Outcomes and Resolutions

Oracle Fusion Service provides ready-to-use outcomes and resolutions. Administrators can configure additional outcomes and resolutions.

Oracle recommends that you use the task if you want to associate the outcomes, and display the configured items as drop-down list menu in the Resolve Service Request dialog box.

The Manage Service Request Outcomes and Resolutions task is used when administrators want to create new resolutions and map them to outcomes. The task must only be used when administrators want to create new resolutions and don't want to map them to outcomes