Service Request Service
A service to create, update, get, find, or delete service requests. Access to this SOAP service is restricted only for use by the Oracle Integration Cloud Service.
Life Cycle Status: Active
QName: {http://xmlns.oracle.com/apps/crm/service/svcMgmt/srMgmt/srMgmtService/}ServiceRequestService
Service WSDL URL: https://servername/crmService/ServiceRequestService?WSDL
Logical Business Objects
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CRM : Service : Service Request
Relationships
The following table describes how this service data object is related to other service data objects or business object services.
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Operations
handleDeletedSocialPost
Handles the deleted post event.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
postId |
long |
The primary key of the post being deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
handleNewSocialPost
Handles the new social post event.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
postId |
long |
The primary key of the social post being created. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
getServiceRequest
Queries a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srId |
long |
The service request ID. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A service request that matches the inbound parameters. |
createServiceRequest
Creates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest |
Service Request |
The service request to be created. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request created. |
updateServiceRequest
Updates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest |
Service Request |
The service request to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request. |
deleteServiceRequest
Delete a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest |
Service Request |
The service request record to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
mergeServiceRequest
Updates a single service request record if one exists; otherwise, creates a new service record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest |
Service Request |
The service request record to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request record. |
findServiceRequest
Queries a list of service requests based on a filter criteria.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the list of service requests. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of service requests that satisfy the inbound parameters. |
findServiceRequestSRListByStripeCdVC
Queries a list of service requests for a specific stripe.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the list of service requests. |
|
BindStripeCd |
string |
The application stripe code. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of service requests that satisfy the inbound criteria. |
getSrMessage
Queries a single service request message record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
messageId |
long |
The service request message ID. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request message that matches the inbound parameter. |
createSrMessage
Creates a single service request message record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srMessage |
Message |
The service request message to be created. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request message created. |
updateSrMessage
Updates a single Service request message record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srMessage |
Message |
The service request message to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request message. |
deleteSrMessage
Deletes a service request message record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srMessage |
Message |
The service request message to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
mergeSrMessage
Updates a single sr message record if one exists; otherwise, creates a new sr message record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srMessage |
Message |
The service request message record to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request message record. |
getSrContactMember
Queries a single service request contact record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
memberId |
long |
The ID of the service request contact member. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request contact member that matches the inbound parameter. |
deleteSrContactMember
Deletes a single service request contact record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srContactMember |
Service Request Contact |
The service request contact member to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
getSrResourceMemberResource
Queries a single service request resource record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
memberId |
long |
The ID of the service request resource. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request resource that matches the inbound parameter. |
deleteSrResourceMemberResource
Deletes a single service request resource record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srResourceMemberResource |
Service Request Resource |
The service request resource record to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
getSrReference
Queries a single service request reference record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
referenceId |
long |
The ID of the service request reference. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request reference that matches the inbound parameter. |
deleteSrReference
Deletes a service request reference record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srReference |
Service Request Reference |
The service request reference record to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
findSrSocialPost
Queries a list of social posts corresponding to the service requests.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the results. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of social posts corresponding to the service requests. |
findSrMessageSocialPost
Queries a list of social posts corresponding to the service request messages.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the results. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of social posts corresponding to the service request messages. |
getHRHelpDeskRequest
Queries a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srId |
long |
The service request ID. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A service request that matches the inbound parameters. |
createHRHelpDeskRequest
Creates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_HRHD |
HR Help Desk Request |
The service request to be created. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request created. |
updateHRHelpDeskRequest
Updates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_HRHD |
HR Help Desk Request |
The service request to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request. |
deleteHRHelpDeskRequest
Delete a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_HRHD |
HR Help Desk Request |
The service request record to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
mergeHRHelpDeskRequest
Updates a single service request record if one exists; otherwise, creates a new service record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_HRHD |
HR Help Desk Request |
The service request record to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request record. |
findHRHelpDeskRequest
Queries a list of service requests based on a filter criteria.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the list of service requests. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of service requests that satisfy the inbound parameters. |
getInternalServiceRequest
Queries a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
srId |
long |
The service request ID. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A service request that matches the inbound parameters. |
createInternalServiceRequest
Creates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_ISR |
Internal Service Request |
The service request to be created. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The service request created. |
updateInternalServiceRequest
Updates a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_ISR |
Internal Service Request |
The service request to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request. |
deleteInternalServiceRequest
Delete a single service request record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_ISR |
Internal Service Request |
The service request record to be deleted. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
void |
nothing. |
mergeInternalServiceRequest
Updates a single service request record if one exists; otherwise, creates a new service record.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
serviceRequest_ISR |
Internal Service Request |
The service request record to be updated. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
The updated service request record. |
findInternalServiceRequest
Queries a list of service requests based on a filter criteria.
