Oracle® Common Application Components

Implementation Guide
Release 11i
Part No. B12394-02

July 2005
Oracle Common Application Components Implementation Guide, Release 11i

Part No. B12394-02

Copyright © 2000, 2005, Oracle. All rights reserved.

Primary Author: Judy Wood

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 Contents

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Preface

1 Introduction
Oracle E-Business Suite Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Oracle Common Application Components Overview . . . . . . . . . . . . . . . . . . 1-4

2 Before You Begin

Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Installation Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1
Application Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Oracle Common Application Components Dependencies . . . . . . . . . . . . . . . 2-15

3 Resource Manager Implementation Overview

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1
Phase I: Setting Up Resource Manager . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Phase II: Managing Resources with Resource Manager . . . . . . . . . . . . . . . . . 3-9

4 Phase I: Setting Up Resource Manager

Overview of Setting Up Resource Manager. . . . . . . . . . . . . . . . . . . . . . . 4-1
Mass Importing Resources From Other Applications in the E-Business Suite . . . . . . . 4-3
Importing Resources From Legacy Applications Using APIs . . . . . . . . . . . . . . . 4-4
Importing Individual Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-4
Creating a Resource Manually in Forms . . . . . . . . . . . . . . . . . . . . . . . . 4-6
Creating a Salesperson Automatically . . . . . . . . . . . . . . . . . . . . . . . . 4-10
Creating a Salesperson of Type Other and To Be Hired in HTML . . . . . . . . . . . . 4-15
Creating a Salesperson in Multiple Organizations . . . . . . . . . . . . . . . . . . 4-16
Defining Role Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
Defining Roles in Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-18
Defining Roles in HTML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19
Specifying Role Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-20
Defining Skill Levels in HTML . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21
Assigning a Numeric Value to a Skill Rating . . . . . . . . . . . . . . . . . . . . . 4-21

iii
 Changing the Name of a Skill Rating . . . . . . . . . . . . . . . . . . . . . . . . 4-22
Publishing Workflow Business Events . . . . . . . . . . . . . . . . . . . . . . . . 4-22

5 Phase II: Managing Resources

Overview of Managing Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Finding a Resource in Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4
Finding and Changing a Resource in HTML . . . . . . . . . . . . . . . . . . . . . . 5-5
Configuring Resource Fields for Updates . . . . . . . . . . . . . . . . . . . . . . . 5-6
Assigning Additional Resource Attributes . . . . . . . . . . . . . . . . . . . . . . . 5-6
Synchronizing End Dates for Partner and Employee Resources . . . . . . . . . . . . . . 5-8
Creating Groups in Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-9
Creating Groups in HTML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-11
Defining Dynamic Groups in Forms . . . . . . . . . . . . . . . . . . . . . . . . . 5-12
Defining Dynamic Groups in HTML . . . . . . . . . . . . . . . . . . . . . . . . 5-14
Viewing Group Hierarchy in Forms . . . . . . . . . . . . . . . . . . . . . . . . . 5-14
Viewing Role Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-15
Assigning Roles to Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
Assigning Resources to Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-16
Defining Teams in Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17
Defining Teams in HTML . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-18
Configuring Group and Team Member Notifications . . . . . . . . . . . . . . . . . 5-19
Moving a Group of Salespersons from One Compensation Analyst to Another. . . . . . 5-27
Running a Group Audit Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28
Viewing an Audit Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-29
Running a Group Structure Report . . . . . . . . . . . . . . . . . . . . . . . . . 5-30
Viewing a Group Structure Report . . . . . . . . . . . . . . . . . . . . . . . . . 5-31
Running Resource Skills Report . . . . . . . . . . . . . . . . . . . . . . . . . . 5-31
Viewing Resource Skills Report. . . . . . . . . . . . . . . . . . . . . . . . . . . 5-32

6 Troubleshooting Resource Manager

Common Implementation Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-7
Frequently Asked Questions (FAQs). . . . . . . . . . . . . . . . . . . . . . . . . 6-12

7 Oracle Common Applications Calendar Implementation Overview

Overview of Implementing Oracle Common Applications Calendar . . . . . . . . . . . 7-1
Implementing Notes in Oracle Applications Framework. . . . . . . . . . . . . . . . . 7-2
Implementing Tasks in Oracle Applications Framework . . . . . . . . . . . . . . . . . 7-3
Implementing Calendar in Oracle Applications Framework . . . . . . . . . . . . . . . 7-5

8 Implementing the Oracle Applications Framework Based Notes

Overview of Notes in Oracle Applications Framework . . . . . . . . . . . . . . . . . 8-1
Implementation Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-1
Setting Up Note Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

iv
 Mapping Note Types to a Source . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Defining Notes Reference Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Setting Up the Source Object Code and Context . . . . . . . . . . . . . . . . . . . . 8-2
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2
Customizing Notes Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3
Publishing Note Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

9 Implementing the Oracle Applications Framework Based Task Manager

Overview of Task Manager in Oracle Applications Framework . . . . . . . . . . . . . . 9-1
Implementing the Oracle Applications Framework Based Task Manager . . . . . . . . . 9-2
Phase I: Setting Up Basic Task Features . . . . . . . . . . . . . . . . . . . . . . . . 9-2
Defining Task Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2
Defining Task Statuses and Status Transition Rules . . . . . . . . . . . . . . . . . . . 9-2
Defining Task Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3
Mapping Task and Notes References to a Source . . . . . . . . . . . . . . . . . . . . 9-3
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-3
Running the Task Manager Concurrent Program . . . . . . . . . . . . . . . . . . . . 9-4
Setting Up Metadata Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4
Publishing Task Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4
Customizing Task Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-4
Phase II: Setting Up One Additional Step for Tasks in Oracle Applications Framework . . . 9-5
Mapping Task Assignee Types to a Source . . . . . . . . . . . . . . . . . . . . . . . 9-5
Personalization Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-7

10 Implementing the Oracle Applications Framework Based Calendar

Overview of Calendar in Oracle Applications Framework . . . . . . . . . . . . . . . 10-1
Implementing the Oracle Applications Framework Based Calendar . . . . . . . . . . . 10-1
Creating a Calendar User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Integrating with Web Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2
Starting Workflow Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3
Publishing Business Events for Appointments . . . . . . . . . . . . . . . . . . . . 10-3
Creating Categories for Shifts and Exceptions . . . . . . . . . . . . . . . . . . . . 10-3
Setting Up Global Exceptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4
Setting Up Shift Detail Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-4

11 Implementing Calendar Synchronization

Overview of Calendar Synchronization . . . . . . . . . . . . . . . . . . . . . . . 11-1
Oracle Sales Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1
Enabling Outlook Preferences Menu . . . . . . . . . . . . . . . . . . . . . . . . 11-2
Synchronize Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2
Data Quality Management Setup . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2
Setting Mandatory Profile Options . . . . . . . . . . . . . . . . . . . . . . . . . 11-3
Setting Optional Profile Options . . . . . . . . . . . . . . . . . . . . . . . . . . 11-3

v
 Appointment Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4
Customizing Action Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-4
User Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5
Purge Synchronization Data Concurrent Program . . . . . . . . . . . . . . . . . . . 11-5

12 Notes Implementation Overview

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1
Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2

13 Setting Up Notes
Setting Up Note Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1
Mapping Note Types to a Source . . . . . . . . . . . . . . . . . . . . . . . . . . 13-2
Defining Notes Reference Mapping . . . . . . . . . . . . . . . . . . . . . . . . . 13-3
Setting Up the Source Object Code and Context . . . . . . . . . . . . . . . . . . . 13-4
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-5
Publishing Note Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . 13-6

14 Customizing HTML Notes Security

HTML Notes Security Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1
Terms and Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2
Steps for Customizing HTML Notes Security. . . . . . . . . . . . . . . . . . . . . 14-5

15 Troubleshooting Notes
Errors Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-1
Answers to Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . 15-2

16 Assignment Manager Implementation Overview

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-1
Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-3

17 Implementation Tasks for Assignment Manager

Setting Up the TCF Servers for Gantt . . . . . . . . . . . . . . . . . . . . . . . . 17-1
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-11
Setting Up Other Dependencies. . . . . . . . . . . . . . . . . . . . . . . . . . . 17-12
Configuring Color Coded Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-13
Customizing the Assignment Manager UI . . . . . . . . . . . . . . . . . . . . . . 17-22
Setting Up Enhanced Planning Options . . . . . . . . . . . . . . . . . . . . . . . 17-41
Skills-based Filtering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-43
Self-testing Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-72
Support for Excluded Resources . . . . . . . . . . . . . . . . . . . . . . . . . . 17-76
Publishing Assignment Manager Business Events . . . . . . . . . . . . . . . . . . 17-78
Using Business Events to Generate Custom Logic . . . . . . . . . . . . . . . . . . . 17-95

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18 Troubleshooting Assignment Manager
Common Implementation Errors for Assignment Manager. . . . . . . . . . . . . . . 18-1
Error Messages for Assignment Manager . . . . . . . . . . . . . . . . . . . . . . 18-4
Troubleshooting Tips for Assignment Manager. . . . . . . . . . . . . . . . . . . . 18-5
Troubleshooting Tips for Gantt . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-5
Gantt Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . . . . 18-14

19 Task Manager Implementation Overview

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-1
Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19-2

20 Setting Up Task Manager

Defining Task Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-1
Defining Task Statuses and Status Transition Rules . . . . . . . . . . . . . . . . . . 20-5
Defining Task Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-12
Defining Task Date Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-13
Mapping Task and Notes References, and Task Assignee Types to a Source . . . . . . . 20-14
Registering Task Mass Reassignment Screen . . . . . . . . . . . . . . . . . . . . . 20-16
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-16
Running the Task Manager Concurrent Program . . . . . . . . . . . . . . . . . . . 20-23
Setting Up Metadata Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20-25
Publishing Task Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . 20-27

21 Working with Task Templates

Designing Task Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21-1
Defining Template Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21-4

22 Customizing Tasks Security

Task Security Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-1
Customizing Tasks Data Security . . . . . . . . . . . . . . . . . . . . . . . . . . 22-10
Setting the Security Profile Option . . . . . . . . . . . . . . . . . . . . . . . . . 22-10
Customizing the List of Values Security Access . . . . . . . . . . . . . . . . . . . . 22-12
Customizing the List of Values Security for HTML Tasks . . . . . . . . . . . . . . . 22-12
Customizing the Resource List of Values Security for Tasks in Oracle Applications Framework
and Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-18
Granting Manager-Directs Security Access . . . . . . . . . . . . . . . . . . . . . . 22-23
Troubleshooting Task Data Security . . . . . . . . . . . . . . . . . . . . . . . . . 22-28

23 Troubleshooting Task Manager

Common Implementation Errors . . . . . . . . . . . . . . . . . . . . . . . . . . 23-1
Answers to Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . 23-1

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24 Calendar Implementation Overview
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-1
HTML Calendar Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24-2
Forms-based Calendar Overview . . . . . . . . . . . . . . . . . . . . . . . . . . 24-5

25 Implementing the HTML Calendar

Adding a Calendar tab to a Responsibility . . . . . . . . . . . . . . . . . . . . . . 25-1
Creating a Calendar Administrator . . . . . . . . . . . . . . . . . . . . . . . . . 25-2
Creating a Calendar User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-4
Changing a Calendar Administrator . . . . . . . . . . . . . . . . . . . . . . . . . 25-5
Implementing Calendar Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-7
Integrating with Web Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-7
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-8
Starting Workflow Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-11
Running Concurrent Program . . . . . . . . . . . . . . . . . . . . . . . . . . . 25-12
Publishing Business Events for Appointments . . . . . . . . . . . . . . . . . . . . 25-13

26 Implementing the Forms-based Calendar

Defining a Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-1
Defining Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-2
Defining Unavailability (Exceptions) . . . . . . . . . . . . . . . . . . . . . . . . 26-3
Using the Assign Shift and Exceptions Window . . . . . . . . . . . . . . . . . . . 26-4
Assigning a Calendar to a Shift . . . . . . . . . . . . . . . . . . . . . . . . . . . 26-4
Assigning an Exception to a Calendar . . . . . . . . . . . . . . . . . . . . . . . . 26-5
Assigning a Resource to a Calendar . . . . . . . . . . . . . . . . . . . . . . . . . 26-5

27 Escalation Manager Implementation Overview

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-1
Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27-1

28 Implementation Tasks for Escalation Manager

Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-1
Starting the Background Workflow Process. . . . . . . . . . . . . . . . . . . . . . 28-4
Setting Escalation Lookup Codes . . . . . . . . . . . . . . . . . . . . . . . . . . 28-5
Setting Up Escalation Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-7
Defining Escalation Reference Codes . . . . . . . . . . . . . . . . . . . . . . . . 28-8
Defining Escalation Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . 28-9
Publishing Business Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28-9

29 Troubleshooting Escalation Manager

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-1
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29-1

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30 BRM Implementation Overview
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-1
Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30-1

31 Phase I: Conguring the Business Rule Monitor

Setting Up the Business Rule Monitor . . . . . . . . . . . . . . . . . . . . . . . . 31-1
Defining the Business Rule Monitor Workflow Administrator . . . . . . . . . . . . . 31-1
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31-3
Starting the Background Workflow Processes . . . . . . . . . . . . . . . . . . . . . 31-3

32 Phase II: Implementing Business Rules Using the Business Rule Monitor
Creating a New Business Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-1
Enabling a Business Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32-5
Verifying an Escalation Territory . . . . . . . . . . . . . . . . . . . . . . . . . . 32-6
Starting the Business Rule Monitor . . . . . . . . . . . . . . . . . . . . . . . . . 32-7

33 Troubleshooting the Business Rule Monitor

Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33-1
General Tips for Defining Rules . . . . . . . . . . . . . . . . . . . . . . . . . . 33-1
Stopping the Business Rule Monitor . . . . . . . . . . . . . . . . . . . . . . . . 33-2
Answers to Frequently Asked Questions (FAQs) . . . . . . . . . . . . . . . . . . . 33-3

34 Verify the Implementation

Oracle Common Application Components Implementation Verification Tasks . . . . . . 34-1

A Prole Options
Before You Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
About Profile Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1
Setting Profile Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2
Common Application Components Profile Options . . . . . . . . . . . . . . . . . . . A-3

B Concurrent Programs
About Concurrent Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
Running Concurrent Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1
Common Application Components Concurrent Programs . . . . . . . . . . . . . . . . B-2

Glossary

ix
 Send Us Your Comments

Oracle Common Application Components Implementation Guide, Release 11i

Part No. B12394-02

Oracle welcomes your comments and suggestions on the quality and usefulness of this publication. Your
input is an important part of the information used for revision.
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xi
 Preface

Intended Audience
Welcome to Release 11i of the Oracle Common Application Components Implementation
Guide.
This guide assumes you have a working knowledge of the following:
• The principles and customary practices of your business area
• Oracle Common Application Components
If you have never used Oracle Common Application Components, Oracle suggests
you attend one or more of the Oracle Common Application Components training
classes available through Oracle University.
• The Oracle Applications graphical user interface
To learn more about the Oracle Applications graphical user interface, read the Oracle
Applications User’s Guide.
See Other Information Sources for more information about Oracle Applications product
information.
See Related Documents on page xv for more Oracle Applications product information.

TTY Access to Oracle Support Services

Oracle provides dedicated Text Telephone (TTY) access to Oracle Support Services
within the United States of America 24 hours a day, seven days a week. For TTY support,
call 800.446.2398.

Documentation Accessibility
Our goal is to make Oracle products, services, and supporting documentation accessible,
with good usability, to the disabled community. To that end, our documentation
includes features that make information available to users of assistive technology.
This documentation is available in HTML format, and contains markup to facilitate
access by the disabled community. Accessibility standards will continue to evolve over
time, and Oracle is actively engaged with other market-leading technology vendors to
address technical obstacles so that our documentation can be accessible to all of our
customers. For more information, visit the Oracle Accessibility Program Web site at
http://www.oracle.com/accessibility/ .

xiii
Accessibility of Code Examples in Documentation
Screen readers may not always correctly read the code examples in this document. The
conventions for writing code require that closing braces should appear on an otherwise
empty line; however, some screen readers may not always read a line of text that consists
solely of a bracket or brace.

Accessibility of Links to External Web Sites in Documentation

This documentation may contain links to Web sites of other companies or organizations
that Oracle does not own or control. Oracle neither evaluates nor makes any
representations regarding the accessibility of these Web sites.

Structure
1 Introduction
2 Before You Begin
3 Resource Manager Implementation Overview
4 Phase I: Setting Up Resource Manager
5 Phase II: Managing Resources
6 Troubleshooting Resource Manager
7 Oracle Common Applications Calendar Implementation Overview
8 Implementing the Oracle Applications Framework Based Notes
9 Implementing the Oracle Applications Framework Based Task Manager
10 Implementing the Oracle Applications Framework Based Calendar
11 Implementing Calendar Synchronization
12 Notes Implementation Overview
13 Setting Up Notes
14 Customizing HTML Notes Security
15 Troubleshooting Notes
16 Assignment Manager Implementation Overview
17 Implementation Tasks for Assignment Manager
18 Troubleshooting Assignment Manager
19 Task Manager Implementation Overview
20 Setting Up Task Manager
21 Working with Task Templates
22 Customizing Tasks Security
23 Troubleshooting Task Manager
24 Calendar Implementation Overview
25 Implementing the HTML Calendar
26 Implementing the Forms-based Calendar
27 Escalation Manager Implementation Overview
28 Implementation Tasks for Escalation Manager
29 Troubleshooting Escalation Manager
30 BRM Implementation Overview
31 Phase I: Conguring the Business Rule Monitor
32 Phase II: Implementing Business Rules Using the Business Rule Monitor
33 Troubleshooting the Business Rule Monitor
34 Verify the Implementation
A Prole Options
B Concurrent Programs

xiv
 Glossary

Related Documents
Other Information Sources
You can choose from many sources of information, including online
documentation, training, and support services, to increase your knowledge and
understanding of Oracle Common Application Components.
If this guide refers you to other Oracle Applications documentation, use only the Release
11i versions of those guides.
Online Documentation All Oracle Applications documentation is available online
(HTML or PDF). Online help patches are available on OracleMetaLink.
Related Documentation Oracle Common Application Components shares business and
setup information with other Oracle Applications products. Therefore, you may want
to refer to other product documentation when you set up and use Oracle Common
Application Components.
Oracle CRM Technology Foundation Implementation Guide contains information relating to
User Management including user registration and management performed through the
System Administrator’s Console.
You can read the documents online by choosing Library from the expandable menu on
your HTML help window, by reading from the Oracle Applications Document Library
CD included in your media pack, or by using a Web browser with a URL that your
system administrator provides.
If you require printed guides, you can purchase them from the Oracle Store at
http://oraclestore.oracle.com.
Documents Related to All Products
• Oracle Applications User’s Guide
This guide explains how to enter data, query, run reports, and navigate using
the graphical user interface (GUI) available with this release of Oracle Common
Application Components (and any other Oracle Applications products). This guide
also includes information on setting user profiles, as well as running and reviewing
reports and concurrent processes. You can access this User’s Guide online by
choosing ”Getting Started with Oracle Applications” from any Oracle Applications
help file.
Documents Related to This Product
• Oracle Common Application Components User’s Guide
The User’s Guide contains important reference and background information on each
of the Oracle Common Application Components modules. In addition, it contains
procedures and using information that describe the common user and tasks that are
necessary to perform in each of the modules.
• Oracle Common Application Components API Reference Guide
This manual describes the public, supported Oracle Common Application
Components APIs. It includes API information for the following Application
modules:
• Resource Manager

xv
 • Task Manager
• Notes
Installation and System Administration
• Oracle Applications Concepts
This guide provides an introduction to the concepts, features, technology
stack, architecture, and terminology for Oracle Applications Release 11i. It provides
a useful first book to read before an installation of Oracle Applications. This guide
also introduces the concepts behind Applications-wide features such as Business
Intelligence (BIS), languages and character sets, and Self-Service Web Applications.
• Installing Oracle Applications
This guide provides instructions for managing the installation of Oracle Applications
products. In Release 11i, much of the installation process is handled using Oracle
Rapid Install, which minimizes the time to install Oracle Applications, the Oracle8
technology stack, and the Oracle8i Server technology stack by automating many of
the required steps. This guide contains instructions for using Oracle Rapid Install
and lists the tasks you need to perform to finish your installation. You should use
this guide in conjunction with individual product user guides and implementation
guides.
• Oracle Applications Supplemental CRM Installation Steps
This guide contains specific steps needed to complete installation of a few of the
CRM products. The steps should be done immediately following the tasks given in
the Installing Oracle Applications guide.
• Upgrading Oracle Applications
Refer to this guide if you are upgrading your Oracle Applications Release 10.7 or
Release 11.0 products to Release 11i. This guide describes the upgrade process and
lists database and product-specific upgrade tasks. You must be either at Release
10.7 (NCA, SmartClient, or character mode) or Release 11.0, to upgrade to Release
11i. You cannot upgrade to Release 11i directly from releases prior to 10.7.
• Maintaining Oracle Applications
Use this guide to help you run the various AD utilities, such as
AutoUpgrade, AutoPatch, AD Administration, AD Controller, AD Relink, License
Manager, and others. It contains how-to steps, screenshots, and other information
that you need to run the AD utilities. This guide also provides information on
maintaining the Oracle applications file system and database.
• Oracle Applications System Administrator’s Guide
This guide provides planning and reference information for the Oracle Applications
System Administrator. It contains information on how to define security, customize
menus and online help, and manage concurrent processing.
• Oracle Alert User’s Guide
This guide explains how to define periodic and event alerts to monitor the status of
your Oracle Applications data.
• Oracle Applications Developer’s Guide
This guide explains how to define periodic and event alerts to monitor the status of
your Oracle Applications data. Oracle Applications Developer’s Guide This guide

xvi
 contains the coding standards followed by the Oracle Applications development
staff. It describes the Oracle Application Object Library components needed
to implement the Oracle Applications user interface described in the Oracle
Applications User Interface Standards for Forms-Based Products. It also provides
information to help you build your custom Oracle Forms Developer 6i forms so that
they integrate with Oracle Applications.
• Oracle Applications User Interface Standards for Forms-Based Products
This guide contains the user interface (UI) standards followed by the Oracle
Applications development staff. It describes the UI for the Oracle Applications
products and how to apply this UI to the design of an application built by using
Oracle Forms.
Other Implementation Documentation
• Multiple Reporting Currencies in Oracle Applications
If you use the Multiple Reporting Currencies feature to record transactions in
more than one currency, use this manual before implementing Oracle Common
Application Components. This manual details additional steps and setup
considerations for implementing Oracle Common Application Components with
this feature.
• Multiple Organizations in Oracle Applications
This guide describes how to set up and use Oracle Common Application
Components with Oracle Applications’ Multiple Organization support feature, so
you can define and support different organization structures when running a single
installation of Oracle Common Application Components.
• Oracle Workflow Administrator’s Guide
This guide describes Oracle Workflow setup steps, the administrator Status
Monitor, and administrative scripts.
• Oracle Workflow Developer’s Guide
This guide describes Oracle Workflow Builder including defining workflow
processes, defining Business Event System (BES) events, subscriptions, agents, and
systems.
• Oracle Workflow API Reference
This guide describes PL/SQL and Java Workflow APIs.
• Oracle Applications Flexfields Guide
This guide provides flexfields planning, setup and reference information for the
Oracle Common Application Components implementation team, as well as for users
responsible for the ongoing maintenance of Oracle Applications product data. This
manual also provides information on creating custom reports on flexfields data.
• Oracle eTechnical Reference Manuals
Each eTechnical Reference Manual (eTRM) contains database diagrams and a
detailed description of database tables, forms, reports, and programs for a specific
Oracle Applications product. This information helps you convert data from
your existing applications, integrate Oracle Applications data with non-Oracle
applications, and write custom reports for Oracle Applications products. Oracle
eTRM is available on OracleMetaLink

xvii
 • Oracle Manufacturing APIs and Open Interfaces Manual
This manual contains up-to-date information about integrating with other Oracle
Manufacturing applications and with your other systems. This documentation
includes APIs and open interfaces found in Oracle Manufacturing.
• Oracle Order Management Suite APIs and Open Interfaces Manual
This manual contains up-to-date information about integrating with other Oracle
Manufacturing applications and with your other systems. This documentation
includes APIs and open interfaces found in Oracle Order Management Suite.
• Oracle Applications Message Reference Manual
This manual describes Oracle Applications messages. This manual is available in
HTML format on the documentation CD-ROM for Release 11i.
• Oracle Common Application Components Implementation Guide
Many e-Business Suite products use components from Oracle Common Application
Components. Use this guide to correctly implement Oracle Common Application
Components.
Training and Support
Training: Oracle offers training courses to help you and your staff master Oracle
Common Application Components and reach full productivity quickly. You have a
choice of educational environments. You can attend courses offered by Oracle University
at any one of our many Education Centers, you can arrange for our trainers to teach at
your facility, or you can use Oracle Learning Network (OLN), Oracle University’s online
education utility. In addition, Oracle training professionals can tailor standard courses or
develop custom courses to meet your needs. For example, you may want to use your
organization’s structure, terminology, and data as examples in a customized training
session delivered at your own facility.
Support: From on-site support to central support, our team of experienced
professionals provides the help and information you need to keep Oracle Common
Application Components working for you. This team includes your Technical
Representative, Account Manager, and Oracle’s large staff of consultants and support
specialists with expertise in your business area, managing an Oracle8i server, and your
hardware and software environment.
OracleMetaLink: OracleMetaLink is your self-service support connection with
Web, telephone menu, and e-mail alternatives. Oracle supplies these technologies for
your convenience, available 24 hours a day, 7 days a week. With OracleMetaLink, you
can obtain information and advice from technical libraries and forums, download
patches, download the latest documentation, look at bug details, and create or update
TARs. To use OracleMetaLink, register at (http://metalink.oracle.com).
Alerts: You should check OracleMetaLink alerts before you begin to install or upgrade
any of your Oracle Applications. Navigate to the Alerts page as follows: Technical
Libraries/ERP Applications/Applications Installation and Upgrade/Alerts.
Self-Service Toolkit: You may also find information by navigating to the Self-Service
Toolkit page as follows: Technical Libraries/ERP Applications/Applications Installation
and Upgrade.

xviii
Do Not Use Database Tools to Modify Oracle Applications Data
Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data Browser,
database triggers, or any other tool to modify Oracle Applications data unless otherwise
instructed.
Oracle provides powerful tools you can use to create, store, change, retrieve, and
maintain information in an Oracle database. But if you use Oracle tools such as SQL*Plus
to modify Oracle Applications data, you risk destroying the integrity of your data and
you lose the ability to audit changes to your data.
Because Oracle Applications tables are interrelated, any change you make using an
Oracle Applications form can update many tables at once. But when you modify Oracle
Applications data using anything other than Oracle Applications, you may change a row
in one table without making corresponding changes in related tables. If your tables get
out of synchronization with each other, you risk retrieving erroneous information and
you risk unpredictable results throughout Oracle Applications.
When you use Oracle Applications to modify your data, Oracle Applications
automatically checks that your changes are valid. Oracle Applications also keeps track of
who changes information. If you enter information into database tables using database
tools, you may store invalid information. You also lose the ability to track who has
changed your information because SQL*Plus and other database tools do not keep a
record of changes.

xix
 1
Introduction

This chapter covers the following topics:

• Oracle E-Business Suite Overview
• Oracle Common Application Components Overview

Oracle E-Business Suite Overview

The Oracle E-Business Suite is a comprehensive Web-based answer for
business-to-business (B2B) and business-to-consumer (B2C) selling, marketing, and
servicing through the Internet. The Oracle E-Business Suite consists of front-office
Customer Relationship Management (CRM) applications and back-office
Enterprise Resource Planning (ERP) applications. These applications automate
marketing, sales, contracts, service, manufacturing, and supply chain processes as well
as financial operations, project management, human resources operations, and business
intelligence systems.
The Oracle E-Business Suite sits on a multi-layer platform which includes:
• Oracle 9i Database
• Oracle 9i Application Server
• Common Services and Components
• Oracle Internet Business Intelligence

Oracle 9i Database
All applications reside on the Oracle9i Database. The Oracle database drives
enterprise E-Business applications, online transaction processing applications
(OLTP), query-intensive data warehouses, and high capacity Web sites. Because the
Oracle database is available on many different platforms, applications can scale from
handheld to laptop to desktop to enterprise providing consistent information over
multiple channels.

Oracle 9i Application Server

The Oracle 9i Application Server (Oracle 9iAS) is a middle-tier server which
independently delivers the technology needed to build Web sites and applications, create
personalized portals, extract business intelligence, and manage a secure Web site
infrastructure.

Introduction 1-1
Common Services and Components
All the applications can leverage the common infrastructure and services
components. Functionality includes Oracle Forms, Oracle Reports, Oracle Application
Object Library (AOL), the Oracle JDeveloper and Oracle Discoverer development
tools, the coding and UI standards, and other functionality used by the applications.
For example, you can extend the applications according to your business needs using
flexfields. You can create and assign responsibilities using the system administrator
responsibility. Also, you can use Oracle Workflow to configure background processes
and set up notifications so that all the appropriate managers and groups are notified.

Oracle Internet Business Intelligence

Above the E-Business Suite sits the Internet Business Intelligence application. This
application integrate data from all of the E-Business Suite applications to provide key
performance measurements, operating alerts, and management reports to every decision
maker across the enterprise.

The Applications in the E-Business Suite

Customers can seamlessly share data from front-end applications (CRM) to backend
applications (ERP). The CRM applications include:
• the Marketing suite
• the Sales suite
• the Contracts suite
• the Service suite
• the eCommerce suite
The ERP applications include:
• Oracle Order Management
• Oracle Supply Chain Planning
• Oracle Manufacturing
• Oracle Financials
• Oracle Human Resources Management System

Customer Relation Management (CRM)

Companies use Oracle’s CRM suite of applications to acquire, maintain, and enhance
customer relationships, by assisting companies with marketing automation, sales
force automation, contracts management, customer service and support, and business
intelligence, in a multi-channel environment.
• The Marketing suite provides campaign planning and execution, budget
management, list creation, reporting and analysis tools. Marketing professionals use
the Oracle Marketing applications to drive quality leads to sales, to expand reach
and to maximize marketing effectiveness by using a comprehensive set of marketing
automation, analysis and multi-channel execution capabilities. The Marketing suite
offers seamless integration with sales, service and operations.

1-2 Oracle Common Application Components Implementation Guide

 • The Sales suite provides integrated tools for all those who are involved in the
sales process, including field salespeople, telesales agents, distributors and
resellers, customers purchasing over the Internet and sales executives.
Armed with up-to-the minute information regarding customers, leads and
opportunities, as well as forecasts and compensation plans and projections, managers
can proactively and effectively manage a sales force while providing the sales people
with the information needed to close sales. Using this information, the field sales
force, telesales teams, resellers, and Web storefronts can collaborate in closing more
business together as one sales team.
• The Contracts suite enables authoring, executing and managing contracts, warranties
and extended warranties which provides visibility to contract entitlements
and proactively acting upon contractual commitments. Whether a buyer or a
seller, issuing contracts or receiving them, the Contracts suite automates the full
contract life cycle.
• The Service suite manages service activities with the goals of profitability, employee
productivity and complete customer satisfaction by addressing all service
and support activities from initial contact with the customer through issue
resolution. Automating service efforts can potentially transform an area that has
historically proven to be a cost center into a revenue generator.
This suite of applications provides customer support, field service and depot repair
functionality. In addition, Oracle Services offers complete visibility into spare parts
availability, logistics, service billing and customer contract entitlements. Oracle
Customer Care provides full access to customer information from each touch point
in the enterprise and to each customer care agent or other employees who interact
with the customer. All of the Service products can be deployed across Web, call
center and mobile field channels.
• The eCommerce suite of products aids in establishing profitable long-term
relationships with customers through one-to-one marketing and personalized
shopping experiences as well as proactive support and self-service
capabilities. Oracle eCommerce synchronizes all customer interactions and
transactions by integrating Web-based channels with traditional channels.

Enterprise Resource Planning (ERP)

Companies use the ERP applications to control their back-office operations. For example:
• Oracle Order Management applications feature advanced configurator
functionality, global available to promise, flexible pricing support, efficient
delivery, high volume transactions and flexibility to adapt to changing business
conditions.
• Oracle Supply Chain Planning applications provide the tools required to optimize
flow of material, cash, and information across the extended supply chain.
• Oracle Manufacturing applications support all styles of manufacturing
- engineer-to-order, discrete, process, flow, lot based, and project based
manufacturing.
• Oracle Financials provide solutions for strategic planning, accounting, treasury,
project management, and travel management.
• Oracle Human Resources Management System is a comprehensive solution for
managing a company’s human resources, allowing organizations to attract, retain
and develop critical skills and knowledge on a global basis.

Introduction 1-3
Common Application Architecture
The Common Application Architecture includes functionality that supports both
CRM and ERP applications. For example, TCA, Oracle’s Trading Community
Architecture, consists of a database schema and Application Programming Interfaces
(APIs) where you can model the complex relationships that occur within a business
community and enter that data consistently throughout the enterprise. Because the
model is not hierarchical, Oracle applications can model complex B2B2C relationships
and not to be limited to either a B2B or B2C implementation. TCA delivers a 360-degree
view of the customer.

Oracle Common Application Components

Oracle Common Application Components is:
• A common infrastructure upon which the CRM applications are built
• A set of application components that can be used by all of the CRM applications
Oracle CRM Foundation divides into the Oracle Common Application components
and the Technical Foundation components.
The key to the CRM products is that they are architected, designed, and built as an
integrated suite of applications using the Oracle Common Application components. This
layered architecture approach ensures that all CRM applications can interact with key
business objects in a consistent manner.
Oracle Common Application Components provide standard APIs for accessing and
manipulating business objects such as Customers, Resources, and Tasks.
The Oracle Common Application Components business APIs facilitate the integration
of the CRM suite in heterogeneous Information Technology environments where
integration with legacy or third party applications is essential.

Oracle Common Application Components Overview

Oracle Common Application Components’s purpose is to provide the CRM suite with a
robust architecture, a stable and performing technology stack, and reusable application
components.
The following Oracle Common Application Components include:
• Oracle Common Application Calendar, page 1-5
• Notes, page 1-5
• Development Tools, page 1-5
• Assignment Manager, page 1-5
• Task Manager, page 1-5
• Calendar (HTML and Forms-based), page 1-5
• Escalation Manager, page 1-5
• Business Rule Monitor, page 1-6

1-4 Oracle Common Application Components Implementation Guide

Oracle Common Application Calendar
With recent expansion, Oracle Common Application Calendar including the Tasks, Notes
and Calendar modules that are developed based on the Oracle Applications Self-Service
Framework, the standard HTML development and deployment platform for Oracle
Self–Service Applications, provides another set of HTML user interfaces (UIs) for
integrated applications to uptake the essential calendar, tasks, and notes features while
re-building their functions. Use Oracle Common Application Calendar to view scheduled
appointments in personal calendar, create a single or repeating appointment, create tasks
for a source object, and attach notes to an appointment or a contextual task.

Notes
The entire Oracle e-Business Suite uses the Notes infrastructure to create, maintain, and
share notes related to customers, opportunities, service requests, and other business
objects through the Notes in Forms and HTML user interfaces.

Development Tools
Oracle Common Application Components include several user interface components
that can be embedded in an Oracle form and used by the other CRM modules. These
components are referred to as development or infrastructure tools. They are:
• Gantt chart, a graphical tool that typically uses a bar chart to show the start date, end
date and duration of tasks within the project
• Spreadtable, an object that contains rows, columns, and column headers set in a grid

Assignment Manager
The Assignment engine determines the best resource to be assigned to tasks based
on availability and skill set. This engine is used by the various CRM modules to
automatically assign tasks to a resource or a group of people.

Task Manager
This is the universal model, which is used by the entire Oracle e-Business Suite. Tasks are
created and assigned to groups or individuals and are created and shared across Oracle
e-Business Suite through the Forms-based and HTML Tasks.

Calendar
There are two Calendars.
• The Forms-based Calendar is a scheduling tool used to define and view available
times for a resource or a group of resources. Other CRM modules use the Calendar
functionality to schedule resources.
• Employees use the HTML-based Calendar as a personal productivity tool to
effectively manage daily activities, appointments, and tasks.

Escalation Manager
You can manage situations either by creating an escalation document, assigning an
escalation owner, or defining the necessary actions needed to resolve the escalation
through the Escalation Manager interface. This module is used extensively by the service
applications to ensure that Service Level Agreements are met.

Introduction 1-5
Business Rule Monitor
You can proactively manage escalations using the Business Rule Monitor which are
based on your business logic and needs. It consists of:
• The Business Rule Workbench: this is used to define a business rule
• The Business Rule Monitor: this is the engine that monitors documents over time
against the user-defined business rules.

1-6 Oracle Common Application Components Implementation Guide

 2
Before You Begin

This chapter covers the following topics:

• Related Documentation
• Installation Verification
• Application Procedures
• Oracle Common Application Components Dependencies

Related Documentation
This chapter provides an overview of what you need to have installed, implemented, and
verified before implementing the Oracle Common Application Components. You may
also want to consult the following documentation:
• Installing Oracle Applications, Release 11i
• Implementing e-Business Suite Applications
• Oracle Common Application Components User’s Guide
• Oracle Common Application Components Technical Reference Manual

Installation Verication
Before attempting to run e-Business Suite applications, first verify that you can perform
the tasks outlined in the following table. The listed tasks are generic tasks that are typical
of all users of the Oracle E-Business Suite. Depending on your business processes, and
the modules that you are installing, not every listed task is applicable to your installation.
The following table describes the non Common Application Components tasks that need
to be performed, and which Common Application Components require the completion
of the task before implementation.

Before You Begin 2-1

 Table 2-1 Application Dependency Checklist
Application Task Common Application
Components

Application Object Library 1. Create an FND user, page • Resource Manager

2-3
• Notes
2. Assign AOL responsibility
to the user, page 2-4 • Spreadtable

3. Set profile option, page 2-4 • Gantt

• Assignment Manager

• Task Manager

• HTML-based Calendar

• Forms-based Calendar

• Escalation Manager

• Business Rule Monitor

Oracle Human Resources Create an employee, page 2-5 Resource Manager

Oracle Human Resources Create a new business unit, Resource Manager

page 2-6

Oracle Receivables 1. Create a customer, page Resource Manager

2-7

2. Create a new organization,

page 2-8

Oracle Workflow Create a workflow with • Resource Manager

notifications, page 2-9
• Task Manager

• HTML Calendar

• Notes

• Business Rule Monitor

• Escalation Manager

Oracle Inventory 1. Define categories, page • Resource Manager

2-10
• Task Manager
2. Define products and
platforms, page 2-12 • Assignment Manager

3. Define unit of measure,

page 2-12

4. Define unit of measure

classes, page 2-12

Oracle Purchasing Create a supplier contact, page Resource Manager

2-13

2-2 Oracle Common Application Components Implementation Guide

 Application Task Common Application
Components

Oracle Order Management Define sales credit types, page Resource Manager
2-14

Oracle General Ledger Set up descriptive accounting Resource Manager

flexfields, page 2-15

Application Procedures
You must be able to complete each of the following non-e-Business Suite tasks
successfully for your e-Business Suite applications to work properly. If you are unable to
complete a task successfully, then correct the problem before continuing.

Creating an FND User

Perform the following steps to create a FND user in the Application Object Library.

Reference
Oracle Applications System Administrator’s Guide, See Chapter 2, Managing Oracle
Applications Security

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to Security > User > Define.

Steps
1. In the User window, enter a new user name in the User Name field.
2. Enter a password in the Password field.
3. Re-enter the password for verification.
4. Select the employee’s name from the list of Values (LOV) in the Person Field.
5. In the Responsibilities sub-tab, select the CRM HTML Administration responsibility
from the drop-down list of values.
6. Save the new user.
To verify that the user setup is successful, perform the following steps:
1. Login to your Personal Home Page as the newly created user.
2. Enter your new password when prompted.
You should now be able to access the Personal Home Page for this user.
Note: For this user to have access to HTML applications, you must
set additional profile options as detailed in the Implementing Oracle
Common Application Components manual.

Before You Begin 2-3

Assigning AOL Responsibilities to the User
A responsibility defines an application user’s current privileges while working with
Oracle Applications. When an application user signs on, they select a responsibility
that grants certain privileges, specifically:
• The functions that the user may access. Functions are determined by the menu
assigned to the responsibility.
• The concurrent programs, such as reports, that the user may run.
• The application database accounts to which forms, concurrent programs, and reports
connect.
You cannot delete a responsibility because this information helps to provide an audit
trail. You can deactivate a user’s responsibility at any time by setting the End Date to the
current date. If you wish to reactivate the responsibility for the user, change the End
Date to a date after the current date, or clear the End Date.
After creating the FND User, perform the following steps to assign the user AOL
responsibilities.

Reference
Managing People Using Oracle HRMS (US), See Chapter 1, Employee Management

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to Security > User > Define.

Steps
1. With the user information populated in the window, select the Responsibility field in
the Responsibilities tab.
2. Select the necessary responsibility from the List of Values (LOV).
3. Define the Effective dates.
4. Save your work.

Setting Prole Options

A user profile is a set of changeable options that affect the way your application looks
and behaves. As System Administrator, you control how Oracle Applications operate by
setting user profile options to the values you want. You can set user profile options at
four different levels: site, application, responsibility, and user.
After creating the FND User, perform the following steps to set profile options.

Reference
Managing People Using Oracle HRMS (US), See Chapter 1, Employee Management

2-4 Oracle Common Application Components Implementation Guide

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to Security >Profile > System.

Steps
1. In the Find System Profile Values window, select an appropriate check box for the
profile option that you want to set before clicking Find.
The System Profile Values window opens with the profile option you searched for.
2. Set an appropriate value for your profile option if the checkbox is selected:
1. Set the Site value. This field displays the current value, if set, for all users at the
installation site.
2. Set the Application value. This field displays the current value, if set, for all
users working under responsibilities owned by the application identified in
the Find Profile Values block.
3. Set the Responsibility value. This field displays the current value, if set, for all
users working under the responsibility identified in the Find Profile Values block.
4. Set the User value. This field displays the current value, if set, for the application
user identified in the Find Profile Values block.
You should set site-level default values for any required options after installation
of an application. If you do not assign a particular profile option at any of the
four levels, that option does not have a default value and may cause errors when
you use forms, run reports, or run concurrent requests.
3. Save your work.

Creating an Employee
To successfully run most of the e-Business Suite products, you must first create
employee resources within the ERP Human Resource Management System (HRMS)
application. Perform the following steps to define an employee for minimal functionality.
Note: If Oracle HRMS is not installed, then you must enter a new
employee using the Enter Person form by navigating to Resource
Manager > Maintain Employee > Employee.

Reference
Managing People Using Oracle HRMS (US), See Chapter 1, Employee Management

Prerequisites
None

Responsibility
US HRMS Manager or US Super HRMS Manager

Before You Begin 2-5

Navigation
Navigate to People > Enter and Maintain.

Steps
1. Click New In the find window.
The People window opens.
2. Enter the following employee information in the appropriate form fields:
• Last Name
• First Name
• Title
3. Select the person’s gender from the drop-down list.
4. Select Employee from the type drop-down list.
5. Enter the person’s social security number.
6. Save you work.

Creating a New Business Unit

A Business Group is a special class of organization. Every Business Group can have its
own set of default values, with its own internal organizations, grades, jobs, positions,
payrolls, employees, applicants, compensations and benefits.
Organizations are the basic work structure of any enterprise. They usually represent
the functional, management, or reporting groups which exist within a Business
Group. Perform the following steps to create a new business unit.

Reference
Oracle Applications System Administrator’s Guide, See Chapter 2, Managing Oracle
Applications Security

Prerequisites
None

Responsibility
US HRMS Manager or US Super HRMS Manager

Navigation
Navigate to Work Structures > Organization > Description.

Steps
1. Click New in the Find Organization window.
2. Enter the name for the Organization
3. Select Business Unit from the list of values (LOV) in the Type field.
The current date populates the From Date field.
4. Enter the Organization location details from the LOV.
5. Save your work.

2-6 Oracle Common Application Components Implementation Guide

 6. In the Organization Classification region, select the classification from the LOV.
7. Select the Enabled check box.
8. Save your work.
9. Click Others for additional information on the classification you selected.
10. Save your work.

Creating a Customer
Perform the following steps to create a new customer, with an address and contact
information in the Oracle ERP Accounts Receivables application.

Reference
Oracle Receivables User’s Guide, See Chapter 3, Customers

Prerequisites
None

Responsibility
Receivables Manager

Navigation
Navigate to Customers > Standard.

Steps
1. In the Find/Enter Customers window, select Person from the Customer Type
drop-down list.
2. Enter the name of the customer in the Name column.
3. Click Find to ascertain if the customer already exists.
As this customer does not exist, the New button is enabled in the Decisions window.
4. Click New.
The Customer-Standard window opens.
5. On the Address tab, click New to create a new address.
The Customer Addresses window opens.
6. Fill in the necessary information. Yellow fields are mandatory.
7. On the Business Purpose tab, fill in the Usage, Location and select the Primary check
box. For example:
• Usage: Marketing
• Location: 6op9
• Primary: Yes
8. On the Contacts: Telephones tab, enter a new contact and phone number.
9. Save your work.

Before You Begin 2-7

Verify Your Information
To verify that the process worked properly, perform the following steps.
1. Open the Customer-Standard window again.
2. Enter the company name you entered above.
3. Click Find to query for the record you created in the Match Results window.
4. If the record is found, click the Contacts: Telephone tab.
5. Place the cursor in the Last Name field.
6. From the menu, navigate to View > Query by Example > Enter.
7. Enter the contacts last name as the search criteria.
8. Select View > Query by Example > Run.
If the record for your contact name is populated, then you have successfully created
a customer with an address and a contact person for the customer.

Creating a New Organization

Perform the following steps to create a new organization, with an address and contact
information in the Oracle ERP Accounts Receivables application.

Reference
Oracle Receivables User’s Guide, See Chapter 3, Customers

Prerequisites
None

Responsibility
Receivables Manager

Navigation
Navigate to Customers > Standards.

Steps
1. In the Find/Enter Customer window, select Organization from the Customer Type
drop-down list.
2. Enter the name of a test corporation in the Name field.
3. Click Find to ascertain if the customer already exists.
As this customer does not exist, the New button is enabled.
4. Click New.
The Customer-Standard window opens.
5. On the Address tab, click New to create a new address.
The Customer Addresses window opens displaying the same business purpose
table as on the first tab.
6. Fill in the necessary information. Yellow fields are mandatory.

2-8 Oracle Common Application Components Implementation Guide

 7. On the Business Purpose tab, fill in the Usage, Location and select the Primary check
box. For example:
• Usage: Marketing
• Location: 6op9
• Primary: Yes
8. On the Contacts: Telephones sub-tab, enter a new contact and phone number.
9. Save your work.

Creating a Workow With Notications

Perform the following steps to create and run a workflow with notifications.

Reference
Oracle Workflow Developer’s Guide, See Chapter 3, Defining a Workflow Process and
Chapter 4, Defining Workflow Process Components

Prerequisites
None

Responsibility
Workflow Administrator

Navigation
Navigate to Workflow > Launch Processes.

Steps
1. In the Launch Processes window, In the Item Type column, click Document
Management. If you have renamed the item types, this option appears in the
Internal Name column as WFDM.
The Initiate Workflow-WFDM page opens.
2. Enter values in the following fields:
• Item Key: Enter your name plus a sequence number (for example, jdoe1001)
• User Key: You may copy the value in the Item Key field
• Process Name: Enter Document Review
• Process Owner: Your logged in user name populates automatically
• Send Document: Leave blank
• Document Owner: Select a valid resource name
• Document Reviewer: Choose one from the list of values
• Comments: Enter Workflow Verification
• Response Document: Leave blank
3. Click OK.
The Activities List page opens to show workflow statuses. The status of the
workflow you just initiated should be Active.

Before You Begin 2-9

 4. If the status of the workflow is Error, click Exception in the Result column to see an
explanation of the error.
5. Click View Diagram to see a graphical representation of the workflow process.
Leave the View Diagram window open as you continue to check the workflow.
6. Save your work.

To Review the Progress of a Workow

Use the following procedure to verify that the Workflow notification is sent.

Steps
1. Login to your Personal Home Page.
2. In the list of Self Service Apps, choose the Workflow User Web Application
responsibility.
3. In the Navigator, choose Workflow >Find Notifications.
The Find Notifications page opens.
4. In the Type field, enter Document Management. In the To field, enter the document
reviewer.
5. Click Find.
The Worklist window opens.
6. Click Subject to open the notification.
If you see the notification, then workflow is set up correctly.
7. Click Approve to return to the Worklist window.

Further Verication
You may go back to the View Diagram window that you opened earlier. Click Reload
in the browser window to refresh the contents of the window. After the workflow
process completes successfully, you can see a green line from the Start icon to the End
(Approve) icon.

Dening Categories
You can use categories and category sets to group items for various reports and
programs. Perform the following steps to define categories.
Note: Category sets may be used as a means to develop custom lists of
items on which to report and sort. You can also create other category
sets such as John’s Priority or Jane’s Priority, with categories like
high, medium, and low.

Reference
Oracle Inventory User’s Guide, See Chapter 4, Item Setup and Control

Prerequisites
The categories you assign to a category set must have the same flexfield structure as the
set itself. This is true even if you choose not to validate the category list.

2-10 Oracle Common Application Components Implementation Guide

Responsibility
Inventory

Navigation
Navigate to Setup > Items > Categories > Category Sets.

Steps
1. Select the appropriate organization name in the Organization window, if necessary.
2. In the Category Sets window, enter a unique category set name and description
information.
3. Enter a flexfield structure.
4. Select a control level.
• Master Level: Item assigned to this category set has the same category value in
all organizations where it is assigned.
• Org Level: Item assigned to this category set may have a different category value
in each organization where it is assigned.
5. Select a default category.
This is the default category used when assigning an item to the category set. For
example, a category set may have a default category called New. After an item is
assigned to New, you can override the default category and choose another relevant
category for each item.
6. Decide whether or not an item can be assigned to multiple categories within this
category set.
• Enable: You can assign an item to multiple categories within a category set. For
example, you may define a Hazard category set. In this case, an item may be
assigned to both the Poison and Corrosive categories.
• Not Enable: You can assign an item to exactly one category. For example, you
may define a Web Display category set. In this case, an item can be assigned
to only one default display category.
7. Decide whether or not to enforce the list of valid categories.
• Enable: You can assign an item only to those categories defined as valid
categories for this category set. For Oracle Purchasing, this check box is not
applicable, and you can assign items only to categories defined as valid for this
category set.
• Not Enable: You can assign an item to any defined category that uses the same
flexfield structure as this category set.
8. Select a list of valid categories.
The list of values here includes only categories that use the same flexfield structure
as the category set you are defining.
9. Save your work.

Before You Begin 2-11

Dening Products and Platforms
You define and rate products and platforms in Oracle Inventory in order to set resource
skill levels in the HTML Resource Manager. See the Oracle Inventory User’s Guide, See
Chapter 5, Items for more information on how to define products and platforms.

Reference
Oracle Inventory User’s Guide, See Chapter 5, Items

Dening Unit of Measure Classes

Perform the following steps to define a unit of measure class.

Reference
Oracle Inventory User’s Guide, See Chapter 3 Units of Measure

Prerequisites
None

Responsibility
Inventory

Navigation
Navigate to Setup > Units of Measure > Classes.

Steps
1. In the Units of Measure Classes window, select File > New.
2. Enter a unique name for the unit of measure class.
3. Enter a description for the UOM class.
4. Define the base unit of measure for this class.
5. Enter a unique abbreviation for the unit of measure with a maximum length of three
characters. Examples include, EA for each or HRS for hours.
6. Select the "inactive on" date from the date picker.
7. Save your work.

Dening Units of Measure

Units of measure are used by a variety of functions and transactions to express the
quantity of items. The values defined in the Units of Measure window provide the list of
values available in unit of measure fields in other windows. Units of measure are not
organization–specific. Perform the following steps to define units of measure.

Reference
Oracle Inventory User’s Guide, See Chapter 3 Units of Measure

Prerequisites
At least one unit of measure class must exist.

2-12 Oracle Common Application Components Implementation Guide

Responsibility
Inventory

Navigation
Navigate to Setup > Units of Measure > Units of Measure.

Steps
1. With the Units of Measure window open, select File > New.
2. Enter a unique name for the unit of measure.
3. Enter a unique abbreviation for the unit of measure with a maximum length of three
characters. Examples include, EA for each or HRS for hours.
4. Enter a Description for the UOM.
5. Select the check box if this is the base unit of measure for the unit of measure class.
6. Enter a unit of measure class.
7. Select an "inactive on" date from the date picker.
8. Save your work.

Creating a Supplier Contact

Set up suppliers in the Suppliers window to record information about individuals
and organizations from whom you purchase goods and services. You can also enter
employees whom you reimburse for expense reports. When you enter a supplier
that does business from multiple locations, you store supplier information only
once, and enter supplier sites for each location. You can designate supplier sites as pay
sites, purchasing sites, RFQ only sites, or procurement card sites. For example, for a
single supplier, you can buy from several different sites and send payments to several
different sites. Most supplier information automatically defaults to all supplier sites to
facilitate supplier site entry. However, you can override these defaults and have unique
information for each site.
The system uses information you enter for suppliers and supplier sites to enter default
values when you later enter transactions for a supplier site. Most information you
enter in the Suppliers window is used only to enter defaults in the Supplier Sites
window. When the system enters that information in a later transaction, it only uses
supplier site information as a default, even if the supplier site value is null and the
supplier has a value. If you update information at the supplier level, existing supplier
sites are not updated.
When you enter a supplier, you can also record information for your own reference, such
as names of contacts or the customer number your supplier has assigned to you. Perform
the following steps to create a supplier contact.

Reference
Oracle Public Sector Purchasing User’s Guide, Chapter 5, Supply Base Management

Prerequisites
• Verify that the supplier does not exist in the system. Use the Suppliers Report and
Supplier Audit Report.

Before You Begin 2-13

 • Define the following lookups in the Oracle Purchasing Lookups window: Pay
Group, Supplier Type, Minority Group.
• Define Supplier Types in the Oracle Payables Lookups window.
• If you have installed Purchasing, complete Purchasing setup.
• If you use Oracle Purchasing, define Supplier Types in the Oracle Payables Lookups
window.
• If you use Oracle Purchasing, define FOB codes, Minority Groups, and Freight Terms
codes in the Oracle Purchasing Lookups window.
• If you use Oracle Purchasing, define Ship Via codes in the Defining Freight Carriers
window.

Responsibility
Purchasing

Navigation
Navigate to Supply Base > Suppliers.

Steps
1. In the Suppliers window, enter a unique Supplier Name.
2. If the Supplier Number Entry option in the Financials Options window is set to
Automatic, Payables automatically enters a Supplier Number for you. If this option
is set to Manual, you must enter a unique Supplier Number.
3. (Optional) Enter the supplier’s tax identification number in the Taxpayer ID field; for
example, an individual’s social security number, or a corporation or partnership’s
federal identification number/federal tax ID.
4. (Optional) Enter the value-added tax (VAT) registration number in the Tax
Registration Number field if you are entering a VAT supplier.
If you want to prevent invoice or purchase order entry for this supplier after a certain
date, then enter the date in the Inactive On field.
5. Enter supplier information in the appropriate tabs of the Suppliers window.
6. In the Suppliers window, choose the Sites button to navigate to the Supplier Sites
window. Enter at least one supplier site name and address.
7. Save your work.

Dening Sales Credit Types

Order Management uses sales credit types to determine if the sales credit for an order is
a quota or non-quota amount. Perform the following steps to define sales credit types.

Reference
Oracle Order Management User’s Guide, See Chapter 1, Setting up

Prerequisites
None

2-14 Oracle Common Application Components Implementation Guide

Responsibility
Order Management Super User

Navigation
Navigate to Setup > Sales > Credit Types.

Steps
1. Navigate to the Sales Credit Types window.
2. In the Sales Credit Type window, enter the Credit Type Name and Description for
the credit type.
3. Select the Quota check box if the sales credit type applies to revenue quota sales
credit that you assign to salespeople.
4. Select the Enabled check box to activate the sales credit type.
5. Save your work.

Setting Up Accounting Flexelds

Use descriptive flexfields to tailor General Ledger to fit your unique information
needs. For example, you may want to collect additional information on budget
organizations, such as the manager and the size of the organization. You can even define
context–sensitive flexfields that prompt you for additional information based on your
previous entries. Perform the following steps to set up accounting flexfields.
Note: You only need to set up accounting flexfields if you are using
the Freight, Revenue, or Receivables Account fields, in the Resource
Manager Receivables tab.

Reference
Oracle General Ledger User’s Guide, Chapter 9, Setup

Prerequisites
Use the Value Sets window to define any value sets you need.

Responsibility
General Ledger Super User

Navigation
Navigate to Setup > Financials > Flexfields > Descriptive > Segments.

Steps
Consult the following manuals for more information:
• Oracle General Ledger User Guide
• Oracle Applications Flexfields Guide

Oracle Common Application Components Dependencies

Oracle Common Application Components integrates with other Oracle applications
in the e-Business Suite to provide and extend its functionality. Some are mandatory

Before You Begin 2-15

 and some are optional. You must set up the mandatory modules before the Common
Application Components can run. Setting up the optional modules is not required;
however, if they are not set up, then the additional functionality provided by these
modules is not available.
Many of these modules are included in your general installation. The following list of
modules or applications is included with your installation but if you have not licensed
the entire suite, you will only have access to the functionalities and tables. In other
words, you will not be able to access the user interface (UI) or APIs for the application.
Note: The exception to the previous paragraph is that some UIs are
shared. An example of this is in Oracle HRMS which will "share" some
of it’s Forms if you do not have HRMS set up.

For information on Oracle E-business Suite Release 11i system requirements and
dependencies, consult the Oracle Applications Installing Oracle Applications Release 11i
manual.

Mandatory Dependencies by Module

Notes
• Oracle Application Object Library (AOL): Notes uses AOL to set necessary profile
options and uses the AOL lookups window to create new note types. (Required)

Assignment Manager
• Oracle Application Object Library (AOL): Assignment Manager uses AOL to set
application profile options that are used in various modules.
• TCF Server: It must be running and correctly configured to connect to Scheduler
and for Gantt charts to display information and render properly.
• Territory Manager: Assignment Manager uses Territory Manager to retrieve
qualified resources identified in a territory. (Optional)
• Forms-based Calendar: It is used to provide the availability of qualified
resources. The Forms-based Calendar provides the work shift information for
a resource. (Optional)
• Oracle Contracts: Assignment Manager uses Oracle Contracts to retrieve preferred
engineers defined in Contract. (Optional)
• Installed Base: Assignment Manager uses Installed Based to retrieve preferred
engineers defined in Installed Base. (Optional)

Task Manager
• Oracle Application Object Library (AOL): Task Manager uses AOL to manage
responsibilities and profile options that are used in various modules. (Required)
• TCA: Task Manager uses TCA to locate the customer contact information when
creating a task. (Required)
• Oracle Workflow: Task Manager uses Oracle Workflow to send workflow
notifications in order to notify personnel about task creation and changes. (Required)
• Notes: Task Manager uses Notes to create notes attached to a task. (Optional)

2-16 Oracle Common Application Components Implementation Guide

 • Resource Manager: Task Manager queries Resource Manager to determine the
owner and assignee of a resource. (Required)
• Assignment Manager: Task Manager uses Assignment Manager to assign qualified
resources to a task. (Optional)
• Escalation Manager: Task Manager uses Escalation Manager to escalate a task.
(Optional)

Calendar (HTML-based)
• Oracle Application Object Library (AOL): HTML Calendar uses AOL to create FND
users (for example, to create a calendar workflow administrator) with appropriate
responsibilities, as well as set necessary profile options. (Required)
• HTML Tech Stack: Set up properties in Oracle HTML Stack for debug logging
trails and cookie encryption. You also specify default roles and responsibilities for
users in this module. (Required)
• Resource Manager: HTML-based Calendar queries the Resource Manager tables so
that individual resources can make and be invited to appointments. (Required)
• Tasks: HTML-based Calendar uses the HTML-based Tasks to create repeating
appointments. (Required)
• Notes: HTML-based Calendar uses the HTML-based Notes to create a note and
attach it to an appointment. (Required)

Calendar (Forms-based)
• Oracle Application Object Library (AOL): The Forms-based Calendar module uses
AOL to manage responsibilities that are used in various modules. (Required)
• Task Manager: The Forms-based Calendar module uses Task Manager to create
Todo Lists (tasks). (Required)
• Resource Manager: The Forms-based Calendar module uses Resource Manager to
assign resources to a calendar. (Required

Escalation Manager
• Oracle Application Object Library (AOL): Escalation Manager uses AOL to set
necessary profile options that are used in various modules. (Required)
• Oracle Workflow: Escalation Manager uses Oracle Workflow to send workflow
notifications to relevant resources when an escalation document is created or
updated. (Required)
• Service Request: Service requests can be manually escalated through Escalation
Manager if necessary. (Optional)
• Oracle Quality Online (OQO): Defects created in the OQO (formerly known as the
Defect Management System) can be manually escalated through Escalation Manager
if necessary. (Optional)
• Assignment Manager: Escalation Manager queries the escalation territory defined
in Territory Manager through the Assignment Manager UI to determine the owner
of an escalation. (Optional)
• Task Manager: Forms-based Task Manager is used to attach additional tasks to an
escalation document. Tasks created in the Forms version can be manually escalated
through Escalation Manager if necessary. (Optional)

Before You Begin 2-17

 • Notes: The Forms-based Notes module is used to attach additional notes information
to an escalation document. (Optional)

Business Rule Monitor

• Oracle Application Object Library (AOL): The Business Rule Monitor uses AOL
to set necessary profile options that are used in various modules and to create the
BRM Workflow Administrator. (Required)
• Oracle Workflow: It is used by the seeded workflow processes to send out
workflow notifications to relevant document owners. (Required)
• Service Request: Service Requests can be monitored and escalated based on your
defined business rules. (Optional)
• Oracle Quality Online (OQO): Defects created in the OQO (formerly known as the
Defect Management System) can be automatically escalated when a business rule
is violated. (Optional)
• Escalation Manager: It is used by the seeded workflow processes to create an
escalated document when a business rule is violated. (Required)
• Territory Manager: It is used to retrieve qualified resources identified in the
escalation territories if the identity of a person who receives notifications defined in
the Workflow Attributes window cannot be determined. (Optional)
• Task Manager: It is used by the seeded workflow processes to create an automated
escalation task. This is generated through the seeded Automated Escalation
Template Group for Task Manager (Service Request or Oracle Quality Online)
defined in the Forms-based Task Manager. Tasks created in the Forms version can
also be automatically escalated when a business rule is violated. (Optional)

2-18 Oracle Common Application Components Implementation Guide

 3
Resource Manager Implementation Overview

This chapter covers the following topics:

• Overview
• Phase I: Setting Up Resource Manager
• Phase II: Managing Resources with Resource Manager

Overview
Resource Manager is used with other applications in the e-Business suite
to define, access, and maintain different categories of resources including
employees, supplier contacts, parties, and partners. You can also define a Resource of
type Other that is not a salesperson, but an individual or an object. Resource Manager
enables you to perform these functions in a single application without having to access
multiple repositories within the e-Business suite on an individual basis. Implementing
Resource Manager takes place in two phases. In the first phase, you set up Resource
Manager by importing resources from other e-Business applications, optionally defining
roles and role types, setting profile options, configuring resource fields for update, and
defining skill levels. In the second phase, you manage resources by finding and
viewing resources, assigning roles and role types to resources, creating groups and
teams to which resources can be assigned, and viewing resource reports. In addition
to successfully completing these phases, you can troubleshoot any problems with
Resource Manager as required. Before implementing Resource Manager, it is necessary
to understand the definition of resources, how Resource Manager operates with other
e-Business suite applications, and the functionality of both the Forms-based and HTML
versions of the product.

Resources
Resources are individuals or objects that are identified by categories based on the business
function they perform. These categories include employees, parties, partners, and
supplier contacts each of which is initially created and maintained in a specific e-Business
application database. They also include resource of type other that can be objects such as
items, assets, equipment, or property such as meals, audio/visual equipment, overhead
projectors, and furniture. Resource Manager typically mass imports different types of
resources from the following e-Business application databases:

Resource Manager Implementation Overview 3-1

 E-Business Suite Application Resources
Resource Description E-Business Application

Employee A person hired to work for a Human Resource Management

company. System (HRMS)

Party An entity that can enter into a Trading Community

business relationship. Architecture (TCA)

Partner One of two or more people who TCA

contribute capital to establish
or maintain a commercial
venture and who usually share
in the risks and profits.

Supplier Contact The contact information for a Purchasing (PO)

person or agency that sells raw
material or goods.

Other Objects such as items, assets, Oracle Property Manager

equipment, or property.
Examples include but are not
limited to meals, audio/visual
equipment, and furniture.

Resource Manager Functionality within the E-Business Suite

Resource Manager imports data from the HRMS, TCA, and PO databases and provides
the resulting resource information to other e-Business applications. Figure 3-1 illustrates
Resource Manager interactions within e-Business and core applications. This diagram is
explained in the table that follows.

3-2 Oracle Common Application Components Implementation Guide

Interaction with Other E-Business and Core Applications

The following table describes Resource Manager Interactions with other e-Business
Suite applications:

Interaction with Other E-Business and Core Applications

Application Type Resource Manager
Interaction

Partners Online e-Business Partners Online uses Resource

Manager to setup partners,
parties, and relationships from
TCA.

Contracts e-Business Contracts uses Resource

Manager to tie contracts to
employees. For example, a
service contract may be tied
to one or more preferred
engineers.

Resource Manager Implementation Overview 3-3

 Application Type Resource Manager
Interaction

Telesales e-Business Telesales uses Resource

Manager to set up a sales
hierarchy.

Receivables e-Business Salesreps defined in Resource

Manager are used by
Receivables.

Marketing e-Business Marketing uses Resource

Manager to set up marketing
groups, identify approvers, and
execute marketing campaigns.

Service e-Business Service uses group and team

lists of resources from Resource
Manager for service request
assignments.

iSupport e-Business iSupport uses Resource

Manager to set up support
groups to fulfill service and
support needs.

Incentive Compensation e-Business Incentive Compensation uses

Resource Manager to set up
sales representatives and
sales compensation group
hierarchies.

Call Center e-Business Call Center uses Resource

Manager for call center routing.

Sales Online e-Business Sales Online uses Resource

Manager to set up a sales
hierarchy.

Calendar e-Business Calendar uses Resource

Manager to track the
availability of resources.

Interaction History Common Application Interaction History uses

Components Resource Manager to provide
touch points.

Assignment Manager Common Application Assignment Manager uses

Components Resource Manager to provide a
list of qualified resources.

Territory Manager Common Application Territory Manager uses

Components Resource Manager to select
the resources for a particular
territory.

Task Manager Common Application Task Manager uses Resource

Components Manager to provide single,
group, and team lists of
resources for task assignments.

3-4 Oracle Common Application Components Implementation Guide

 Application Type Resource Manager
Interaction

Trading Community e-Business Resources of category "Party"

Architecture (TCA) and "Partner" can be imported
from Accounts Receivables
(AR) to Resource Manager
and subsequently defined as
e-Business Suite resources.

Purchasing e-Business Resources of category

“Supplier Contact” can be
imported as resources from
Purchasing (PO).

Human Resource Management e-Business Resources of category

Systems (HRMS) “Employee” can be imported as
resources from Oracle Human
Resource Management System
(HRMS).

Forms-based and HTML Versions of Resource Manager

Resource Manager was initially a Forms-based application and was subsequently
expanded to include an HTML version. A number of features are available in both
versions of Resource Manager, however some features are available in only Forms
or HTML. The HTML version of Resource Manager, has additional implementation
requirements such as setting the necessary profile options for the application.

Phase I: Setting Up Resource Manager

Implementing Resource Manager takes place in two phases. In the first phase, you set
up Resource Manager by defining and configuring required components. In the second
phase, you use Resource Manager to manage your resources. This section summarizes
the basic steps for Phase I: Setting up Resource Manager. Detailed instructions for these
steps can be found in the subsequent Resource Manager chapters of the Implementation
Guide. Before performing these steps, you should first determine that Resource Manger
is installed and configured properly to work with other applications in the e-Business
suite.

Dening Resources
The first step in implementing Resource Manager is to define resources. Typically this is
accomplished by mass importing resources from other Oracle e-Business applications
or from legacy systems. In some cases, however, you may want to define an individual
resources by importing it from the relevant e-Business application or by creating it
directly in Resource Manager.

Mass Import Resource From Other e-Business Applications

Mass importing resources is the most common method of defining resources that are
stored in e-Business applications such as HRMS, TCA, or PO. This is accomplished
using concurrent programs to synchronize data between Resource Manager and the
HRMS, TCA, and PO databases.

Resource Manager Implementation Overview 3-5

Import Resources From Legacy Applications Using APIs
APIs are required to import resources from legacy HRMS, PO, or AR systems into
Resource Manager. To accomplish this, you must use the APIs of your legacy system and
the Resource Manager public Published APIs.

Import Individual Resources From Other e-Business Applications

An individual resource can be imported into Resource Manager by logging in with
the CRM Administrator responsibility, and selecting Resource Manager > Maintain
Resources > Import Resources.

Create Individual Resources in Resource Manager

You can create one of the following in the Forms-based version of Resource Manager:
• An employee that is defined as a salesperson in the Forms-based version of Resource
Manager
• A resource of type Other that is either an individual who is not a salesperson, or an
object such as a hospital bed.
When you create Resources of these types in Resource Manager the information is
written directly to the HRMS tables. If you want to create individual resources of other
types, you must first create them in the appropriate application and then import them
into Resource Manager.

Optionally Dening Roles Types and Roles

Resource Manager comes with seeded role types and roles that are used to better
organize your resources. If you do not wish to use the seeded role types and roles, you
can optionally create your own in Resource Manager.

Role Types
A role type is a broad descriptive category such as "Sales" that contains one
or more detailed descriptive categories such as "Sales Representative" or "Sales
Manager". Sales, Telesales, Marketing, Sales Compensation, Support, and Call Center are
all examples of role types that are seeded by the different modules that access Resource
Manager. You can also define custom role types for your business needs.

Role Types Example

Roles
Roles are detailed descriptive categories that are grouped together within role types. A
role can encompass one or more job descriptions and job titles that are used to assign
responsibilities to resources, groups, and teams. For example, the Sales role type can

3-6 Oracle Common Application Components Implementation Guide

 encompass several roles including Sales Manager and Sales Representative. A resource
named Linda who is a Sales manager can be assigned the Sales Manager Role while sales
representatives, John, Mark, and Carol are assigned the Sales Representative role.

Roles Example

Role Attributes
When a role is created, it is associated with a specific role attribute. This enables
different roles to be grouped together when defining a resource reporting hierarchy. The
hierarchy is used in sales product families to control data access privileges, sales forecast
rollups, and incentive compensation plans. It is also used for workflow notifications and
escalations. When defining a role, you must also specify its attribute by selecting one of
the Resource Manager seeded role attributes:
• Member: This is the attribute for group members and is the default attribute for
any group.
• Lead: This is the attribute for the team lead within a group.
• Admin: This attribute enables group members with the associated role to view
and modify information about other group members. In the HTML Resource
Manager, only a user in a group with either the Administrator or Manager group
member role can update group member and group hierarchy information.
• Manager: This attribute is used to set up the group reporting hierarchy. For
example, all the forecasts for a group of sales representatives will roll up to the
person with the Manager role attribute in that group. If Linda is a sales manager who
is assigned the Sales Manager role that is associated with the Manager attribute, then
only Linda will receive forecasts for the group. In addition, a user with the Manager
group member role can update the group member and group hierarchy information
in the HTML Resource Manager.

Resource Manager Implementation Overview 3-7

 Role Attributes Example

Modifying Resource Fields in HTML

In the HTML version of Resource Manager, the appropriate users or system
administrators with the Resource Self Service Administrator responsibility must set up
the Define Resource Fields for Update window. This determines which fields for the
resource’s personal information can be updated and how the update should occur.

Dening Skill Levels in HTML

In the HTML version of Resource Manager, the appropriate users or system
administrators with the Resource Self Service Administrator responsibility must set
up the Define Skill Levels window. This determines the name of the skill level and its
associated numeric value. Once this is specified, an individual resource can select an
appropriate skill level from the LOV of the Level field in the Rate Skill window to rate
their technical skills. These skill levels are standard regardless of whether the resource
is rated at category, product, platform, or problem level. The numeric values for the
related skill levels can be a part of the calculation when selecting the optimal individual
for a service request.

Conguring Group and Team Member Notications

Resource Manager enables group and Team members to receive Workflow
notifications. This is particularly useful when important communications are sent to a
group or team that require immediate dissemination to all of the their members. For
example, if a support group or team receives a high priority service request then
all members of the group or team can simultaneously be notified to ensure that
immediate action is taken. Resource Manager accomplishes this by integrating
resources, groups, group members, teams, and team members with Workflow
roles. When a resource is created or updated, its information, including relevant
attributes, is stored in both Resource Manager and the corresponding Workflow
role tables. Notifications can only be sent to all group or team members if the
group-to-membership or team-to-membership relationship information stored in
Resource Manger is in sync with the data stored in the corresponding Workflow role
tables. To accomplish this, Resource Manager administrators must run the Synchronize
Workflow Roles concurrent program on a periodic basis.

3-8 Oracle Common Application Components Implementation Guide

Publishing Business Events
Resource Manager publishes events such as creating and importing resources, updating
resources, and deleting resources using the Oracle Workflow Business Event
System. Applications that contain data directly affected by these events can subscribe
to them and synchronize or modify their data accordingly. For example if a resource
that is assigned to a Task is deleted, this action is published or "raised" as a business
event. Task Manager, can consequently subscribe to this event and reassign the task
to an available resource.

Phase II: Managing Resources with Resource Manager

After successfully setting up Resource Manager in Phase I, you can proceed to Phase
II: Managing Resources with Resource Manager. In this phase, you can optionally find
and view resources, modify resources with roles and role types, create groups and
teams, view resource reports, synchronize imported resources with updated records in
their database of origin, and troubleshoot Resource Manager if required.

Finding and Viewing Resources

After importing a resource into Resource Manager, you can find and view the resource
and manage it by performing any of the actions described in the remainder of this
chapter.

Dening Groups
A group is a unit of organization based on the similar function or roles of its members. It
can consist of individual resources and resource groups and any resource can belong to
multiple groups. For example, a manufacturing company has sales groups for different
product models. A sales manager named Linda, leads the Model A Sales Group and has
three sales representatives, John, Mark and, Carol who report directly to her. The Model
A Sales Group can also contain another resource group, Key Accounts West Group that
handle sales in the west region for model A, and whose members also report to Linda.

Groups Example

Resource Manager Implementation Overview 3-9

Group Member Roles
Roles and responsibilities can be associated with all members of a resource group. For
example, Linda is a sales manager; John, Mark, and Carol are sales representatives. The
Sales Manager and the Sales Representative are job roles assigned to the Model A
Sales Group. Each member can have multiple roles defined within a group or among
groups. If the Key Accounts West Group only contains two resources, one of them can
perform two roles, sales manager and field sales agent Or while Linda, the manager in
the Model A Group, may also be a member of a group called Model B Group.

Group Usage
Group usage must also be specified. For example, the Model A Group can be used in
Sales Compensation, Sales, and Telesales.

Dynamic Groups
Instead of assigning each individual or group resource to an existing group, you
can create a dynamic group based on the criteria you define in SQL statements. For
example, Oracle Interaction Center’s Telephony Manager uses Dynamic Groups for
skill-based routing. In active mode, Oracle Telephony Manager routes calls according to
defined rules. The active mode is the default mode of operation. In active mode, Oracle
Telephony Manager uses skill-based routing, a dynamic call routing intelligence that
delivers inbound calls to an agent who is appropriately skilled to meet the needs of the
caller. When inbound calls arrive at the switch, the switch issues a routing request. Oracle
Telephony Manager monitors the routing request, then applies skill-based routing
rules, and identifies suitably skilled agents. Meanwhile, a representation of the call waits
in the virtual queue within Oracle Telephony Manager. When a suitable agent becomes
available, Oracle Telephony Manager responds to the routing request and instructs the
switch to deliver the call to the agent’s extension through the Universal Work Queue
(UWQ), where more specific pre-defined rules may apply in directing the call. In a
dynamic group, the database automatically updates information about individual group
members (dynamic routing executes the workflow/procedure to get an agent list).

Group Hierarchy
Because individual resources can be assigned to a group, and a group can belong to
another group or to multiple groups, resources can be organized in a group hierarchy
with a parent-child relationship.
For example, Jack William and Frank Nelson are sales representatives who belong to
the Product A group and report directly to Pat Smith, the sales manager of Product
A; but they report indirectly to Jeff Walsh who leads the Field Sales group as field
sales manager. The Field Sales group and the Product A group have a parent-child
relationship.
You can use the group hierarchy to view direct reporting or all reporting information
for a resource. For example, you can search for direct reporting information for the
employee Jeff Walsh based on the above group hierarchy. You can see Pat Smith and Jim
Breen listed as the results for direct reporting. Jack William and Frank Nelson are added
to the list if it is for all the reporting information due to the parent-child relationship
between these groups.

