Case Service
Service to create cases.
Life Cycle Status: Active
QName: {http://xmlns.oracle.com/apps/crm/service/caseMgmt/caseMgmtService/}CaseService
Service WSDL URL: https://servername/crmService/CaseService?WSDL
Relationships
The following table describes how this service data object is related to other service data objects or business object services.
Relationship Type | Object or Service |
---|---|
Handles |
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Handles |
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Handles |
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Handles |
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Handles |
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Handles |
Operations
getCase
Queries and retrieves a single case record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseId |
long |
Case identifier. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
A case that matches the inbound parameters. |
createCase
Creates a single case record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseInstance |
Case |
The case to be created. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The case that is created. |
updateCase
Updates a singlecase record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseInstance |
Case |
The case to be updated. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The updated case. |
deleteCase
Deletes a single case record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseInstance |
Case |
The case record to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
mergeCase
Updates a single case record if one exists; otherwise, creates a new case record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseInstance |
Case |
The case record to be updated. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The updated case record. |
findCase
Queries a list of cases based on a filter criteria.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
Indicates the criteria used to query a list of cases. |
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Indicates a criteria to filter out cases that are not currently used. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
Indicates a list of cases that satisfy the inbound parameters. |
getCaseContacts
Queries a single case contact record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseContactId |
long |
The case contact ID. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The case contact that matches the inbound parameter. |
deleteCaseContacts
Deletes a case contact record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseContacts |
Case Contact |
The case contact to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
getCaseHouseholds
Queries a single case household record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseHouseholdId |
long |
The case household ID. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The case household that matches the inbound parameter. |
deleteCaseHouseholds
Deletes a case household record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseHouseholds |
Case Household |
The case household to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
getCaseMessages
Queries a single case message record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
messageId |
long |
The case message ID. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The case message that matches the inbound parameter. |
deleteCaseMessages
Deletes a case message record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseMessages |
Case Message |
The case message to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
getCaseResources
Queries a single case resource record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseResourceId |
long |
The case resource ID. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
The case resource that matches the inbound parameter. |
deleteCaseResources
Deletes a case resource record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseResources |
Case Resource |
The case resource to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
getCaseOpportunities
Queries and retrieves a single case opportunity record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseOpportunityId |
long |
Case opportunity identifier. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
A case opportunity that matches the inbound parameters. |
deleteCaseOpportunities
Deletes a single case opportunity record.
Life Cycle Status: Active
Request Payload
Element Name | Type | Description |
---|---|---|
caseOpportunities |
Case Opportunity |
The case opportunity record to be deleted. |
Response Payload
Element Name | Type | Description |
---|---|---|
result |
void |
None. |
Security
The following tables list the privileges required to perform the service operations, and the duty roles that each privilege is granted to.