Life Cycle Status: Active
Request Payload
| Element Name | Type | Description |
|---|---|---|
|
findCriteria |
{http://xmlns.oracle.com/adf/svc/types/}FindCriteria |
The criteria used to query the list of service requests. |
|
findControl |
{http://xmlns.oracle.com/adf/svc/types/}FindControl |
Not currently used. |
Response Payload
| Element Name | Type | Description |
|---|---|---|
|
result |
A list of service requests that satisfy the inbound parameters. |
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 |
|---|---|---|---|
|
getServiceRequest |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
getServiceRequest |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
getServiceRequest |
SVC_VIEW_SR_USING_REST_PRIV |
Use REST Service to View Service Request |
Allows viewing of service requests using REST API. |
|
getServiceRequest |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
getServiceRequest |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
getServiceRequest |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
deleteInternalServiceRequest |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
createInternalServiceRequest |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
createInternalServiceRequest |
SVC_VIEW_AGENT_ISR_HD_PRIV |
View Agent Internal Help Desk |
Allows viewing of ISR Agent Help Desk. |
|
findInternalServiceRequest |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
findInternalServiceRequest |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
findInternalServiceRequest |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
findInternalServiceRequest |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
findInternalServiceRequest |
SVC_VIEW_AGENT_ISR_HD_PRIV |
View Agent Internal Help Desk |
Allows viewing of ISR Agent Help Desk. |
|
mergeHRHelpDeskRequest |
SVC_VIEW_AGENT_HR_HD_PRIV |
View Agent HR Help Desk |
Allows viewing of HR Agent Help Desk. |
|
findSrMessageSocialPost |
SVC_MANAGE_SOCIAL_POST_PRIV |
Manage Social Post |
Allows create, update, delete and view of social posts |
|
createHRHelpDeskRequest |
SVC_VIEW_AGENT_HR_HD_PRIV |
View Agent HR Help Desk |
Allows viewing of HR Agent Help Desk. |
|
createHRHelpDeskRequest |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
createSrMessage |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
createSrMessage |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
createSrMessage |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
createSrMessage |
SVC_CREATE_SR_USING_REST_PRIV |
Use REST Service to Create Service Request |
Allows creation of a service request using REST API. |
|
deleteServiceRequest |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
mergeInternalServiceRequest |
SVC_VIEW_AGENT_ISR_HD_PRIV |
View Agent Internal Help Desk |
Allows viewing of ISR Agent Help Desk. |
|
deleteHRHelpDeskRequest |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
deleteSrResourceMemberResource |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
deleteSrResourceMemberResource |
SVC_MANAGE_HR_SR_TEAM_MEMBERS_PRIV |
Manage HR SR Team Members |
Allows adding/removing a team member from an HR service request. |
|
deleteSrResourceMemberResource |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
deleteSrResourceMemberResource |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
deleteSrResourceMemberResource |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
deleteSrResourceMemberResource |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
deleteSrResourceMemberResource |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
deleteSrResourceMemberResource |
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
Manage SR Team Member |
Allows adding/removing a team member to a SR |
|
deleteSrResourceMemberResource |
SVC_MANAGE_ISR_SR_TEAM_MEMBERS_PRIV |
Manage Internal SR Team Members |
Allows adding/removing a team member from an ISR service request. |
|
findServiceRequest |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
findServiceRequest |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
findServiceRequest |
SVC_VIEW_SR_USING_REST_PRIV |
Use REST Service to View Service Request |
Allows viewing of service requests using REST API. |
|
findServiceRequest |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
findServiceRequest |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
findServiceRequest |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
getSrReference |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