3-10 Oracle Common Application Components Implementation Guide

 Group Hierarchy Example

Group Member Notications

You can configure groups to receive notifications to ensure that important
communications reach all group members.

Managing Roles and Groups

You can manage roles and groups by viewing role details, assigning roles to resources, or
assigning resources to groups.

Dening Teams
A team is a collection of groups and resources that is organized to accomplish
a specific task or objective. Team members are chosen on the basis of their
availability, qualifications, and location. For example, a manufacturing company wants
to develop a new model that has the same features of a model called Model B. To
accomplish this, the company sets up a new model development team can be established
to have a new product development group, a sales manager for model B, and a support
engineer who specializes in model B.

Resource Manager Implementation Overview 3-11

 Teams Example

Team Member Roles

Each team member, whether it is an individual resource or a resource group, has
a member role assigned to it. For example, the new model development group (a
group resource) and the support engineer (an individual resource) can both have a
development member team role. The Development Member role must be one of the
group roles that have been assigned to the New Model Development Group. Like a
group member, a team member can have multiple roles assigned to a team.

Team Roles
You can assign multiple roles to a team. For example, the New Model Development Team
will play a Development Member role, and a Support Manager role at the same time.

Team Usage
Specify the usage of your team. For example, the New Model Development Team can be
used in Support, Telesales, and Service.

Team Member Notications

You can configure teams to receive notifications to ensure that important communications
reach all team members.

Running Reports
Resource Manager enables you to run Group Audit and Group Structure reports.

3-12 Oracle Common Application Components Implementation Guide

Group Audit Report
Resource Manager supports the ability to run an audit report detailing changes to
resources and resource groups created within a date range. For example, any changes
made to new members of a group are defined, but role change information is not. This
provides an audit trail of the actions taken for specific groups, and resources.
For example, a sales manager can use the Group Audit Report to verify and trace a
specific sales group for its group members’ (sales representatives) change history
information based on a specific time range. From the report, you can easily identify that
Lisa Jones with her resource number has been changed from Key Accounts Central
Group (group number 54) to Key Accounts Group (group number 43). This information
can be an audit record for sales credits or compensation distribution.
Only the movement of a resource from a given group to another group is
tracked. Resources changing roles within the same group are not reported in the Audit
Report.

Group Structure Report

Resource Manager supports the ability to run a Group Structure Report. It displays only
the group hierarchy and structure information.
For example, you can use the Group Structure Report to view the group hierarchy
information for a specific group, such as Key Accounts Group. The group member’s
name and its resource category information (such as employee resource), child group
name (Key Accounts Central), and numbers of level down from the selected group
(such as the Key Accounts Central child group is one level down from the selected Key
Accounts Group) and effective date information are all visible in the report.

Resource Manager Implementation Overview 3-13

 4
Phase I: Setting Up Resource Manager

This chapter covers the following topics:

• Overview of Setting Up Resource Manager
• Mass Importing Resources From Other Applications in the E-Business Suite
• Importing Resources From Legacy Applications Using APIs
• Importing Individual Resources
• Creating a Resource Manually in Forms
• Creating a Salesperson Automatically
• Creating a Salesperson of Type Other and To Be Hired in HTML
• Creating a Salesperson in Multiple Organizations
• Defining Role Types
• Defining Roles in Forms
• Defining Roles in HTML
• Specifying Role Attributes
• Defining Skill Levels in HTML
• Assigning a Numeric Value to a Skill Rating
• Changing the Name of a Skill Rating
• Publishing Workflow Business Events

Overview of Setting Up Resource Manager

Implementing Resource Manager takes place in two phases. In the first phase, you set
up Resource Manager by defining and configuring required components. In the second
phase, you use Resource Manager to manage your resources. This chapter provides
detailed instructions for Phase I: Setting up Resource Manager. This section contains a
summary of the steps for setting up Resource Manager. Detailed instructions for these
steps are provided in the subsequent sections.

Dening Resources
You define resource by either importing them into Resource Manager and then
modifying them or by creating them in Resource Manager.

Phase I: Setting Up Resource Manager 4-1

Importing Resources
Instructions for importing resources are contained in the following sections:
• Mass Importing Resources From Other E-Business Applications, page 4-3
• Importing Resources From Legacy Applications, page 4-4
• Importing Individual Resources, page 4-4

Creating Resources in Forms

You can create a salesperson in the Forms-based version of Resource Manager and
designate it as type Other or TBH (To Be Hired). Resources of this type are written
directly to the Resource Manager tables and do not appear in the HRMS tables. You
can also create a resource such as a salesperson in Forms by first creating the resource
in HRMS and then importing the resource into resource manager and modifying it as
required. If you have not licensed HRMS, you can create a resource using the Form
windows that are shared with HRMS and then using Resource Manager to import the
resource. Detailed instructions for these steps are provided in the following sections:
• Creating a Salesperson in Forms, page 4-6
• Creating Salespersons in Multiple Organizations, page 4-2

Optionally Dening Role Types and Roles

After defining resource, you can organize them with roletypes and roles. A role type
is a broad descriptive category such as "Sales" that contains one or more roles. A
role is a more detailed descriptive categories such as "Sales Representative" or "Sales
Manager". When a role is created, it is associated with a specific role attribute. This
enables different roles to be grouped together when defining a resource reporting
hierarchy. Detailed instructions for creating role types and roles and for assigning
attributes to roles are provided in the following sections:
• Defining Role Types, page 4-18
• Defining Roles in Forms, page 4-18
• Defining Roles in HTML, page 4-19
• Specifying Role Attributes, page 4-20

Dening Skill Levels in HTML

The final step in setting up Resource Manager is to define skill levels in the HTML version
of Resource Manager. In the HTML version of Resource Manager, the appropriate users
or system administrators with the Resource Self Service Administrator responsibility
must set up the Define Skill Levels window. Instructions for performing this step are
contained in the Defining Skill Levels in HTML section, page 4-21.

Conguring Group and Team Member Notications

Resource Manager enables group and team members to receive Workflow
notifications. This is particularly useful when important communications are sent to
a group or team that require immediate dissemination to all of their members. For
example, if a support group or team receives a high priority service request then
all members of the group or team can simultaneously be notified to ensure that
immediate action is taken. Resource Manager accomplishes this by integrating

4-2 Oracle Common Application Components Implementation Guide

 resources, groups, group members, teams, and team members with Workflow
roles. When a resource is created or updated, its information, including relevant
attributes, is stored in both Resource Manager and the corresponding Workflow
role tables. Notifications can only be sent to all group or team members if the
group-to-membership or team-to-membership relationship information stored in
Resource Manger is in sync with the data stored in the corresponding Workflow role
tables. To accomplish this, Resource Manager administrators must run the Synchronize
Workflow Roles concurrent program on a periodic basis. Instructions for performing
this step are contained in the Configuring Group and Team Member Notifications
section, page 5-19.
Note: In addition to enabling group and team member
notification, Resource Manager integration with Workflow roles also
provides a framework for task security. The Tasks chapter in the Oracle
Common Application Components User Guide provides a conceptual
overview of task security features. The Tasks chapter in the Oracle
Common Application Components Implementation Guide provides
technical information including instructions for customizing security
and granting access privileges to appropriate grantees or users.

Publishing Workow Business Events

Resource Manager uses event subscriptions to publish events such as
creating, updating, and deleting resources to enable resource manager users to subscribe
to these events and perform their required business processes. An event subscription is a
registration indicating that a particular event is significant to a particular system and
specifying which processing to perform when the triggering event occurs. Instructions
for performing this step are contained in the Publishing Business Events section, page
4-22.

Mass Importing Resources From Other Applications in the E-Business Suite

Mass importing resources is the most common method of defining resources that are
stored in E-Business applications such as HRMS, TCA, or PO. This is accomplished
using concurrent programs listed in the following table to synchronize data between
Resource Manager and the HRMS, TCA, and PO databases. Oracle recommends that the
system administrator run the concurrent programs, listed in the following table, on a
regular basis, to synchronize data between the Resource Manager and other applications
and to maintain data integrity.

Importing Contingent Workers from Oracle HRMS

You can import contingent workers that are defined in HRMS into Resource Manager
by using public APIs. Resource Manager does not differentiate between imported
contingent workers and employees and exposes both as employee resources. You cannot
maintain contingent workers in Resource Manager but can do so in Oracle HRMS.

Prerequisites
None

Responsibility
CRM Administrator or

Phase I: Setting Up Resource Manager 4-3

 System Administrator

Navigation
Navigate to the Navigator - CRM Administrator window, or
Navigate to the Navigator - System Administrator window

Steps
Run the Resource Manager concurrent programs listed in Appendix B: Concurrent
Programs, ERROR: linkend not in current document and TARGET_BOOK_TITLE
missing. Instructions for running the concurrent programs are contained in this
appendix.
Note: Oracle strongly recommends that an employee, or party, or
supplier contact not have more than one application user.

Note: If a resource (employee, party, or supplier contact) is linked to two

or more application users, and imported into Resource Manager, then
one application user is selected at random and associated with that
resource.

Importing Resources From Legacy Applications Using APIs

You can import resource from legacy application using the Resource Manager public
published APIs. To accomplish this you must first use the APIs of your legacy system
to import the legacy data into either the HRMS, TCA, or PO databases. Once this is
accomplished, create a batch program that calls the Resource Manager public published
APIs and uses them to transfer data from HRMS, TCA, or PO, to Resource Manager. See
the Resource Manager chapter in the Oracle CRM API Reference Guide for more
information about Resource Manager public published APIs.

Importing Individual Resources

In some cases, you may want to import individual resources from different application
databases. You can accomplish this by selecting a resource based on its category and
then identifying its role and eligibility dates before saving it to Resource Manager.
You can import Employees, Parties, Partners, and Supplier Contacts into Resource
Manager from Oracle HRMS, Purchasing and TCA, depending on the resource category
you select. The only resource that you can create, but not import through the Resource
window, is with category of Other, or To Be Hired in Forms. Perform the following
steps to import a resource.
• If Oracle HRMS is installed and you have a license for it, then you
must create a resource in that application first before importing it.
• If you do not have HRMS installed and licensed, then create a
resource using "shared" forms that the HRMS application uses. The
navigation path to create a resource is: Maintain Employee >
Employee.
• Whether or not you use HRMS, the data is written to the HRMS
tables.

4-4 Oracle Common Application Components Implementation Guide

 • For further details, consult the Oracle HRMS documentation.

Prerequisites
None

Responsibility
• CRM Administrator for Forms
• CRM Resource Self Service Administrator or
• CRM Application Foundation User for HTML

Navigation
In the Navigator window select Resource Manager > Maintain Resources > Import
Resources.

Steps
1. Use the Select Resources to Import window to search for the resource you wish
to import.
2. Choose a resource from the search results.
3. Optionally modify any of the default values. For example, you can automatically
create a sales person when importing a resource by selecting the Create Salesperon
Automatically checkbox and by choosing a value from the resulting Sales Credit
Type field.
4. Save the resource.
5. Optionally define additional resource information such as roles, group or team
membership by clicking the Details button and using the resulting forms as required.

Guidelines
Before importing an individual resource, you should understand the following:
• Resource Manager does not require transaction numbers to import a resource.
• The Comments field in the Selected Resources window indicates whether or not the
resource entry is a new record, duplicate record, or has a new role definition.
• When synchronizing an employee resource imported from HR using the Synchronize
Employees concurrent program, the end date will not be modified. To synchronize
the end date in Resource Manager, you must modify it manually with the correct
information. If you have imported a large number of employees and do not want to
end date them manually, you can write a script that calls the Update_Resource API
and passes the required value to the p_end_date_active parameter.

See Also
See the Synchronize Employees concurrent program in Appendix B: Concurrent
Programs, ERROR: linkend not in current document and TARGET_BOOK_TITLE
missing.

Phase I: Setting Up Resource Manager 4-5

Creating a Resource Manually in Forms
Using the Resource window, you can manually designate a resource either as Other or as
a salesperson of type Other or To Be Hired. Resources that are designated as Other can
be individuals who are not salespeople or can be objects such as a hospital bed. When
you designate a resource as a salesperson of type Other, then it must be associated with
a specific organization however, resources are generally not associated with specific
organizations.

Resource Window
You define a resource as a salesperson in the Resource window. This window contains a
Resource section in which you provide basic information about the resource and a series
of tabs that enable you to provide more detailed information about the resource. The
Identification Num field of the Resource section enables you to specify a resource of type
Other that is not a salesperson. The following table describes the available functions in
the Resource window tabs:

Resource Tab Descriptions

Tab Description

Roles Use this tab to view, assign, and modify

information about roles and role types. The
role type is the actual role a resource plays, for
example, Administrator or Contractor. These
roles, role types, and role attributes check boxes
are defined in the Setup window. The Start
Date default is the current date, and it can be
modified.

Groups Use this tab to view, assign, and modify

information about groups. Groups are not
necessarily one person, and a resource can
belong to more than one group. The Groups
tab reveals in detail which groups the resource
belongs to, and the role in the group. Resources
can play multiple roles in a group. Click the
group name to display the group member
roles if this resource has group member roles
assigned.

Teams Use this tab to view, assign, and modify

information about teams. Teams can comprise
multiple groups and combinations of groups
and individuals. Click the team name to view
the Team Member Roles.

Service Use this tab to define the Cost per Hour and
Time Zone information. The Support Site
field is not operational, and not used at this
time. You define the currency type in the
Compensation tab.

4-6 Oracle Common Application Components Implementation Guide

 Tab Description

Interaction Center Use this tab to view, assign, and modify the
email addresses and the Agent ID numbers
of resources associated with the eMail Center
or Call Center modules. This tab is used
primarily by the Call Center and eMail Center
modules. All fields are read-only. If the resource
is not associated with either center, these fields
are blank.
(Optional) Enter the Scripting Agent Login
if the employee uses Oracle Scripting. Use
the Telephony Parameters region to enter
middleware configuration, parameters, and
values for the agent. Which telephony
parameters are required and which values to
specify depend on the types of switch and CTI
middleware used in the Call Center.

Compensation Use this tab to view or define the Currency

Type corresponding to the Cost per Hour listed
on the Service tab.

Receivables Use this tab to define a salesperson and to

assign a territory.

Miscellaneous Use this tab to view personal information about

the resource. The fields in this tab are read-only.

Receivables Tab
Some of the required functions for defining a resource as a salesperson are performed in
the Receivables tab of the Resource window. The following table describes the available
functions in the Receivables tab fields:

Phase I: Setting Up Resource Manager 4-7

 Field Descriptions for the Receivables tab in the Resource Window
Field Description

Date Active Enter the range of dates that this salesperson

is to be active. Date Active (start date) is a
required field, the Date Active (end date) is
optional. If you do not enter an end date, this
salesperson is active indefinitely.

Geo Override and Inside City Limits The Geo Override value associates the
salesperson with a unique tax jurisdiction. Both
fields are available only if you have installed a
sales tax vendor of type Taxware Sales. Oracle
recommends you use Tax System or Vertex
Quantu.

Accounting Flexfield (Forms) The accounting flexfield includes Revenue,

Freight, and Receivable Accounts. Receivables
can use this information, along with your
AutoAccounting rules, to determine the
revenue, freight, and receivable accounts for
invoices that you assign to this salesperson.

Territory Flexfield (Forms) If you want to assign a territory to this

salesperson, then enter the range of dates
that this territory is to be assigned to this
salesperson. The Start Date defaults as the
current date, but you can change it. If you do
not enter an End Date, this territory is active for
this salesperson infinitely.

Perform the following steps to create a salesperson.

Steps
1. Log on to the system with the CRM Administrator or CRM Resource Manager
reponsibility and in the Navigator, select Resource Manager > Maintain Resources
> Resources.
2. Click New in the Find Resource window.
3. Select either TBH or Other for the Category.
4. To create a salesperson, you must enter a valid value for the Salesperson
Number. Although it can accept a 0 value, it is not recommended.
5. Enter the name of the resource in the Name field. If the resource is an object such as
a hospital bed, enter the name of the object in this field.
6. Enter a Start Date for the resource.
You must enter at least a start date here. The end date defaults to an open end data
and is optional.
7. (Optional) If the resource is type Other and is not a salesperson, enter the reference
number for the resource in the Reference Num field.
8. Select the Receivables tab and perform the following:
1. Enter the range of dates that this resource is to be active.

4-8 Oracle Common Application Components Implementation Guide

 The Date Active (start date) is a required field and defaults as the current
date. However, you can change it by accessing the calendar through the list of
values (LOV). If you do not enter a Date Active (end date), this salesperson is
active indefinitely. The Date Active cannot precede the Start Date.
If the resource’s status is Active but the transaction date that you enter is not
within this date range, Receivables does not display this salesperson in the LOV
in the Transactions window.
2. (Optional) Enter the resource’s Email address.
3. (Optional) Enter a Geo Override value for the resource. This value associates the
resource with a unique tax jurisdiction.
The Geo Override and Inside City Limits fields are available only if you have
installed a sales tax vendor of type Taxware Sales/Use Tax System® or Vertex
Quantum®.
If you entered a value in the Geo Override field and the tax jurisdiction for this
address is within city limits, select the Inside City Limits check box. This check
box is enabled only if your sales tax vendor is Vertex Quantum.
For additional information, see the following:
Integrating Oracle Receivables with Taxware Sales/Use Tax System, Release 11i.
Integrating Oracle Receivables with Vertex Quantum, Release 11i.
4. Check the Active for Receivables check box to indicate that this resource is an
active salesperson for use in Oracle Receivables.
5. Enter a quota Sales Credit Type.
Oracle Order Management uses this information to determine if the sales credit
for an order is a quota or non-quota amount. You can define additional sales
credit types in Oracle Order Management. However, you can only assign Sales
Credit Types that are of type ’Quota’ to salespersons in Receivables.
6. (Optional) Enter the Accounting Flexfield for your Revenue, Freight, and
Receivable Accounts.
Receivables can use this information, along with AutoAccounting rules, to
determine the revenue, freight, and receivable accounts for invoices you assign
to this salesperson.
7. (Optional) Assign a territory to this resource.
The Territory Flexfield must be set up before an assignment is made.
8. (Optional) If you assigned a territory to this resource, then enter the range of
dates that this territory is to be assigned to this salesperson.
The Start Date defaults as the current date, but you can change it. If you do
not enter an End Date, this salesperson is active indefinitely, or as long as the
territory is active.
9. (Optional) Enter more information in the other tabs to further specify the
resource. You can simultaneously end date a resource’s roles, group member
roles, team member roles, and sales person records.
10. Choose File > Save to save your work.

Phase I: Setting Up Resource Manager 4-9

 This action populates the Resource Number field with the automatically generated
resource tracking number.

Guidelines
You can only create a resource of category Other, or To Be Hired, through the Resource
window. If the resource is of any other category, it must be imported.
You can create a resource of type Other or a salesperson of type Other or To Be Hired. To
create a resource of type Other, you can enter the identification number. A resource of
type Other that is not a salesperson can be an individual or an object.
If a salesperson is defined with category To Be Hired, then this salesperson is not visible
within Accounts Receivable. A Salesperson defined in this manner can be viewed only
within CRM.
Users are not allowed to create a new user that is associated with a resource/employee. It
is only the first time during the "Create Employee" process that user can specify a
non-existing user name.
If you make any changes to an employee in HRMS, then you must run the Synchronize
Employee concurrent program to synchronize resource information. See the chapter on
Concurrent Programs in the Implementation Guide appendix.
If a resource (who first was a salesperson with a salesperson’s number) changes jobs
within the same company (and is no longer a salesperson), you must end date the first
resource and create a new resource with new settings. You cannot delete a salesperson’s
number once it is assigned, but in such cases you end date the salesperson record
instead of the resource.
You can create a resource of type Other or To Be Hired and you can create a
corresponding salesperson record for either.

Creating a Salesperson Automatically

You can automatically create a salesperson when importing resources by using either
the Import Resource form or the Synchronize Employees concurrent program. You
can also set up job role mappings that are associated with resources when they are
automatically created as a salesperson.

Using the Import Resource Form

The Import Resource form imports selected resources, based on filtering criteria
from HRMS, TCA, and Purchasing into Resource Manager. To create a salesperson
automatically using the Import Resource form, you must perform the steps listed in
the following table.

4-10 Oracle Common Application Components Implementation Guide

 Create Salesperson Automatically Using the Import Resource Form
Step Required Action

Create Salesperson Perform the required steps for Importing

Individual Resources., page 4-4 As part of this
process, select the Create Salesperson check
box in the default values window of Import
Resources form.

Provide Sales Credit Type Information Continue to perform the required steps for
Importing Individual Resources, page 4-4. As
part of this process, select a value from the
Sales Credit Type field in the default values
window of the Import Resources form.

Determine mode of salesperson creation To determine the mode for creating the
number salesperson number, set the required value for
the Profile Option JTFRS: Mode of Salesperson
Number Creation, ERROR: linkend not in
current document and TARGET_BOOK_TITLE
missing:
• Employee Number. The salesperson
number is identical to the employee
number.

• Sequence Generated. The salesperson

number is auto-generated by a newly
created Sequence.

• Manually. The salesperson number is

manually entered by the implementor. If
no salesperson number is specified for the
selected resources then the import process
fails.

Using the Synchronize Employees Concurrent Program

The Synchronize Employee concurrent program imports resources in bulk from HRMS
into Resource Manager by synchronizing resource information with its corresponding
employee information. The "Get New Employees" parameter can be used to import
newly created employees from HRMS. To create a salesperson automatically using
the Synchronize Employees concurrent program, you must perform the steps listed in
the following table.
Note: When using the Synchronize Employees concurrent program for
bulk import, the sales person numbers can only be Employee Numbers
or Sequence Generated numbers and cannot be entered manually

Phase I: Setting Up Resource Manager 4-11

 Create Salesperson Automatically Using the Synchronize Employees Concurrent Program
Step Required Action

Create Sales Person Run the Synchronize Employees concurrent

program, ERROR: linkend not in current
document and TARGET_BOOK_TITLE
missing. Select Yes from the Create Salesperson
field.

Provide Sales Credit Type Information Select a value from the Sales Credit Type field
In the Synchronize Employees concurrent
program, ERROR: linkend not in current
document and TARGET_BOOK_TITLE
missing.

Automatically Creating Resource Roles for Job-role Mapping

When importing employees from HRMS to Resource Mangager, the Import Resource
form and the Synchronize Employees concurrent program automatically create resource
rolls based on the employees’ jobs. When importing Employees from HRMS to Resource
Manager, all of the roles associated with their jobs are automatically created as Resource
Roles.

Examples
The following examples demonstrate how to use the Import Resource form and the
Synchronize Employees concurrent program to automatically create or modify a
resource role that is mapped to a job role in HRMS. In each of these examples, a major
retail store is adding new temporary sales representatives to its workforce to cover its
annual sale. The company hires two-hundred temporary employees and enters their
data into its HRMS application.
Note: For examples that use the Import Resource form, see also:
• Defining Roles in Forms, page 4-18
• Importing Individual Resources, page 4-4

Mapping a Single Job to a Single Role (Import Resource Form)

An implementor or system administrator for the retail store performs the following:
1. Defines a job roll, "Floor Sales Rep II" in HRMS and assigns it to the two hundred
temporary employees when their data is entered in that application.
2. Defines a new role, "Sales Rep Floor", in Resource Manager.
3. Maps the role in Resource Manager to the job roll in HRMS.
4. Imports the two hundred temporary employees from HRMS to Resource
Manager. During this process, they are automatically assigned the resource
role, "Sales Rep Floor".

Mapping a Single Job to Many Roles (Import Resource Form)

An implementor or system administrator for the retail store performs the following:
1. Defines job role, "Floor Sales Rep I" in HRMS and assigns it to the two hundred
temporary employees when their data is entered in that application.

4-12 Oracle Common Application Components Implementation Guide

 2. Defines three new roles in Resource Manager, "Sales Rep I", "Sales Rep Merchandise"
and "Sales Rep III".
3. Maps the Human Resources job role, "Floor Sales Rep I" to the newly defined
resource roles.
4. Imports the two hundred temporary employees from HRMS to Resource
Manager. During this process, they are automatically assigned the resource rolls
"Sales Rep I", "Sales Rep Merchandise", and "Sales Rep III".

Mapping Multiple Jobs to a Single Role (Import Resource Form)

An implementor or system administrator for the retail store performs the following:
1. Defines three jobs in HRMS: "Floor Sales Rep I", "Floor Sales Rep II" and "Floor
Sales Rep III".
2. Defines a role, "Sales Rep Floor" in Resource Manager.
3. Maps the three HRMS job roles to the resource role.
4. Imports the two hundred temporary employees from HRMS to Resource
Manager. During this process, they are automatically assigned the role, "Sales Rep
Floor".

Mapping One or More Jobs to No Roll (Import Resource Form)

When HRMS jobs are not mapped to a resource roll, no roll is assigned to these
employee resources when they are automatically imported in Resource Manager. Users
can, however, assign them manually.

Oracle HRMS Job Change with No Existing Roll (Synchronize Employees Concurrent Program)
For its annual sale, the retail store decides to place its stock room employees on the sales
floor to work with the two hundred temporary employees:
1. A member of the Human Resources staff changes the "Stock Room Clerk" job roll to
"Floor Sales Rep II" in HRMS.
2. The implementor or system administrator runs the Synchronize Employees
concurrent program to synchronize changes in HRMS with data in Resource
Manager. As a result, the stock room employees are automatically assigned the
"Sales Rep Floor" role in Resource Manager.
3. When the sale is finished, the stock room employees resume their original jobs. To
end date the "Sales Rep Floor" role , a new role must be associated with the "Stock
Room Clerk" job roll in HRMS, otherwise it will continue to be associated with the
"Sales Rep Floor" role in Resource Manager .
1. To accomplish this, a member of the Human Resources staff defines a new
’dummy’ role in Resource Manager called "Store Clerk" and maps it to the
Human Resources job roll, "Stock Room Clerk".
2. The implementor or system administrator runs the ’Synchronize Employees’
concurrent program. Consequently, the "Sales Rep Floor" roll is end dated and
the new role, "Store Clerk" is associated with the resource.
After running the concurrent program, no job roles will be changed in Resource
Manager if a job changes in Oracle HRMS with no existing role mapping for
both old and new jobs.

Phase I: Setting Up Resource Manager 4-13

Human Resources Job Change with an Existing Role Where One-to-one Mapping Occurs (Synchronize Employees
Concurrent Program)
For its annual sale, the retail store decides to place its line manager employees on the
sales floor with the two hundred temporary employees:
1. A member of the Human Resources staff changes the job roll from "Line Manager I"
to "Floor Sales Rep I" in HRMS.
2. The implementor or system administrator runs the Synchronize Employees
concurrent program to synchronize employee data in HRMS with Resource
Manager. As a result, the "Sales Manager" roll is end dated for the line manager
employees and they are subsequently assigned the "Sales Rep Floor" roll.
3. When the sale is concluded, the line managers resume their original jobs. When the
implementor or system administrator runs the Synchronize Employees concurent
program, the "Sales Rep Floor" roll is end dated and the "Sales Manager" role is once
again associated with the line managers.

Human Resources Job Change with an Existing Role Where One-to-many Mapping Occurs (Synchronize Employees
Concurrent Program)
For its annual sale, the retail store decides to place its line manager employees on the
sales floor with the two hundred temporary employees:
1. A member of the Human Resources staff changes the job roll from "Line Manager I"
to "Floor Sales Rep II" in HRMS.
2. The implementor or system administrator runs the Synchronize Employees
concurrent program to synchronize employee data in HRMS with Resource
Manager. As a result, the "Sales Manager" roll is end dated for the line manager
employees and they are subsequently assigned the "Sales Rep I", "Sales Rep
Merchandise", and "Sales Rep III" rolls.
3. When the sale is concluded, the line managers resume their original jobs. When the
implementor or system administrator runs the Synchronize Employees concurent
program, the "Sales Rep I", "Sales Rep Merchandise", and "Sales Rep III" rolls are end
dated and the "Sales Manager" role is once again associated with the line managers.

Business Rules
This section discusses business rules for creating a sales person automatically and for
creating roles for job role mapping.

Creating a Salesperson Automatically

The following rules apply to creating a new Salesperson when importing resources from
HRMS into Resource Manager:

Rule1
If the salesperson number already exists in the Salesreps table, based on the value chosen
for the Profile Option ’JTFRS: Mode of Salesperson Number Creation’, the following
rules apply
If Profile Value is ’Employee Number’ or ’Manually Entered’:
• In the Import Resource form, an error message indicates that the salesperson
number already exists.

4-14 Oracle Common Application Components Implementation Guide

 • When running the Synchronize Employees concurrent program, a log of error
messages for all employees appears in the concurrent program log.
If Profile Value is ’Sequence Generated’:
The sequence will continue to generate next number until it produces a value that does
not already exist as salesperson number in the Salesreps table. This number is used as
salesperson number to create the new salesperson

Rule2
If the user chooses to create Salesperson, during bulk import, using Synchronize
Employees concurrent program, a value for the new parameter "Sales Credit Type"
must be chosen. If not, the import resource process will stopp, and corresponding error
message will be displayed in the concurrent program log

Creating Roles for Job Role Mapping

Rule 1
When importing an employee from HRMS application into Resource Manager, new
Resource Roles are automatically created for all the imported Resources, if the
corresponding employees’ job title has job-role mappings, set up in Resource Manager.

Rule 2
If an Employees’ Job Title has changed in HRMS and if there is at least one corresponding
Role associated with the current Job Title of the Employee, in the Resource Job Roles
Setup, the Synchronize Employees concurrent program will do the following:
• Attempt to terminate all the Active Roles associated with the previous job title of the
employee with end date as Sysdate - 1
• Create new roles, for job-role mappings in Resource Manager, corresponding to the
current job title of the employee, with the start date as Sysdate.
If any of the business validation fails when terminating the roles associated with
the previous job title of the employee, the end-dating process does not occur and the
corresponding error messages are displayed in the concurrent program log.

Creating a Salesperson of Type Other and To Be Hired in HTML

You can use the HTML version of Resource Manager to create and modify resources
whose category is Other and To Be Hired. You can additionally view their sales credit
type, group membership, and role details. However, you cannot delete any resources in
the HTML version of Resource Manager.

Prerequisites
None

Responsibility
Resource Self Service Administrator

Navigation
In HTML version of Resource Manager, select the People tab, and then select Others or
To Be Hired from the sub navigation menu.

Phase I: Setting Up Resource Manager 4-15

Steps for Creating Salespersons of Other or To Be Hired
1. In the Others or To Be Hired window, click Create.
2. Enter required information such as Name, Salesperson Number, and Sales Credit
Type for the resource. You can also optionally enter additional information such
as Active Date (from and to).
3. Click the Active Roles, Group Membership, and Compensation links to
define, role, group membership, and compensation information for the resource.

Steps for Modifying Salespersons of Other or To Be Hired

1. Search your resource in the Others or To Be Hired Resource window.
2. Modify the resource information as required and save your changes.

Creating a Salesperson in Multiple Organizations

A business unit such as a corporation can have multiple separate organizations within
its structure that are also known as MULTI-ORGS. A salesperson can cover areas in
multiple organizations. In order to receive the appropriate compensation from each
organization, the salesperson must belong to both organizations. The salesperson has
one employee number, but multiple salesperson numbers that correspond to each
organization that the salesperson belongs to.
To add a salesperson to another organization requires two steps:
1. First set the multiple organization profile option MO: Operating Unit to the
appropriate organization using the drop down menu provided in the Responsibility
field. Use the System Administrator responsibility and select Profile > System. In the
Find System Profile Values window, select the appropriate Responsibility and enter
the MO: Operating Unit profile option. Save your work and log in using your user ID.
2. Query the resource in Resource Manager and assign a salesperson’s number as well
as the other required actions outlined in the following steps.
Example
Business World Enterprises is a global company consisting of several organizations
including Business World, USA, and Business World, Canada. You are a salesperson
for Business World, USA. Your coverage encompasses parts of Western Canada and
Mexico. In order to receive financial compensation in both US and Canadian dollars, as
well as Mexican pesos, you must be a salesperson for Business World, USA, Business
World, Canada, and Business World, Mexico. Your employee number is #0001 and your
salesperson number in Business World USA is #0001US. Your employee number for
Business World, Canada is #0001CAN and for Business World, Mexico #0001MEX.
Any changes pertaining to your Canadian and Mexican compensation packages can
be handled by the Resource Administrators in Business World, Canada and Business
World, Mexico. In other words, regional changes that affect you are handled by
that organization. Changes that affect you on a global level, such as if you receive
a promotion and becomes a Senior Salesperson, would be handled by the parent
company, Business World Enterprises.
The following table lists the sample data.

4-16 Oracle Common Application Components Implementation Guide

 Example Data
Country MO:Operating Unit Salesperson ID Number

United States Vision Corporation 0001US

Canada Vision Canada 0001CAN

Mexico Vision Mexico 0001MEX

Perform the following steps in Forms to make an existing salesperson visible from one
organization to another organization.

Prerequisites
• The salesperson must exist in one organization in Resource Manager.
• The profile value for the administrator (for example, the profile value at the user
level) for ’MO: Operating Unit’ must correspond to the targeted organization before
you set the salesperson in that organization. Set the profile option before using
Resource Manager.

Responsibility
• CRM Administrator or
• CRM Resource Administrator

Navigation
Navigate to the Define Resource window.

Steps
1. Query the imported resource for the selected employee.
2. Click Resource Details.
The Resource window opens and is populated with your selection.
3. Specify a salesperson number for the resource. Since you have changed your profile
option, it is empty.
4. In the Receivables tab, verify that the default Date Active is the correct one.
5. Enter the information for Sales Credit type.
6. Save your work.
The employee is a salesperson in both organizations.
7. (Optional) Repeat the entire procedure including first resetting the profile option to
assign the salesperson to an additional organization.

Guidelines
You can also create a salesperson in multiple organizations using the HTML-based
Resource Manager, but you first must set your profile option in Forms.

Phase I: Setting Up Resource Manager 4-17

Dening Role Types
A role type is a broad descriptive category such as "Sales" that contains one or more
roles. A role is a more detailed descriptive categories such as "Sales Representative"
or "Sales Manager". Resource Manager is delivered with many predefined Role
Types. Perform the following steps to define additional custom Role Types for your
company. Make sure that a role type exists with which you can associate the new role.

Prerequisites
None

Responsibility
• CRM Administrator or
• CRM Resource Manager

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Setup > Role Types.
The Application Object Library: JTF_RS_ROLE_TYPES Lookups window displays
existing Role Types.
2. Use the down arrow to scroll to the bottom of the list of Role Types.
3. Select the last entry in the record and choose File > New to add a blank field.
4. Enter the name of the new Role Type in the blank field at the bottom of the list.
5. In the Meaning field, enter the CRM module for which this Role Type is created.
6. Choose File > Save to complete the Role Type definition.

Dening Roles in Forms

A Role may encompass one or more job descriptions and job titles. Use Roles to assign
responsibilities to resources, resource groups and resource teams. Resource Manager is
delivered with pre-defined Roles for all CRM modules. Perform the following steps in
Forms to define additional custom Roles for your enterprise.

Prerequisites
Make sure that a Role Type exists with which you can associate the new Role.
Note: When a sales role is associated with a resource that is attached to a
group with no group member role, the OIC application may provide the
sales representative with incorrect compensation and may incorrectly
roll up the hierarchy.

Responsibility
• CRM Administrator or
• CRM Resource Manager

4-18 Oracle Common Application Components Implementation Guide

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Setup > Roles.
2. Enter your values in the Code and Name fields. Choose a Role Type from the list of
values (LOV). The role code can only be entered in upper case.
3. Select the Active box to make the Role active. Select one or more of the role
attribute check boxes–Member, Lead, Admin, Manager–to associate the Role to a
responsibility. See the Resource Roles Attributes table in the Guidelines section
for descriptions of these role attributes.
4. Select one or more Job names in the job region to map the reource roll to a job roll
in HRMS.
5. Select File > Save to complete the Role definition.
The new role name registers in the Role Name field in Resource Manager. The
following table describes resource role attributes.

Guidelines
The following table describes resource role attributes used in the Resource Manager.

Resource Role Attributes

Check Box Action

Member Identifies the role name as a member of the role.

Lead Identifies the role name as a lead for the role.

Active Identifies the role as active.

Admin Identifies the role as administrative.

Manager Identifies the role as managerial.

Seeded (Read-only) Identifies the role as seeded.

Dening Roles in HTML

A Role Type is a category of roles associated with a particular CRM module. Resource
Manager is delivered with pre-defined Role Types for all CRM modules. Perform the
following steps in HTML to define additional custom Roles for your enterprise. Ensure
that a role type exists with which you can associate the new role.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Setup tab, click the Roles subtab and then click the Create button.

Phase I: Setting Up Resource Manager 4-19

 2. In the Create Role page, enter the required information in the Role Name, Role
Code, and Description fields and select a role type from the drop-down list.
3. Select the required role attributes from the check boxes and then lick the Create
button.

Specifying Role Attributes

Attributes aid in grouping different roles together when defining a resource reporting
hierarchy. This hierarchy is used in sales product families, such as Sales Online
and Telesales, to control the data access privilege (customer, sales lead, and sales
opportunity) as well as sales forecast rollup and incentive compensation plan. It is also
used for workflow notifications and escalations. You can have more than one attribute
such as Admin and Manager as each has different functions. However, you would not
select Lead and Manager, for example, because Lead is a subset of Manager.
Example
You set up an escalation for service requests and tasks, notifications for members of
groups go to the manager. Therefore, besides defining a role, you also need to specify
the role attribute information for this new role by selecting the following seeded role
attribute check boxes:
• Member: Default when another attribute is not chosen (Lead, Administrator,
Manager).
• Lead: Used in the context of team lead.
• Admin: Used to view and modify information about other group members. In the
HTML Resource Manager, only a user in a group with either the Administrator
or Manager group member role can update group member and group hierarchy
information.
• Manager: Used to set up the group reporting hierarchy. For example, all the
forecasts for a group of sales representatives roll up to the person with the Manager
role attribute in that group. In addition, a user with the Manager group member
role can update the group member and group hierarchy information in the HTML
Resource Manager.
Perform the following steps to view roles and role attributes.

Prerequisites
A role must exist before it can be viewed.

Responsibility
• CRM Administrator or
• CRM Resource Manager

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Setup > Roles.
2. On the application tool bar, click View > Find All.

4-20 Oracle Common Application Components Implementation Guide

 Information populates the window.
3. Use the up and down arrows to move through the various role definitions.
As the role type changes, you can also view the responsibilities associated with
each role.