Service Operations to Privileges Mapping
Operation Name | Privilege Code | Privilege Name | Privilege Description |
---|---|---|---|
getCaseResources |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCaseResources |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseResources |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseResources |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
deleteCaseContacts |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
createCase |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCase |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCase |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCase |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCase |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
getCaseContacts |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCaseContacts |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseContacts |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseContacts |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
getCaseMessages |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCaseMessages |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseMessages |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseMessages |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
deleteCaseMessages |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
deleteCaseHouseholds |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
deleteCase |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
findCase |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
findCase |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
findCase |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
findCase |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
updateCase |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseHouseholds |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCaseHouseholds |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseHouseholds |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseHouseholds |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
deleteCaseResources |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
mergeCase |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
mergeCase |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
deleteCaseOpportunities |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseOpportunities |
SVC_CREATE_CASE_PRIV |
Create Case |
Allows user to create case records |
getCaseOpportunities |
SVC_DELETE_CASE_PRIV |
Delete Case |
Allows user to delete a case record |
getCaseOpportunities |
SVC_EDIT_CASE_PRIV |
Edit Case |
Allows user to edit case attributes |
getCaseOpportunities |
SVC_VIEW_CASE_PRIV |
View Case |
Allows user to view case records |
Privileges to Duty Roles Mapping
Privilege Code | Granted to Duty Role Code | Granted to Duty Role Name | Granted To Duty Role Description |
---|---|---|---|
SVC_EDIT_CASE_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
SVC_EDIT_CASE_PRIV |
ORA_SVC_CASE_SUPERVISION |
Case Supervision |
Supervises and manages caseworkers, assists caseworkers with any complex issues, handles case approvals and escalations, coordinates care and benefits with external service providers, assigns or reassigns cases to caseworkers, conducts evaluations of benefits programs and provides feedback. |
SVC_EDIT_CASE_PRIV |
ORA_SVC_CASE_EXECUTION |
Case Execution |
Assists clients who are applying for benefits, opens cases and manages all tasks associated to the case, processes clients applications, evaluate clients needs for benefits, counsels benefits recipients, performs assessments of clients strengths and needs to develop benefit plans, performs follow-up with clients to ensure they are working on their tasks. |
SVC_DELETE_CASE_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
SVC_DELETE_CASE_PRIV |
ORA_SVC_CASE_SUPERVISION |
Case Supervision |
Supervises and manages caseworkers, assists caseworkers with any complex issues, handles case approvals and escalations, coordinates care and benefits with external service providers, assigns or reassigns cases to caseworkers, conducts evaluations of benefits programs and provides feedback. |
SVC_VIEW_CASE_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
SVC_VIEW_CASE_PRIV |
ORA_SVC_CASE_SUPERVISION |
Case Supervision |
Supervises and manages caseworkers, assists caseworkers with any complex issues, handles case approvals and escalations, coordinates care and benefits with external service providers, assigns or reassigns cases to caseworkers, conducts evaluations of benefits programs and provides feedback. |
SVC_VIEW_CASE_PRIV |
ORA_SVC_CASE_EXECUTION |
Case Execution |
Assists clients who are applying for benefits, opens cases and manages all tasks associated to the case, processes clients applications, evaluate clients needs for benefits, counsels benefits recipients, performs assessments of clients strengths and needs to develop benefit plans, performs follow-up with clients to ensure they are working on their tasks. |
SVC_CREATE_CASE_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
SVC_CREATE_CASE_PRIV |
ORA_SVC_CASE_SUPERVISION |
Case Supervision |
Supervises and manages caseworkers, assists caseworkers with any complex issues, handles case approvals and escalations, coordinates care and benefits with external service providers, assigns or reassigns cases to caseworkers, conducts evaluations of benefits programs and provides feedback. |
SVC_CREATE_CASE_PRIV |
ORA_SVC_CASE_EXECUTION |
Case Execution |
Assists clients who are applying for benefits, opens cases and manages all tasks associated to the case, processes clients applications, evaluate clients needs for benefits, counsels benefits recipients, performs assessments of clients strengths and needs to develop benefit plans, performs follow-up with clients to ensure they are working on their tasks. |
Duty Roles to Duty or Job Roles Mapping
Duty Role Code | Granted to Duty or Job Role Code | Granted to Duty or Job Role Name | Granted To Duty or Job Role Description |
---|---|---|---|
ORA_SVC_SR_ADMINISTRATOR |
ORA_SVC_GEN_AI_ADMIN |
Service Generative AI Administrator |
Administer activities related to Service Gen AI APIs such as configuration of prompts across all areas of Oracle Fusion Service, such as Service Center, Knowledge, and Chat. |
ORA_SVC_SR_ADMINISTRATOR |
ORA_SVC_GEN_AI_USER |
Service Generative AI User |
Can use generative AI features across Oracle Fusion Service including but not limited to Service Center, Knowledge Management and Chat areas. Usage requires access to all generative AI API's essential to input data and fetch results from the LLM model. |