getSrReference |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
getSrReference |
SVC_VIEW_SR_USING_REST_PRIV |
Use REST Service to View Service Request |
Allows viewing of service requests using REST API. |
|
getSrReference |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
getSrReference |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
getSrReference |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
getSrReference |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
getSrReference |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
getSrReference |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
getSrReference |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
getSrReference |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
getSrReference |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
getSrReference |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrReference |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
getSrReference |
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
View Knowledge within Service Request |
Allows viewing of knowledge base components within the service request UI. |
|
deleteSrReference |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
deleteSrReference |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
deleteSrReference |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
deleteSrReference |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
deleteSrReference |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
deleteSrReference |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
handleNewSocialPost |
SVC_MANAGE_SOCIAL_POST_PRIV |
Manage Social Post |
Allows create, update, delete and view of social posts |
|
getSrResourceMemberResource |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
getSrResourceMemberResource |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
getSrResourceMemberResource |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
getSrResourceMemberResource |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
getSrResourceMemberResource |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
getSrResourceMemberResource |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
getSrResourceMemberResource |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
getSrResourceMemberResource |
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
Manage SR Team Member |
Allows adding/removing a team member to a SR |
|
getSrResourceMemberResource |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
getSrResourceMemberResource |
SVC_MANAGE_ISR_SR_TEAM_MEMBERS_PRIV |
Manage Internal SR Team Members |
Allows adding/removing a team member from an ISR service request. |
|
getSrResourceMemberResource |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
getSrResourceMemberResource |
SVC_MANAGE_HR_SR_TEAM_MEMBERS_PRIV |
Manage HR SR Team Members |
Allows adding/removing a team member from an HR service request. |
|
getSrResourceMemberResource |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
getSrResourceMemberResource |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
getSrResourceMemberResource |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrResourceMemberResource |
SVC_VIEW_SR_TEAM_PRIV |
View Service Request Team |
Allows viewing of service request team tab and its contents. |
|
getSrResourceMemberResource |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
updateSrMessage |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
updateSrMessage |
SVC_EDIT_SR_USING_REST_PRIV |
Use REST Service to Edit Service Request |
Allows editing a service request using REST API. |
|
updateSrMessage |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
updateSrMessage |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrMessage |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
getSrMessage |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
getSrMessage |
SVC_VIEW_SR_USING_REST_PRIV |
Use REST Service to View Service Request |
Allows viewing of service requests using REST API. |
|
getSrMessage |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
getSrMessage |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
getSrMessage |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
getSrMessage |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
getSrMessage |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
getSrMessage |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