Dening Skill Levels in HTML

Defining skill levels in HTML is accomplished by assigning a numeric value to a skill
rating and changing the value of the skill rating if required. Instruction for performing
these steps are contained in the following sections:
• Assigning a Numeric Value to a Skill Rating, page 4-21
• Changing Skill Rating Values, page 4-22

Assigning a Numeric Value to a Skill Rating

Use the Define Skill Levels window in HTML to enter the name of the skill level and its
associated numeric value. Once this is specified, an individual resource can select an
appropriate skill level from the list of values of the Level field in the Rate Skill window
to rate his technical skills. These skill levels are standard regardless of whether or not
the resource is rated at product, platform, or problem code level. The numeric values
for the related skill levels can be a part of the calculation when selecting the optimal
individual for a service request.
Use the following rules to define skill level information:
• No two skill ratings can have the same numeric value or the same name.
• Only positive integers are acceptable in the Numeric Value field.
• There is no change to the numeric value of “Not Applicable” (N/A).
• The sorting order depends on the numbers assigned to the values.
Perform the following steps to assign a numeric value to a skill rating.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Setup tab and click the Skill Levels subtab.
2. Enter a numeric value in the skill rating you want to modify.
3. Click Update to modify the information or click Restore to reset the original values
in the window.
Note: Possible combinations for defining skills include:
• Product
• Category
• Product and component
• Product and problem code

Phase I: Setting Up Resource Manager 4-21

 • Problem code
• Problem code and category
• Platform
• Platform and Category
• Product and category
• Category, product, and component

Changing the Name of a Skill Rating

The skill levels are editable, but you cannot delete any of them without entering a new
name or value. Otherwise, an error message occurs saying “Level Name cannot be null”
or “Numeric Value cannot be null.” Perform the following steps to change the name of
a skill rating.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Setup tab and click the Skill Levels subtab.
2. Select the skills rating you want to modify and enter a new name in the text field.
3. Click Update to modify the information or click Restore to reset the original values
in the window.

Publishing Workow Business Events

Resource Manager publishes Workflow business events such as creating and importing
resources, updating resources, and end dating resources using the Oracle Workflow
Business Event System. Applications that contain data directly affected by these events
can subscribe to them and synchronize or modify their data accordingly. For example if
a resource that is assigned to a Task is end dated, this action is published or "raised" as a
business event. Task Manager, can consequently subscribe to this event and reassign the
task to another resource.

The Oracle Workow Business Event System

The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager and workflow
process event activities.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.

4-22 Oracle Common Application Components Implementation Guide

Resource Manager Events
When a resource is created, imported, updated, or deleted, the Resource Manager APIs
call wrapper APIs that raise the following events:

Resource Manager Events

Event Description

Resource Create This event is raised for all newly created and
imported resources.

Resource Update User This event is raised for resources whose

USER_ID data has changed.

Resource Update dateEffectivity This event is raised for all resources that have a
modified start date active or end date active.

Resource Update Attribute This event is raised for all the resources that
have a changes in the following attributes:
• RESOURCE_NAME

• TIME_ZONE

• COST_PER_HR
• PRIMARY_LANGUAGE

• SECONDARY_LANGUAGE

• IES_AGENT_LOGIN

• SERVER_GROUP_ID

• ASSIGNED_TO_GROUP_ID

• COST_CENTER

• CHARGE_TO_COST_CENTER

• COMPENSATION_CURRENCY_CODE

• COMMISSIONABLE_FLAG

• HOLD_REASON_CODE

• HOLD_PAYMENT

• COMP_SERVICE_TEAM_ID

• SUPPORT_SITE_ID

Resource Delete This event is raised for deleted resources.

Assign new role to resources This event assigns new roles to resources

Assign new role to resources within a resource This event assigns new roles to resources within
group or team a resource group or team

Update existing role for a resource This event updates existing roles for a resource

Update existing role for a resource This event updates existing roles for a resource
within a resource group or team

Delete role from a resource This event deletes roles from resources

Phase I: Setting Up Resource Manager 4-23

 Event Description

Delete role from a resource within a resource This event deletes roles from resources within a
group or team resource group or team

Merge resources This event merges resources

Example: Importing a Resource

In this example, the Oracle Mobile Field Sales team wants to populate its temporary
table with all newly imported/created resources in Resource Manager. This process is
accomplished as follows:
1. A new employee is hired to fill an open position within the organization.
2. Resource Manager conducts its weekly import of new resources from HRM.
3. The new employee is imported into Resource Manager and the following new record
is created as an employee resource in the table JTF_RS_RESOURCE_EXTNS_VL:

Imported Resource Johnson Record

Resource Id Resource Name Category User Id

10001 Johnson Employee 101

4. Importing the resources into Resource Manager raises the following Resource Create
event in the Oracle workflow event Manager:

Resource Create Event

Event Name Event Key

oracle.apps.jtf.jres.resource.create oracle.apps.jtf.jres.resource.create-1001

5. Oracle Mobile Field Sales subscribes to the Resource Create event, every time a user
syncs from a remote location to determine whether any new records have been
created in Resource Manager. Because the field sales application is used mostly
offline, new resource records may not be replicated into the local database, there
fore, by subscribing to the event, field sales can get up to date records when a user
syncs to replicate the online database.

Subscription for Resource Create Event

Event Filter Phase Status Rule Function

oracle.apps.jtf.jres. >100 Enabled OracleMo-

resource.create bileFieldSales.
ResourceCreated

The Oracle Mobile Field Sales team owns the rule function, OracleMobileFieldSales.
ResourceCreated, and has the logic to populate their temporary table with all newly
imported or newly created resources in Resource Manager.

4-24 Oracle Common Application Components Implementation Guide

 1. The sales manager with the open position syncs the sales manager’s laptop to
replicate its data with the system’s data using the temporary table. After completing
the sync, the sales manager sees the new employee record and is able to assign the
open opportunities to the new salesrep as well as adding the new salesrep to the
manager’s sales group.

Example: Updating a Resource

In this example, Oracle Service only assigns the following resources to a Service Request
if the resource is attached to an FND user:

Resource Johnson Data

Resource Resource Category User Id Start Date End Date Time Zone
Id Name

10001 Johnson Employee 101 01-01-2002 None Pacific

Updating the USER_ID Value

If the Service Request is already assigned to a resource that has a USER_ID value
attached and Resource Manager changes the USER_ID value to NULL, then Oracle
Service must reassign the Service Request to a different resource.
1. Resource Johnson is attached to a valid FND user and is assigned to the following
Service Request:

Service Request for Resource Johnson

Service Request Id Service Request Assignee Id Assignee Name
Name

1001 Software Problem 10001 Johnson

2. The FND user record with USER_ID value 101 is deleted in FND Applications.
3. Resource Manager performs the following steps to update the record for the
resource, Johnson:
1. Resource Manger executes the ’Synchronize Application user name’ Concurrent
Program to update the USER_ID attached to ’Johnson’ to NULL

Updated Record for User Johnson

Resource Id Resource Name Category User Id

10001 Johnson Employee NULL

2. Resource Manager simultaneously raises the Business event, oracle.apps.jtf.jres.

resource.update.user with the following parameters:

Phase I: Setting Up Resource Manager 4-25

 Resource Update Event
Parameter Name Parameter Value

RESOURCE_ID 10001

CATEGORY EMPLOYEE

OLD_USER_ID 101

NEW_USER_ID NULL

4. The service request subscribes to the resource update event with the following
details:

Subscription for Resource Update Event

Event Filter Phase Status Rule Function

oracle.apps.jtf.jres. >100 Enabled OracleService.

resource.update.user ResourceUserUpdated

Oracle Service owns the rule function OracleService.ResourceUserUpdated that contains

the logic to reassign the resource to a resource that has a valid USER_ID attached.

When START_DATE_ACTIVE and/or End_DATE_ACTIVE is Changed

In this example, Oracle Service only assigns the resources to a Service Request if the
resource is valid in Resource Manager because the service request assignment period
exists within the Resource start date and end date. If the Service Request is already
assigned to a resource and Resource Manager changes the date effectivity of that
resource, Oracle Service must reassign the Service Request to some other resource.
1. Resource Johnson is assigned to the following Service Request from 08-01-2002
to 08-01-2003:

Service Request for Resource Johnson

Service Service Assignee Id Start Date End Date
Request Id Request Name

1001 Software 10001 08-01-2002 08-01-2003

Problem

2. The Resource Johnson is updated and a business event is raised.

1. Resource, Johnson is end dated in Resource Manager with the end
date, ’08-01-2002:

4-26 Oracle Common Application Components Implementation Guide

 Modied Record for Resource Johnson
Resource Id Resource Category Start Date End Date
Name

10001 Johnson Employee 01-01-2002 08-01-2002

2. Resource Manager raises the event, oracle.apps.jtf.jres.resource.update.

effectivedate with the following parameters:

Resource Update Event

Parameter Name Parameter Value

RESOURCE_ID 10001

CATEGORY EMPLOYEE

RESOURCE_NAME Johnson

OLD_START_DATE_ACTIVE 01-01-2002

OLD_END_DATE_ACTIVE NULL

NEW_START_DATE_ACTIVE 01-01-2002

NEW_END_DATE_ACTIVE 08-01-2002

3. Service request subscribes to the resource update event with the following details.

Subscription for Resource Update Event

Event Filter Phase Status Rule Function

oracle.apps.jtf.jres. >100 Enabled OracleService.

resource.update. ResourceDateUpdated
effectivedate

Oracle Service owns the rule function OracleService.ResourceDateUpdated and has the
logic to reassign the resource to a resource with a valid date effectivity.

When Resource Time Zone is Changed

In this example, Oracle Service assigns the resources to a service request that depends on
the time zone of the resource. If the Service Request is already assigned to a resource and
Resource Manager changes the time zone of that resource, Oracle Service must reassign
the Service Request to some other resource.
1. Resource Johnson is assigned to the following Service Request that has a time zone
’Pacific’:

Phase I: Setting Up Resource Manager 4-27

 Service Request Assignment
Service Request Id Service Request Assignee Id Time Zone
Name

1001 Software Problem 10001 Pacific

2. The resource is modified as follows:

1. Time zone for the resource, Johnson is changes from ’Pacific’ to ’Central’:

Modied Service Request Assignment

Service Request Id Service Request Assignee Id Time Zone
Name

1001 Software Problem 10001 Central

2. Resource Manager simultaneously raises the Business event, oracle.apps.jtf.jres.

resource.update.attributes with the following parameters:

Resource Update Event

Parameter Name Parameter Value

RESOURCE_ID 10001

CATEGORY EMPLOYEE

RESOURCE_NAME Johnson

OLD_ TIME_ZONE Pacific

NEW_ TIME_ZONE Central

3. Service request subscribes to the resource update event with the following details:

Subscription to Resource Update Event

Event Filter Phase Status Rule Function

oracle.apps.jtf.jres. >100 Enabled OracleService.

resource.update. ResourceTimeoneUpdated
attributes

Oracle Service owns the rule function, OracleService.ResourceTimeoneUpdated that

contains the logic to reassign the resource to a resource that has a required time zone.

Example: Deleting a Resource

In this example, only Resource of type ’TBH’ such as the following resource can be
deleted using the delete resource API:

4-28 Oracle Common Application Components Implementation Guide

 Resource Abraham Example
Resource Id Resource Category User Id Start Date End Date
Name

10002 Abraham Other NULL 01-01-2002 NULL

Task Manager assigns the resources to a Task only if that resource exists in Resource
manager. If the Task is already assigned to a resource and Resource Manager deletes that
resource, Task Manager needs to reassign that Task to some other existing resource.
1. Resource Abraham is assigned to the following Task from 08-01-2002 to 08-01-2003:

Task Assignment
Task Id Task Name Resource Id Resource Start Date End Date
Name

1002 Product 10002 Abraham 08-01-2002 08-01-2003

Presentation

2. Resource, Abraham is deleted using the API Resource Public API

jtf_rs_resource_pub.delete_resource.
3. Because resource, Abraham is deleted, Task Manager must reassign the task to
a different resource. To accomplish this, Resource Manager raises the Business
event, oracle.apps.jtf.jres.resource.delete with the following parameters:

Resource Delete Event

Parameter Name Parameter Value

RESOURCE_ID 10001

4. Task Manager subscribes to the resource update event with the following details:

Resource Delete Event Subscription

Event Filter Phase Status Rule Function

oracle.apps.jtf.jres. >100 Enabled TaskManager.

resource.delete ResourceDeleted

Task Manager owns the rule function, TaskManager.ResourceDeleted is the Rule

function that contains the logic to reassign the resource to an existing resource.

Steps
This section provides instructions for publishing Resource Manager business events.

Phase I: Setting Up Resource Manager 4-29

Create Resource
Perform the following to raise a business event using the jtf_rs_wf_event_pub.create_
resource wrapper API:
1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList
• RESOURCE_ID
• RESOURCE_NAME
• CATEGORY
• USER_ID
• START_DATE_ACTIVE
• END_DATE_ACTIVE
2. Event_key will be ’oracle.apps.jtf.jres.resource.create-’||jtf_rs_wf_event_guid_s.
nextval.
3. Raise the Event, oracle.apps.jtf.jres.resource.create using the workflow
API, Wf_event.Raise.

Update Resource
Perform the following to raise a business event using the jtf_rs_wf_event_pub.update_
resource API:

When the user_id is updated

1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList.
2. RESOURCE_ID
3. CATEGORY
4. RESOURCE_NAME
5. OLD_USER_ID
6. NEW_USER_ID
7. Event_key will be ’oracle.apps.jtf.jres.resource.update.user-’||jtf_rs_wf_event_guid_
s.nextval.
8. Raise the Event, oracle.apps.jtf.jres.resource.update.user using the workflow
API, Wf_event.Raise.

When Start Date Active or End Date Active is changed

1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList
2. RESOURCE_ID
3. CATEGORY
4. RESOURCE_NAME
5. OLD_START_DATE_ACTIVE
6. OLD_END_DATE_ACTIVE

4-30 Oracle Common Application Components Implementation Guide

 7. NEW_START_DATE_ACTIVE
8. NEW_END_DATE_ACTIVE
9. Event_key will be ’oracle.apps.jtf.jres.resource.update.effectivedate-’|| jtf_rs_wf_
event_guid_s.nextval.
10. Raise the Event, oracle.apps.jtf.jres.resource.update.effectivedate using the workflow
API, Wf_event.Raise.

When any of the following attributes changed

RESOURCE_NAME
• TIME_ZONE
• COST_PER_HR
• PRIMARY_LANGUAGE
• SECONDARY_LANGUAGE
• IES_AGENT_LOGIN
• SERVER_GROUP_ID
• ASSIGNED_TO_GROUP_ID
• COST_CENTER
• CHARGE_TO_COST_CENTER
• COMPENSATION_CURRENCY_CODE
• COMMISSIONABLE_FLAG
• HOLD_REASON_CODE
• HOLD_PAYMENT
• COMP_SERVICE_TEAM_ID
• SUPPORT_SITE_ID
• Add the following parameters into the parameter list using, wf_event.Add
ParameterToList
• RESOURCE_ID
• CATEGORY
• OLD_RESOURCE_NAME
• OLD_TIME_ZONE
• OLD_COST_PER_HR
• OLD_PRIMARY_LANGUAGE
• OLD_SECONDARY_LANGUAGE
• OLD_IES_AGENT_LOGIN
• OLD_SERVER_GROUP_ID
• OLD_ASSIGNED_TO_GROUP_ID
• OLD_COST_CENTER

Phase I: Setting Up Resource Manager 4-31

 • OLD_CHARGE_TO_COST_CENTER
• OLD_COMPENSATION_CURRENCY_CODE
• OLD_COMMISSIONABLE_FLAG
• OLD_HOLD_REASON_CODE
• OLD_HOLD_PAYMENT
• OLD_COMP_SERVICE_TEAM_ID
• OLD_SUPPORT_SITE_ID
• NEW_RESOURCE_NAME
• NEW_TIME_ZONE
• NEW _COST_PER_HR
• NEW _PRIMARY_LANGUAGE
• NEW _SECONDARY_LANGUAGE
• NEW _IES_AGENT_LOGIN
• NEW _SERVER_GROUP_ID
• NEW _ASSIGNED_TO_GROUP_ID
• NEW _COST_CENTER
• NEW _CHARGE_TO_COST_CENTER
• NEW_COMPENSATION_CURRENCY_CODE
• NEW _COMMISSIONABLE_FLAG
• NEW _HOLD_REASON_CODE
• NEW _HOLD_PAYMENT
• NEW _COMP_SERVICE_TEAM_ID
• NEW _SUPPORT_SITE_ID
• Event_key will be ’oracle.apps.jtf.jres.resource.update.attributes-’|| jtf_rs_wf_event_
guid_s.nextval.
• Raise the Event oracle.apps.jtf.jres.resource.update.attributes using the workflow
API, Wf_event.Raise.

Delete Resource
Perform the following to raise a business event using the jtf_rs_wf_event_pub.delete_
resource API.
1. Add the RESOURCE_ID parameter into the parameter list using, wf_event.Add
ParameterToList
2. Event_key will be ’oracle.apps.jtf.jres.resource.delete-’ || jtf_rs_wf_event_guid_s.
nextval.
3. Raise the Event, oracle.apps.jtf.jres.resource.delete using the workflow
API, Wf_event.Raise.
4. Only Resource of ’TBH’ can be deleted using the delete resource API.

4-32 Oracle Common Application Components Implementation Guide

 5
Phase II: Managing Resources

This chapter covers the following topics:

• Overview of Managing Resources
• Finding a Resource in Forms
• Finding and Changing a Resource in HTML
• Configuring Resource Fields for Updates
• Assigning Additional Resource Attributes
• Synchronizing End Dates for Partner and Employee Resources
• Creating Groups in Forms
• Creating Groups in HTML
• Defining Dynamic Groups in Forms
• Defining Dynamic Groups in HTML
• Viewing Group Hierarchy in Forms
• Viewing Role Details
• Assigning Roles to Resources
• Assigning Resources to Groups
• Defining Teams in Forms
• Defining Teams in HTML
• Configuring Group and Team Member Notifications
• Moving a Group of Salespersons from One Compensation Analyst to Another
• Running a Group Audit Report
• Viewing an Audit Report
• Running a Group Structure Report
• Viewing a Group Structure Report
• Running Resource Skills Report
• Viewing Resource Skills Report

Phase II: Managing Resources 5-1

Overview of Managing Resources
Implementing Resource Manager takes place in two phases. In the first phase, you set
up Resource Manager by defining and configuring required components. In the second
phase, you use Resource Manager to manage your resources. This chapter provides
detailed instructions for Phase II: Managing Resources. This section contains a summary
of the steps for managing resources with Resource Manager. Detailed instructions for
these steps are provided in the subsequent sections.

Finding and Viewing Resources

After importing a resource into Resource Manager, you can find and view the resource
and manage it by performing any of the actions described in the remainder of this
chapter. Instructions for finding and viewing resources are contained in the following
sections:
• Finding a Resource in Forms, page 5-4
• Finding a Resource in HTML, page 5-5

Modifying Resources
You can modify resources by configuring resource fields for updates in HTML, assigning
additional attributes to resources in Forms, or synchronizing end dates for partner
relationship resources in Forms. You can also modify some resource information by
searching for a resource and then changing the resource’s data as required.

Conguring Resource Fields for Updates

If you are using the HTML version of Resource Manager, then the appropriate users or
system administrators with the Resource Self Service Administrator responsibility must
set up the Define Resource Fields for Update window. This is used to determine which
fields for the resource’s personal information can be updated and how the update should
occur. Instructions for performing this step are contained in the Configuring Resource
Fields for Updates section, page 5-6.

Assigning Additional Resource Attributes

In the Forms-based version of Resource Manager, you can add additional attribute
information if the resource is used by one of the following e-Business applications:
• Service
• Interaction Center
• Compensation
• Receivables
Instructions for performing this step are contained in the Assigning Additional Resource
Attributes, page 5-6 section.

Synchronizing End Dates for Partner Relationship Resources

Resource Manager enables you to synchronize the end date of an imported partner
relationship resource with the end date of the partner relationship resource from
which it was imported. For instance, if you import a partnership resource from an
application such as OSO and the end date for that partnership resource is subsequently
changed in OSO, you must reflect this change in the imported resource. Instructions for

5-2 Oracle Common Application Components Implementation Guide

 pilfering this step are contained in the Synchronizing End Dates for Partner Relationship
Resources section, page 5-8.

Dening Groups
You can organize and manage your resources by defining groups to which they can be
assigned. You can create groups in the Forms-based or HTML versions of Resource
Manager, define dynamic groups, and view group hierarchy.

Creating Groups in Forms

The Forms-based version of Resource Manager enables you to create groups, to assign
them roles, and to use the exclusive flag feature. You can only assign existing roles
to a resource group in Forms. Instructions for this step are contained in the Creating
Groups in Forms section, page 5-9.

Creating Groups in HTML

The HTML version of Resource Manager enables you to create groups and to assign new
or existing roles to those groups. You cannot, however use the exclusive flag feature
in HTML. Instructions for this step are contained in the Creating Groups in HTML
section, page 5-11.

Dening Dynamic Groups

You can define a dynamic group based on criteria specified in a SQL
statement. Instructions for this step are contained in the Defining Dynamic Groups
section, page 5-12.

Viewing Group Hierarchy

Resource Manager enables you to view group hierarchy including managers and
subordinates for a group or resource. Instructions for this step are contained in the
Viewing Group Hierarchy section, page 5-14.

Managing Roles and Groups

You can manage roles and groups by viewing role details, assigning roles and group
membership to resources, and setting up group member notification.

Viewing Role Details

Instructions for this step are contained in the Viewing Role Details section, page 5-15.

Assigning Roles to Resources

In HTML, you can attach a roles to resources. A Role is comprised of a Role Type, a
Role, and a start and end date. Instructions for this step are contained in the Assigning
Roles to Resources section, page 5-16.

Assigning Resources to Groups

In HTML, you can assign resources to a Group. Group membership is comprised of a
Group, Role Type, Role, and a start and end date. Instructions for this step are contained
in the Assigning Resources to Groups section, page 5-16.

Phase II: Managing Resources 5-3

Dening Teams
You can organize resource and groups by organizing them in teams. A team is a
collection of groups and resources that is organized to accomplish a specific task or
objective. Instructions for this step are contained in the Defining Teams section, page
5-17.

Running Reports
Resource Manager enables you to obtain a variety of information about resources, groups
and skills by running the following reports:
• Running an Audit Report, page 5-28
• Viewing an Audit Report, page 5-29
• Running a Group Structure Report, page 5-30
• Viewing a Group Structure Report, page 5-31
• Running Resource Skills Report, page 5-31
• Viewing Resource Skills Report, page 5-32

Finding a Resource in Forms

In Forms, use the Find Resources window to perform the following actions:
• Defining a search criteria to find one or more resource summaries
• Defining a Salesperson
You can search for a resource on any single or combination of fields. Perform the
following steps to find one or more resource summaries.

Prerequisites
Create or Import a Resource

Steps
1. Log on to the system with the CRM Administrator or CRM Resource Manager
responsibility and in the navigator, navigate to the Navigator - CRM (or CRM
Resource Manager) Administrator window.
2. Select Resource Manager > Maintain Resources > Resources.
3. Search for the resource using any required parameters including the following. You
can search for resources using partial characters such as "johnso" instead of "johnson":
• Number
• Category
• Transaction Number
• Name
4. (Optional) Enter the required dates for the resource in the Start Date and End Date
fields.
5. Click Find.

5-4 Oracle Common Application Components Implementation Guide

 The Resource Search Results window opens with a list of resources that met your
criteria.
6. Select your resource and click Resource Details.
The Resource window opens. From here, you can select the appropriate tab to view
more details for the selected resource.

Finding and Changing a Resource in HTML

You can use the HTML version of Resource Manager to find and modify resources whose
category is Employee, Party, Partner or Supplier Contact.

Responsibility
• CRM Application Foundation User
• Resource Self Service Administrator (for administrative purposes)

Steps
1. Navigate to the Resources tab and click the appropriate subtab depending on the
type of resource you wish to locate. Resource categories include:
• Employees
• Parties
• Partners
• Supplier Contacts
2. Enter the resource name in the Resource Name field and click the Go button.
3. In the search results page, you can optionally view the resource’s
manager, organization information, and skills, or you can update the resource’s
information by clicking the appropriate icon next to the resource.
4. To view resource details click, the resource in the search results page. Resource
details include:
• The resources picture if it is available
• Phone/Email
• Work Address
• Salesperson Details
• Service
• Active Roles
• Group Membership
5. You can optionally modify some resource information such as Personal
Details, Salesperson Details, and Service. You can also assign or revoke resource
roles and can add resource to or remove them from groups. Some resource
information such as Phone, Fax, Email, and Address is imported from HRMS and
cannot be modified.

Phase II: Managing Resources 5-5

Conguring Resource Fields for Updates
Administrators can set up resource fields for to be updated as follows:
• Full Update: Anyone can update the field without approval or workflow notification.
• Update With Notification: Anyone can update the field but it requires that a
workflow notification be sent to the appropriate individual.
• Update With Approval: Anyone can update the field but it requires an approval first.
• No Update: No one can ever update the field.
By using the previous four update options, administrators can define the following
specific fields that can and cannot be changed, as well as how those fields can be
modified (with approval or with notification only):
• Preferred Name: Resources can enter and maintain their full name information.
• Resource Address: Resources can enter and maintain their work address
information.
• Work Phone Number: Resources can enter and maintain their work phone number.
• E-mail Address: Resources can enter and maintain their e-mail address information.
Perform the following steps to add or modify field updates for a resource.

Prerequisites
You must have the Resource Self Service Administrator responsibility.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Setup tab and click the Resources subtab.
2. Modify preferences for each field by selecting the option button for the type of
update you want to define.
3. Click theUpdatebutton and then click the Edit Details to return to the Define
Resource Fields for Update window.

Guidelines
Users with the Resource Self Service Administrator responsibility can determine which
fields (preferred name, resource address, work phone number, and e-mail address)
can be updated and how the update should occur, such as full update, update with
notification, update with approval, or no update. Detailed information is covered in the
11i Implement Common Application Components course.

Assigning Additional Resource Attributes

In Forms, you can assign or view additional resource information if the resource is used
by other applications. In the following tabs you can add additional information:
• Service: You define the time zone for resources and cost per hour. You can enter or
view the Support Site information. This information populates automatically in the

5-6 Oracle Common Application Components Implementation Guide

 Assignment Manager if the resource is selected. Note that you define the currency
type in the Compensation tab.
• Interaction Center: You can view the e-mail addresses and the agent IDs of resources
associated with the eMail Center or Interaction Center modules here. This tab is used
primarily by the Interaction Center and eMail Center modules. Optionally, enter the
Scripting Agent Login if the employee uses Oracle Scripting. Use the Telephony
Parameters region to enter middleware configuration, parameters, and values
for the agent. Which telephony parameters are required and which values to
specify depend on the types of switch and CTI middleware used in the Interaction
Center. Optionally, use the Email Parameters region to specify the Interaction Center
Agent’s e-mail account, parameter, and value if the agent uses Oracle eMail Center
to work with e-mail work items. All fields are read-only. If the resource is not
associated with either center, these fields are blank.
• Compensation: Either view or define the Currency Type corresponding to the
Cost per Hour listed on the Service tab. This information is primarily used by the
Sales application.
• Receivables: Identify a salesperson by entering additional information in the
Receivables tab. The attributes defined here are used by Oracle Accounts Receivables.
You can view only personal information about the resource in the Miscellaneous tab.
You can search for a resource on any single or combination of fields. Perform the
following steps to find one or more resource summaries.

Prerequisites
A Resource has been created or imported.

Responsibility
• CRM Administrator or
• CRM Resource Manager

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Maintain Resources > Resources.
2. Choose one or more parameters upon which to search.
3. Click Find.
The Resource Search Results window opens with a list of resources that met your
criteria.
4. Select your resource and Click Resource Details.
The Resource window opens. From here, you can select the appropriate tab to add
more details for the selected resource.
5. Save your work.

Phase II: Managing Resources 5-7

Guidelines
For complete instructions, refer to “Setting Up Telephony Parameters” in Implementing
Oracle Telephony Manager.

Synchronizing End Dates for Partner and Employee Resources

This section provides instructions for synchronizing the end date of an imported
partnership or employee resource in Resource Manager with the original partnership or
employee resource in the application from which it was imported. The synchronization
process also enables you to augment the end date with a unit of time specified in the
appropriate profile option. This provides additional time to process the termination of
the partnership or employee resource instead of doing so on the end date.

Prerequisites
A partner or employee relationship must be created in an environment such as OSO
and imported by Resource Manager. The partner or employee relationship must
subsequently be end dated in the application from which it was imported, either by
specifying an end date or by making the partner relationship resource inactive.

Responsibility
CRM Administrator
Resource Self Service Administrator

Navigation
Log in to the Forms interface and access the navigator.

Steps
1. Navigate to Resource Manager>Others>Profile and select the "Resource active days
after termination of relationship" profile option.
2. Specify the number of days after the end date that you want to terminate the partner
or employee relationship, and save your work.
3. Navigate to Resource Manager>Others>Requests>Run and select the option for
running a single request.
4. Locate and run the appropriate concurrent program:
• For partnership resources run the "Synchronize Parties and Partners" concurrent
program.
• For employee resources, run the "Synchronize Employees" concurrent program.
5. Check the partner or employee relationship resource to ensure that the end date has
been synchronized according.

See Also
• Importing Individual Resources, page 4-4
• Mass Importing Resources from other e-Business Applications, page 4-3
• Setting Profile Options, ERROR: linkend not in current document and
TARGET_BOOK_TITLE missing

5-8 Oracle Common Application Components Implementation Guide

 • Running Concurrent Programs, ERROR: linkend not in current document and
TARGET_BOOK_TITLE missing

Creating Groups in Forms

In this Forms-based procedure, an individual or group resource can belong to more than
one group. Either search for an existing group or create a new group; then define the
group’s members, roles, usages, and relations. Perform the following steps to define
a resource group.
Note: To view a group in HTML that was created in Forms, you must
specify a member role.

Steps
1. Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator
window. using either the CRM Administrator or CRM Resource Manager
responsibility.
2. Select Resource Manager > Maintain Resources > Groups.
3. (Optional) To find an existing resource group, use this procedure.
1. On the application tool bar, click View > Find.
2. In the Find Group window, select a group name from the list of values (LOV) in
the Group Name field and click Find.
The application populates the Results region with the group name search results.
3. Select a group name in the Results table and click OK.
The application populates the Define Groups window with the group
information.
4. To create a new resource group, then use this procedure.
1. Enter a group name in the Name field.
2. Enter a brief description of the group in the Description field.
3. Enter the effective dates for the team in the Start and End fields.
5. (Optional) Select the Exclusive Flag check box to assign resources to this group with
a particular member role and usage that is not assigned to any other exclusive group
with the same member role and usage, in the same time frame.
6. In the Members tab, select a resource category and member number from the LOV in
the Category and Number fields.
The application populates the Name field with the member’s name and affiliated
organization.
7. (Optional) Select a member name and click one of the available buttons.
For a detailed description of the group member button options, see the Resource
Group Member Buttons table in the Guidelines section.
8. In the Roles tab, select a role type and role name from the LOV in the Role Type
and Role fields.

Phase II: Managing Resources 5-9

 The roles relationship to its category is indicated by the role attributes check box
selections.
9. In the Used In tab, select one or more usage descriptions from the LOV in the Usage
field.
10. Choose File > Save.
11. Select either the Parent Group or Child Group tab depending on the relation type.
12. Select a group number from the LOV in the Group Number field of the selected tab.
The application populates the Group Name field of the Parent Group or Child
Group tab.
13. Select effective dates for the relation from the LOV in the Start and End Date fields. If
the group contains group member, group roles, or parent/child group hierarchies
whose end date exceeds the group’s expiration date, you can optionally select Yes
when prompted to update all active roles and parent/child group hierarchies with
the group’s end date. Selecting No reverts the end date for members, roles, or group
hierarchies to their previous value and requires you to manually end date them
when you end date the group.
14. Choose File > Save to save the group definition.
The new group is accessible from the Group tab in the Resource window.
Note: If the reporting hierarchy needs to be changed, it is better to
delete a group member role rather than end dating it.

Guidelines
The following table describes the Resource Group member buttons.

Resource Group Member UI Components

Button or checkbox Action

Member Details button Opens the main Resource window and record
of the member.

Move Member button Opens the Move Member window, where you
can assign the member to another group and
can move member roles to another group.

Member Roles Opens the Member Roles window, where you

can define the member role type, name, and
effective dates.

The following table describes the Define Group tabs.

5-10 Oracle Common Application Components Implementation Guide

 Dene Group Tab Descriptions
Tab Description

Members Use this tab to define the member category

and member number of the group.You can also
view a members details, assign the member to
another group, and view a members role type
in this tab.

Roles Use this tab to define roles and role types for
the group.

Usages Use this tab to determine what CRM modules

use the group.

Parent Group Use this tab to define a group as a parent group.

Child Group Use this tab to define a group as a child group.

Creating Groups in HTML

A group is a collection of resources or other groups that is based on the similar
functionality or roles of its members.
Example
Vision Motor Corporation has several sales groups for different models. Linda, as
a sales manager, leads the Vision Model A Sales Group. She has three sales
representatives, John, Mark, and Carol, directly working for her. This Vision Model A
Sales Group can also consist of another resource group, Key Accounts West Group, to
handle sales in the west region for model A. A resource can belong to multiple
groups. For example, as a sales manager for model A, Linda may belong to another sales
group to provide model A information.
You can then create a new resource group, identify parent group name and group
usage, as well as assign group member information. Perform the following steps in
HTML to create a Group resource.
• If the row contains a Remove check box, you can select the check
box and update the window to delete the record. If the row contains
a Remove icon, click it to clear the row.
• You should not modify an HTML Calendar in the Resource Manager
or add either Calendar Group usages (PUBLIC CALENDAR
or HTML GROUP CALENDAR) to a new or existing Resource
Manager Group.
• Only one parent record can be specified for a specific period of
time. However, several child records can be active at once.
• Group role functionality is defined in the Forms version only. The
group role is particularly useful when a group is assigned to a team.

Prerequisites
The JTFRS: Group Update Access profile must be set to "None."

Phase II: Managing Resources 5-11

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Resources tab, click the Groups subtab and then click the Create
button.
2. Enter the required information in the Create Groups window including the name of
the group and the date from which it becomes active.
3. Optionally enter the following information for the group:
• Description. A description of the group.
• Parent Group. If you are creating a child group, use the search tool to locate
the parent group to which it belongs.
• Email. The group’s email address.
• Active To. The date on which the group is no longer active.
4. Optionally configure group membership information:
• Add members. To add group members, click the Members icon, click the Add
Members button and use the search window to locate and select the desired
resources.
• Assign roles to members. Click the search icon next to each group member to
locate and assign it the appropriate role.
• Dates active. Use the Active To and Active From fields next to each member to
optionally specify when it is active. The Active To field is required.
• Remove members. Click the Remove icon next to each group member that you
wish to remove.
5. Optionally specify the applications in which the group is used by clicking the Used
In icon and entering the required information.
6. Optionally specify any child groups that belong to this group by clicking the Child
Group icon and entering the required information. A child group cannot have
overlapping date ranges with its parent group.

Dening Dynamic Groups in Forms

You can create dynamic groups in the Forms-based and HTML versions of Resource
Manager. Dynamic groups use SQL statements to derive group members based on
specific requirements and cannot be hierarchical. Dynamic groups can have the
same name as resource groups and can contain the same members. With dynamic
groups, however, membership is derived exclusively from the SQL statement and
members cannot be added in the same manner as they are to resource groups.
After entering group name and usage information, you can then enter SQL statements in
the SQL Statement field. Click the Check Syntax button to check your code for syntax
errors before saving your work. This action creates a dynamic group, but not an actual
group which you would find in the list of values.

5-12 Oracle Common Application Components Implementation Guide

 Example
Interaction Center’s Telephony Manager uses Dynamic Groups for skill-based routing. In
active mode, Oracle Telephony Manager routes calls according to defined rules. The
active mode is the default mode of operation. In active mode, Oracle Telephony Manager
uses skill-based routing, a dynamic call routing intelligence that delivers inbound calls
to an agent who is appropriately skilled to meet the needs of the caller. When inbound
calls arrive at the switch, the switch issues a routing request. Oracle Telephony Manager
monitors the routing request, then applies skill-based routing rules, and identifies
suitably skilled agents. Meanwhile, a representation of the call waits in the virtual queue
within Oracle Telephony Manager. When a suitable agent becomes available, Oracle
Telephony Manager responds to the routing request and instructs the switch to deliver
the call to the agent’s extension through the Universal Work Queue, where more specific
pre-defined rules may apply in directing the call. In a dynamic group, the database
automatically updates information about individual group members.
The following code example shows how a dynamic group is created and the type of
information returned, which is the dynamic routing executes the workflow/procedure
to get an agent list.
Select Resource_ID from

JTF_IH_INTERACTIONS

where Party_ID=:CUSTOMER_ID

order by Last_update_date desc

Note: Oracle Interaction Center’s Telephony Manager commonly uses

dynamic groups for skill-based routing.

Perform the following steps to define a dynamic group.

Prerequisites
Resource Manager must be configured with Call Center usage.

Responsibility
• CRM Administrator or
• CRM Resource Manager

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Maintain Resources > Dynamic Groups.
2. In the Dynamic Groups window, enter a group name in the Name field.
3. Select a group usage from the Usage field.
4. Select the effective dates for the group from the list of values (LOV) in the Start
and End fields.

Phase II: Managing Resources 5-13

 5. Enter a brief description of the group name and usage in the Description field.
6. Enter the SQL statement to define a group.
7. Click Check Syntax to check the code for syntax errors.
8. Choose File > Save to save the group.
The new group name registers in the Group Name field in Resource Manager.

Dening Dynamic Groups in HTML

You can create dynamic groups in the Forms-based and HTML versions of Resource
Manager. Dynamic groups use SQL statements to derive group members based on
specific requirements and cannot be hierarchical. Dynamic groups can have the
same name as resource groups and can contain the same members. With dynamic
groups, however, membership is derived exclusively from the SQL statement and
members cannot be added in the same manner as they are to resource groups.
Note: This feature is not exposed for the Resource Manager and
Resource Self Service Administrator responsibilities.

Steps for Dening Dynamic Groups in HTML

1. In the Dynamic Groups window, click Create.
2. Enter required information such as Name, Used In, and Active Dates. and click
Apply.

Steps for Modifying Dynamic Groups in HTML

1. Select Dynamic Groups from the Quick Find menu, enter the name of the dynamic
group you wish to locate and click Go.
2. Select the dynamic group you wish to modify from list of search results.
Modify the resource information as required and click Update.

Viewing Group Hierarchy in Forms

You can use the group hierarchy feature in Forms to view the reporting structure for a
resource as well as the placement of a group within a group hierarchy. The first feature
enables you to view resources that are direct reports, or those that report to a specific
individual, however it does not identify a resource’s manager or subordinates. You can
restrict your view by resource category. The second feature enables you to obtain more
detailed information about a group including its members, roles, usages, as well as
hierachical information such as its parent and child groups.

