Oracle Service

Service Request (SR): It is an object in e-Business Suite (EBS) that tracks a single customer issue from initial contact to its resolution. A SR can have only one subject that is each SR is only about one problem

SR has information about the problem and efforts taken to resolve it; contact history, people involved and email exchange etc.

Task is assigned to a person to achieve one particular portion of the work

The mandatory info needed for a SR are:

• Customer

• Problem Summary

• Type

• Status

• Severity

SR Types:

• Request for Information

• Customer Complaint

• Billing Issue

• Installation Request

• Preventive Maintenance

• Return

• Depot Repair

• Unclassified

Identify and Enter Customer Contact

Responsibility = Customer Support, Vision Operations ->Customer Management -> Contact Center

We have entered the account information and now proceed to enter the contact information and click on the Service Request Tab to initiate a new Service Request

Notice by default the Status is Open and Severity is Low

Now enter the Summary of the issue and select the Item. For this example I am using a 19” Monitor and the issue is Flickering. Populate the Summary field and the Item for creation of Service Request.

Note the Item and Item ID are populated with the SR number populated too after Saving the SR.

We can search the knowledge base for potential issue resolution and fixes

Results are returned  based on previous incidents

If the resolution was the right fix click on Yes and Application links the solution to the SR and updates

Solution Details page – outlines the solution recommended

Click on the Glasses icon this shows the solution in detail.

 Update the Status of the SR and save it. The SR is now Closed

Now lets do the same in Customer Support:

Responsibility is Customer Support, Vision Operations -> Agent Dashboard -> Service Agent Home -> Manual Work Selection

Setups:

Setting up Service Request Type:

Here we are defining the Service Request Type which classifies the type of issue the customer is having.

Some of the typical ones are:

• Request for Info

• Customer Complaint

• Billing issue

• Installation Request

• Preventive Maintenance

• Return

• Repair

• Unclassified

Setting up Hardware Status group and Transitions

Navigate to Setup -> Rules-> Status Groups and Transitions

Setting up default Status and Transitions  

Set the default Status to New.

Setting up Service Request Type:

Navigate to Setup -> Definitions -> Service Request Type.

Responsibility: Customer Support, Vision Operations

Setup-> Definitions-> Problem Codes

Here we are setting up Problem Codes for the different problems we might have going forward

Now we proceed to create the resolution codes for the same

Mapping Problem Codes

Navigate to Setup -> Mapping -> Problem Code Mapping. Helps to map the problem code with the resolution code

Click on Unmapped Problem Codes 

Select the problem codes created and say Create Problem Code Mapping

Select the Request Type page and the Item number as f71000 to map the problem code to that particular item. Problem Codes can also be defined at a Category Level too.

Problem Code Mapping Page:

Click on Create Problem Code Mapping

Map the un-mapped Problem Codes and click Apply

Then go to Setup-> Mapping -> Resolution Code Mapping

Click on Unmapped Resolution Codes

Default Response Times and Resolution Deadlines:

Navigate to Setup->Charges and Setup Business Process

Here we are defining a custom Business Process. Clear Depot Repair and Field Service options

Defining Response and Resolution times for the Business Process in the default SLA coverage Template

Navigate to Setup-> Definitions ->Coverage Templates

We are defining a new business process and we are assigning the default times for the same:

Defining Reaction Times:

Associate Business Process with Service Request Type

Setup -> Definition -> Service Request Type

Associated the Business Process with the Service Request Type and Save

Setting Standard Service Security

Navigate to Setup -> Rules -> Service System Parameters

Turn the Standard Security Feature under this. Enable Enforce Self Responsibility to Request Type mapping

Mapping Service Request Type to Responsibility

Setup-> Mapping -> Responsibility Mapping.

Looked up the responsibility Customer Support, Vision Operations and click on Update responsibility to Add Service Request Type

This would be used to allow only Managers to close SR’s for example.

Create New Group called 666Hardware Manager for example.

Setting up Electronic Records and Signatures:

Navigate to Setup -> Definitions-> Service Request Statuses via the Customer Support Vision Operations responsibility

In the Status Field, click on a new Status called Pending Approval

Check the option called ‘Pending Approval’

Enter another status called ‘Repair Rejected’ .

Setup Closed Status as Triggered Status:

In the Closed Status field set up the Intermediate Status and Rejection Action as shown below: