isn't anything to do on this tab. There are however, predefined status value mappings that can't be changed.

For more information about the global action status configuration, see the topic Manage Mapping of Action Plan Status Values.

The following table shows the predefined Process Automation status values that are mapped with Action Plan status values.

Process State

Action Status

Active

ORA_SVC_IN_PROCESS

Completed

ORA_SVC_COMPLETED

Terminated

ORA_SVC_COMPLETED

Closed

ORA_SVC_COMPLETED

For more information about the global action status configuration, see topic Manage Mapping of Action Plan Status Values.

You can use the Status Mapping tab on an action to override the global status mappings. For example, if the global rule is set to an action being closed when the status is complete, but instead you want it to be closed when it's canceled, you can override the global mapping so that the action closes when both conditions are met.

  1. Click the Status Mapping tab.

  2. Click the Add icon.

  3. Select a status from the Status choice list. This becomes the status that ends up on the action.

    Status options include:

    • Blocked

    • Completed

    • In progress

    Note: Apart from these three status values, you should not set up rules for any other status.

  4. Select an attribute from the choice list.

  5. Select an operator.

    Operators include:

    • Contains

    • Equals

    • Is null

    • Is not null

  6. Select a value for the status.

Example of a Status Mapping

Let's say you want an action to be marked completed when a service request's status is completed or canceled.

The following table shows the values to enter on the Status Mapping tab.

Column

Value

Status

This is the status you want the action to be.

Completed

Attribute

This attribute comes from the SR.

Status

Operator

is one of

Value

This is the request's status. You can select multiple values from the list.

Completed, Canceled

Dependencies Tab

When an action is added to a template, the Dependencies tab shows the template name. You use this to know what templates are impacted by a change to an action. If the action is in a template, you can also view and edit the template from this tab.

Note: Edits made to templates don't affect active action plans that use the template.

Action Errors Tab

The Action Errors tab lets you to recreate actions for users when there are errors in action attribute mapping. For example, if the attribute in an attribute mapping is mapped incorrectly, the Action Errors tab is displayed. From the tab, you can see all the action plans that the action is used in, and after they are fixed, the action plan actions can be recreated directly from this tab.

This tab isn't used for Dynamic Process actions.

The Action Errors tab shows a table with the action plan number, action plan name, and the status details of the action.

Review the attribute mappings the action and correct the error. After attribute mapping for the action is corrected, you can return to the Action Errors tab and click Recreate.

Edit an Existing Action

To edit an existing action:

  1. In the Manage Action Plan Actions task, select the template you want to edit.

  2. Edit the action.

  3. Click Save and Close.