Prerequisites
None

Responsibility
• CRM Administrator or
• CRM Resource Manager

5-14 Oracle Common Application Components Implementation Guide

Navigation
In the navigator, select Resource Manager > Maintain Resources > Group Hierarchy

Viewing Reporting Structure Steps

1. In the Group Hierarchy window, select a resource from the list of values (LOV) in
the Resource Name field and click View to view the groups of a particular resource
member.
2. Select a resource category from the Category LOV and click View to view the groups
and members of a resource category.
3. Select All from the Category LOV and click View if you want to view all the resource
groups and members in the database.

Viewing Group Hierarchy Steps

1. In the Group Hierarchy window, select a resource from the list of values (LOV) in
the Resource Name field and click View to view the groups of a particular resource
member.
2. In the Groups area, click the hyperlinked name of the group whose hierarchy you
wish to view.
3. Click the following tabs for specific group hierarchy information:
• Members
• Roles
• Usages
• Parent Groups
• Child Groups

Viewing Reporting Structure Guidelines

Selecting Reports Directly from the LOV in the View By field searches the database for
members that report directly to a specific resource.

Viewing Role Details

The Role Details window provides information on a selected role such as the
code, name, type, description, and the selected attributes.
Attributes aid in grouping different roles together when defining a resource reporting
hierarchy. This hierarchy is used in sales product families, such as Sales Online
and Telesales, to control the data access privilege (customer, sales lead, and sales
opportunity) as well as sales forecast rollup and incentive compensation plan. It is also
used for workflow notifications and escalations. You can have more than one attribute
such as Admin and Manager as each has different functions. However, you would not
select Lead and Manager, for example, because Lead is a subset of Manager. Perform the
following steps to view a role’s details.

Prerequisites
A role must exist before it can be viewed.

Phase II: Managing Resources 5-15

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Setup tab and then click the Roles subtab.
2. Narrow your search criteria by entering values in either the Role Code, Role
Name, or Role Type fields. You can search all fields, or just one. You can also use
wildcards to aid your search.
3. Click Search and then click the hyperlink of your preferred role.

Assigning Roles to Resources

Perform the following steps, in HTML, to attach a Role to a resource.

Prerequisites
Make sure that a Role Type exists with which you can associate the new Role.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Resources tab and click the appropriate subtab depending on the
resource to which you wish to assign roles. Resource categories include:
• Employees
• Parties
• Partners
• Supplier Contacts
2. Use the Simple Search page to locate the resource to which you want to add roles. On
the search results page, click the Update icon next to the resource.
3. Use the Active Roles section to select the role types, roles, and active dates for each
and then click the Update button.

Assigning Resources to Groups

Perform the following to assign a resource to a group.

Responsibility
Resource Self Service Administrator

Steps
1. Navigate to the Resources tab and click the Groups subtab.
2. Use the Simple Search page to locate the group to which you want to add resources
and then click the Update icon next to the resource in the search results page.
3. Click the Members icon and then click the Add Members button.

5-16 Oracle Common Application Components Implementation Guide

 4. Search for and select the members you wish to add to the group and then click
the Apply button.

Dening Teams in Forms

You can create a team in the Forms-based and HTML version of Resource Manager. For
example, you can specify exclusive flag and descriptive flexfield information in the
HTML version of Resource Manager but cannot do so in Forms. Perform the following
steps to define a team in Forms.

Prerequisites
You must define a resource group.

Responsibility
• CRM Administrator or
• CRM Resource Manager

Navigation
Navigate to the Navigator - CRM (or CRM Resource Manager) Administrator window.

Steps
1. Select Resource Manager > Maintain Resources > Teams.
2. (Optional) Use the following procedure to find an existing resource team.
1. On the application tool bar, click View > Find.
2. In the Find Team window, select a team name from the list of values (LOV) in
the Name field and click Find.
The application populates the Results region with the team name search results.
3. Select a team name in the Results table and click OK.
The application populates the Define Teams window with the group information.
3. Enter a team name in the Name field.
4. (Optional) Select the Exclusive Flag check box to assign resources to this team with a
particular member role and team usage that is not assigned to any other exclusive
team with the same role and usage, in the same time frame.
5. Enter a brief description of the team in the Description field.
6. Enter the effective dates for the team in the Start and End fields. If the team contains
team member, team roles whose end date exceeds the team’s expiration date, you
can optionally select Yes when prompted to update all active members and roles
with the team’s end date. Selecting No reverts the end date for members, or roles
to their previous value and requires you to manually end date them when you end
date the team.
7. In the Members tab, select a category and member from the LOV in Category, and
Number fields. For a detailed description of the group member button options, see
the Resource Group Member Buttons table in the Guidelines section.
The application populates the Name field with the member’s name.

Phase II: Managing Resources 5-17

 8. (Optional) Click Member Roles to assign team member roles to a team.
9. (Optional) Select a member name and click Member Details to view specific member
information.
10. In the Roles tab, select from the LOV in the Role Type and Role fields.
The roles relationship to its category is indicated by the role attributes check box
selections.
11. In the Usages tab, select from the LOV in the Name field.
12. Choose File > Save to save the team definition.
The new team is accessible from the Team tab in the Resource window.

Guidelines
The following table gives a description of the tabs located in the Define Team window.

Dene Team Tab Descriptions

Tab Description

Members Use this tab to define members of a team.

Roles Use this tab to define the team roles and role
types.

Usages Use this tab to determine what CRM modules

use the team.

Dening Teams in HTML

You can use the HTML version of Resource Manager to create and modify resource
teams. You can additionally view their usage and membership details. However, creating
teams in the HTLM version of Resource Manager is not as extensive as the Forms-based
version. For example, you cannot specify exclusive flag or descriptive flexfield
information in the HTML version of Resource Manager. Although you can provide role
information for team members in the HTML version of Resource Manager, you cannot
do so for teams themselves.

Responsibility
Resource Self Service Administrator

Steps for Creating Teams in HTML

1. Navigate to the Resources tab, click the Teams subtab and , click the Create button.
2. Enter required information such as Name and the date from which the team becomes
active. You can optionally enter additional information such as the date at which the
team is no longer active, its email address and description.
3. Optionally specify resources that belong to the team by expanding the Members
node and entering the required information.
4. Optionally specify groups that belong to the team by expanding the Member
Groups node and entering the required information.

5-18 Oracle Common Application Components Implementation Guide

 5. Optionally specify the applications in which the team is used by expanding the Used
In node and entering the required information.

Steps for Modifying Teams in HTML

1. Navigate to the Resources tab, click the Teams subtab and use the quick find menu
to search for team you wish to modify.
2. Click the Update icon next to the team you wish to modify, enter the required
information, and click the Update button.

Conguring Group and Team Member Notications

Resource Manager enables Workflow notifications to be sent to group and team members
integrating groups, teams, and their members with workflow roles. The Synchronize
Workflow Roles concurrent program must be run on a periodic basis to ensure that
the group-to-membership and team-to-membership relationship information stored in
Resource Manger is in sync with the data stored in the corresponding Workflow role
tables.

Group Example
The integration of resources, groups, and group members with Workflow roles can
be demonstrated by creating a sample group with four members. When the sample
group and its members are created in Resource Manager, the Resource Manager APIs
call wrapper APIs that subsequently populates the corresponding Workflow tables
with the required information.

Step 1: Creating a Group

Begin by creating a sample group called My Group. Information for this group is stored
in the JTF_RS_GROUPS_VL table in Resource Manager. Assume that creating this group
generates a group ID number 10011.

Group Information
Group ID Group Name

10011 My Group

When you create a group with the preceding information, the wrapper APIs create
new records in the Workflow WF_LOCAL_ROLES and WF_LOCAL_USER_ROLES
tables. These records contain the original group information and additional data
required by Workflow.

Group Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System

JRES_GRP:10011 JRES_GRP 10011

Phase II: Managing Resources 5-19

 Group Information Stored in the WF_LOCAL_USER_ROLES table
User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_GRP: JRES_GRP 10011 JRES_GRP: JRES_GRP 10011

10011 10011

Step 2: Dening Resources to Add to the Group

Next, you must define the four resources that you will subsequently add to the group
as group members. Information for these resources will be stored differently in the
Workflow tables depending on their category and whether or not their user id is null.

Resources To Be Added to My Group

Resource ID Resource Name Category User ID

10001 johnson employee 101

10002 jones employee null

10003 lewis other null

10004 smith party null

Resource Johnson. To define the resource "Johnson" as an employee first create a new
record in HRMS using the Define Employee screen. Then create an FND_USER employee
using the Define User screen whose user ID is 101 and user name is "johnson". Import
this employee in to Resource Manager using the Import Resource form. Resource
Manager will not create a corresponding record for this employee in the Workflow
tables since the WF_USERS table will already contain a record corresponding to the one
in FND_USER. The FND_USER information will be stored in the following Workflow
tables:

Resource Johnson Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System ID

johnson FND_USER 101

Resource Johnson Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

johnson FND_USER 101 johnson FND_USER 101

Resource Jones. To define the resource "Jones" as an employee, first create a new record
in HRMS using the Define Employee screen, then import it into Resource Manager
using Import Resource form. Information for the resource "jones" will be stored in the
Workflow tables as follows since the user ID is null.

5-20 Oracle Common Application Components Implementation Guide

Resource Jones Information Stored in WF_LOCAL_ROLES table
Role Name Orig System Orig System ID

JRES_IND:10002 JRES_IND 10002

Resource Jones Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_IND: JRES_IND 10002 JRES_IND: JRES_IND 10002

10002 10002

Resource Lewis. To define a resource "Lewis" as a resource of type Other, create a new
resource in Resource Manager using the Define Resource form. Information for the
resource "lewis" will be stored in the Workflow tables as follows since the resource is
of type Other.

Resource Lewis Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System ID

JRES_IND:10003 JRES_IND 10003

Resource Lewis Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_IND: JRES_IND 10003 JRES_IND: JRES_IND 10003

10003 10003

Resource Smith. To define a resource "Smith" as a party, first create a new record in TCA
and then import in into Resource Manager using the Import Resource form. Information
for the resource "smith" will be stored in the Workflow tables as follows since the user
ID is null.

Resource Smith Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System ID

JRES_IND:10004 JRES_IND 10004

Resource Smith Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_IND: JRES_IND 10004 JRES_IND: JRES_IND 10004

10004 10004

Phase II: Managing Resources 5-21

Step 3: Adding Resources to the Group
After creating the required resources, you must add them to My Group. To accomplish
this, query up "My Group" in the Define Groups form and add all the above members in
the member region. Information for the group members will be stored in the Workflow
tables as follows since the user id is null for this resource:

Group Member Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JOHNSON FND_USER 101 JRES_GRP: JRES_GRP 10011

10011

JRES_IND: JRES_IND 10002 JRES_GRP: JRES_GRP 10011

10002 10011

JRES_IND: JRES_IND 10003 JRES_GRP: JRES_GRP 10011

10003 10011

JRES_IND: JRES_IND 10004 JRES_GRP: JRES_GRP 10011

10004 10011

Team Example
The integration of resources, teams, and team members with Workflow roles
can be demonstrated by a sample team with three individual members and one
group member. When the sample team and its members are created in Resource
Manager, the Resource Manager APIs call wrapper APIs that subsequently populates the
corresponding Workflow tables with the required information.

Step 1: Creating a Team

Begin by creating a sample team called My Team. Information for this team is stored
in the JTF_RS_TEAMS_VL table in Resource Manager. Assume that creating this team
generates a team ID number 10011.

Team Information
Team ID Team Name

10011 My Team

Team Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System

JRES_TEAM:10011 JRES_TEAM 10011

5-22 Oracle Common Application Components Implementation Guide

 Team Information Stored in the WF_LOCAL_USER_ROLES table
User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_TEAM: JRES_TEAM 10011 JRES_TEAM: JRES_TEAM 10011

10011 10011

Step 2: Dening Resources and a Group to Add to the Team

Next, you must define the three resources and one group that you will subsequently
add to the team as team members. Information for the resources and group will be
stored differently in the Workflow tables depending on their category and whether or
not their user id is null.

Resources To Be Added to My Team

Resource ID Resource Name Category User ID

10001 johnson employee 101

10002 jones employee null

10003 lewis other null

Resource Johnson. To define the resource "Johnson" as an employee first create a new
record in HRMS using the Define Employee screen. Then create an FND_USER employee
using the Define User screen whose user ID is 101 and user name is "johnson". Import
this employee in to Resource Manager using the Import Resource form. Resource
Manager will not create a corresponding record for this employee in the Workflow
tables since the WF_USERS table will already contain a record corresponding to the one
in FND_USER. The FND_USER information will be stored in the following Workflow
tables:

Resource Johnson Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System ID

johnson FND_USER 101

Resource Johnson Information Stored in the WF_LOCAL_USER_ROLES

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

johnson FND_USER 101 johnson FND_USER 101

Resource Jones. To define the resource "Jones" as an employee, first create a new record
in HRMS using the Define Employee screen, then import it into Resource Manager
using Import Resource form. Information for the resource "jones" will be stored in the
Workflow tables as follows since the user ID is null.

Phase II: Managing Resources 5-23

 Resource Jones Information Stored in WF_LOCAL_ROLES table
Role Name Orig System Orig System ID

JRES_IND:10002 JRES_IND 10002

Resource Jones Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_IND: JRES_IND 10002 JRES_IND: JRES_IND 10002

10002 10002

Resource Lewis. To define a resource "Lewis" as a resource of type Other, create a new
resource in Resource Manager using the Define Resource form. Information for the
resource "lewis" will be stored in the Workflow tables as follows since the resource is
of type Other.

Resource Lewis Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System ID

JRES_IND:10003 JRES_IND 10003

Resource Lewis Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_IND: JRES_IND 10003 JRES_IND: JRES_IND 10003

10003 10003

Resource Smith. To define a resource "Smith" as a party, first create a new record in TCA
and then import in into Resource Manager using the Import Resource form. Information
for the resource "smith" will be stored in the Workflow tables as follows since the user
ID is null.

Resource Smith Information Stored in WF_LOCAL_ROLES Table

Role Names Orig System Orig System ID

JRES_IND:10004 JRES_IND 10004

Group My Group. Next. create a sample group called "My Group". Information for this
group is stored in the JTF_RS_GROUPS_VL table in Resource Manager. Assume that
creating this group generates a group ID number 10012.

5-24 Oracle Common Application Components Implementation Guide

 Group to be added to My Team
Group ID Group Name

10012 My Group

When you create a group with the preceding information, the wrapper APIs create
new records in the Workflow WF_LOCAL_ROLES and WF_LOCAL_USER_ROLES
tables. These records contain the original group information and additional data
required by Workflow.

Group Information Stored in WF_LOCAL_ROLES table

Role Name Orig System Orig System

JRES_GRP:10012 JRES_GRP 10012

Group Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JRES_GRP: JRES_GRP 10012 JRES_GRP: JRES_GRP 10012

10012 10012

Step 3: Adding the Group and Resources to the Team

After creating the required group and resources, you must add them to My Team. To
accomplish this, query up "My Team" in the Define Teams form and add all the above
members in the member region. Information for the team members will be stored in the
Workflow tables as follows since the user id is null for this resource:

Group Member Information Stored in the WF_LOCAL_USER_ROLES table

User Name User Orig User Orig Role Name Role Orig Role Orig
System System ID System System ID

JOHNSON FND_USER 101 JRES_TEAM: JRES_TEAM 10011

1001

JRES_IND: JRES_IND 10002 JRES_TEAM: JRES_TEAM 10011

10002 1001

JRES_IND: JRES_IND 10003 JRES_TEAM: JRES_TEAM 10011

10003 1001

JRES_GRP: JRES_GRP 10012 JRES_TEAM: JRES_TEAM 10011

10012 1001

Prerequisites
None

Responsibility
CRM Administrator or

Phase II: Managing Resources 5-25

 System Administrator

Navigation
Navigate to the Navigator - CRM Administrator window, or
Navigate to the Navigator - System Administrator window

Steps
To run the following concurrent program, follow the steps listed in Appendix
B: Concurrent Programs, ERROR: linkend not in current document and
TARGET_BOOK_TITLE missing. Choose the appropriate parameter depending on
whether you are synchronizing groups and group members, teams and team members
or both with Workflow roles.

5-26 Oracle Common Application Components Implementation Guide

 Synchronize Workow Roles Concurrent Programs
Name Description Frequency Notes

Synchronize Workflow This program As needed This program should

Roles synchronizes all be run as follows:
attributes and records
in the workflow wf_ • The first time
local_* tables with the group or team
mismatching records notification
in Resource manager. functionality is
implemented
The Synchronize in Resource
Workflow For Manager.
parameter enables
you specify which of • When groups,
the following Resource teams, or
Manager entities you resources that
wish to synchronize were not active
with Workflow roles: at the time of
their creation have
• Groups and become activated.
Group Members
synchronizes • If online
Resource Manager transactions
groups and group encounter a
members with Workflow error.
the appropriate
Workflow roles • When the
tables. Synchronize
Employees
• Teams and concurrent
Team Members program is run.
synchronizes
Resource Manager • When the
teams and team Synchronize
members with Parties and
the appropriate Partners
Workflow roles concurrent
tables. program is run.

• All synchronizes • When the

Resource Manager Synchronize
groups, group Supplier Contact
members, teams, concurrent
and team program is run.
members with
the appropriate
Workflow roles
tables.

Moving a Group of Salespersons from One Compensation Analyst to

Another
The Move Salespersons window enables you to move groups of salespersons from one
analyst to another. Typically, this feature is used when one analyst replaces another, and
the salespeople assigned to the previous analyst must be reassigned to the new one. The
Move Salesperons window provides a feature for accomplishing this task in bulk instead
of querying and modifying a large number of resources on an individual basis.

Phase II: Managing Resources 5-27

Prerequisites
None

Responsibility
CRM Administrator
CRM Resource Manager

Navigation
In the navigator, select Maintain Rersources>Move Salespersons

Steps
1. Select the name of the analyst from which you want to move the salespersons in
the Analyst Name field.
2. Select the checkbox adjacent to the reources you wish to move.
3. Select the analyst to which you wish to move the salespersons in the Move to
Analyst field and click Move.

Running a Group Audit Report

Use Resource Manager to run audit reports detailing changes to resources and resource
groups created within a defined date. For example, any changes made to new members
of a group are defined, but role change information is not. This provides an audit trail
of the actions taken for specific groups and resources. Perform the following steps to
run an Audit Report.
Note: Only the movement of a resource from a given group to another
group is tracked. Resources changing roles within the same group are
not reported in the Audit Report.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Resource Manager > Others > Requests > Run.
2. Select Single Request and click OK.
3. Use the Name list of values (LOV) to select a report.
4. In the Reports window, select Group Audit Report from the list of reports and click
OK.
5. Enter parameters for the report.

5-28 Oracle Common Application Components Implementation Guide

 In order for an Audit Report to run successfully, it is necessary to define both Report
Based On and Date Range/No. of Days for the report. The report runs based on the
information you enter for the following criteria.
• Report Based On
• Group
• Resource
• Updated By
• Date Range/No. of Days
• Start Date
• End Date
• Number of Days for
6. (Optional) Change the time frame the report is suppose to run by clicking Schedule.
7. Select the time frame when you want the report to run:
• As soon as possible
• Once
• Periodically
• On specific days
8. Click OK.
9. (Optional) Click Options to determine who should be notified when the report is
complete and where you want to print the output to.
10. Click Submit.
11. A dialog opens confirming your request was submitted.

Viewing an Audit Report

You can monitor the status of an audit report to verify completion. Perform the following
steps to view an Audit report.

Prerequisites
A Group Audit Report must run successfully.

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Requests > Run > View.
2. In the Find Requests window, select the All My Requests option button and click
Find.

Phase II: Managing Resources 5-29

 3. In the Requests window, select a Group Audit Report to view.
4. Click View Log to display the results of the report.
The report details opens in an HTML window along with a log file for the report.

Running a Group Structure Report

Use Resource Manager to run a Group Structure report detailing any changes made to a
specific Parent or Child relationship of a resource group. The report details a reliable
audit trail of the actions taken for a specific group. Group name changes, or any resource
changes within the same group, are not detailed in this report. Perform the following
steps to run a Group Structure report.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Resource Manager > Others > Requests > Run.
2. Select Single Request and click OK.
3. Use the Name list of values (LOV) to select a report.
4. In the Reports window, select Group Structure Report from the list of reports and
click OK.
5. Select the group you want to run the report on from the list of values (LOV) and
click OK.
6. (Optional) Change the time frame the report runs by clicking Schedule.
The Schedule window opens.
7. Select the time frame when you want the report to run:
• As soon as possible
• Once
• Periodically
• On specific days
8. Click OK.
9. (Optional) Click Options to determine who should be notified when the report is
complete and where you want to print the output.
10. Click Submit.

5-30 Oracle Common Application Components Implementation Guide

Viewing a Group Structure Report
You can monitor the status of an audit report to verify completion. Perform the following
steps to view your Group Structure report.

Prerequisites
You must first run a Group Structure Report successfully.

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Requests > Run > View.
2. Select the All My Requests option button.
3. Click Find.
4. In the Requests window, select the Group Structure Report.
5. Click View Log to display the results of the report.
The report details opens in an HTML window along with a log file for the report.

Running Resource Skills Report

This report displays the skills a resource has listed using the HTML-based Resource
Manager. You can run a Skills Report either by resource or group. If you choose to run a
Skills Report by resource, then any direct reports under the resource will be included
in the report. If you choose to run a Skills Report by group, then the entire group’s
skill set will be displayed.

Prerequisites
Your resources must have:
1. Skills listed using the HTML-based Resource Manager
2. Have a manager listed if you are running a report based on resource.

Responsibility
CRM Administrator

Navigation
Navigate to the CRM Administrator window.

Steps
1. Select Resource Manager > Others > Requests > Run.
2. Select Single Request and click OK.

Phase II: Managing Resources 5-31

 3. Use the Name list of values (LOV) to select the Resource Skills Report and click OK.
4. Use the LOV in the Report Type field to select either Resource or Group and click OK.
5. Depending on your choice, use the LOV in the corresponding Resource or Group
field to find your selection.
6. (Optional) If you do not want the report to run as soon as possible, click Schedule to
change the time frame when you want the report to run.
7. (Optional) Click Options to determine who should be notified when the report is
complete and where you want to print the output.
8. Click Submit.

Viewing Resource Skills Report

You can monitor the status of an audit report to see when it has been successfully
completed. Perform the following steps to view your Resource Skills report.

Prerequisites
You must first run the Resource Skills Report successfully.

Responsibility
CRM Administrator

Navigation
Navigate to the CRM Administrator window.

Steps
1. Select Requests > Run > View.
2. Select the All My Requests option button.
3. Click Find.
4. Select your Group Structure Report and click View Log.

5-32 Oracle Common Application Components Implementation Guide

 6
Troubleshooting Resource Manager

This chapter covers the following topics:

• Common Implementation Errors
• Error Messages
• Frequently Asked Questions (FAQs)

Common Implementation Errors

Note: The Oracle CRM Diagnostic Tool is useful in pinpointing problems
with the setup and configuration of the many CRM modules. It is
available through the CRM System Administration Console.

This section contains information on some of the common implementation errors

associated with implementing Resource Manager.

Unable to Import a Resource

Action: Perform the following procedures:
1. Run the concurrent program "Resource Manager Diagnostics" available under CRM
Administrator Responsibility. If it is not available, then perform the following:
2. Log on using the System Administrator responsibility.
3. In the "Executable" option, under "Concurrent Program", query for "Resource
Manager Diagnostics."
4. Enable it by checking the checkbox.
5. After the concurrent program completes, view the log file generated by pressing the
"View Log" button. See if any errors are reported.
6. Correct any errors as reported in the concurrent program log. Then, import again.

Unable to Import a Resource From Human Resources

Cause: Form JTFRSSEC does not compile after applying the latest patch.
Action: Compile the Form based on following steps.

Troubleshooting Resource Manager 6-1

 cd $AU_TOP/forms/us
f60gen module=JTFRSSEC.fmb userid=apps/apps
mv JTFRSSEC.fmx $JTF_TOP/forms/US
cd $AU_TOP/resource/US
f60gen module=JTFRSSEC.pll userid=apps/apps module_type=library
chmod 755 JTFRSSEC.plx

Unable to Save a Resource

Action: Performing the following checks:
1. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> desc xmlgen

If this returns the statement that object xmlgen does not exist, then ensure that
"apps" has execute privilege on "xmlgen."
2. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> select status from all_objects where object_name = ’JTF_USR_
HKS’;

If this returns a status of ’INVALID,’ then alter package JTF_USR_HKS and compile
the body. Repeat this check until the status becomes ’VALID.’
3. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> select status from all_objects where object_name = ’JTF_RESO
URCE_UTL’;

If this returns a status of ’INVALID,’ then create this view in the apps schema and
compile the JTF_RESOURCE_UTL package body.
Create or replace view IEM_EMAIL_ACCOUNTS_V as:
SQL> select b.server_group_id interaction_center_id,
a.account_name config_name,
to_char(a.email_account_id) value_type
from iem.iem_email_accounts a, iem.iem_email_icntr_maps b
where a.email_account_id=b.email_account_id;

Unable to See Resource Name

Cause: This problem can occur in the CRM or Common Application Components
modules, the LOVs, and in other similar items.
Action: In SQL*Plus, connecting as apps/apps, enter the following:
SQL> select count(*) from jtf_rs_resource_extns where source_name
is null;

If count(*) is non-zero then run the concurrent program "Synchronize Employees" using
the CRM Administrator responsibility.

6-2 Oracle Common Application Components Implementation Guide

Cannot Invoke Salesperson Form from AR Menu
Cause: This problem occurs when invoking the Salesperson form from the Accounts
Receivables menu. It occurs under the following circumstances:
(Navigation path: Setup > Transactions > Salesperson)
• Double click from the navigator menu and a small blue window with a red bar(row)
is received with no legible fields or label markings.
• Press the Tab or Enter key and a calendar window appears also with no legible
fields/label markings.
In either case, the user is unable to close the form or application unless the File > Close or
Exit toolbar menu option is used.
Action: apply patch 1799597. Read the README mentioned in the patch.

Accounting Flexeld LOV Display Parent Values

Action: Perform the following steps to define the accounting flexfield:
1. Navigate to the General Ledger module: GL > Setup > Financials > Flexfields >
Key > Values.
In Find form, check for find values by Key flexfield. In the Title Field, choose from
the list of values "accounting flexfield" and click Find. There is an extensive list of
values. To the right, there is a box called "Effective" title. Check for it’s other title
"Hierarchy, Qualifiers." A parent check box is checked for some of the values and
not checked for others.
2. You can add values and check them as parent but this is not necessary, you can
simply write down a few values that are checked as parents. (For example, the first
value 1000- Total asset is checked as one.)
3. Navigate to Accounts Receivables: Setup > Transactions > Autoinvoice >
Salespersons.
Receivables uses the general ledger accounts that you enter there in combination
with your AutoAccounting rules to determine the default revenue, freight, and
receivable accounts for your invoices.
4. Create a new salesperson. Enter a name and a sales credit type from the list. In
the next three fields enter the Accounting Flexfield for your Revenue, Freight, and
Receivables Accounts.
If you open the list and see account aliases, click OK. A form in which you can enter
a department value and an account value appears.
In the account values list, verify the parent values observed in step 2. (For
example, the first value might be 1000- Total asset.)
5. You can choose this value and save the transaction.
It must be emphasized again that the parent values should not appear in the list and you
should not be able to select them. These are only summary accounts and not accounts
you can use for regular processes, which means you cannot enter amounts to accounts
which are checked as parents.

Troubleshooting Resource Manager 6-3

List of Values (LOV) Are Not Populated in the Hold Reasons Field
Cause: Incentive Compensation uses Resource Manager to set up sales representatives
and sales compensation group hierarchies. If the Hold Reason field is not populated in
the Compensation tab, then create a lookup type.
Action: Perform the following steps:
1. Navigate to the Application Object Library Lookups window.
2. Enter in the type field: "JTF_RS_HOLD_REASON_TYPE"
3. In the User Name field, enter the same value again.
4. In the Application field, select CRM Foundation from the LOV.
5. In the Access Level radio group, select User.
6. In the detail block, enter suitable values for Code, Meaning, and Description fields.
Note that what you enter in the Meaning field is what the LOV for Hold Reason field
in the Define Resource form will display.

List of Values (LOV) Are Not Populated in the Support Site Fields
Cause: Support site information, which displays in Assignment Manager, is actually
attached to a resource in Resource Manager. You can attach the information from an
LOV in either the HTML or Forms-based module. The List of values are populated from
several sources including Teleservice with the Customer Support responsibility.
Action: Add support sites based on previously defined addresses. The city of the
address will populate the LOVs. Perform the following:
1. Navigate to the Navigator > Customer Support window.
2. Select Customer Management > Contact Center.
3. In the Caller Type field, select either Organization or Person.
4. In the Organization field, select your organization.
5. Select the Address tab.
6. In the Status column, select Active.
7. In the Address1 column, select the appropriate address from the LOV.
The City field automatically populates.
8. In the Usage field, select Support Site.
9. Select Active in the Usage Status field.
10. Save your work.

JTF-Post Vertical User Hook

Cause: This error occurs when attaching a role type of Sales Compensation to a resource.
Action: First determine whether or not the resource has been saved. If the result is:
• No, then save the resource, then try again.
• Yes, then assign a different role type such as Service, or, Sales and Telesales to the
resource, and confirm whether or not you are able to save. If you are able to assign a

6-4 Oracle Common Application Components Implementation Guide

 role other than Sales Compensation to a "saved" resource, but, are unable to assign
the Sales Compensation role, then log a bug against Oracle Sales Compensation
application.

Same Resource Showing Twice in Dene Resource Form

Cause: In this case, both resources have the same transaction number, but one record
displays the salesperson number, and the other does not.
To verify this problem, perform the following steps:
1. In the Define Resource form, note the resource number for both the records.
2. If the resource number is the same (for example, 10015), then run the following query:
SQL> select res.resource_id,sr.salesrep_id,sr.org_id
from jtf_rs_resource_extns res,jtf_rs_salesreps sr
where res.resource_id = sr.resource_id
and res.resource_number = 10015;

3. If the output of this query results in two or more records with the same
resource_id, and the same org_id, but, different salesrep_id then it is bad data. For
example, the sample output following would be considered bad data;
RESOURCE_ID SALESREP_ID ORG_ID
----------------- ----------------- ----------
100000016 100000019 2
100000016 100000054 2
100000016 100000054 2
This type of data can never be created using the Define Resource form, or any of the
Resource Manager public APIs.
Action: To clean up the data, perform the following steps:
1. There are two records, one, for example, with a salesrep number non NULL value
and other with a NULL value. Identify which is the one you want to remove. To
Identify the IDs, run the following statement:
SQL> select res.resource_id,sr.salesrep_id,sr.org_id,
sr.salesrep_number
from jtf_rs_resource_extns res,jtf_rs_salesreps sr
where res.resource_id = sr.resource_id
and res.resource_number = 10015;
This will return two records. Note down the resource_id, salesrep_id, and the org_id
of the record which you want to delete.
2. Run the following delete statement. Assuming, you decided to delete record with
salesrep_id 100000019, org_id 2, it would look like:
SQL> delete from jtf_rs_salesreps
where salesrep_id = 100000019
and org_id = 2
and resource_id = 100000016;
This should cleanup all bad data.
Warning: You are actually deleting physical records from the
database. This has the RISK of leaving behind dangling foreign keys
in other tables in other applications. Confirm the check for FOREIGN
KEYS before deleting records as suggested above. Otherwise, you may
end up corrupting your database.

Troubleshooting Resource Manager 6-5

 Contact Oracle Support in case of any doubt.

JTF_RS_TERR_EDDT_GRTR_SRP_EDDT
Cause: This is a data problem. This error occurs when the territory Start and End dates
are out of range with salesperson dates.
Action: Perform the following steps:
1. Find out the maximum Start_date_active value and minimum End_date_active value
for a salesrep_id across all org_id from JTF_RS_SALESREPS table. (Be aware that the
end_date_active value can be NULL.)
2. For the salesrep_id in step 1, find the Start_date_active and End_Date_active from
RA_SALESREP_TERRITORIES table. (Be aware that the Start_date_active and
end_date_active values can be NULL.) You may get multiple records.
3. For every record in step 2, verify whether or not the dates fall within the dates in
Step 1.
• If yes, then no further action required.
• If no, then:
• Update the Start_date_active, End Date_active in RA_SALESREP_TERRITORIES
Table with the Dates from Step1.
• Repeat Steps 1 through 4 for all the salesrep_id in JTF_RS_SALESREPS table.

Invalid User Error

Invalid User- Resource link, Contact Your System Administrator
This problem has been observed in the Service Request form, however, it could occur in
other places too. While creating or updating a Service Request in the "Owner" field, it is
possible to pick a resource from the LOV, and get the "Invalid User - Resource link" error.
Cause: This problem occurs if the currently logged in user (as defined in FND_USER), is
not mapped to a proper resource who you are trying to update the SR with.
Action: Ensure that the user ID of the resource that you select in the LOV matches with
the one that the user is currently logged in as. This restriction is due to the fact that in
trying to create interactions, there is a validation that the user must be a resource.

Product Name Displays Improperly

When selecting a product, the product appears as "X" instead of displaying the product
name.
Cause: When setting up Inventory, the item flexfield segment was not compiled.
Action: Compile the item flexfield segment by performing the following:
1. Log in to the Forms interface with System Administrator responsibility.
2. Select Flexfield>Key>Segments.
3. Run a query for Application "Oracle Inventory" and Flexfield Title "System Items"
by performing the following:
1. Select View>Query by Example>Enter.

6-6 Oracle Common Application Components Implementation Guide

 2. In the newly hilighted Application and Flexfield Title fields enter "Oracle
Inventory" and System Items".
3. Select View>Query by Example>Run.
4. In the Structures menu, select "SYSTEM_ITEMS" and click the Compile button.

Performance Issue When Selecting the Resource Details Button

Cause: When selecting the Resource Details button, forms do not display for up to
thirty minutes.
Action: A fix for this problem is available in a patch release. Details about this patch
and its availability are found on the metalink Web site. As an interim solution, you can
run the Synchronize Employees concurrent program and set the Get New Employees
parameter to "Yes".

Synchronize Employee Concurrent Program Does not End Date Resources

Cause: End date for terminated resources does not display properly when running the
Synchronize Employees Concurrent program.
Action: A fix for this problem is available in a patch release. Details about this patch
and its availability are found on the metalink Web site. When running the Synchronize
Employees concurrent program, you must run the concurrent program when the
employee is no longer active. For example, if the employee is today and inactive starting
tomorrow, you must run the concurrent program tomorrow, to end date the resource in
Resource Manager. If the Employee is end dated in HR with a previous date, then run
the concurrent program today, resource will be end dated with sysdate-1.

Error Messages
This section contains information on some of the error messages associated with
implementing Resource Manager.

APP-FND-00668
Routine FDFBKS found no row in FND_ID_FLEX_SEGMENT.
Cause: This is a flexfield issue.
Action:
1. Define the Territory Flex field.
1. Recompile.

APP-FND-01934: ORA-01400
Cannot insert NULL into ("CN"."CN_ROLE_QUOTA_CATES"."ROLE_MODEL_ID")
in Package CN_ROLE_QUOTA_CATE_PVT
Cause: This error can occur when trying to save a new role.
Procedure Create_Role_Quota_Cate
Action:
1. Verify whether or not CN_ROLE_QUOTA_CATE_PVT is valid in the database.

Troubleshooting Resource Manager 6-7

 2. Select status, owner, object_type from dba_objects where object_name=’CN_ROLE_
QUOTA_CATE_PVT ’;
3. If invalid, compile it and try again.
4. If valid then, make ROLE_MODEL_ID column null in the following tables:
• CN_ROLE_QUOTA_CATES
• CN_SRP_QUOTA_CATES_ALL
• CN_SRP_ROLE_DTLS_ALL
5. Recompile and re-run.
Note: If this error continues, refer to the OIC (Oracle Incentive
Compensation) Implementation documentation for additional
troubleshooting under the topic: Assign Resources to Roles and
Groups.

APP-PER-50022
APP-PER-50022: Oracle HR could not retrieve a value for the User Type profile option.
Cause: This error occurs when pressing the "View" Button in Define Resource Form.
Action: Verify that it is set properly for your responsibility. Ensure that the current
resource is of type "Employee." Update the profile "HR: User Type" at the application
level by selecting a valid value from the LOV. If you select "HR User", then verify that the
user currently logged in has the "US HRMS Manager" responsibility.

APP-PER-500022
Cause: This error can occur when trying to access employee information:
APP-PER-500022 Oracle Human Resources could not retrieve a value for the user
type profile option.
Action: Ensure that the profile option HR: User Type is set correctly for your
responsibility. This occurs when there is a shared installation of HR, and the value for
profile option HR:User Type in corresponding responsibility level is not properly set.
Set up profile option HR: User Type to HR user in responsibility level. If the profile
option cannot be updated in responsibility level, then update it in the responsibility level
from application developer responsibility.

HTTP 404
Cause: This error occurs while trying to log in to an HTML application. It is an
environment issue. Perform the following steps to correct the problem.
Action:
1. Close Netscape.
2. Remove fat.db, netscape.hst, and cookies.txt.
3. Clear disk cache and memory cache.
4. Log in again.

6-8 Oracle Common Application Components Implementation Guide

ORA-01422
Cause: This error can also occur when invoking the Accounts Receivables forms.
• FRM-40735: PRE-FORM Trigger Raised Unhandled Exception ORA-01422
• ORA-01422: Exact fetch returns more than requested number of rows.
Action: Perform the following procedures:
1. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> set pages 999
SQL> set long 9999
SQL> select text from dba_views where view_name = ’RA_SALESREPS’;
Check to see if the results of the FROM clause in the view definition list any of the
following tables or views:
• RA_SALESREPS_ALL RA
• AS_SALESFORCE ASF
• RA_CUSTOMERS RACUS
• PER_PEOPLE_X HR
• AS_LOOKUPS ASL
If so, then log a bug against Accounts Receivable.
2. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> select table_name
from all_synonyms
where synonym_name =’RA_SALESREPS_ALL’ and owner = ’APPS’;
• If the result of this query returns RA_SALESREPS_ALL, then Salesperson
migration has not happened. If you do want the migration to happen, then
apply the following patches:
• 1638958
• 1757827
or else, log a bug against Accounts Receivable.
• If the result of this query returns JTF_RS_SALESREPS, then the salesperson
migration has occurred. In this case, run the following in SQL*Plus connected
as apps/apps:
SQL> delete from jtf_rs_salesreps
where salesrep_id=-3 and org_id is null;

• If the previous command deletes one record, then perform a

COMMIT, otherwise, perform a ROLLBACK operation.
Warning: You are actually deleting physical records from the
database. This has the RISK of leaving behind dangling foreign keys
in other tables in other applications. Confirm the check for FOREIGN
KEYS before deleting records as suggested above. Otherwise, you
may end up corrupting your database.

