Create Customer Claim Approval Rules Using a Position Hierarchy

Create approval rules based on the position hierarchy in Oracle Human Capital Management Cloud. The approval process will ascend the position hierarchy, starting at the position level specified in the approval rule, and continuing until a sufficient position is found, based on other conditions in the rule. Reviewers can view the comments from the submitter in the approval notification.

This feature:

  • Reduces time and effort to implement.
  • Improves flexibility by supporting routing up the position hierarchy.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Order Management

  • If you haven't implemented Customer Channel Claims in Redwood, then refer to the Roadmap for Setting Up Customer Claims chapter in the implementation guide, Implementing Channel Revenue Management.
  • After you implement Customer Claims in Redwood, you need to opt in to the Approve Customer Claims with BPM Workflow feature.
  • Set up the claim approval rules as follows:
    • In the Setup and Maintenance work area, go to the Manage Task Configurations for Supply Chain Management task in the Customers functional area.
    • In BPM Worklist, on the Task Configuration tab, search for the workflow task ChannelCustomerClaimsApprovalTask in the Tasks to be configured pane.
    • Select the task from the search results and click the Edit task icon in the toolbar.
    • Configure your approval rules based on the new attribute, Claim.submitterPositionId as appropriate.
    • Configure routing rules leveraging the position hierarchy.
    • Select Save and Commit Task after making your changes.
  • If you need to migrate privilege-based approvals to BPM approvals, then migrate claims in Approval Pending status to use BPM workflow as follows:
    • In the Setup and Maintenance work area, go to the Run Migrate Pending Approvals to BPM Workflow Process task in the Channel Revenue Management functional area.
    • Select Yes as the Migrate Customer Claims parameter.
    • Submit the scheduled process.

Key Resources

  • For more information on Channel Revenue Management, refer to the Oracle Cloud Readiness content for Order Management.
  • For more information on the Channel Revenue Management Integration with Receivables, refer to the Oracle Cloud Readiness content for Financials.
  • Oracle SCM Cloud: Using Oracle Channel Revenue Management Cloud, available on the Oracle Help Center.
  • Oracle SCM Cloud: Implementing Oracle Channel Revenue Management Cloud, available on the Oracle Help Center.

Access Requirements

Users who are assigned a configured job role that contains this privilege can submit the claim for approval:

  • Manage Customer Claims (CJM_MANAGE_CUSTOMER_CLAIMS_PRIV)

This privilege was available prior to this update.

Claim approvers who are assigned a configured job role that contains this privilege can view the approval notification:

  • Approve Customer Claims (CJM_APPROVE_CUSTOMER_CLAIMS_PRIV)

This privilege was available prior to this update.

To manage task configurations for the ChannelCustomerClaimsApprovalTask task, you need a custom role that includes the BPM Workflow System Admin Role (BPMWorkflowAdmin).