Extend Service Request Messages in the Redwood User Experience

The prebuilt layouts for SR messages for each message type (Customer Entry, Internal Note and Response) can be extended to display additional fields. In Visual Builder Studio, you can clone the six seeded layouts for messages and then add additional fields like Contains PII Data, and Message Subtype, as well as custom fields. Using these fields, your organization has the ability to add additional data and classification information to help with the review and triage of information. You can also use the PII field to indicate any messages that contain PII data. Users with the correct privileges can then edit these messages to remove or redact confidential data so that you can maintain compliance with privacy regulations such as GDPR.

Compose SR Message layout with the PII Data field, Message subtype and a custom field exposed

Compose SR Message layout with the PII Data field, Message subtype and a custom field exposed

Show SR Message layout with the PII Data field, Message subtype and a custom field displayed

Show SR Message layout with the PII Data field, Message subtype and a custom field displayed

Frequently SR messages need to be modified to fix typos and errors or to just tag them as containing sensitive PII information. In previous releases, there was no mechanism to modify the attributes of a message after it has been posted. This enhancement enables your administrator to grant the ability to modify posted SR messages and thus improve the quality of the data.

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

There are three main parts to enable this feature.

  1. Configure the fields such as Contains PII Data, Message Subtype and custom fields to be displayed in the Service Request Activity Stream.
  2. Using Visual Builder, extend the message layouts for compose and read only templates to add these fields to the various message types.
  3. Grant the Edit Service Request Message Headers (SVC_EDIT_SR_MESSAGE_HEADERS_PRIV) privilege to those users who need to update these fields on each message type. For those users who need to edit the message body, grant an additional Edit Service Request Messages (SVC_EDIT_SR_MESSAGES_PRIV) privilege.

Access Requirements

There are two new privileges that can be granted to users:

  • SVC_EDIT_SR_MESSAGES_PRIV to edit all SR messages (irrespective of creator or message type).
  • SVC_EDIT_SR_MESSAGE_HEADERS_PRIV to edit all SR messages header information like Contains PII Data, Message Subtype and any custom fields.