Warning: Contact Oracle Support if you have any questions.

Troubleshooting Resource Manager 6-9

ORA-01422
ORA-01422: Exact fetch returns more than requested numbers of rows.
Cause: This occurs while adding a group role to a resource in Define Resource Form, and
indicates that an unexpected error was encountered in INSERT_REP_MANAGER.
Action: To resolve this, contact your system administrator.
Alternate Cause: This problem can occur when there is more than one snapshot view
log on JTF_RS_REP_MANAGERS table.
Alternate Action: To confirm, run the following query in SQL*Plus, connected as
apps/apps:
SQL> insert into rep_temp
(denorm_mgr_id,
resource_id,
person_id, category,
manager_person_id,
group_id,
hierarchy_type,
created_by,
creation_date,
last_updated_by,
last_update_date,
last_update_login,
reports_to_flag,
par_role_relate_id,
start_date_active,
end_date_active,
child_role_relate_id,
object_version_number)
values
(-9, 1, 1, ’employee’, null, 1, ’x’, -1, sysdate, -1, sysdat
e,
-1, ’y’, sysdate, null, -1, -1, 1);
If the result is:
ORA-01422: Exact fetch returns more than requested numbers of rows,
then more than one snapshot log exists. There should be only one snapshot
log on the table MLOG$_JTF_RS_REP_MANAGERS. Verify if there are
more, and drop them. If after ensuring that there is only one snapshots of log
MLOG$_JTF_RS_REP_MANAGERS, and the error still occurs, log a bug against Oracle
Sales.

ORA-20002
Cause: There are several issues that can affect migration of salesperson data. Errors can
occur when accessing the following Accounts Receivables forms:
• ARXTWMAI
Transaction Entry: FRM-40735 Pre-form trigger raised unhandled exception
ORA-20002.
• ARXRWMAI
Receipt Entry: FRM-40735 New form instance trigger raised unhandled exception
ORA-20002.

6-10 Oracle Common Application Components Implementation Guide

 • ARXCWMAI
Account Detail: FRM-40735 WHEN-NEW-FORM-INSTANCE trigger raised
unhandled exception ORA-20002.
Action: To diagnose and resolve, perform the following checks:
1. In SQL*Plus, connecting as apps/apps, enter the following:
SQL> set pages 999
SQL> set long 9999
SQL> select text from dba_views where view_name = ’RA_SALESREPS’;
Check to see if the results of the FROM clause in the view definition list any of the
following tables or views:
• RA_SALESREPS_ALL RA
• AS_SALESFORCE ASF
• RA_CUSTOMERS RACUS
• PER_PEOPLE_X HR
• AS_LOOKUPS ASL
If so, then log a bug against Accounts Receivable.
2. In SQL*Plus, connecting as apps/apps, enter the following:
SQL>select table_name
from all_synonyms
where synonym_name =’RA_SALESREPS_ALL’ and owner = ’APPS’;
If the result of this query is RA_SALESREPS_ALL, then the salesperson migration
has not happened. If you do want the migration to happen, then you must apply
the following patches:
• 1638958
• 1757827
or else, log a bug against Accounts Receivable.

ORA-4062
ORA-4062: Signature of package "APPS.JTF_RS_RESOURCE_PVT" has been changed.
Cause: This is an environment error in which the package body and spec are out of sync.
Action: Recompile all JTF forms and libraries. This process will not work if directories
contain invalid characters.
Problem: Ran the API Jtf_Rs_Role_Relate_Pub.create_resource_role_relate and it stops
with an error:

ORA-20000
The API JTF_RS_ROLE_RELATE_PUB.CREATE_RESOURCE_ROLE_RELATE,
generates the following error message: ORA-20000 buffer overflow.
Cause: This error is caused by the table space being full.
Action: A future release will contain more specific error message such as the following:

Troubleshooting Resource Manager 6-11

 ORA 01653: Unable to extend table CN.CN_SRP_QUOTA RULES_ALL by 515 in
tablespace CND

Frequently Asked Questions (FAQs)

The following are frequently asked questions. Answers to these questions may help you
in troubleshooting problems with the Resource Manager.

Does JTF_RS_REP_MANAGERS Table Denormalize RESOURCE_ID?

Answer: Yes, in the PARENT_RESOURCE_ID column in this table.

How Are Role Types Associated with the Applications?

Where do you define the role type? In the Meaning field for defining the Role Type? If
yes, how is this controlled as the field doesn’t contain an LOV and it is a free form
entry. Also should the customer use one of the defined meanings for the application/Role
Type association?
Answer: Navigation steps to define a Role Type:
With the CRM Administrator responsibility, select Resource Manager > Setup > Role
Types.
The content in the "Meaning" field is what is displayed in all LOV for Role Type.
When you invoke the "Role Types" form, you see a numerous records. Many of them are
shipped out-of-the-box as seeded values. Customer can add new Role Types, or, change
the Meaning, Description, or Dates of the seeded ones. But, customers cannot delete
seeded values. To determine which ones are seeded, and which ones are added by the
Customer, navigate to each Role Type record, and see if the "Delete" option in the tool
bar is enabled. It is enabled for new records, not for seeded values.

How is the Role Associated with the Application?

Is this done by the Type (Role Type) on the Roles definition form?
Answer: Roles are associated one-to-many with a Role Type. Just like Role Type, we
ship quite a few Roles for each Role Type out-of-the-box. Individual Applications use
both Role Type and Role. Some applications use it as a filter mechanism, while some
use it for reporting.
Example: If you have 100,000 Employee Resources in the system, and you are only
interested in the subgroup Salespersons, then an application such as Oracle Sales and
Marketing assigns a Role of type Oracle Sales to the those resources and write logic to
only display those salespersons in their application LOVs.
There is no association necessarily between Role Type and an Application; except that
the names of the Role Types appear like Application Names.

Are Resources Org Striped?

How about Salespersons?
Answer: Resources are NOT org striped, but salespersons are.

6-12 Oracle Common Application Components Implementation Guide

 Example: If you have an Employee Resource R1 who is a Salesrep in multiple orgs (lets
say org_id 100, 200, 300), then in the Define Resource window, when you query the
Resource in the context of Org 100, you see the Resource information, and the Salesrep
information for Org 100. However, if you are in the context of Org 150, then only the
Resource displays, but none of the Salesrep information such as Salesrep Number or
Sales Credit Type displays in the header and the Receivables tab.
The same is true with all other types of Resources like Party, Partner, Supplier
Contact, Other, and To-Be-Hired.

IS There a One to One Mapping Between an FND_USER and Resource?

Answer: Use the "Define User" window in AOL to assign an Employee, Party, and
Supplier Contact to the same FND User.

What Can I Import into Resource Manager?

Answer: Even though its possible to attach an Employee, Party, Supplier, or Contact to
the SAME FND User, you cannot import all of them into Resource Manager. You can
only import one: Employee, Party, or Supplier Contact.

How Do I Send Notications?

I’ve attached a Resource Group to a Task. How can I send notifications to all members
of this group?
Resource Groups are not tied to Workflow groups. So, when a workflow is in setup, for
example, in Task Manager, to send notification to the Task Owner, how can I ensure that
if a Resource Group is assigned an owner to the Task, then the notification will be sent to
all the members of that Resource Group automatically?
Answer: Examine the example of Task Manager.
Decide which workflow process to launch by defining a new workflow process under
the workflow item: JTFTASK (User name for seeded workflow: Workflow for Task
Manager.) Within the new workflow process, call a workflow (and PL/SQL) function
in a loop, which retrieves the members of the group and send the notification to all
the members.
An example of SQL code to get all the GROUPS and RESOURCES, under one GROUP
(one hierarchical level):
SELECT group_id group_id, resource_id group_resource_id, ’IN
DIVIDUAL’ resource_type
FROM jtf_rs_group_members UNION
SELECT rgm.group_id group_id, rgr.group_id group_resource_id,
’GROUP’ resource_type
FROM jtf_rs_group_members rgm, jtf_rs_grp_relations rgr
WHERE rgm.group_id = rgr.related_group_id;
• The query results appear like the following:
GROUP_IDGROUP_RESOURCE_IDRESOURCE_TYPE
5 15 GROUP
5 21 INDIVIDUAL
5 175 GROUP

Troubleshooting Resource Manager 6-13

 5 199 INDIVIDUAL
15 1 INDIVIDUAL
15 5 GROUP
15 689 INDIVIDUAL
Note: The GROUP_RESOURCE_ID stores RESOURCE_ID for
Resource_type = ’INDIVIDUAL’, and Group_ID for Resource_type
= ’GROUP’).

Why Are Party and Partner Treated Differently?

Why are Party, and Partner treated as separate Resource Categories in Resource
Manager? Should they not be combined into just one category?
Answer: The parties of party_type ’PARTY_RELATIONSHIP’ can be imported as a
resource of category ’PARTY’ or ’PARTNER’. But there are some other party types that
can be brought in only as category PARTY (for example, PERSON) and those that can be
brought in only as PARTNER (for example, Organization.) The categories need to exist
independently rather than being merged.

What is the Geo Override and Inside City Limits Fields?

What is the significance of fields "Geo Override", and "Inside City Limits"? How
should these fields be used in the Define Resource window when defining a
Salesperson?
Answer: The Geo Override value associates the salesperson with a unique tax
jurisdiction. Both fields should normally be used if you have installed a sales tax vendor
of type Vertex Taxware Sales. Oracle recommends you use Tax System or Vertex Quantu.
If you entered a value in the Geo Override field and the tax jurisdiction for this address
is within city limits, select the "Inside City Limits" check box. This check box should
typically be enabled only if your sales tax vendor is Vertex Quantum.
Geocodes are used by tax engine to identify taxing jurisdiction. A geocode is typically
needed when the state, zip, and city fields of an address do not uniquely identify the
exact taxing jurisdiction. For example, same city and zip can be found in multiple
counties. Inside city limits adds more to that geocodes. For example a city has different
tax rates for city limit, in this case the city will have two different jurisdictions: one inner
city and another that is outer city. The tax will be calculated accordingly.
Third party tax engines like vertex and taxware recognize such complicated geocode.
For additional information, see the following:
• Integrating Oracle Receivables with Taxware Sales/Use Tax System, Release 11i.
• Integrating Oracle Receivables with Vertex Quantum, Release 11i.

Where Can I Set Up Sales Credit Types?

In the Define Resource Form, under "Receivables" tab, there is a field labeled "Sales
Credit Type". Where do values in the LOV for this field come from and how to I
populate the LOV if it contains no values?

6-14 Oracle Common Application Components Implementation Guide

 Answer: The Sales Credit Type field values come from Order Management. To
populated the LOV with values, navigate to: Order Management > Set up > Sales >
Credit Types and use the forms accordingly.

What are the Attributes of an Employee Resource?

What are the attributes of an Employee Resource that are kept in SYNC with
HR? What is the list of all HR denormalized columns in Resource Manager.
Answer:
SOURCE_ID (mapped to Person Id in HR)
MANAGING_EMPLOYEE_ID
SOURCE_NAME
SOURCE_NUMBER
SOURCE_JOB_TITLE
SOURCE_EMAIL
SOURCE_PHONE
SOURCE_ORG_ID
SOURCE_ORG_NAME
SOURCE_ADDRESS1
SOURCE_ADDRESS2
SOURCE_ADDRESS3
SOURCE_ADDRESS4
SOURCE_CITY
SOURCE_POSTAL_CODE
SOURCE_STATE
SOURCE_PROVINCE
SOURCE_COUNTY
SOURCE_COUNTRY
SOURCE_MGR_ID
SOURCE_MGR_NAME
SOURCE_BUSINESS_GRP_ID
SOURCE_BUSINESS_GRP_NAME
SOURCE_FIRST_NAME
SOURCE_MIDDLE_NAME
SOURCE_LAST_NAME
SOURCE_CATEGORY
SOURCE_STATUS
SOURCE_OFFICE
SOURCE_LOCATION
SOURCE_MAILSTOP

What Are the Responsibilities Associated With Resource Manager?

What are the responsibilities associated with Resource Self Service (HTML)
functionality? What are the Responsibility names for "Super User", and "Regular
User"?
Answer:
• Super User: Resource Self Service Administrator
• Regular User: CRM Application Foundation User

Troubleshooting Resource Manager 6-15

How Does the Employee Button in the Resource Summary Page Appear?
Answer: If the user is logged in with "Resource Self Service Administrator"
responsibility, and if the value of the profile "JTFRS: Employee Resource Update Access"
is set to "ANY," then, the Create button for Employee will appear in the Resource
Summary page.

How Does the Create Button in the Groups Summary Page Appear?
Answer: If the user is logged in with "Resource Self Service Administrator"
responsibility, AND if the value of the profile "JTFRS: Group Update Access is set to
"ALL" then, the Create button for Groups will appear in the Resource Groups Summary
page.

How are Supplier Contact Type Resources Set Up?

Explain the detailed steps in defining a supplier contact resource such that it can be
imported in Resource Manager.
Answer: Perform the following steps.
Responsibility: Purchasing, Vision Operations (USA)
Navigation: Supply Base > Suppliers
Steps:
1. When the appropriate supplier record has been found, select the ’Supplier’ icon at
the bottom right hand corner.
2. In the ’Contacts’ tab, enter the supplier contact name, telephone number and their
email address in the Mail Stop field.
3. Switch responsibility to CRM Administrator.
4. Select Resource Manager > Maintain Resources > Import Resources -> Select
Resource category.
5. Supplier Contact > choose Contact as previously created. Find, then Create
resource. View using Resource details.

How are Support Site IDs in Resources Set Up?

Explain the detailed steps in defining a support site such that it can be associated
to a Resource Manager.
Answer: Perform the following steps.
Responsibility: Customer Support.
Navigation: Customer Management > Contact Center
Steps:
1. In the Caller Type field, select either Organization or Person.
2. In the Organization field, select your organization.
3. Select the Address tab.
4. In the Status column, select Active.
5. In the Address1 column, select the appropriate address from the LOV.

6-16 Oracle Common Application Components Implementation Guide

 6. The City field automatically populates.
7. In the Usage field, select Support Site.
8. Select Active in the Usage Status field.
9. Save your work.

How is Data in JTF_RS_GROUPS_DENORM Populated?

Explain the detailed steps by which resource group hierarchy information is
denormalized / flattened in this table.
Answer: The following example illustrates the answer.
Example:
• Group G1 is a parent of group G2
• Group G2 is a parent of group G3
• Group G3 is a parent of group G4
• Group G1 is a parent of group G5
• Group G5 is a parent of group G6
The following table depicts group information.

Group Information
Group Name Group ID

G1 100000001

G2 100000002

G3 100000003

G4 100000004

G5 100000005

G6 100000006

How Are Records Populated?

How are records populated in JTF_RS_GROUPS_DENORM table for the previous
example?
Answer:

Troubleshooting Resource Manager 6-17

 Group Data
Group_Id Parent_Group_Id Immediate_parent_ Denorm_Level
ag

100000001 100000001 N 0

100000002 100000002 N 0

100000003 100000003 N 0

100000004 100000004 N 0

100000005 100000005 N 0

100000006 100000006 N 0

100000002 100000001 Y 1

100000003 100000002 Y 1

100000003 100000001 N 2

100000004 100000003 Y 1

100000004 100000002 N 2

100000004 100000001 N 3

100000005 100000001 Y 1

100000006 100000005 Y 1

100000006 100000001 N 2

Note: DENORM_LEVEL column is new in our current release. It DOES

NOT exist in CRM 11.5.6 Family Pack.

How Can Employee Number Generation Be Controlled?

Explain the steps by which Employee Number can be manually entered while creating
an Employee Resource.
Answer: Perform the following steps:
Responsibility: US HRMS
Navigation: Work Structures > Organization > Description.
Steps:
1. Query the Business Group you want to control the generation of Employee number.
2. In the Organization Classification section Select "Business Group"
3. Click on Others Button.
4. Chose Business Group info. This will invoke a Flex Field.
In the flexfield one segment is defined as Employee number generation. Depending on
the value of this segment the system decides whether or not the number needs to be
manually entered/or be automatically generated.

6-18 Oracle Common Application Components Implementation Guide

Can I Use Netscape’s Back Button in Resource Manager?
There is a bug in the Netscape browser that can affect Resource Manager. Do not use the
Back button, as you may loose your data. It is recommended that you use the Resource
Manager user interface (UI). The Internet Explorer browser does not have this issue.

How Many Contacts Can Be Imported For a Supplier Site?

Can you import contacts for just one supplier site?
Answer: If you want to import a supplier contact, you must enter the supplier name and
site. In the Payables Supplier Form, you can specify contacts for each supplier site.
Responsibility: Customer Support
Navigation: Resource Management > Maintain Resources > Import Resources
Steps:
1. Select Supplier Contact from the Resource Category field.
2. Select your chosen name from the list of values (LOVs).
3. Select your chosen address from the LOVs.
4. Select your chosen Supplier Contact from the LOVs.
If there are multiple addresses and supplier contacts, then you can only select one to
import into Resource Manager at a time.
Required fields are Supplier Name and Supplier Site.

How Can I Import Salesrep Information?

How can I import Salesrep information from a legacy or third party system?
Answer: Use the API of your HR system and Resource Manager public
API, JTF_RS_RESOURCE_PUB. Create_Resource ( ), to import employees if you want to
import employee data from a legacy HR system. For details of Resource Manager public
APIs, see Oracle Common Application Components API Reference Guide.

Which API Returns all Workow Roles for a Specic Resource ID?
Which API Returns all Workflow roles for a resource when provided with a specific
resource ID?
Answer: The get_wf_role procedure in package JTF_RS_WF_INTEGRATION_PUB
returns all workflow roles for a resource when provided with a specific resource ID. This
procedure contains the following function:
FUNCTION get_wf_role(p_resource_id IN number) RETURN varchar2
IS
l_role_name wf_local_roles.name%TYPE;
l_orig_system wf_local_roles.orig_system%TYPE;
l_orig_system_id wf_local_roles.orig_system_id%TYPE;
When the user ID is provided as an input value, the function returns the name of the
Workflow role, its original system, and its original system identification.

Troubleshooting Resource Manager 6-19

How do I display Flexelds in a JSP/HTML page within Resource Manager:
What are the steps to display a flexfield in a JSP/HTML page within the HTML version
of Resource Manager?
Answer: You cannot perform this action because the HTML version of Resource
Manager does not support Flexfields.

Which Partner Categories Are Terminated in Resource Manager?

Which partner categories are terminated in Resource Manager after running the
Number of Days profile option?
Answer: The Number of Days profile option terminates resources in Resource Manager
a specified number of days after they have been terminated in Human Resources. This
profile option only terminates the partner category of resources.

How do I Enable Flexelds for the HTML Version of Resource Manager?

Is there a different set of steps to enable flexfields for the HTML version of Resource
Manager? Enabled flexfields in the ’Groups’ and ’Employees’ region of Resource
Manager. When user navigates to the Groups and Employees regions in the Forms-based
interface, enabled flexfields are displayed. However, they are not displayed under the
Employee and Groups tab of the JSP generated HTML page.
Answer: Resource Manager HTML currently does not support Flexfields. However, this
feature will be available in a future release.

Why does the Synchronize Employee Concurrent Program Always update every record’s
last_update_date parameter?
The Synchronize Employee concurrent program updates every record’s
last_update_date even if the record is not changed. Is this a bug?
Answer: No. The program is designed that way to update the entire set using a single
SQL command, which results in the observed behavior.

Error Encountered When Running the Synchronize Employee Concurrent Program

The Synchronize employee concurrent program imports new employees into Resource
Manager. When attempting to modify the new resource encountered error:
" Resource End Date out of range for the salesperson related End dates of the resource"
The new resource cannot be modified until the 31-DEC-4712 has been manually
removed.
Answer: There are two answers to this problem:
1. When running the concurrent program, use the mass import by organization
function since it does not populate the date field.
2. If you cannot delete all the imported records, then nullify the 31-DEC-4712 date in
the JTF_RS_RESOURCE_EXTNS table.

6-20 Oracle Common Application Components Implementation Guide

Deactivated Role Still Appears
Why does a role that is made inactive still appear as a valid role with no end date
on the resource record?
Resolution: Currently the resource role is not affected when a role is made inactive. A
future release will address the issue of preventing inactive roles from being specified for
resources when adding resources to groups.

What is the Correct Public API Sequence for Creating a Sales Rep?
What is the correct sequence for using pubic published Resource Manager APIs to
create a sales rep?
Answer: To create a salesrep, must first create it as a resource using
JTF_RS_RESOURCE_PUB API. Then, create a salesrep using JTF_RS_SALESREPS_PUB
API.

How do I set the org_context to Properly Call the Create_Salesrep and Update_Salesrep
APIs using SQL*Plus
What are the requirements for setting the org context and passing the org_id as a
parameter when using SQL*Plus to call the Create_Salesrep and Update_Salesrep
APIs?
Answer: Use the following command in your scripts when setting the org_context to call
the Create_Salesrep and Update_Salesrep APIs:
mo_global.set_org_context(999, NULL);

where 999 is the org_id parameter value to which the context is set. This should be done
every time you call the Create_Salesrep and Update_Salesrep APIs.

Troubleshooting Resource Manager 6-21

 7
Oracle Common Applications Calendar
Implementation Overview

This chapter covers the following topics:

• Overview of Implementing Oracle Common Applications Calendar
• Implementing Notes in Oracle Applications Framework
• Implementing Tasks in Oracle Applications Framework
• Implementing Calendar in Oracle Applications Framework

Overview of Implementing Oracle Common Applications Calendar

Oracle Common Applications Calendar including Tasks, Notes and Calendar is
developed based on the Oracle Applications Framework, the standard HTML
development and deployment platform for Oracle HTML Applications. It provides
essential Notes, Tasks, and Calendar functionalities for integrated applications, such as
Oracle Service Online or Oracle Customers Online.
Users can use Oracle Common Applications Calendar as a personal productivity tool to
help manage their daily activities and resource reservations based on the availability of
the resources. They can create contextual tasks for a source object and assign resources
to the tasks in Task Manager, add notes to a contextual task or an appointment using
Notes, and view scheduled appointments and other activities from their personal
calendar views. Since these features are developed based on the HTML versions of
Tasks, Notes, and Calendar with some enhancements, implementing Oracle Common
Applications Calendar requires implementors or system administrators to:
• First, complete basic setup steps for these modules, such as defining task and note
types and statuses, running concurrent programs, and setting profile options
• Secondly, set additional steps specifically for the Oracle Applications Framework
based Tasks, Notes or Calendar module if needed for them to work properly

What is Oracle Applications Framework?

The Oracle Applications Framework is the development environment for the current
generation of Oracle Self-Service Applications. The purpose of the Oracle Applications
Framework is to provide developers of Oracle’s Self-Service Applications with a
set of common technologies, modules and standards. This Framework moves the
next generation of Self-Service Applications to a standard HTML development and
deployment platform which aims to make Oracle Self-Service Applications easy to

Oracle Common Applications Calendar Implementation Overview 7-1

 use, build, deploy, maintain and customize, and to enforce the Oracle wide common
look and feel.
In addition, the Framework facilitates rapid application development and tries to
eliminate hand coded implementations that were a major part of previous development
platforms. It also ensures high performance and scalability at run time.
Note: For those who familiar with Oracle’s Forms-based application
development, the Oracle Applications Framework is to the Self-Service
Applications what Application Object Library (AOL) is to Forms-based
development.

Detailed information on Oracle Applications Framework, refer to Oracle Applications

Framework Developer’s Guide at OracleMetaLink Document 269138.1.

Implementing Notes in Oracle Applications Framework

The implementation for Notes developed for Oracle Common Applications Calendar
uses the same set up steps for HTML Notes including creating new note types, mapping
note types and references to a source, setting up source object codes, and setting
necessary profile options.
Additionally, with the continuous support of existing notes data security, all data
access and updates in Notes developed for Common Applications Calendar are
based on the concept of HTML Notes Application Object Library (AOL) data security
rules. Implementors can customize Notes security and then grant object level security to
users with qualifying access privileges if needed.

Notes in Oracle Applications Framework Implementation Steps

This section provides an overview of the required steps for implementing the Oracle
Applications Framework based Notes. Detailed instructions for these steps are contained
in the subsequent chapters.

Setting Up Note Types

In addition to the seeded note types, the implementor or system administrator can create
new note types to categorize a note, such as a General note type for a general note, or an
Interaction note type for a note created specifically for an interaction or activity.

Mapping Note Types to a Source

After creating note types, the implementor or system administrator can map these note
types to a source object, such as Task Manager, or Sales Lead, or a specific resource
category, such as Employee Resource. This limits the visibility of the note type appearing
in the Note Type list of values only to the mapped specific source object or resource
category.

Dening Notes Reference Mapping

In addition to mapping note types to a source, implementors can also map references to
a source object. This narrows down the References drop-down list to objects that are
actually relevant to a document’s source object.
The Mapping Objects window used to define reference mapping is for both Task
Manager and Notes modules. Therefore, implementors need to locate the setup screen
under the Task and Escalation Manager navigation node.

7-2 Oracle Common Application Components Implementation Guide

Setting Up the Source Object Code and Context
The implementor or system administrator can add additional data in the JTF objects table
if necessary. For example, if a document is newly defined or integrated with Notes, such
as Task Manager, then the new document must be associated with Notes usage. As a
result, the document name (Task Manager) appears in the Source list when a note is
created for task 1150. Each item in the source list has an associated related object (task
1150), which appears in the Related To list.

Setting Prole Options

The implementor or system administrator can use the "Notes: Default Note Status"
profile option to set the default value to note status and the "Notes: Default Note Type"
profile option to set the default value to note type at site, application, responsibility, or
user level based on business needs.
Since note types can be mapped to a source object, if the default note type is not mapped
to a source or the profile option is not set, then there will not have a default value in the
Note Type field during note creation. Otherwise, the default note type will appear in
the Note Type field.

Customizing Notes Security

With the continuous support of existing notes data security, all data access and updates
in Notes developed for Common Applications Calendar are based on the concept of
HTML Notes Application Object Library (AOL) data security rules.
This security model is used to restrict data access to appropriate users through a
specific authorization process. It allows Notes implementor or system administrator
to customize notes data, and then grant specific notes to appropriate users or user
groups with right access privileges. This includes granting users the ability to view a
note, create a note, update a note, update a regular note, update a large note, update a
note’s secondary information (such as note type, status, relation and attachment), delete
a note, and restrict "note type" list of values. This functionality is only enforced in the
HTML Notes, not the Forms-based Notes.

Implementing Tasks in Oracle Applications Framework

Similar to Notes in Oracle Applications Framework, implementing Tasks developed for
Oracle Common Applications Calendar also takes place in two phases.
In phase I, implementors need to complete the basic setups for Tasks mostly
in Forms. These attributes are also used in Forms and HTML based Tasks. It
includes the setup for task types, statuses, priorities, task type and reference
mappings, metadata, concurrent programs, profile options, business events, and task
security rules.
In phase II, in order for the Oracle Applications Framework based Task Manager to work
properly, implementors need to perform one additional implementation step required
specifically for Tasks in Oracle Applications Framework.
Note: To implement the Forms-based and HTML versions of Task
Manager, see Setting Up Task Manager chapter for details.

Oracle Common Applications Calendar Implementation Overview 7-3

Tasks in Oracle Applications Framework Implementation Steps
This section provides an overview of the required steps for implementing the Oracle
Applications Framework based Notes. Detailed instructions for these steps are contained
in the subsequent chapters.
• Phase I: Setting Up Basic Task Features, page 7-4
• Phase II: Setting Up Additional Steps for Tasks in Oracle Applications Framework,
page 7-5

Phase I: Setting Up Basic Tasks Features

The basic setups for Tasks in phase I are mostly performed in Forms. It includes the
following setup steps:

Dening Task Types

In addition to the seeded task types, the implementor or system administrator can create
new task types to specify the purpose of a task creation, such as a "Follow-up" task or an
"Appointment" task. They can also map task types to a source object. This way, users
will see the task types that are mapped to the source object from the Task Type list
of values when creating a task.

Dening Task Statuses and Status Transition Rules

The implementor or system administrator can create new task statuses to specify the
progress of a task, such as "Completed", or "Working".
To regulate status change at the task level, the implementor can set the task status rules in
the status transition window, and define appropriate rule access through responsibilities.

Dening Task Priorities

The implementor or system administrator can create additional task priorities to
determine an importance rating for a task, such as Low, High, and Critical. In
addition, like task types, task priorities can be mapped to a source object. This allows
users to see only the task priorities that are mapped to the source object from the Task
Priority list of values when creating a task.

Mapping Task and Notes Reference Mapping

The implementor or system administrator can map reference types to a source
object, such as Task Manager. This limits the selection of Reference Type list of values
shown in the Task Manager.

Setting Prole Options

The implementor must set necessary profile options used in Task Manager to
set default values for task status, priority, types, as well as owner and assignee
statuses. Other profile options determine the client time zone, unit of measure, workflow
functionality, notification, and task security access.

Running the Concurrent Program

In order to retrieve new and updated tasks from quick find search, the system
administrator must run the Rebuilding Intermedia Index for Task Names concurrent
program periodically.

7-4 Oracle Common Application Components Implementation Guide

Setting Up Metadata Objects
The implementor or system administrator can add additional data in the JTF objects
table if necessary. For example, if a document (such as Service Request) is newly
defined or integrated with Task Manager, then the new document must be associated
with Tasks usage.

Publishing Task Business Events

Task Manager, leveraging the Oracle Workflow Business Event System, publishes
business events such as creating, updating, and deleting a task or an assignment when a
task or an assignment is created, updated, and deleted from APIs, or application user
interfaces (UIs) regardless of the Forms, HTML, or Oracle Applications Framework
based applications. Applications that contain data directly affected by these events can
subscribe to them and synchronize or modify their data accordingly.
Task business events will not be raised when an escalation or appointment is created
even the data is saved in the same tables.
For detailed information about escalations business events, see Publishing Escalations
Business Events in Escalation Manager of the Oracle Common Application Components
Implementation Guide.

Customizing Task Data Security

With the continuous support of the existing task security rules used in HTML Tasks, all
data access and updates in Tasks developed for Common Applications Calendar are
based on the concept of Application Object Library (AOL) data security including the
security rules around updating contextual tasks using a profile option and allowing
group managers to access their direct’s tasks. Additionally, to provide product specific
security rules for customizing the resource list of values security for assignees, Task
Manager leverages the AOL data security based on Virtual Private Database (VPD)
policy to allow applications to set product specific security rules specifically for the
resource list of values security.
Be aware that this security model with VPD feature is only implemented in the
Forms-based and Oracle Applications Framework based Tasks specifically for the
resource list of values security. It is not used in HTML Tasks.

Phase II: Setting Up One Additional Step for Tasks in Oracle Applications Framework
In phase II, implementors must perform the following step specifically for Tasks in
Oracle Applications Framework. Even though this step is performed in Forms, it is not
used by the Form-based or HTML Tasks.

Mapping Task Assignee Types to a Source

Similar to the functionality of mapping task references to a source used in the HTML
Tasks, implementors can map both task assignee types and owner types to a source object
for the Oracle Applications Framework based Task Manager. This limits the selection of
task assignee types and owner types from the list of values for a mapped source object.

Implementing Calendar in Oracle Applications Framework

The Oracle Applications Framework based Calendar module is developed based on
existing HTML Calendar concept with some enhancements; therefore, its implementation
steps are similar to the steps of implementing HTML Calendar and it requires no further
set up specifically for the Calendar in Oracle Applications Framework.

Oracle Common Applications Calendar Implementation Overview 7-5

 Since group and public calendar features are not used in the Oracle Applications
Framework based Calendar module; therefore, there is no need to create a Calendar
Administrator in the Oracle Applications Framework based Calendar module. There
is also no need to implement calendar events. This is because applications that want
to uptake this feature require both implementors to perform necessary steps during
the implementation and Calendar users to meet certain conditions to be able to view
calendar events in their personal calendars. If applications complete all required steps
for this feature, then Calendar views will display these event items. In addition, since
tasks will not be displayed from your personal calendar views, there is no need for
Calendar in Oracle Applications Framework to run the "Rebuilding Intermedia Index for
Task Names" concurrent program periodically.
Note: To implement the Forms-based and HTML versions of
Calendar, see Implementing the HTML Calendar chapter and
Implementing the Forms-based Calendar chapter for details.

Calendar in Oracle Applications Framework Implementation Steps

This section provides an overview of the required steps for implementing the Oracle
Applications Framework based Calendar. Detailed instructions for these steps are
contained in the subsequent chapters.

Creating a Calendar User

Every employee resource with appropriate responsibilities can use the Oracle
Applications Framework based Calendar functionality to create appointments, view
personal calendars, check resource availability, and customize personal preferences.
To create a Calendar user, the implementors or system administrators need to grant
appropriate responsibilities to the employee resource.

Integrating with Web Mail

To invoke web mail compose window through an integrated Web Mail, such as Oracle
Collaboration Suite, from the calendar Availability view, implementors or system
administrators must set necessary profile options to enable the webmail function, specify
correct server URL address for the integrated webmail server, and perform additional
implementation steps on the server side to launch webmails successfully.

Setting Prole Options

Implementors or system administrators need to set the necessary profile options that
are used in the Oracle Applications Framework based Calendar module including
client timezone, self service accessibility features to access the Accessibility Daily View
page, and the options for enabling web mail feature.

Starting Workow Processes

Similar to the HTML Calendar module, implementors or system administrators need
to start the necessary workflow processes used in the Oracle Applications Framework
based Calendar module including "JTF Calendar Workflows" and "JTF Task Reminder".

Publishing Business Events for Appointments

The Calendar module publishes business events for appointments such as
creating, updating, and deleting an appointment, adding and removing an invitee, as
well as responding to an invitation when the following conditions occur from

7-6 Oracle Common Application Components Implementation Guide

APIs, application user interfaces (UIs) in HTML or the Oracle Applications Framework
based modules:
• An appointment is created, updated, and deleted
• An invitee is added to or removed from an appointment
• An invitee accepted or rejected an appointment
Applications that contain data directly affected by these events can subscribe to them
and synchronize or modify their data accordingly.

Oracle Common Applications Calendar Implementation Overview 7-7

 8
Implementing the Oracle Applications
Framework Based Notes

This chapter covers the following topics:

• Overview of Notes in Oracle Applications Framework
• Implementation Steps
• Setting Up Note Types
• Mapping Note Types to a Source
• Defining Notes Reference Mapping
• Setting Up the Source Object Code and Context
• Setting Profile Options
• Customizing Notes Security
• Publishing Note Business Events

Overview of Notes in Oracle Applications Framework

The Notes module adopts the Oracle Applications Framework, the standard HTML
development and deployment platform for Oracle HTML Applications. It provides
Notes functionality including creating notes, and viewing or updating notes history
screens for integrated applications, such as Service Online.
Notes features can only be accessed through the integrated applications and they are
not available in the standalone Notes module. Notes can only be created or viewed
in the context of a source object. Source can be any business object, such as service
request, lead, and opportunity.
Since Notes features developed in Oracle Applications Framework are also available in
the Forms-based or HTML Notes, implementing the Oracle Applications Framework
based Notes uses the same setup steps.

Implementation Steps
The implementation for Notes developed for Oracle Common Applications Calendar
uses the same set up steps for HTML Notes as follows:
• Setting Up Note Types, page 8-2
• Mapping Note Types to a Source, page 8-2

Implementing the Oracle Applications Framework Based Notes 8-1

 • Defining Notes Reference Mapping, page 8-2
• Setting Up the Source Object Code and Context, page 8-2
• Setting Profile Options, page 8-2
• Customizing Notes Security, page 8-3
• Publishing Note Business Events, Oracle Common Application Components
Implementation Guie

Setting Up Note Types

In addition to the seeded note types, implementors can create new note types to
categorize a note, such as a General note type for a general note, or an Interaction note
type for a note created specifically for an interaction or activity.
See: Setting Up Note Types, page 13-1.

Mapping Note Types to a Source

After creating note types, implementors can map these note types to a source object, such
as Task Manager, or Sales Lead, or a specific resource category, such as Employee
Resource. This limits the visibility of the note type appearing in the Note Type list of
values only to the mapped specific source object or resource category.
See: Mapping Note Types to a Source, page 13-2.

Dening Notes Reference Mapping

In addition to mapping note types to a source, implementors can also map references to
a source object. This narrows down the References drop-down list to objects that are
actually relevant to a document’s source object.
The Mapping Objects window used to define reference mapping is for both Task
Manager and Notes. Therefore, implementors need to locate the setup screen under the
Task and Escalation Manager navigation node.
See: Defining Note Reference Mapping, page 13-3.

Setting Up the Source Object Code and Context

The implementor can add additional data in the JTF objects table if necessary. For
example, if a document is newly defined or integrated with Notes, such as Task
Manager, then the new document must be associated with Notes usage. As a result, the
document name, Task Manager, appears in the Source list when a note is created for task
1150. Each item in the source list has an associated related object, task 1150, which
appears in the Related To list.
See: Setting Up the Source Object Code and Context, page 13-4.

Setting Prole Options

The implementor needs to set the following profile options for the Oracle Applications
Framework based Notes:

8-2 Oracle Common Application Components Implementation Guide

 • Notes: Default Note Status: This profile option sets the default value to the note
status.
• Notes: Default Note Type: This profile option sets the default value to the note
type. Please note that it only applies to the Oracle Applications Framework based
Notes. It is not used in the Forms-based Notes and HTML Notes.
Since note types can be mapped to a source object, if this profile option is not set or
the default note type is not mapped to a source, then there will not have a default
value in the Note Type field during note creation. Users can select a desired mapped
note type from the drop-down list in the Oracle Applications Framework based
Notes. Otherwise, the default note type value will appear in the Note Type field.
See: Setting Profile Options, page 13-5.

Customizing Notes Security

With the continuous support of existing notes data security, all data access and updates
in Notes developed for Common Applications Calendar are based on the concept of
HTML Notes Application Object Library (AOL) data security rules. This security concept
allows implementors or system administrators to customize the security rules and then
grant object level security to users with qualifying access privileges. In other words, the
security rules restrict the data access only to appropriate users.
To customize Notes data security, it is necessary to first identify the following three
grant components:
• Identifying users or user groups
• Defining object instance sets
• Defining menus
Once the grant components are identified, the administrator can start the granting
process:
• Disabling existing grants
• Adding new grants
See Customizing HTML Notes Security chapter for notes AOL data security and
customization details.

