Tuesday Jan 07, 2014

Teleservice Timezone Functionality (R12.2.2)

The Teleservice application uses a number of different timezones identifiers to accommodate implementations which span multiple timezones: 
  • Contact Time Zone
  • Incident Time Zone
  • Agent Time Zone
  • Server Time Zone
  • Customer Time Zone
These timezones are used to display dates related to a Teleservice Service Request, e.g. Incident Respond By, Reported Date, Created On etc. 

There can be confusion around how the different timezones are used and how the timezone conversion works.  A new comprehensive note has been written to explain exactly how each timezone is used for the Service Request fields and how the conversion process works in R12.2.2.  Take a look at Doc ID 1595547.1: R12.2.2 TeleService - Time Zone Functionality for details.

Still have questions?  Post your questions to the MOS Service Community.

Tuesday Dec 10, 2013

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.

Friday Jan 04, 2013

EBS CRM Service Webcast: Automatic Owner Assignment For Service Requests and Tasks


January 29, 2013 at 10 am ET, 8 am MT, 7 am PT, 3:00 pm, GMT Time (London)

This one-hour session is recommended for technical and functional users who are interested in setting up and troubleshooting Automatic Owner assignment for service requests and tasks with Territories.

Topics will include:

  •     Territory Setup
  •     Profile Options setup
  •     Group/resources setup
  •     Troubleshooting
See Doc ID 1513426.1 for further details.

Click here to register for this event.

Friday Nov 02, 2012

ADVISOR WEBCAST: R12: How to debug Email Center Auto Service Request Creation Failures

November 6, 2012 at 11 am ET, 9 am MT, 8 am PT, 4 pm London

The primary function of this WebCast is to explain how to debug problems when auto-creating a Service Request from an Inbound Email into Email Center. We see a significant number of issues raised with Support in this area, as the only indication the auto-creation has failed, is the Email routing to the Supervisor Queue for manual processing.

Topics will include:

  • Understand Email Center and Auto SR creation process.
  •  Run the debug procedures.
  • Understand the output and check the reasons for SR Creation failure.
  • See the fixes for the most common issues faced.
  • See the results for successful SR creation.

REGISTER.jpgGo to Doc ID 1493122.1 to register.

Current Schedule and Archived Downloads can be found on Doc ID 740966.1.

Friday Jun 08, 2012

New! EBS CRM Service Request Templating Online

In an effort to improve the user experience changes have been made to Service Request (SR) creation process using My Oracle Support (MOS). This change is now online for several high-use CRM products. We aimed to streamline the process by reducing the number of questions, making subsequent questions conditional on previous responses, reducing lists of problem categories, and recommending key documents/evidence which should be supplied to help the Support engineer progress the issue. The process is now divided into three steps:

  • Problem - prompts for a summary of the issue, and what steps have to be performed to re-produce the issue
  • More Information - users will see the biggest change, as they select the ‘Problem Type’, which then presents a series of suggested attachments to upload
  • Severity/Contact - section records who to contact, by what means, and the degree of urgency for the issue.
  • The products included are:

    · 	Incentive Compensation
    ·   	Trade Management
    ·    	Site Hub
    ·  	Incentive Compensation Analytics for Oracle Data Integrator
    · 	TeleService
    ·    	Install Base
    ·  	Quoting
    ·    	Sales
    ·     	Field Service
    ·      	Service Contracts


Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

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