EBS Business Process Advisor: Service Request to Resolution

To help users and implementers understand the flow between different EBS Family product modules in the Service Request to Resolution business flow we have published a new type of note: 'Service Request Creation to Resolution' E-Business Suite Business Process Advisor (Doc ID 1589750.2).  This note contains:

  1. Business Flow Details: details of the modules used within the flow together with a demonstration script and example setup with an explanatory video.
  2. Hotspots:  highlights areas of the business flow where data and control passes between different products, or where the underlying logic requires further explanation or clarification.
  3. Related Flows: over time the aim is to extend the library of EBS Business Process Advisor documents to cover multiple business flows.  This tab will act as a link between these by indicating directly and indirectly related business flows documents.

What are Business Process Advisor Documents?

Oracle E-Business Suite (EBS) is released as a collection of separate modules with supporting material, such as Implementation and User Guides.  These tend to focus on the setup and use of an individual module without detailing how that module interacts with other related modules.  A typical implementation will include multiple modules which together provide a business flow, so there is a need to know how these modules function together.  The EBS Business Process Advisor documents assist in the modeling of specific business flows by describing the flow from a product and process perspective.

Who are they aimed at?

These notes are aimed at users and implementers to help with the understanding of the end-to-end business flow.

How you can help

Are there particular business flows that you are interested in seeing covered in an EBS Business Process Advisor document?  What do you find useful about the Business Process Advisor content and format?  Let us know by leaving a comment here, or you can mail us.


Comments:

Is there a way to open a purely "functional" Service Request? There have been times where our end users become frustrated because they end up being asked a million technical questions that is not related to the issue at hand. Ideally, they want to be able to communicate with a "peer" or similar subject matter expert rather than a technical. If so, are there words that they need to say? Specific type of SR, etc...?

Posted by Sheilah on April 14, 2014 at 06:30 PM EDT #

For purely functional questions then the absolute best place to go is the appropriate community (https://community.oracle.com/community/support/oracle_e-business_suite), there you can access your peers as well as Oracle Support analysts. You will get an answer very quickly without being asked for technical details (usually!).
If you absolutely want to raise an SR then there is no specific type of SR, but you just need to make it clear in the problem description that this is a consultative question about how functionality works, or how something should be set up etc. e.g. This is a consultative SR - I want to know.....

Posted by LuciaC on April 14, 2014 at 11:48 PM EDT #

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