getSrMessage |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
getSrMessage |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
getSrMessage |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
getSrMessage |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrMessage |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
getHRHelpDeskRequest |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
getHRHelpDeskRequest |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getHRHelpDeskRequest |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
getHRHelpDeskRequest |
SVC_VIEW_AGENT_HR_HD_PRIV |
View Agent HR Help Desk |
Allows viewing of HR Agent Help Desk. |
|
getHRHelpDeskRequest |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
handleDeletedSocialPost |
SVC_MANAGE_SOCIAL_POST_PRIV |
Manage Social Post |
Allows create, update, delete and view of social posts |
|
deleteSrContactMember |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
deleteSrContactMember |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
deleteSrContactMember |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
deleteSrContactMember |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
deleteSrContactMember |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
deleteSrContactMember |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
findSrSocialPost |
SVC_MANAGE_SOCIAL_POST_PRIV |
Manage Social Post |
Allows create, update, delete and view of social posts |
|
updateHRHelpDeskRequest |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
updateHRHelpDeskRequest |
SVC_VIEW_AGENT_HR_HD_PRIV |
View Agent HR Help Desk |
Allows viewing of HR Agent Help Desk. |
|
createServiceRequest |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
createServiceRequest |
SVC_CREATE_SR_USING_REST_PRIV |
Use REST Service to Create Service Request |
Allows creation of a service request using REST API. |
|
mergeSrMessage |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
mergeSrMessage |
SVC_EDIT_SR_USING_REST_PRIV |
Use REST Service to Edit Service Request |
Allows editing a service request using REST API. |
|
mergeSrMessage |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
mergeSrMessage |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrContactMember |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
getSrContactMember |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
getSrContactMember |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
getSrContactMember |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
getSrContactMember |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
getSrContactMember |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
getSrContactMember |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
getSrContactMember |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
getSrContactMember |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
getSrContactMember |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
getSrContactMember |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
getSrContactMember |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
getSrContactMember |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
mergeServiceRequest |
SVC_EDIT_SR_USING_REST_PRIV |
Use REST Service to Edit Service Request |
Allows editing a service request using REST API. |
|
mergeServiceRequest |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
updateInternalServiceRequest |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
updateInternalServiceRequest |
SVC_VIEW_AGENT_ISR_HD_PRIV |
View Agent Internal Help Desk |
Allows viewing of ISR Agent Help Desk. |
|
findServiceRequestSRListByStripeCdVC |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
findServiceRequestSRListByStripeCdVC |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
findServiceRequestSRListByStripeCdVC |
SVC_VIEW_SR_PRIV |
View Service Request |
Allows viewing of service request(s). |
|
findServiceRequestSRListByStripeCdVC |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
findServiceRequestSRListByStripeCdVC |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_CREATE_SR_PRIV |
Create Service Request |
Allows creation of a service request |
|
findServiceRequestSRListByStripeCdVC |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
findServiceRequestSRListByStripeCdVC |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
findServiceRequestSRListByStripeCdVC |
SVC_VIEW_HELPDESK_SR_PRIV |
View Help Desk Service Request |
Allows viewing of Help Desk service request details. |
|
getInternalServiceRequest |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
getInternalServiceRequest |
SVC_CREATE_ISR_SR_PRIV |
Create Internal Service Request |
Allows creation of an ISR service request. |
|
getInternalServiceRequest |
SVC_VIEW_ISR_SR_PRIV |
View Internal Service Request |
Allows viewing of ISR service request(s). |
|
getInternalServiceRequest |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
|
getInternalServiceRequest |
SVC_VIEW_AGENT_ISR_HD_PRIV |
View Agent Internal Help Desk |
Allows viewing of ISR Agent Help Desk. |
|
updateServiceRequest |
SVC_EDIT_SR_USING_REST_PRIV |
Use REST Service to Edit Service Request |
Allows editing a service request using REST API. |
|
updateServiceRequest |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
findHRHelpDeskRequest |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
findHRHelpDeskRequest |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
findHRHelpDeskRequest |
SVC_VIEW_HR_SR_PRIV |
View HR Service Request |
Allows viewing of HR service request(s). |
|
findHRHelpDeskRequest |
SVC_VIEW_AGENT_HR_HD_PRIV |
View Agent HR Help Desk |
Allows viewing of HR Agent Help Desk. |
|
findHRHelpDeskRequest |
SVC_CREATE_HR_SR_PRIV |
Create HR Service Request |
Allows creation of an HR service request. |
|
deleteSrMessage |
SVC_DELETE_HR_SR_PRIV |
Delete HR Service Request |
Allows deleting of an HR service request. |
|
deleteSrMessage |
SVC_EDIT_ISR_SR_PRIV |
Edit Internal Service Request |
Allows editing of an ISR service request. |
|
deleteSrMessage |
SVC_DELETE_SR_PRIV |
Delete Service Request |
Allows deleting of service request |
|
deleteSrMessage |
SVC_EDIT_SR_PRIV |
Edit Service Request |
Allows editing of a service request |
|
deleteSrMessage |
SVC_EDIT_HR_SR_PRIV |
Edit HR Service Request |
Allows editing of an HR service request. |
|
deleteSrMessage |
SVC_DELETE_ISR_SR_PRIV |
Delete Internal Service Request |
Allows deleting of an ISR service request. |
Privileges to Duty Roles Mapping
| Privilege Code | Granted to Duty Role Code | Granted to Duty Role Name | Granted To Duty Role Description |
|---|---|---|---|
|
SVC_DELETE_SR_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_DELETE_SR_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_CREATE_HR_SR_PRIV |
ORA_SVC_HR_SR_CREATION |
HR Service Request Creation |
Users requesting Next Gen support to resolve their HR related questions and issues. |
|
SVC_CREATE_HR_SR_PRIV |
ORA_SVC_HR_SR_ANALYSIS |
HR Service Request Analysis |
Manages a group of Next Gen HR Help Desk agents. Can view Next Gen HR service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_CREATE_HR_SR_PRIV |
ORA_SVC_HR_SR_MANAGEMENT |
HR Service Request Management |
Manages all aspects of the Next Gen HR Help Desk Service Request object. |
|
SVC_CREATE_HR_SR_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_MANAGE_HR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HR_SR_ANALYSIS |
HR Service Request Analysis |
Manages a group of Next Gen HR Help Desk agents. Can view Next Gen HR service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_MANAGE_HR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HR_SR_MANAGEMENT |
HR Service Request Management |
Manages all aspects of the Next Gen HR Help Desk Service Request object. |
|
SVC_MANAGE_HR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_MANAGE_ISR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_MANAGEMENT |
Internal Service Request Management |
Manages all aspects of the Internal Help Desk Service Request object. |
|
SVC_MANAGE_ISR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ANALYSIS |
Internal Service Request Analysis |
Manages a group of Internal Help Desk agents. Can view Internal service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_MANAGE_ISR_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_VIEW_HELPDESK_SR_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_VIEW_HELPDESK_SR_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_HELPDESK_SR_PRIV |
ORA_SVC_HELPDESK_SR_CREATION |
HR Help Desk Service Request Creation |
Employee requesting support to resolve their HCM related questions and issues. |
|
SVC_VIEW_HELPDESK_SR_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_VIEW_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_CREATION |
Internal Service Request Creation |
Users requesting support to resolve their Internal related questions and issues. |
|
SVC_VIEW_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_MANAGEMENT |