Publishing Note Business Events

The Notes module, leveraging the Oracle Workflow Business Event System, publishes
business events for creating, updating, and deleting a note when a note is
created, updated, and deleted from APIs, or application user interfaces (UIs) regardless
of the Forms, HTML, or Oracle Applications Framework based applications.
Applications that contain data directly affected by these events can subscribe to them. All
subscriptions to the events must be asynchronous and follow the subscription guidelines
mentioned in the workflow development standards.
For relevant information for note business events and event subscription
guidelines, see: Publishing Note Business Events, page 13-6.

Implementing the Oracle Applications Framework Based Notes 8-3

 9
Implementing the Oracle Applications
Framework Based Task Manager

This chapter covers the following topics:

• Overview of Task Manager in Oracle Applications Framework
• Implementing the Oracle Applications Framework Based Task Manager
• Phase I: Setting Up Basic Task Features
• Defining Task Types
• Defining Task Statuses and Status Transition Rules
• Defining Task Priorities
• Mapping Task and Notes References to a Source
• Setting Profile Options
• Running the Task Manager Concurrent Program
• Setting Up Metadata Objects
• Publishing Task Business Events
• Customizing Task Security
• Phase II: Setting Up One Additional Step for Tasks in Oracle Applications Framework
• Mapping Task Assignee Types to a Source
• Personalization Notes

Overview of Task Manager in Oracle Applications Framework

Task Manager for Oracle Common Applications Calendar adopts the Oracle Applications
Framework, the standard HTML development and deployment platform for Oracle
HTML Applications. It provides essential task screens including creating tasks, updating
tasks, and viewing contextual tasks for integrated applications such as Service Online or
Sales Online.
Task Manager in Oracle Applications Framework provides basic task functionality in
accordance with Task’s data security rules. These task features can only be accessed
through integrated applications and they are not available in the standalone Task
Manager. These features include creating tasks, updating tasks, and viewing tasks which
are also available in the Forms-based, or HTML Tasks. As a result, implementation
steps for the Oracle Applications Framework based Task Manager are still

Implementing the Oracle Applications Framework Based Task Manager 9-1

 performed in Forms. In order for Tasks in Oracle Applications Framework to work
properly, implementors also need to perform one additional setup step.
Oracle Service Online and Sales Online are the applications that are currently integrated
with Task Manager. Refer to Oracle Sales Online Implementation Guide and Oracle Service
Online Implementation Guide for more product specific implementation.

Implementing the Oracle Applications Framework Based Task Manager

Implementing Tasks developed for Oracle Common Applications Calendar takes place
in two phases.
In phase I, implementors need to complete the basic setups for Tasks mostly
in Forms. These attributes are also used in Forms and HTML based Tasks. It
includes the setup for task types, statuses, priorities, task type and reference
mappings, metadata, concurrent programs, profile options, business events, and task
security rules.
In phase II, in order for the Oracle Applications Framework based Task Manager to work
properly, implementors need to perform one additional implementation step required
specifically for Tasks in Oracle Applications Framework.

Phase I: Setting Up Basic Task Features

In phase I, implementors need to complete basic Tasks setup steps. It includes the
following task attributes:
• Defining Task Types, page 9-2
• Defining Task Statuses and Status Transition Rules, page 9-2
• Defining Task Priorities, page 9-3
• Mapping Task and Notes References to a Source, page 9-3
• Setting Profile Options, page 9-3
• Running the Task Manager Concurrent Program, page 9-4
• Setting Up Metadata Objects, page 9-4
• Publishing Task Business Events, page 9-4
• Customizing Tasks Data Security, page 9-4

Dening Task Types

In addition to the seeded task types, the implementor can create new task types to specify
the purpose of a task creation, such as a "Follow-up" task or an "Appointment" task. They
can also map task types to a source object. As a result, users will see the task types that
are mapped to the source object from the Task Type list of values when creating a task.
See: Defining Task Types, page 20-1.

Dening Task Statuses and Status Transition Rules

The implementor can create new task statuses to specify the progress of a task, such
as "Completed", or "Working".

9-2 Oracle Common Application Components Implementation Guide

 To regulate status change at the task level, the implementor can set the task status
rules, and define appropriate rule access through responsibilities.
See: Defining Task Statuses and Status Transition Rules, page 20-5.

Dening Task Priorities

The implementor can create additional task priorities to determine an importance rating
for a task, such as "Low", "High", and "Critical". Similar to task types, task priorities can
also be mapped to a source object. This allows users to see only the task priorities that
are mapped to the source object from the Task Priority list of values when creating a task.
See: Defining Task Priorities, page 20-12.

Mapping Task and Notes References to a Source

The implementor can map reference types to a source object, such as Task Manager. This
limits the selection of Reference Type list of values shown in the Task Manager.
See: Mapping Task and Notes References to a Source, page 20-14.

Setting Prole Options

The implementor or system administrator must set necessary profile options used
in Task Manager to set default values for task status, priority, types, as well as owner
and assignee statuses. Other profile options determine the client time zone, unit of
measure, and task security access.
Set the following profile options used in the Oracle Applications Framework based
Tasks if required:
• Task Manager: Default Task Type
• Task Manager: Default Task Status
• Task Manager: Default Task Priority
• Task Manager: Default Task Owner
• Task Manager: Owner Type for Task
• Task Manager: Default Assignee Status
• Task Manager: JTF Tasks Default Date Selected
• Time Unit of Measure Class
• Client Timezone
• Task Manager: Send Notifications to Group or Team Members
• Task Manager: Enable Automated Task Workflow Functionality
• Task Manager: Abort Previous Task Workflow if it is still active
• Task Manager: Set Context Data Security
See: Setting Profile Options, page 20-16.

Implementing the Oracle Applications Framework Based Task Manager 9-3

Running the Task Manager Concurrent Program
In order to retrieve new and updated tasks from task search, the system administrator
must run the Rebuilding Intermedia Index for Task Names concurrent program
periodically.
See: Running the Task Manager Concurrent Program, page 20-23.

Setting Up Metadata Objects

The implementor or system administrator can add additional data in the JTF objects table
if necessary. For example, if a document, such as Service Request, is newly defined or
integrated with Task Manager, then the new document must be associated with Tasks
usage.
See: Setting Up Metadata Objects, page 20-25.

Publishing Task Business Events

Task Manager, leveraging the Oracle Workflow Business Event System, publishes
business events such as creating, updating, and deleting a task or an assignment when a
task or an assignment is created, updated, and deleted from APIs, or application user
interfaces (UIs) regardless of the Forms, HTML, or Oracle Applications Framework
based applications.
These events will not be raised when an escalation or appointment is created even the
data is saved in the same tables.
Applications that contain data directly affected by these events can subscribe to them. All
subscriptions to the events must be asynchronous and follow the subscription guidelines
mentioned in the workflow development standards.
Relevant information for task business events and event subscription
guidelines, see: Publishing Task Business Events, page 20-27.

Customizing Task Security

With the continuous support of the existing task security rules used in HTML Tasks, all
data access and updates in Tasks developed for Common Applications Calendar are
based on the concept of Application Object Library (AOL) data security including the
security rules around updating contextual tasks using a profile option and allowing
group managers to access their direct’s tasks. This AOL security concept allows
implementors or system administrators to customize the security rules and then grant
object level security to users with qualifying access privileges.
To provide product specific security rules for customizing the resource list of values
security, Task Manager leverages the AOL data security based on Virtual Private
Database (VPD) policy, a feature implemented in database to allow security dynamically
created at runtime to all queries issued against a database table or view. This security
model with VPD feature provides more flexibility in task security for resource
assignments to allow any applications to set product specific security rules around
the existing task security.
Note: This security model with VPD policy is only applied to the
resource list of values security for assignees and is only implemented in

9-4 Oracle Common Application Components Implementation Guide

 the Forms-based and Oracle Applications Framework based Tasks. It is
not used in HTML Tasks.

For example, only the resources that have privileges to access certain types
of service request can be assigned to these types of service related tasks as
assignees. Therefore, with this security model, Oracle Service Online can pass its own
security functions to Tasks in Forms or in Oracle Applications Framework to allow
qualified resources to be retrieved from the resource list of values when assigning them
to a service request of certain types.
For detailed information about the security model with Virtual Private Database (VPD)
feature, seeding strategy, and its impact on the Oracle Applications Framework based
Tasks, see the following links in the Customizing Tasks Security chapter:
• Understanding AOL Data Security in HTML Tasks, page 22-2
• New Security Model for Tasks in Forms and Oracle Applications Framework for
Resource Assignments, page 22-8
• What is Virtual Private Database?, page 22-8
• How Does this VPD Model Work?, page 22-8
• Customizing the Resource List of Values Security Access in Oracle Applications
Framework and Forms, page 22-18
• Task Resource LOV Security Seeding Strategy, page 22-18
• Impact on Existing HTML Tasks, page 22-20
• Uptake Instructions, page 22-20
• Uptake Considerations, page 22-22

See Also
Phase II: Setting Up Additional Steps for Tasks in Oracle Applications Framework,
page 9-5

Phase II: Setting Up One Additional Step for Tasks in Oracle Applications
Framework
After setting up basic task features in Forms, in phase II, implementors need to perform
the following step specifically for Tasks in Oracle Applications Framework. Even though
it is performed in Forms, it is not used by Forms or HTML Tasks.
• Mapping Task Assignee Types to a Source, page 9-5

See Also
Phase I: Setting Up Basic Task Features, page 9-2

Mapping Task Assignee Types to a Source

Similar to the functionality of mapping task references to a source used in the HTML
Tasks, implementors can use the Mapping Objects window to map both task assignee
types and owner types to a source object for the Oracle Applications Framework based
Task Manager.

Implementing the Oracle Applications Framework Based Task Manager 9-5

 In the Mapping Objects window, implementors or system administrators can select
appropriate source objects from the list of values, and resource types used for both
assignee and owner types from the "Used for Mapping Task owner" field. This limits
the visibility of task assignee and owner types shown in the assignee’s and owner type’s
list of values for a mapped source object. These resource types can be resources of any
category including employee, group, team, party, partner, other, and to be hired.
After mapping task assignee and owner types to a source, end users will see only the
mapped assignee and owner types displayed in the list of values. All other unmapped
types will not be in the list. In addition, if none of the types is mapped to your source
object, then end users will see all resource types from the owner’s and assignee’s list
of values.
For example, if a task created for a service request can only be assigned to and owned
by an individual resource or a resource group, then implementors should select a
resource category of "Group" and "Employee" and map them to a source object, Service
Request. Therefore, end users can select either "Employee" or "Group" from the
drop-down list when assigning an owner or assignee to a task created for a service
request.
To limit the functionality, implementors can put an end date to terminate the mapping or
can select Applications to restrict the mapping usage to certain applications.
Be aware that implementors can also use the Mapping Objects window to Map Task and
Notes Reference to a Source. However, this reference mapping functionality is used in
the HTML Tasks only. When mapping assignee types to a source in the Mapping Objects
window, "Task Assignee" is automatically displayed in the Map field located on the top
of the window while "References" is displayed if it is for mapping references to a source.
Perform the following steps in Forms to define the mapping objects.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Setup > Map Task Assignees to Source

Steps
1. In the Mapping Objects window, you can see the Task Assignees populated in the
Map field.
2. Select your source object from the LOV, for example, Sales Opportunity.
3. Select appropriate owner types in the "Used for Mapping Task owner" field that you
want to appear in the drop-down list from the LOV. These selected owner types will
also be used for assignee types.
4. Select an end date from the LOV.
5. Select the application where you want to extract your additional data from.
6. Save your information by clicking Save.

9-6 Oracle Common Application Components Implementation Guide

 7. Repeat these steps for every object that you want to appear in the LOV for your
source object.

See Also
Defining Task and Notes Reference Mapping, page 20-14

Personalization Notes
The selection for the profile option Task Manager: JTF Tasks Default Date Selected
should determine how you personalize the Task Summary table and the Task Details
Page. The choices are Planned, Scheduled, or Actual. Display the start and end dates
for planned, scheduled, or actual (the same as the profile setting) and hide the others in
the Task Summary table. The label for the start and end dates in the Task Details page
should match the label used in the Task Summary table.
The contextual Task Summary region can only be implemented in the same application
page once if the hidden columns CacSmrTaskOwner and CacSmrTaskOwnerTypeCode
are turned on to be shown in Task Summary.

Implementing the Oracle Applications Framework Based Task Manager 9-7

 10
Implementing the Oracle Applications
Framework Based Calendar

This chapter covers the following topics:

• Overview of Calendar in Oracle Applications Framework
• Implementing the Oracle Applications Framework Based Calendar
• Creating a Calendar User
• Integrating with Web Mail
• Setting Profile Options
• Starting Workflow Processes
• Publishing Business Events for Appointments
• Creating Categories for Shifts and Exceptions
• Setting Up Global Exceptions
• Setting Up Shift Detail Types

Overview of Calendar in Oracle Applications Framework

The Calendar module adopts the Oracle Applications Framework, the standard HTML
development and deployment platform for Oracle HTML Applications. It provides
essential Calendar functionality including creating and updating appointments, checking
resource availability, and viewing scheduled activities through personal calendar views
for integrated applications, such as Oracle Sales Online.
Since these Calendar features are developed based on the concept of existing HTML
Calendar with some enhancements, the implementation steps for Calendar in Oracle
Applications Framework are similar to the steps of implementing HTML Calendar
except that implementors do not need to add Calendar tab to responsibility, create
calendar administrator, run concurrent program, and implement calendar events.

Implementing the Oracle Applications Framework Based Calendar

Implementing the Oracle Applications Framework based Calendar module requires
the following steps:
• Createg a Calendar User, page 10-2
• Integrate with Web Mail, page 10-2

Implementing the Oracle Applications Framework Based Calendar 10-1

 • Set Profile Options, page 10-2
• Start Workflow Processes, page 10-3
• Publish Business Events for Appointments, page 10-3
If you are using HR and want to implement the schedule repository, then perform the
following additional steps:
• Create Categories for Shifts and Exceptions, page 10-3
• Set Up Global Exceptions, page 10-4
• Set Up Shift Detail Types, page 10-4

Creating a Calendar User

Every employee resource with appropriate responsibilities can use the Oracle
Applications Framework based Calendar functionality to create appointments, view
personal calendars, and check resource availability. Make sure that all employees exist
in the Resource Manager and the resources are linked to the application login user
names (FND_User). Otherwise, they need to be imported from Oracle Human Resource
Management System (HRMS) into Resource Manager.
To create a Calendar user, the implementors, or system administrators need to grant
appropriate responsibilities to the employee resource.
See: Creating a Calendar User, page 25-4.

Integrating with Web Mail

To invoke web mail compose window through an integrated Web Mail, such as Oracle
Collaboration Suite, from the calendar Availability view, implementors or system
administrators must perform the following steps to enable web mail feature:
• Set the profile option "ATGCA: Enable Web Mail" to "Yes" in order to enable and
launch webmails through the Availability window.
• Specify correct server URL address for the integrated webmail server using a profile
option "ATGCA: Web Mail Server URL".
• Perform additional implementation steps on the server side to launch webmails
successfully, such as including "jtfCalWebMail.js" in your jsp file, and using
appropriate syntax to invoke web mail feature or HTML "mailto:".
For detailed information about valid server address and additional steps on the server
side, see: Integrating with Web Mail, page 25-7.

Setting Prole Options

The Oracle Applications Framework based Calendar module uses the following profile
options; therefore, implementors or system administrators must set them so that the
module can work properly:
• Client Timezone
• ATGCA: Enable Web Mail
• ATGCA: Web Mail Server URL

10-2 Oracle Common Application Components Implementation Guide

 • Self Service Accessibility Features
The profile option "Self Service Accessibility Features" is used to turn on the access
to the Accessibility Daily View if it is set to either "Screen Reader" or "Yes". If it is
set to "No", then users can only access the regular Personal Calendar Daily View
page. See: Setting Profile Options, page 25-8.

Starting Workow Processes

Similar to the HTML Calendar module, implementors or system administrators need
to start the following workflow processes, so that the Oracle Applications Framework
based Calendar can work properly:
• JTF Calendar Workflows. Use JTF Calendar Workflow to track and route relevant
workflow notifications to an appointment owner when an invitee accepts or rejects
an invitation.
• JTF Task Reminder. Use JTF Task Reminder to pick up appointment reminders
for scheduled appointments.

Publishing Business Events for Appointments

The Calendar module, leveraging the Oracle Workflow Business Event System, publishes
business events for appointments such as creating, updating, and deleting an
appointment, adding and removing an invitee, and responding to an invitation when the
following conditions occur from APIs, application user interfaces (UIs) in HTML or the
Oracle Applications Framework based modules:
• An appointment is created, updated, and deleted
• An invitee is added to or removed from an appointment
• An invitee accepted or rejected an appointment
Applications that contain data directly affected by these events can subscribe to them
and synchronize or modify their data accordingly.
For detailed information about appointment business events and event attributes, see
Publishing Business Events for Appointments, page 25-13.

Creating Categories for Shifts and Exceptions

In the schedule repository, a category assigns significance to a shift or exception. The
significance is basically used to identify whether a resource is available, not available, or
maybe. Colors are assigned to different categories so that a scheduler viewing the
calendar can see at a glance what resource is available at what time.
Example
In the sample case there are a few different periods of significance that we want to
distinguish:
• Call center employee is available for work
• Call center employee is not available for work
• Service employee is available for work
• Service employee is not available for work

Implementing the Oracle Applications Framework Based Calendar 10-3

 • Service employee is available for emergencies
• Service employee is not available for emergencies
Category Meaning Display Color Available?

Work Call Center Available for call center green Yes

department

Work Service Available for service green Yes

department

Not Available Not Available red No

Since the call center and service department follow different schedules there is no need
to define different categories for work. So all we need are the following shift categories:
Category Meaning Display Color Available?

Available Available for work green Yes

Not Available Not Available red No

Notes
• Remove: When you click Remove, the application checks if the category is being
used in a shift, and if so, displays an error message. If the category is not used
anywhere, then it’s removed from the table here, but the action is not performed
in the database until Apply is clicked.
• Show Shift Details: This applies only to shifts created for day based schedule
patterns. If set to yes, then when you create a shift you can add more detailed
information about the shift. This is most applicable to flexible time shifts where you
can define specific time ranges for flexible starts, flexible lunch times, and so on.

Setting Up Global Exceptions

For the schedule repository, you can set up common exceptions such as company
holidays which can then be included in schedules. Global exceptions are not
automatically included in schedules.
Notes
• Category: The shift category determines whether the exception will designate the
resource as available or unavailable.
• Whole Day: If selected, the full 24 hours of the date start and date end are included
in the exception. If deselected, you can specify a time start and time end for the
exception.

Setting Up Shift Detail Types

In the schedule repository, shift detail types are used only in day based schedule
patterns. A shift can be very detailed. For example, for flexible time schedules, the
details define what hours are flexible and what hours are not flexible, for example for
lunch breaks or maintenance downtime.

10-4 Oracle Common Application Components Implementation Guide

When you create the shift detail types, you provide a name that can be selected when
creating the shift detail. You also provide the color to use for each shift detail type when
previewing schedules.

Implementing the Oracle Applications Framework Based Calendar 10-5

 11
Implementing Calendar Synchronization

This chapter covers the following topics:

• Overview of Calendar Synchronization
• Enabling Outlook Preferences Menu
• Synchronize Employees
• Data Quality Management Setup
• Setting Mandatory Profile Options
• Setting Optional Profile Options
• Appointment Preferences
• Customizing Action Lists
• User Security
• Purge Synchronization Data Concurrent Program

Overview of Calendar Synchronization

Calendar Synchronization provides the ability to synchronize contacts, tasks, and
appointments between the Oracle enterprise database and either Pocket PC or desktop
Microsoft Outlook. Calendar Synchronization is used by Oracle Sales for Handhelds. For
complete implementation instructions and user information for Oracle Sales for
Handhelds, see the Oracle Sales for Handhelds Implementation Guide and the Oracle Sales
For Handhelds User Guide.

Oracle Sales Synchronization

Users can use Oracle Sales synchronization to synchronize information between
laptop, desktop, or Pocket PC devices and the eBusiness Suite. Oracle Sales
Synchronization can be used to synchronize:
• Appointments
• Tasks
• Contacts
Synchronization functionality is provided specifically for:
• Pocket PC devices running Windows Mobile 2003

Implementing Calendar Synchronization 11-1

 • Laptops or desktops with Windows 2000 or Windows XP clients running Outlook
2000, Outlook 2002 (XP), Outlook 2003

Enabling Outlook Preferences Menu

This menu contains the functions for setting up the contact list and downloading clients.
Add the submenu for Outlook Synchronization to the ASN menu ASN_HOME_MENU.
The submenu to add is ASP: Outlook Synchronization Preferences Container Menu
(ASP_OUTLOOK_SYNC_PRF_CONTAINER).

Synchronize Employees
The Oracle Common Application Components concurrent program Synchronize
Employees synchronizes HR employee information with Resource information. It must be
run whenever new users are added. Use the CRM Administrator responsibility to run
this concurrent program.

Data Quality Management Setup

Oracle Sales for Handhelds utilizes Data Quality Management for customer and contact
searches.

Steps:
1. Set the profile option HZ: Enable DQM Party Search to Yes.
2. Use the Trading Community Architecture responsibility to run the concurrent
program DQM Staging Program to create the staged schema and intermedia index.
3. Use the Trading Community Architecture responsibility to schedule the concurrent
program DQM Synchronization on a short interval. This program synchronizes the
new data coming into the system.
4. Use the Trading Community Architecture responsibility to schedule the concurrent
program DQM index optimization programon a regular interval, such as daily.
5. Use the Trading Community Architecture responsibility to run the concurrent
program DQM Compile Match Rulesto compile all the defined match rules.
6. Set the following profile options with appropriate matching rules for customer and
contact search:
Function Prole Option Default Value (Matching
Rule)

Customer Search HZ: Match Rule for HZ: Organization Simple

Organization Simple Search Search Match Rule

Contact Search HZ: Match Rule for Contact HZ: Person Simple Search
Simple Search Match Rule

Contact Create HZ: Match Rule for SAMPLE: SEARCH

Organization Duplicate
Prevention
HZ: Match Rule for Contact
Duplicate Prevention

11-2 Oracle Common Application Components Implementation Guide

Setting Mandatory Prole Options
Set the following profile options for the synchronization with Pocket Outlook and
Desktop Outlook:
• CAC Sync: Contact Sync Mode
Determines if contacts can be synchronized both ways or download only. Choices
are Disabled, Download Only, and Two Way.
Level: Site and application
Default: Download Only at the site level, Two Way at the application level for ASP
(Oracle Sales for Handhelds)
• CAC Sync: Include Details
If set to yes, then appointments that are synchronized include appointment details
in the body notes.
Level: Application
Default: Yes for ASP
• CAC Sync: Include Links
If set to yes, then contacts and appointments synchronized to the offline device
include links to related pages. If set to yes, then CAC Sync: Include Details must
also be set to yes.
Level: Application
Default: Yes for ASP
• CAC Sync: Include Tasks Without Date
If set to yes, then tasks without due dates are included in the synchronization for
the user.
Level: Site and application
Default: Yes at site level, No at application level for ASP
• CAC Sync: Contact Data Security Definition
For the Oracle Sales for Handhelds and the Oracle Sales applications, set the value
to: oracle.apps.asp.common.util.server.CustomerSecurityAM
This enables adding contacts as attendees for appointments. It enables the Add
Contact button in the Create Appointments page in Oracle Sales.
Default: None

Setting Optional Prole Options

You can change the following profile options.
• CAC: Maximum number of Contact Preferences for each user
Users create lists of contacts to include during synchronization. This profile sets the
maximum number of contacts for all users.
Level: Site
Default: 200

Implementing Calendar Synchronization 11-3

 • CAC Sync: Appointments Category
When appointments are synchronized between Common Application Calendar
(CAC) and Pocket PC or Desktop Outlook, the appointments from Oracle Sales are
placed in the category specified in this profile option. If this profile option is changed
after the initial implementation, then users must perform a Full Synchronization.
Level: Site
Default: Oracle Appointments
• CAC Sync: Contacts Category
When contacts are synchronized between Common Application Calendar and
Pocket PC or Desktop Outlook, the contacts from Oracle Sales are placed in the
category specified in this profile option. If this profile option is changed after the
initial implementation, then users must perform a Full Synchronization.
Level: Site
Default: Oracle Contacts
• CAC Sync: Tasks Category
When tasks are synchronized between Common Application Calendar and Pocket
PC or Desktop Outlook, the tasks from Oracle Sales are placed in the category
specified in this profile option. If this profile option is changed after the initial
implementation, then users must perform a Full Synchronization.
Level: Site
Default: Oracle Tasks
• CAC Sync: Days Before
The number of days set here determines the number of past days for which tasks
and appointments are synchronized from the server to the client during initial (full)
synchronization. Tasks and appointments due or occurring within the previous
x days as well as tasks and appointments due or occurring anytime in the future
are included. Recommend using between 7 and 21 days. There are no limits for
synchronizing from the client to the server.
Level: Site. This profile can also be set by users.
Default: 14

Appointment Preferences
Responsibility: Sales User
Set Preferences > General Timezone to the time zone to be displayed in the appointment
pages.
Set Preferences > Calendar Preferences > Default Settings Categories to the category you
want to be the default for appointments.

Customizing Action Lists

Use lookups to customize the search choice list on the Dashboard page and the action
selection list on other pages. Following are the lookup types and the related page.

11-4 Oracle Common Application Components Implementation Guide

 Page Name Lookup Type

Dashboard Quick Search ASP_HOME_QSEARH_TYPE

Contact Landing Page ASP_CTLAND_PG_NAV

Contact: More Phone/Email Pages ASP_CTPHEM_PG_NAV

Customer Landing Page ASP_CULAND_PG_NAV

Opportunity Landing Page ASP_OPP_LAND_PG_NAV

Appointment Details Page ASP_APT_DET_PG_NAV

Task Details Page ASP_TASK_DET_PG_NAV

User Security
Oracle Sales for Handhelds ships responsibilities with access to these functions already
correctly set. Users should be granted access for either both of the following functions
or neither:
• CAC_SYNC_CONTACT: Synchronizing contacts
• CAC_SYNC_TASK: Synchronizing tasks

Purge Synchronization Data Concurrent Program

Schedule the concurrent program CACSYNCP to permanently delete data for obsolete
devices or users. The Expiry parameter sets the number of days, with a default of
180. Data that has not been updated for longer than the expiry value is purged.

Implementing Calendar Synchronization 11-5

 12
Notes Implementation Overview

This chapter covers the following topics:

• Overview
• Steps

Overview
A note is free-form text attached to an object that records descriptive information about
business transactions and that can be referenced across modules. It can be created by an
agent, sales, or service representative, to capture a chronological log of information for
business needs. The Notes module provides a common look and feel across applications
and can be used as a communication tool to record business information throughout
Oracle E-Business Suite.
Notes can be further defined by setting up note types, and note statuses. A note type
is used to classify notes or indicate the type of notes, such as a general note type or an
interaction note type. In addition to the seeded note types, the implementor or system
administrator can create note types to further categorize notes if necessary. Note types
can be mapped to a source object to limit the selection in a drop-down list. A note status is
used to determine note accessibility, such as a private note with note status Personal. The
value of a note status can be set by a profile option during Notes implementation.
In addition, the Notes module provides a flexible security system that the implementor
or system administrator can further customize the notes data and then grant appropriate
users or user groups with read only or full privilege to access particular notes.
Before implementing Notes, however, it is necessary to understand the functionality of
both the Forms-based and HTML versions of Notes.

Forms-based and HTML Versions of Notes

Notes was initially a Forms-based application, and was subsequently expanded to
include an HTML version. The functionality of both versions is almost identical. The
only difference is that the Forms-based Notes module is not a standalone module and
it can be accessed only through integrated applications, such as notes created for a
service request or task. HTML Notes can be used as a standalone module to create
personal notes or integrated with other applications, like the Forms-based Notes, to
create context sensitive notes.
As Notes can have both HTML and Forms-based functionalities, both versions require
the same setup steps and all steps are performed in Forms.

Notes Implementation Overview 12-1

 Note: With recent expansion, the Notes module developed for Oracle
Common Applications Calendar adopts Oracle Applications Self–Service
Framework, the standard HTML development and deployment
platform for Oracle Self-Service Applications, to provide another HTML
version of essential notes screens for integrated applications to uptake
these features while re-building their functions. The Notes module in
Oracle Applications Framework is not fully compatible with HTML
Notes user interface. For basic implementation tasks, see Implementing
the Oracle Applications Framework Based Notes chapter. For detailed
implementation and use features of the integrated applications, please
consult product specific documentation.

Steps
This section provides an overview of the required steps for implementing Notes
including setting up Notes, customizing HTML Notes security, and troubleshooting
Notes. Detailed instructions for these steps are contained in the subsequent Notes
chapters.
• Setting Up Notes, page 12-2
• Setting Up Note Types, page 12-2
• Mapping Note Types to a Source, page 12-2
• Defining Notes Reference Mapping, page 12-2
• Setting Up the Source Object Code and Context, page 12-3
• Setting Profile Options, page 12-3
• Customizing HTML Notes Security, page 12-3
• Troubleshooting Notes, page 12-3

Setting Up Notes
This chapter contains basic instruction for setting up the Notes components in the
following topics:

Setting Up Note Types

In addition to the seeded note types, the implementor or system administrator can create
new note types to categorize a note, such as a General note type for a general note, or an
Interaction note type for a note created specifically for an interaction or activity.

Mapping Note Types to a Source

After creating note types, the implementor or system administrator can map these note
types to a source object, such as Task Manager, or Sales Lead, or a specific resource
category, such as Employee Resource. This limits the visibility of the note type appearing
in the Note Type list of values only to the mapped specific source object or resource
category.

Dening Notes Reference Mapping

In addition to mapping note types to a source, implementors can also map references to
a source object. This narrows down the References drop-down list to objects that are
actually relevant to a document’s source object.

12-2 Oracle Common Application Components Implementation Guide

 The Mapping Objects window used to define reference mapping is for both Task
Manager and Notes. Therefore, implementors need to locate the setup screen under the
Task and Escalation Manager navigation node.

Setting Up the Source Object Code and Context

The implementor or system administrator can add additional data in the JTF objects table
if necessary. For example, if a document is newly defined or integrated with Notes, such
as Task Manager, then the new document must be associated with Notes usage. As a
result, the document name (Task Manager) appears in the Source list when a note is
created for task 1150. Each item in the source list has an associated related object (task
1150), which appears in the Related To list.

Setting Prole Options

The implementor or system administrator can use the Notes: Default Note Status profile
option to set the default value for note status at site, application, responsibility, or user
level based on business needs.

Customizing HTML Notes Security

The HTML Notes module contains a security model used to restrict data access
to appropriate users through a specific authorization process. This Notes security
model, leveraged the Application Object Library (AOL) data security model, provides
a flexible mechanism for notes security access. It allows Notes implementor or system
administrator to customize notes data, and then grant specific notes to appropriate users
or user groups with right access privileges. This includes granting users the ability to
view a note, create a note, update a regular note, update a large note, update a note’s
secondary information (such as note type, status, relation and attachment), and restrict
"note type" list of values. This functionality is only enforced in the HTML Notes, not
the Forms-based Notes.

Troubleshooting Notes
In addition to the implementation steps, some troubleshooting information is also
addressed in a separate chapter. This includes common implementation errors and
frequently asked questions (FAQs) for implementing Notes.

Notes Implementation Overview 12-3

 13
Setting Up Notes

This chapter covers the following topics:

• Setting Up Note Types
• Mapping Note Types to a Source
• Defining Notes Reference Mapping
• Setting Up the Source Object Code and Context
• Setting Profile Options
• Publishing Note Business Events

Setting Up Note Types

In addition to using seeded note types, implementor or system administrator can create
new note types to categorize notes for specific business needs. For example, if a note is
created for a general purpose, then a note type for this note can be “General.” If a note
is created specifically for an interaction or activity, then a note type for the interaction
note or the activity note can be “Interaction” or “Activity”.
To create a new type, enter the Code name of your application (such as KB_Action
for Knowledge Base note with note type called Action), and this code name must be
unique and cannot have a duplicate record in the system. In addition, enter note type
name (such as Action) in the Meaning field. Select the Enabled check box before using
the new note type.
In order to hide an existing note type, implementor or system administrator can assign
an end date to that note type.
Perform the following steps in Forms to create new note types.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Notes Setup > Note Type Setup.

Setting Up Notes 13-1

Steps
1. In the Application Object Library: Note Types Lookups window, place your cursor
in the code field and select File > New to enter new note type.
2. Enter the code, meaning, and description information for the new type.
3. Select the Enable check box to activate the new note type.
4. Chose File > Save to save your work.

See Also
• Mapping Note Types to a Source, page 13-2
• Defining Notes Reference Mapping, page 13-3
• Setting Up the Source Object Code and Context, page 13-4
• Setting Profile Options, page 13-5

Mapping Note Types to a Source

After creating a note type, the implementor or system administrator can map a note
type to a source object in order to limit the selection of note type list of values for the
mapped source.
Source Objects
A source object is a business object that initiates the creation of a note. If a note is created
for a service request or party, then the service request or party is the source object of that
note. A note must have a source object.
Related Objects
Be aware of the difference between a source object and related object. A related object is
an object related to a note, but is not the source of the note. A note may be created for a
task, a source object, but it can be related to a party, an opportunity, or an employee as
well. These party, opportunity, and employee are the related objects for that note. Related
objects are not mandatory, instead they are nice to have information for a note.
Mapping Note Types to a Source
Use the Mapping Objects window to map note types to a source. For example, if
closure, activity, and interaction note types are mapped to Task Manager, a source
object, then when users create a note from a task, they can see these three note types
displayed in the list of values. If the same note types are not mapped to another
source, Campaign Schedule for Marketing, then they will not see them while attaching
a note to a campaign schedule.
Please note that it is necessary to map note types to a source "Employee Resource" so
that employee resources can see the mapped note types from the list of values when
creating a note.
In addition, implementors or system administrators can set an end date for a mapped
note type if necessary.
Note: This Mapping Note Types to a Source functionality is not enforced
in the Forms version.

Perform the following steps in Forms to map a note type to a source object.

13-2 Oracle Common Application Components Implementation Guide

Prerequisites
A new note type must exist.

Responsibility
CRM Administrator

Navigation
Navigate to Notes Setup > Source and Note Type Mapping.

Steps
1. To search for existing data for a source object, navigate to View > Query by Example
> Enter and enter your query in the Source Object field.
2. Select View > Query by Example > Run to run your query or select View > Find All
to search for all records.
The information appears in the Mapping Objects window.
3. Select the Source Object from the list of values (LOV), for example, Task Manager.
4. Select the Note Type you want to map to the drop-down list from the LOV, for
example Call Back.
5. (Optionally) Enter an end date or use the calendar LOV to select a date.
The seeded check box is not editable.
6. Click Save. The Call Back note type will now appear in the note type drop-down
when you create a note in Task Manager.

See Also
• Setting Up Note Types, page 13-1
• Defining Notes Reference Mapping, page 13-3
• Setting Up the Source Object Code and Context, page 13-4
• Setting Profile Options, page 13-5

Dening Notes Reference Mapping

Use the Mapping Objects window to map a reference type to a source object. This
narrows down the References list of values (LOV) to the mapped object. For
example, when creating a note for a Sales Opportunity, users typically don’t want to see
such objects as Service Request or Defect in the References list of values. Instead, they
only want to see Lead, Forecast, Quote, and Sale Organization. Therefore, implementors
or system administrators must map note references such as Lead, Forecast, Quote, and
Sales Organization, to the source object, Sales Opportunity.
Be aware that the Mapping Objects window is used to define reference mapping for both
Task Manager and Notes. To locate the reference mapping screen, select the Task and
Escalation Manager, not Notes navigation node.
Note: This window defines reference mapping for both the Task
Manager and the Notes module.

Setting Up Notes 13-3

 Perform the following steps in Forms to map note references.

Prerequisites
Your source object must exist.

Responsibility
CRM Administrator

Navigation
Navigate to CRM Administrator > Task and Escalation Manager > Setup > Task & Note
References.

Steps
1. In the Mapping Objects window, select your source object from the list of values, for
example, Sales Opportunity.
2. Select the References you want to appear in the LOV.
3. Optionally select an end date for the mapped reference.
4. Select the application where you want to extract your additional data from and
click Save.
5. Repeat these steps for every object that you want to appear in the References LOV
for your source object.

See Also
• Setting Up Note Types, page 13-1
• Mapping Note Types to a Source, page 13-2
• Setting Up the Source Object Code and Context, page 13-4
• Setting Profile Options, page 13-5

Setting Up the Source Object Code and Context

When defining a new document, Notes implementor or system administrators must
associate Notes usage to the new document. In the Forms-based Notes, the document
name appears in the Source list. Each item in the Source list has an associated related
object, which appears in the Related To list.
How to enter each field for different tabs, see the detailed step by step instruction
in the Setting Up Metadata Objects, page 20-25 section, Setting Up Task Manager
chapter, Oracle Common Application Components Implementation Guide.
Perform the following steps in Forms to define the source code usage as NOTES.

Prerequisites
None

Responsibility
CRM Administrator

13-4 Oracle Common Application Components Implementation Guide

Navigation
Navigate to Task and Escalation Manager > Setup > Objects Meta-data.

Steps
1. In the Tasks Setup: Object Types window opens, perform one of the following tasks:
1. If the source object code you want to seed already exists, then define the usage as
NOTES.
2. If the source object code is not defined, then you must define the source object
code, the name, and select its details and usage. (Usage should be NOTES.)
2. For detailed instruction on how to enter each field, please see Setting Up Metadata
Objects., page 20-25

See Also
• Setting Up Note Types, page 13-1
• Defining Notes Reference Mapping, page 13-3
• Mapping Note Types to a Source, page 13-2
• Setting Profile Options, page 13-5

Setting Prole Options

The following table describes the profile option used by Notes. Please note that the
profile option "Notes: Default Note Type" only applies to the Oracle Applications
Framework based Notes. It is not used in the Forms-based Notes and HTML Notes.

Setting Up Notes 13-5

 Notes Prole Options
Name Default Value Level Description Outcome

Notes: Default Public Site This profile If you select

Note Status option sets the Publish, then
default note that is the default
status. Profile value shown in
option values the Status drop-
include private, down list when
public, or publish. creating a new
note.
If no profile
option is set,
default is Public.

Notes: Default N/A Site This profile Set the desired

Note Type option sets the value to the note
default note type. If this
type only to the profile option is
Notes in Oracle not set or the note
Applications type default value
Framework. It is not mapped
does not apply to a source, then
to the HTML there will not
and Forms-based have a default
Notes. value in the Note
Type field during
note creation.
Otherwise, the
default note type
will appear in the
field.