Internal Service Request Management |
Manages all aspects of the Internal Help Desk Service Request object. |
|
SVC_VIEW_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ANALYSIS |
Internal Service Request Analysis |
Manages a group of Internal Help Desk agents. Can view Internal service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_ISR_SR_PRIV |
ORA_MNT_MAINTENANCE_MANAGER_JOB |
Maintenance Manager |
Individual responsible for ensuring effective maintenance programs are in place and overseeing completion of maintenance tasks. |
|
SVC_VIEW_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_VIEW_HR_SR_PRIV |
ORA_SVC_HR_SR_CREATION |
HR Service Request Creation |
Users requesting Next Gen support to resolve their HR related questions and issues. |
|
SVC_VIEW_HR_SR_PRIV |
ORA_SVC_HR_SR_ANALYSIS |
HR Service Request Analysis |
Manages a group of Next Gen HR Help Desk agents. Can view Next Gen HR service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_HR_SR_PRIV |
ORA_SVC_HR_SR_MANAGEMENT |
HR Service Request Management |
Manages all aspects of the Next Gen HR Help Desk Service Request object. |
|
SVC_VIEW_HR_SR_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_DELETE_HR_SR_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_VIEW_SR_PRIV |
ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB |
Field Service Administrator |
Individual responsible for the administration of field service logistics. |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_PARTNER_USER |
Service Request Partner User |
Individual from the partner organization requesting for support to resolve their questions and issues. |
|
SVC_VIEW_SR_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_VIEW_SR_PRIV |
ORA_RCL_FIELD_SERVICE_TECHNICIAN_DUTY_CRM |
Field Service Technician |
Individual responsible for the duty of field service logistics. |
|
SVC_CREATE_SR_USING_REST_PRIV |
ORA_SVC_CUSTOMER_SELF_SERVICE_USAGE |
Customer Self-Service Usage |
A duty role that allows various self-service capabilities such as creating, viewing and editing owned service requests. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_HELPDESK_SR_CREATION |
HR Help Desk Service Request Creation |
Employee requesting support to resolve their HCM related questions and issues. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_PARTNER_USER |
Service Request Partner User |
Individual from the partner organization requesting for support to resolve their questions and issues. |
|
SVC_CREATE_SR_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_EDIT_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_CREATION |
Internal Service Request Creation |
Users requesting support to resolve their Internal related questions and issues. |
|
SVC_EDIT_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_MANAGEMENT |
Internal Service Request Management |
Manages all aspects of the Internal Help Desk Service Request object. |
|
SVC_EDIT_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ANALYSIS |
Internal Service Request Analysis |
Manages a group of Internal Help Desk agents. Can view Internal service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_EDIT_ISR_SR_PRIV |
ORA_MNT_MAINTENANCE_MANAGER_JOB |
Maintenance Manager |
Individual responsible for ensuring effective maintenance programs are in place and overseeing completion of maintenance tasks. |
|
SVC_EDIT_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_VIEW_AGENT_ISR_HD_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_MANAGEMENT |
Internal Service Request Management |
Manages all aspects of the Internal Help Desk Service Request object. |
|
SVC_VIEW_AGENT_ISR_HD_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ANALYSIS |
Internal Service Request Analysis |
Manages a group of Internal Help Desk agents. Can view Internal service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_AGENT_ISR_HD_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_VIEW_SR_TEAM_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_VIEW_SR_USING_REST_PRIV |
ORA_SVC_CUSTOMER_SELF_SERVICE_USAGE |
Customer Self-Service Usage |
A duty role that allows various self-service capabilities such as creating, viewing and editing owned service requests. |
|
SVC_VIEW_SR_USING_REST_PRIV |
ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB |
Field Service Administrator |
Individual responsible for the administration of field service logistics. |
|
SVC_VIEW_SR_USING_REST_PRIV |
ORA_MNT_MAINTENANCE_TECHNICIAN_JOB |
Maintenance Technician |
Individual responsible for the execution and completion of any maintenance tasks, and reporting materials and resources used during the maintenance activity. |
|
SVC_VIEW_SR_USING_REST_PRIV |
ORA_MNT_MAINTENANCE_MANAGER_JOB |
Maintenance Manager |
Individual responsible for ensuring effective maintenance programs are in place and overseeing completion of maintenance tasks. |
|
SVC_VIEW_SR_USING_REST_PRIV |
ORA_RCL_FIELD_SERVICE_TECHNICIAN_DUTY_CRM |
Field Service Technician |
Individual responsible for the duty of field service logistics. |
|
SVC_VIEW_AGENT_HR_HD_PRIV |
ORA_SVC_HR_SR_ANALYSIS |
HR Service Request Analysis |
Manages a group of Next Gen HR Help Desk agents. Can view Next Gen HR service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_AGENT_HR_HD_PRIV |
ORA_SVC_HR_SR_MANAGEMENT |
HR Service Request Management |
Manages all aspects of the Next Gen HR Help Desk Service Request object. |
|
SVC_VIEW_AGENT_HR_HD_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_EDIT_HR_SR_PRIV |
ORA_SVC_HR_SR_CREATION |
HR Service Request Creation |
Users requesting Next Gen support to resolve their HR related questions and issues. |
|
SVC_EDIT_HR_SR_PRIV |
ORA_SVC_HR_SR_ANALYSIS |
HR Service Request Analysis |
Manages a group of Next Gen HR Help Desk agents. Can view Next Gen HR service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_EDIT_HR_SR_PRIV |
ORA_SVC_HR_SR_MANAGEMENT |
HR Service Request Management |
Manages all aspects of the Next Gen HR Help Desk Service Request object. |
|
SVC_EDIT_HR_SR_PRIV |
ORA_SVC_HR_SR_ADMINISTRATION |
HR Service Request Administration |
Manages all aspects of Next Gen HR service requests. In addition, can manage queues and administer the Next Gen HR Help Desk service application, including setup. |
|
SVC_DELETE_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_CREATE_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_CREATION |
Internal Service Request Creation |
Users requesting support to resolve their Internal related questions and issues. |
|
SVC_CREATE_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_SR_MANAGEMENT |
Internal Service Request Management |
Manages all aspects of the Internal Help Desk Service Request object. |
|
SVC_CREATE_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ANALYSIS |
Internal Service Request Analysis |
Manages a group of Internal Help Desk agents. Can view Internal service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_CREATE_ISR_SR_PRIV |
ORA_MNT_MAINTENANCE_MANAGER_JOB |
Maintenance Manager |
Individual responsible for ensuring effective maintenance programs are in place and overseeing completion of maintenance tasks. |
|
SVC_CREATE_ISR_SR_PRIV |
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
Internal Service Request Administration |
Manages all aspects of Internal service requests. In addition, can manage queues and administer the Internal Help Desk service application, including setup. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_MANAGE_SR_TEAM_MEMBERS_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_HELPDESK_SR_CREATION |
HR Help Desk Service Request Creation |
Employee requesting support to resolve their HCM related questions and issues. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_EDIT_SR_PRIV |
ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB |
Field Service Administrator |
Individual responsible for the administration of field service logistics. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_PARTNER_USER |
Service Request Partner User |
Individual from the partner organization requesting for support to resolve their questions and issues. |
|
SVC_EDIT_SR_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_EDIT_SR_USING_REST_PRIV |
ORA_SVC_CUSTOMER_SELF_SERVICE_USAGE |
Customer Self-Service Usage |
A duty role that allows various self-service capabilities such as creating, viewing and editing owned service requests. |
|
SVC_EDIT_SR_USING_REST_PRIV |
ORA_RCL_FIELD_SERVICE_ADMINISTRATOR_JOB |
Field Service Administrator |
Individual responsible for the administration of field service logistics. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_HELPDESK_SR_MANAGEMENT |
HR Help Desk Service Request Management |
Manages all aspects of the HR Help Desk Service Request object. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_HELPDESK_ANALYSIS |
HR Help Desk Analysis |
Manages group of HR Help Desk agents. Can view service requests, activities, and attachments. Monitors metrics and overall resource balancing, critical service requests, service level agreements. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_SR_CONTRIBUTOR |
Service Request Contributor |
Can create Service Requests and help with resolution of the Service Request. Has basic Service Request Management capabilities. Would not be able to respond to customer, assign SR to a user or change the status of a SR. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_HELPDESK_ADMINISTRATION |
HR Help Desk Administration |
Manage all aspects of the HCM help desk service requests. In addition can manage queues and administer the HCM help desk service application, including setup. |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_SR_CHANNEL_USER |
Service Request Channel User |
Manages all aspects of the Service Request related to partner accounts |
|
SVC_VIEW_KNOWLEDGE_IN_SR_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
|
SVC_MANAGE_SOCIAL_POST_PRIV |
ORA_SVC_SR_ADMINISTRATOR |
Service Request Administrator |
Administers all aspects of the Service application, including Setup. |
|
SVC_MANAGE_SOCIAL_POST_PRIV |
ORA_SVC_SR_POWER_USER |
Service Request Power User |
Advanced Service Request management capabilities not available to Service Representatives |
|
SVC_MANAGE_SOCIAL_POST_PRIV |
ORA_SVC_SR_TROUBLESHOOTER |
Service Request Troubleshooter |
Manages all aspects of the Service Request object |
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_MNT_MAINTENANCE_MANAGER_JOB |
ORA_EGP_ITEM_INQUIRY_DUTY_CRM |
Item Inquiry |
Queries and views items in the enterprise. |
|
ORA_MNT_MAINTENANCE_TECHNICIAN_JOB |
ORA_EGP_ITEM_INQUIRY_DUTY_CRM |
Item Inquiry |
Queries and views items in the enterprise. |
|
ORA_MNT_MAINTENANCE_MANAGER_JOB |
ORA_MNT_MAINTENANCE_TECHNICIAN_JOB |
Maintenance Technician |
Individual responsible for the execution and completion of any maintenance tasks, and reporting materials and resources used during the maintenance activity. |
|
ORA_MNT_MAINTENANCE_MANAGER_JOB |
ORA_MNT_MANAGE_ENTERPRISE_ASSETS_DUTY_CRM |
Manage Enterprise Assets |
Provides access to Edit Asset UI including the view UIs in the history tab in the Edit Asset UI |
|
ORA_MNT_MAINTENANCE_MANAGER_JOB |
ORA_MNT_MANAGE_SUPPLIER_WARRANTY_DUTY_CRM |
Manage Supplier Warranty |
Provides manage access to Supplier Warranty feature including the access to REST resources |
|
ORA_MNT_MAINTENANCE_MANAGER_JOB |
ORA_POR_REQUISITION_SELF_SERVICE_USER_DUTY_CRM |
Requisition Self Service User |
Manages requisitions including creating, searching, and viewing requisitions, creating noncatalog requests, creating requisitions with one-time locations, and changing deliver-to locations on requisition lines. |
|
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_ADMINISTRATOR_DUTY |
Resource Administration |
Administers resource information. |
|
ORA_SVC_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_ADMINISTRATOR_DUTY |
Resource Administration |
Administers resource information. |
|
ORA_SVC_HR_SR_ADMINISTRATION |
ORA_HZRESOURCE_ADMINISTRATOR_DUTY |
Resource Administration |
Administers resource information. |
|
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_ORGANIZATION_ADMINISTRATOR_DUTY |
Resource Organization Administration |
Administers resource organizations. |
|
ORA_SVC_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_ORGANIZATION_ADMINISTRATOR_DUTY |
Resource Organization Administration |
Administers resource organizations. |
|
ORA_SVC_HR_SR_ADMINISTRATION |
ORA_HZRESOURCE_ORGANIZATION_ADMINISTRATOR_DUTY |
Resource Organization Administration |
Administers resource organizations. |
|
ORA_SVC_INTERNAL_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_TEAM_ADMINISTRATOR_DUTY |
Resource Team Administration |
Defines resource teams. |
|
ORA_SVC_HELPDESK_ADMINISTRATION |
ORA_HZRESOURCE_TEAM_ADMINISTRATOR_DUTY |
Resource Team Administration |
Defines resource teams. |
|
ORA_SVC_HR_SR_ADMINISTRATION |
ORA_HZRESOURCE_TEAM_ADMINISTRATOR_DUTY |
Resource Team Administration |
Defines resource teams. |
|
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. |
|
ORA_MNT_MAINTENANCE_TECHNICIAN_JOB |
ORA_MNT_VIEW_ENTERPRISE_ASSETS_DUTY_CRM |
View Enterprise Assets |
Provides access to the View Asset UI including the view UIs in the history tab within the View Asset UI |
|
ORA_MNT_MAINTENANCE_TECHNICIAN_JOB |
ORA_MNT_VIEW_SUPPLIER_WARRANTY_DUTY_CRM |
View Supplier Warranty |
Provides View access to Supplier Warranty feature including the get access to REST resources |