Note: See Appendix A, Profiles Options, ERROR: linkend not in current

document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

Publishing Note Business Events

The Notes module, leveraging the Oracle Workflow Business Event System, publishes
business events such as creating, updating, and deleting a note when a note is
created, updated, and deleted from APIs, or application user interfaces (UIs) regardless
of the Forms, HTML, or Oracle Applications Framework based interfaces.
Relevant information for note business events and event subscription are contained
in the following sections:
• The Oracle Workflow Business Event System, page 20-28
• Event Publishing Rules and Event Attributes, page 20-30
• Event Use Examples, page 20-32
• Event Subscription Guidelines, page 20-33
• Subscription Workflow Events, page 20-34

13-6 Oracle Common Application Components Implementation Guide

The Oracle Workow Business Event System
The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager, which allows you to
register subscriptions to significant events, and workflow process event activities, which
allow you to model business events within workflow processes.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.
See Oracle Workflow Developer’s Guide for detailed information about Oracle workflow
business event system, and subscriptions.

Note Business Events

The following business events are published when a note is created, updated, or deleted
from APIs, or application user interfaces (UIs) regardless of the Forms, HTML, or Oracle
Applications Framework based interfaces:

Note Business Events

Event Name Display Name

oracle.apps.jtf.cac.notes.create A note is created.

oracle.apps.jtf.cac.notes.update A note is updated.

oracle.apps.jtf.cac.notes.delete A note is deleted.

The following terms are used in the Task Business Events table:
Event Name. Event name represents the name of a business event that is an occurrence
in an application or program that might be significant to other objects in a system or to
external agents. Event name must be unique and is case-sentitive.
Subscribers must use Event Name for subscription purposes.
Display Name. Display name is the name appearing in the event list.
Additionally, for each note event, the owner name is "CAC Notes", the owner tag is
"JTF" and the default status is "Enabled".

Event Key
The event key is generated by the concatenation of the event name followed by the value
of the sequence CAC_NOTES_WF_EVENTS_S.

Event Attributes
The following attributes are published for the oracle.apps.jtf.cac.notes.create Create
Notes event, the oracle.apps.jtf.cac.notes.update UpdateNotes event, and the
oracle.apps.jtf.cac.notes.delete Delete Notes event:

Setting Up Notes 13-7

 • NOTE_ID: The ID of the note for which the event was raised
• SOURCE_OBJECT_CODE: JTF object code of the note source object
• SOURCE_OBJECT_ID: JTF object ID of the note source object.
An event is not raised if a change is made to the context of a note.

Event Subscription Guidelines

All event subscriptions must follow the guidelines mentioned in the workflow
development standards. For example, any subscription cannot commit inside the rule
function. This can cause unexpected behavior in the workflow or notes APIs.
In addition, the following subscription guidelines are also used in publishing Task
business events:
• Asynchronous Subscriptions
All subscriptions to the events should be asynchronous. The UIs call the APIs, which
in turn publish events. Therefore, if the subscriptions are synchronous, the
transaction time for the UI will increase.
• Returning with success or warning
The rule function of the subscriptions should return success or a warning. It
should not return an error. Returning an error disrupts the processing of other
subscriptions; therefore, an error should not be returned.

13-8 Oracle Common Application Components Implementation Guide

 14
Customizing HTML Notes Security

This chapter covers the following topics:

• HTML Notes Security Overview
• Terms and Definitions
• Steps for Customizing HTML Notes Security

HTML Notes Security Overview

By leveraging the Application Object Library (AOL) data security model, the HTML
Notes module provides a flexible mechanism for notes security access. This security
model provides the ability to restrict data access to appropriate users through a specific
authorization process.
For example, in the past, almost all users can create new notes, but now only the
users who are granted access to the create note function would be able to create
notes. The same theory can be applied to the creation or deletion of attachments, or
note modifications.
With the new security model, based on the AOL security model, the HTML Notes
module uses the concepts of objects, instances, and instance sets to further group all data
in HTML Notes into different units or sets. The biggest unit is Notes that is considered
as an object in AOL term. Within the object Notes, multiple notes can be grouped into
different subsets (or object instance sets), such as all notes with status "private", all notes
of type "offer", or all notes not of type "offer". Based on the definition of these subsets, a
private note, or a note of type "offer" then becomes the smallest unit of the Notes object
and is called the object instance.
With these data object concepts, information entered in HTML Notes can be further
restricted to the data level, customized for your business needs, and then securely
granted to resources and resource groups.
As HTML Notes security is based on the AOL security model, relevant AOL data
security concept and terminology will be introduced first. How to customize the notes
security is addressed later.
Note: Even if you define the data security rules in the HTML Notes
module, these rules will not be enforced in the Forms-based Notes.

Information on AOL data security framework, refer to Oracle Applications System

Administrator’s Guide.

Customizing HTML Notes Security 14-1

Terms and Denitions
This section explains the various terms used in the HTML Notes security:
• Users (User Groups), page 14-2
• Objects, page 14-2
• Object Instances, page 14-2
• Object Instance Sets, page 14-2
• Functions (Privileges), page 14-3
• Menus (Roles), page 14-4
• Grants (Authorizations), page 14-4
• Global Grants, page 14-4

Users (User Groups)

A user is a single person with an account on the system (represented by a row entry in
FND_USER). Users can be grouped into groups. Therefore, a user role may represent a
user or group of users. A user group is any grouping of FND_USERS who are exposed
through the WF_ROLES view.
Users and user groups can be referred as Grantee if they are the subjects of a data security
grant. These users and user groups must be exposed in the WF_USER/WF_ROLES.

Objects
An object is a type of thing on which security can be managed. Notes is an example of
an object.
In a technical definition, each object must be registered in the FND_OBJECTS
tables. Every object definition will contain related database object (table or view) and
primary key information for the object.
There are two seeded objects used in Notes security:
• JTF_NOTES
• JTF_NOTE_TYPES

Object Instances
An object instance is a specific entity of an object. This generally corresponds to a row
(or related set of rows) in the database. If the Notes module is considered an object, then
a note with number 1541 is an object instance.
In a technical explanation, object instances are derived from the primary key values. The
primary key values should be set for the registered object in the FND_OBJECTS and
FND_GRANTS tables.

Object Instance Sets

An object instance set is a group of multiple object instances. For example, all notes with
a number smaller than 5 could be considered as an object instance set.
In a technical definition, object instance set definition is stored in the
FND_OBJECT_INSTANCE_SET table. The definition contains a SQL "where" clause, the

14-2 Oracle Common Application Components Implementation Guide

 predicate, that combined with the object definition will return all the object instances
that are part of the object instance set.
Use the following examples to understand the concept of object instance sets. Please
note that all words after the "where" clause in Italic style are defined in the
FND_OBJECT_INSTANCE_SET table. In addition, to avoid processing issues all the
columns used in the "where" clause should be prefixed with "&TABLE_ALIAS" in the
object instance set definition.
• All notes with a number smaller than 5:
SELECT jtf_note_id
FROM jtf_notes_b
WHERE&TABLE_ALIAS.jtf_note_id < 5

• All non private notes:

SELECT jtf_note_id
FROM jtf_notes_b
WHERE &TABLE_ALIAS.note_status <> ’P’

• All notes that are not confidential

SELECT jtf_note_id
FROM jtf_notes_b
WHERE &TABLE_ALIAS.note_type <> ’CONFIDENTIAL’

• All notes that are confidential

SELECT jtf_note_id
FROM jtf_notes_b
WHERE &TABLE_ALIAS.note_type = ’CONFIDENTIAL’

All columns exposed through the FND_OBJECTS.DATABASE_OBJECT_NAME

table/view can be used to create instance sets, although basic performance rule should be
taken into account.

Functions (Privileges)
A function is an action that can be performed on an object or object instance. It is the
smallest unit of secured product functionality. It can be granted to a user or user
group which means that it gives the user or user group permission to perform that
function. Therefore, it can also be referred as a permission or privilege from a user’s
point of view.
For example, a note can be created so that CREATE_NOTE could be considered as a
function. A note can be updated so that UPDATE_NOTE again could be considered as a
function. Functions can be secured through the AOL security model. The Notes module
has the following functions defined for the Notes object:
• JTF_NOTE_SELECT, the ability to view a note
• JTF_NOTE_TYPE_SELECT, the ability to view a note type
• JTF_NOTE_CREATE, the ability to create a note including a regular note, large note
(detailed note) and an attachment for a note
• JTF_NOTE_UPDATE_NOTES, the ability to update a note’s text (regular note)
• JTF_NOTE_UPDATE_NOTE_DETAILS, the ability to update a note’s details (a large
or detailed note)
• JTF_NOTE_DELETE, the ability to delete a note

Customizing HTML Notes Security 14-3

 • JTF_NOTE_UPDATE_SECONDARY, the ability to update a note’s
type, status, relation (relate to), and attachment information
These functions are defined in the FND_FORM_FUNCTIONS table since they are
referenced in the actual code. Therefore, they cannot be changed or extended.
In addition, functions (privileges) can be grouped into menus (roles) to reduce the
granting overhead.

Menus (Roles)
A menu is a grouping of functions. It is required to group functions into related sets of
menus necessary to perform a particular job role on an object instance. A good example is
an "Administrator" menu, which might include many functions required for a user with
an administrator role to perform his job. Therefore, menus can also be referred as roles.
In addition, menus can have multiple hierarchies and this menu structure is built upon
logical groups of functions.
The following menus (roles) are defined for Notes security:
• JTF_NOTES_USER
• JTF_NOTE_SELECT
• JTF_NOTE_UPDATE_SECONDARY
• JTF_NOTES_CREATOR
• JTF_NOTE_CREATE
Please note that menus are user definable, the seeded menus only exist to ensure
backward compatibility.

Grants (Authorization)
A grant is an authorization for the grantee (users or user groups) to perform the specified
object role on the specified object instance or object instance set. Therefore, grants are
used to tie the whole thing together. A grant consists of the following three components:
• Object. Any object instance or object instance set, for instance, all non-private notes.
• Grantee. Any user or user group, for instance, "JDOE" for John Doe
• Menu. Any menu, for instance, "JTF_NOTES_USER"
These three components would grant the user, John Doe, the ability to select and update
all non-private notes.
In addition, all grants should be registered in table FND_GRANTS.
Please note that when using AOL security a user will by default not be able to do
anything unless explicitly granted.

Global Grants
To reduce the administration of grants, authorizations can be granted globally to the
following:
• The "Global" user or user group (grantee)
• The "Global" object instance (object)

14-4 Oracle Common Application Components Implementation Guide

Steps for Customizing HTML Notes Security
After understanding of how data can be organized in HTML Notes based on the AOL
security model, system administrators can further customize the HTML Notes security
rules by granting users appropriate data access permissions using the concept of object
instance sets.
To better explain how the customization can be done, use the following business scenario
to lead you through the possible customization steps.

Business Scenario
A company’s Sales department wants sales managers to be able to create and delete confidential
notes for their sales leads. These confidential notes will be of note type "Confidential" and should
be invisible to normal sales representatives. In addition, only sales managers should be able to
create and delete confidential notes.
To customize HTML Notes security which is, in other words, to create grants based on
the business scenario. Before starting a new grant, the following three components
should be identified first:
• Identifying Users or User Groups (Grantee), page 14-5
• Defining Object Instance Sets (Object), page 14-5
• Defining Menus (Menu), page 14-7
Once the grant components (who has what privileges to access which objects) are
identified, the administrator can start the granting process:
• Disabling Existing Grants, page 14-8
• Adding New Grants, page 14-9

Identifying Users or User Groups

Users need to be identified so that appropriate access privileges can be granted to
them. In general, a user can be a single resource, resource group, or all members of
a resource group.
Based on the scenario, sales mangers and sales representatives are the grantees who
will be given appropriate access permissions should be first identified. It can be done
in Resource Manager by creating a resource group "SalesReps" containing all the sales
representatives, and another group "SalesMan" containing all sales managers. How to
create a resource group, refer to Resource Manager chapter, Oracle Common Application
Components Implementation Guide.

See Also
• Defining Object Instance Sets, page 14-5
• Defining Menus, page 14-7
• Disabling Existing Grants, page 14-8
• Adding New Grants, page 14-9

Dening Object Instance Sets

Use an object instance set to specify a parameterized set of rows for the Notes object so
that it can be granted to appropriate users.

Customizing HTML Notes Security 14-5

 An object instance set is a subset of data resided within an object, therefore an object
must exist first before you are able to create an object instance set for that object.
Note: The creation of object instance set is metadata driven, all data
required to ensure backward compatibility with current Note security
model are seeded.

The Notes module uses two seeded objects, JTF_NOTES and JTF_NOTE_TYPES. Each
object can be customized by creating object instance sets to provide users with specific
sets of Notes data if necessary. For example, notes (JTF_NOTES object) can be
customized to have different object instance sets, such as all confidential notes. Note
types (JTF_NOTE_TYPES object) list of values (LOV) can also be customized for different
users.
Based on our scenario, in order to grant sales managers the permission to create
confidential notes, and ensure sales representatives cannot create confidential notes, the
following object instance sets should be created for JTF_NOTES:
• All confidential notes
• All non-confidential notes
Additional object instance sets should be created for JTF_NOTE_TYPES so that sales
manager, not sales representatives, can see the confidential note type. To do so, you
can filter the list of available note types:
• All confidential note types
• Sales representative note types (all note types except the confidential note type)
Note: The note type LOV uses the internal API and appends the
returned where clause to the base query to provide security data
access.

Use the following steps to define object instance sets:

Prerequisites
An object must be in place.

Responsibility
Functional Developer

Navigation
Objects

Steps
Tips: First locate the object that you want a new instance set created for, then enter
necessary information for the set.
Detailed information on how to define object instance sets, see Oracle Applications System
Administrator’s Guide.
1. Enter necessary search information in the Find Objects window to locate the
JTF_NOTES and JTF_NOTE_TYPES objects. Search results should be listed after
executing the search.

14-6 Oracle Common Application Components Implementation Guide

 2. Click the object name hyperlink for which you want the new instance set to be
created from the search result to open the Find Object Instance Set window.
3. Existing instance sets for the selected object are also listed here. Click Create New
Instance.
4. Enter instance set detail information including instance set name, display
name, description and predicate.
5. Save your work.

See Also
• Identifying Users or User Groups, page 14-5
• Defining Menus, page 14-7
• Disabling Existing Grants, page 14-8
• Adding New Grants, page 14-9

Dening Menus
A menu is a hierarchical arrangement of functions and menus of functions. If a grant just
involves a single function, such as grant the create notes function (JTF_NOTE_CREATE)
to a user, then there is no need to define menus. As mentioned earlier, the purpose of
using menus is to reduce the administrative tasks. If multiple functions need to be given
to a user, it is necessary to group them into a menu or menu structure.
In our scenario, sales mangers require the following functions in a menu format:
• JTF_NOTE_SELECT
• JTF_NOTE_CREATE
• JTF_NOTE_DELETE
• JTF_NOTE_UPDATE_NOTES
• JTF_NOTE_UPDATE_SECONDARY
• JTF_NOTE_TYPE_SELECT
In addition, create another menu for sales representatives including the following
functions:
• JTF_NOTE_SELECT
• JTF_NOTE_CREATE
• JTF_NOTE_UPDATE_SECONDARY
• JTF_NOTE_TYPE_SELECT

Prerequisites
None

Responsibility
System Administrator

Navigation
Application > Menu

Customizing HTML Notes Security 14-7

Steps
1. Enter the menu name that describes the purpose of your menu, such as "SalesMan"
or "Salesrep" in the Menu and User Menu Name fields.
The User Menu Name is used when a responsibility calls a menu or when one menu
calls another.
2. Select an appropriate menu type and enter description information:
• Standard. For menus that would be used in the Navigator form
• Tab. For menus used in self service applications tabs
• Security. For menus that are used to aggregate functions for data security or
specific function security purposes, but would not be used in the Navigator form
3. Enter required functions for this menu including:
• Sequence. Enter an integer here.
• Navigation prompt. Enter a user-friendly, intuitive prompt your menu displays
for this menu entry. This menu prompt appears in the hierarchy list of the
Navigator window.
• Submenu name. Enter a submenu name if applies. This calls another menu and
allows users to select menu entries from that menu.
• Function name and description. Enter a function name that you wish to include
in the menu. Descriptions appear in a field at the top of the Navigate window
when a menu entry is highlighted.
• The Grant check box. This should always be checked which indicates that this
function is automatically enabled for the user. If this is not checked, then the
function must be enabled using additional data security rules.
4. Click View Tree... to see menu’s hierarchical structure.
Refer to Oracle Applications System Administrator’s Guide for more information regarding
how to define a menu.

See Also
• Identifying Users or User Groups, page 14-5
• Defining Object Instance Sets, page 14-5
• Disabling Existing Grants, page 14-8
• Adding New Grants, page 14-9

Disabling Existing Grants

The purpose of disabling existing grants is to make sure that all seeded global grants are
revoked so that they don’t interfere with the new grants. To disable a grant, you can set
an end date for the grant, instead of deleting it completely.

Prerequisites
None

Responsibility
Functional Administrator

14-8 Oracle Common Application Components Implementation Guide

Navigation
Grants

Steps
1. Search the existing grants that you want to disable by entering search criteria in the
Search Grants window.
2. Click Go to retrieve the grants that match your search criteria.
3. Select the grant that you want to disable from the search result.
4. Set an end date in the Context window and click Finish to disable the grant.
More information on how to disable existing grants, see Oracle Applications System
Administrator’s Guide.

See Also
• Identifying Users or User Groups, page 14-5
• Defining Object Instance Sets, page 14-5
• Defining Menus, page 14-7
• Adding New Grants, page 14-9

Adding New Grants

A new grant must take place when there is a need to authorize access privileges for a
user so that the user can perform certain functions, or to have more specific actions on a
designated instance set. Therefore, based on the data access levels, there are two types
of grants: Function Grants (such as "Administrator" menu) and Data Grants (such as
the note type LOV data)
For function grant, it applies to all objects and consists of the following windows:
1. Grantee: There are three grantee types appeared in radio buttons. Only one of them
should be selected as a grantee.
• All users (global)
• Group of users (group)
• Single user (user)
In the case of a group or a single user is selected, the corresponding group or
user name should be further identified. The selected grantee will be validated
against WF_ROLES table.
2. Function Set: A function set (or a menu) can be selected from the LOV so that an
appropriate function set can be granted to a specified grantee.
3. Context: The screen provides grant attributes information including
organization, responsibility, start and end dates, program name, and program tag
fields. This is the place where a grant can be disabled by entering an end date.
For data grant, a specific object and instance set information need to be further
identified. It consists of the following windows in a sequential order:
1. Object: A specific object name needs to be specified for this grant.
2. Grantee: Like the function grant, grantee can be a user, a group, or all users.

Customizing HTML Notes Security 14-9

 3. Function Set: Like the function grant, a function set needs to be specified in order to
authorize it to a specified grantee.
4. Data Set: There are three types of instance. Only one of them should be selected:
• All rows of the object (global): When it is selected, the Data Set Details window
will be skipped and you are directed to the Context window.
• A specific row of the object (instance)
• A parameterized set of rows (instance set): When it is selected, the instance set
name needs to be further identified.
5. Data Set Details: In the case of instance or instance set is selected in the Data Set
window, more data or data set details will be displayed in this window. If instance
is selected, then this page will have associated primary key values displayed. If
instance set is selected, then this page will have parameter columns displayed with
the associated predicate information for the selected instance set.
6. Context: Like the function grant, additional grant attributes can be addressed
here. Use the end date field to revoke a grant.
Based on the scenario we have, the following grants need to be authorized:
• Grant all sales representatives the access to all non-confidential notes
• Grant all sales mangers the access to all non-confidential notes
• Grant all sales mangers the access to all confidential notes
• Grant all sales representatives the access to sales representative note types
• Grant all sales managers the access to all confidential note types
• Grant all sales managers the access to sales representative note types
Use the following steps to add a new grant. Detailed information on how to add new
grants, see Oracle Applications System Administrator’s Guide.

Prerequisites
None

Responsibility
Functional Administrator

Navigation
Grants > (B) Create Grant

Steps
1. Enter grant name, description, and effective end date information.
2. In the Security Context region, select the Group of Users from the LOVs for
the Grantee Type field. Additionally, specify appropriate operating unit and
responsibility information.
In the Data Security region, select JTF_NOTES as the object name.
3. In the Create Grant: Select Object Data Context page, select “Instance Set” in
the Data Context Type field for JTF Notes Object. Select "JTF_SALES_NOTES" or
"JTF_SALES_NOTETYPES" for the Instance Set field.

14-10 Oracle Common Application Components Implementation Guide

 4. In the Create Grant: Define Object Parameters and Select Set page, Select “JTF Notes
Creator” as the set name.
5. In the Create Grant: Review and Finish page, review the information and click
the Finish button.

See Also
• Identifying Users or User Groups, page 14-5
• Defining Object Instance Sets, page 14-5
• Defining Menus, page 14-7
• Disabling Existing Grants, page 14-8

Customizing HTML Notes Security 14-11

 15
Troubleshooting Notes

This chapter covers the following topics:

• Errors Messages
• Answers to Frequently Asked Questions (FAQs)

Errors Messages

ORA-20000
InterMedia Text error: ORA-01722: invalid number ORA-06512: at
"CTXSYS.DRUE", line 126 ORA-06512: at "CTXSYS.TEXTINDEXMETHODS", line
226 ORA-06512: at line 1.
Cause: Script Failure Error
Action: To resolve this issue, configure your environment to include Intermedia text. For
more information, refer to the Oracle 8i Intermedia Text Installation Manuals FAQ or
contact Oracle Support.

Script Failed Error

The following error message can occur:
• ORA-29856: error occurred in the execution of ODCIINDEXDROP routine.
• ORA-20000: interMedia Text error: ORA-01722: invalid number ORA-06512: at
"CTXSYS.DRUE", line 126 ORA-06512: at "CTXSYS.TEXTINDEXMETHODS", line
226 ORA-06512: at line 1.
Configure your environment to include Intermedia text. For more information, refer to
the Oracle 8i Intermedia Text Installation Manuals FAQ or contact Oracle Support.

See Also
• Setting Up Note Types, page 13-1
• Mapping Note Types to a Source, page 13-2
• Setting Up the Source Object Code and Context, page 13-4
• Setting Profile Options, page 13-5

Troubleshooting Notes 15-1

Answers to Frequently Asked Questions (FAQs)
The following are frequently asked questions. Answers to these questions may help you
in troubleshooting problems with the Notes module.

Can You Delete or End Date Seeded Note Types?

Seeded data cannot be end dated or deleted. However, users can define new note types.

15-2 Oracle Common Application Components Implementation Guide

 16
Assignment Manager Implementation
Overview

This chapter covers the following topics:

• Overview
• Steps

Overview
Assignment Manager is a tool used to select qualified resources and to designate
them to a document or a task. It is also used to assign ownership to a document or
a task. Assignment Manager is accessed from other modules and applications, and
does not function as a standalone module. It supports all resource categories defined in
Resource Manager.
Note: Documents can be leads, opportunities, service requests, defects,
Depot Repair tasks, or escalations. Once a document is created, it can
require multiple tasks to fulfill the requirements.

Interaction with Other Applications in the e-Business Suite

The following diagram illustrates how Assignment Manager interacts with other
applications in the e-Business Suite

Assignment Manager Implementation Overview 16-1

 Assignment Manager Interaction with Other e-Business Applications

Interaction with Other E-Business Applications

Application Type Assignment Manager
Interaction

Territory Manager e-Business Assignment Manager uses

Territory Manager to identify
qualified resources within a
territory.

Forms Calendar Common Application Assignment Manager uses

Components the Forms-based Calendar
to obtain resource work shift
information.

Contracts e-Business Assignment Manager uses

Contracts to identify preferred
engineers for a customer.

Installed Base e-Business Assignment Manager uses

Installed Base to identify
preferred engineers for an
installed product.

16-2 Oracle Common Application Components Implementation Guide

 Application Type Assignment Manager
Interaction

Leads e-Business Leads uses Assignment

Manager to obtain a list of
qualified resources.

Defects e-Business Defects uses Assignment

Manager to obtain a list of
qualified resources.

Opportunities e-Business Opportunities uses Assignment

Manager to obtain a list of
qualified resources.

Accounts e-Business Accounts uses Assignment

Manager to obtain a list of
qualified resources.

Resource Manager Common Application Assignment Manager uses

Components Resource Manager to provide a
list of qualified resources.

Forms Tasks Common Application The forms-based Task Manager

Components determines task duration. It
also uses Assignment Manager
to assign resources (an owner
and an assignee) to a task.

Telesales e-Business Telesales uses Assignment

Manager to assign appropriate
resources to a task or to a
service request.

Teleservice e-Business Teleservice (formerly known

as Customer Support) uses
Assignment Manager to assign
an owner (individual or group
resource) to a service request.

Escalations Common Application Escalation Manager uses

Components Assignment Manager to assign
an owner to an escalation
document.

Field Service e-Business Field Service uses Assignment

Manager in the Dispatch
Center (previously the Control
Tower) to assign an owner to a
field service request.

Depot Repair e-Business Uses Assignment Manager for

Repair Tasks.

Steps
This section provides an overview of the required steps for implementing Assignment
Manager. Detailed instructions for these steps are contained in the chapter that follows.

Assignment Manager Implementation Overview 16-3

Verifying the TCF Server is Correctly Installed and Running
The implementor or system administrator verifies that the TCF (Thin Client Framework)
server is installed and functions properly. The Thin Client Framework Server connects to
Scheduler and aids the Gantt chart to display and render information.

Setting Prole Options

After verifying that the TCF server installed and running properly, the implementor
or system administrator must set the required profile options for Assignment
Manager. Profile options enable Assignment Manager to retrieve preferred resource
information including scheduling options.

Verifying Additional Setup Dependencies

Assignment Manager does not operate as a standalone application but is integrated
with other components from the e-Business suite and from ERP (Enterprise Resource
Planning). As a result, the implementor or system administrator must verify that all
of the following components are installed and configured properly to operate with
Assignment Manager:
• Territory Manager
• Forms-based Calendar
• Service Request
• Oracle Contracts
• Installed Base

Conguring Color Coded Tasks

Assignment Manager uses different colors to identify scheduled functions such as
shifts, assigned tasks, escalations, and available time slots when a planned time period
is indicated by the calling application. In addition to providing a default set of colors
that denote available times slots for specific functions, Assignment Manager also enables
implementor and administrators to configure their own color coded functions. This
feature simplifies the operation of applications that require intensive manual tasks to
assign resources. For example, a support representative using a support or service
application can easily determine the availability of qualified technicians to answer a
support call if their shifts, tasks, and availability are denoted by color.

Customizing the Assignment Manager UI

Assignment Manager is used by different applications each of which generally
requires a limited subset of its total available fields and options. For this reason, when
implementing Assignment Manager, the implementor or system administrator can
customize its UI based on their application requirements. The Assignment Manager UI
can be customized to meet the individual requirements of the following applications:
• Tasks
• Service Requests
• Service Request Tasks
• Escalations

16-4 Oracle Common Application Components Implementation Guide

 Note: If patch FND.D or higher is installed, do not perform
the TCF verification steps listed above. They are not
necessary. Instead, consult Note: 164766.1, available on MetaLink.

• Depot Repair Tasks

Setting Up Enhanced Planning Options

Assignment Manager enables you to configure time planning options that use the
SYSDATE and TIME functions to indicate the start of a shift instead of defaulting to the
task’s start date. This is useful in situations where the task’s start date precedes the date
and time in which the shift is assigned and consequently predates the resource’s shift
assignment. Enhanced planning options are configured using the JTFAM:Use systime
for Assignments profile option which is set to Yes or No at the site level. When set to
Yes, the profile option enables the SYSDATE and TIME functions to determine the start
of a shift. When set to No, the profile enables the task start date and time to represent
the start of a shift.

Skills-based Filtering
When assigning a resource to a Service Request for a specific problem, product, or
product category, Assignment Manager enables the most skilled resource to be
selected for each. Assignment Manager filters the values of the problem, product, or
product category that it receives from a Service Request. When Assignment Manager
subsequently searches the Resource Manager Skills Bank for a resource skill to assign
to the Service Request it uses search rules based on the filtered problem, product, or
product category values. Assignment Manager ships with tables that contain seeded
search rule data. When implementing Assignment Manager, you can create or modify
these search rules by inserting or updating data in the tables that contain the seeded
search rule information.
Skills-based filtering applies also to Depot Repair tasks.

Self-testing Framework
The Assignment Manager self-testing framework provides relevant parties such as
support analysts and quality assurance engineers with a method for testing Assignment
Manager that does not require input from calling documents. Normally, Assignment
Manager fetches and displays a list of resources based on parameter values passed by a
calling document such as a Service Request, Task, or Escalation. With the self-testing
Framework, data from calling documents can be simulating for testing purposes. The
Assignment Manager self-testing framework may only be used with JTA patch level
11.5.10 and higher.

Support for Excluded Resources

Assignment Manager provides support for excluded resources in the assignment process
for Service Requests, Service Request Tasks, Depot Repair Tasks, and Tasks. Installed
Base uses this feature to maintain a list of excluded contacts in addition to preferred ones
that are associated with a party. Contracts uses this feature to track excluded resources
in the task assignment process. Assignment Manager extracts information from these
applications and filters it to exclude the appropriate resources from being dispatched
for an assignment.

Assignment Manager Implementation Overview 16-5

Publishing Assignment Manager Business Events
Assignment Manager publishes a business event for assignments generated by the
Oracle Workflow Business Event System. When Assignment Manager is called by a
document (service request, task, escalation, defect, lead, opportunity, account and Depot
Repair task), it fetches a resource list. Assignment Manager then publishes resources that
it fetches from the list and relevant context information. Applications that subsequently
subscribe to this event can modify its content based on the context information and
fetched resources, or by plugging in their own custom logic.

Using Business Events to Generate Custom Logic

Assignment Manager provides a plug-in facility that enables organizations
to supplement the predefined logic that Assignment Manager uses to return
preferred or qualified resources to calling modules. This enables organizations to
extend, and customize Assignment Manager for specific routing and assignment
requirements. Assignment Manager accomplishes this by publishing business events
for the assignment process. These events are defined in the Oracle Workflow Event
Manager and are raised from the Assignment Manager API for the Service Request
(SR) document type. Subscriptions to these events may perform the custom processing
logic. The Assignment Manager API subsequently returns a PL/SQL table of resources to
the UI or to the calling module.

16-6 Oracle Common Application Components Implementation Guide

 17
Implementation Tasks for Assignment
Manager

This chapter covers the following topics:

• Setting Up the TCF Servers for Gantt
• Setting Profile Options
• Setting Up Other Dependencies
• Configuring Color Coded Tasks
• Customizing the Assignment Manager UI
• Setting Up Enhanced Planning Options
• Skills-based Filtering
• Self-testing Framework
• Support for Excluded Resources
• Publishing Assignment Manager Business Events
• Using Business Events to Generate Custom Logic

Setting Up the TCF Servers for Gantt

Assignment Manager uses Gantt to display tasks that are assigned, available, or
escalated and for scheduling. The Thin Client Framework (TCF) server must be running
and correctly configured for Gantt to display information and render it properly.
Note: Setting up the TCF servers is only required if you areusing the
Field Service product.

What is a Gantt Chart?

A Gantt chart displays tasks or other time bound entities in relation to their associated
resources and is typically used for scheduling purposes. A manager can use a Gantt
chart to view a team’s current workload. Based on this information, the manger can
make real-time decisions about task assignments, or can adjust and reassign tasks. A
Gantt chart can only display and render information properly if the TCF server is
running and is correctly configured.
Gantt charts are used by the following CRM modules:
• Field Service (Dispatch Center)

Implementation Tasks for Assignment Manager 17-1

 • Assignment Manager

What is the TCF Server?

The Thin Client Framework (TCF) server is a middle tier process that enables some
Oracle Applications user interface Java components to communicate with the middle
tier and database tier. The following CRM user interface Java components use the TCF
server to communicate the middle tier and database tier:
• Field Service Scheduler
• JTF Gantt Chart
• JTF Assignment Manager
The TCF server process should always be running in a production installation.

The Socket Server Class

The TCF server uses the Socket Server class (in the oracle.apps.fnd.tcf package) to handle
incoming connections. Administration of the TCF server is typically handled through
the ServerControl class (in the same package), which basically provides a clean interface
around all the different TCF server functions that an administrator might perform (for
example, starting, stopping, updating, and other similar tasks). Oracle recommends
using the ServerControl class for most purposes.
Note: The order and list of parameters for the ServerControl class, and
the SocketServer class are not the same. Refer to the Administering the
TCF Server (11i) documentation for a complete list. You can access this
document on Metalink (Note 123689.1).

Proxy Objects and Dispatchers

TCF is comprised of the following:
• A pair of Dispatcher classes which own the network connection
• An interface called Proxy which enables an object to use the TCF network connection
• An Item class which serializes data for transmission
Generally, the client application or applet creates a number of Proxy objects at the same
time, and then requests the Dispatchers to connect these objects to peer objects on the
middle tier. During this process the following occur:
• Proxies are implemented in pairs, one for the client, and one for the middle tier.
• The Dispatchers maintain a list of connected proxy pairs and handle the routing
of messages.
• Proxies communicate by writing messages to a buffer maintained by a
Dispatcher, and then instructing the Dispatcher to send these messages.
• Several proxies can share a round trip by waiting to call "send" until after each has
had an opportunity to write its messages.
• The Dispatchers deliver these messages by invoking the read Item method of Proxy.

17-2 Oracle Common Application Components Implementation Guide

Conguring the TCF Servers
Note: If patch FND.D or higher is installed, do not perform the TCF
configuration steps listed. They are not necessary. Instead, consult
Note: 164766.1, available on MetaLink.

Caution: These instructions for implementing the TCF servers are

NOT valid if the AOL TCF Server patch (bug # 1699404) has been
installed. This patch is owned by the Oracle Applications Object Library
(AOL). Contact AOL support for issues with this patch.

Configuring the TCF servers is a complex process with specific prerequisites. The
following table lists the required steps and sequence for configuring the TCF server.

TCF Conguration Steps

Step Description

1 Apply any necessary patches., page 17-3

2 Perform the necessary post-install steps., page

17-3

3 Configure the servers., page 17-4

4 Verify the server configuration., page 17-6

5 Troubleshoot any subsequent problems, page

17-10

Step 1: Installing any Required Patches

Begin configuring the TCF server by installing any patches required for the correct
performance of your system.

Patch 135908
You must apply patch 135908 if you have set up the Oracle Applications to use HTTP
protocol for communicating between a client browser and Oracle Forms and TCF servers.
135908 HTTP mode fails with: "java.io.IOException: Invalid HTTP Packet received"
when using TCF APIs.

Patch 1473057
You must apply patch 1473067 if you created the database using a non-US7ASCII and
non-WE8ISO8859P1 character set.
1473057 NLS enabled JDBC drivers. This is required for non-US7ASCII and
non-WE8ISO8859P1 character sets.

Step 2: Performing Post Install Steps

There are several post install steps that you need to perform after installing the patches
listed in Step 1: Installing any Required Patches, page 17-3. These steps are described
in this section.

Implementation Tasks for Assignment Manager 17-3

 Warning: If you have installed the TCF server on an IBM AIX
machine, then you MUST perform the steps listed in the AIX Port , page
17-4Instructions section.

Post Install Steps

The patches described in section Step 1: Installing Any Required Patches, page 17-3
contain both client and mid-tier Java code. After applying any of these patches, perform
the following steps:
1. Stop and start the TCF server.
The TCF server does not pick up the latest code until it is bounced.
2. Close the browsers on the client machines.
3. Clear out the JInitiator Jackie directory on the client machines.
4. Restart the client browsers. You must do this to force the regenerated JAR files to be
downloaded after you apply the patch.

AIX Port Instructions

If the TCF server is installed on an IBM AIX machine, then you must also do the
following:
1. Perform the port specific instructions provided in the JDBC 8.1.6 Release notes. These
Release Notes can be found on Metalling, note 114464.1.
In addition to the environment variables specified in the JDBC release notes, you
must update adovars.env with the following environment variable:
<JAVA_COMPILER>

set to:
<NONE>

Omitting this step causes the problem described in bug 1510941 to occur, thereby
causing the Gantt chart to fail.
2. Shut down the TCF server and restart it to force the changes to take effect.

Step 3: Conguring the Servers

Warning: Setting the communication protocol correctly is extremely
critical. If this step is performed incorrectly, the client/server
communication will not work.

In order for the TCF server and client to establish a connection over the network, you
should set up the following using the same communication protocol.
• Forms servers, page 17-5
• File appsweb.cfg, page 17-5
• TCF servers, page 17-5
The following table lists the valid communication protocols that you can use in setting
up and starting the Forms and TCF servers.

17-4 Oracle Common Application Components Implementation Guide

 Communication Protocols
Forms Mode TCF Protocol

http HTTP

https SSL

socket SOCKETS

Forms Servers
If starting the Forms server from the command line (on UNIX), then you must include
the Forms "mode" argument:
f60ctl { start | stop } port=port_num pool=pool_num log=log_file
mode={http|https|socket} exe=exe_name

Valid Forms modes are:

• http
• taps
• socket

File appsweb.cfg
Modify the appsweb.cfg file (usually found under $APPL_TOP/html/bin) so that it
includes the following:
connectMode=<protocol>

The connect mode parameter must indicate the same protocol as that which you set for
the Forms server. Again, valid protocols are:
• http
• https
• socket

TCF Servers
Configure the TCF servers to start and run in the same communication protocol mode as
that which you set for the Forms servers and indicated in the appsweb.cfg file.

Conguring the TCF Server Protocol

For details on configuring TCF servers, refer to the Administering the TCF Server (11i)
documentation for a complete list of the configuration settings. It is available on
Metalink (Note 123689.1).

Starting the TCF Servers

Note: Oracle Applications provide a script to start and stop a TCF
server. Refer to the Installing Oracle Applications guide, section "Review
Server Process Control Scripts" for the name and location of this file.

Start the TCF server from the command line (on UNIX) using the following arguments:

Implementation Tasks for Assignment Manager 17-5

 jre oracle.apps.fnd.tcf.ServerControl [START|STOP|STATUS|UPDATE]

<portnumber|default=10021> [<param=value>]

Valid parameters are listed and described in the previously mentioned Administering the
TCF Server (11i) documentation.
Note the following:
1. Oracle strongly recommends that you start the TCF server with the PROTOCOL
parameter set to the same value that you set for the Forms mode argument, as
described in the Forms servers, page 17-5 section.
2. The DBC file parameter is required.
3. At server startup, the TCF:HOST and TCF:PORT profile options are updated with
the information passed into ServerControl.
1. If the TCF server is started using HTTP protocol, then the TCF:HOST profile is
prefixed with "http://".
2. If the TCF server is started using SOCKETS protocol, then the TCF:HOST profile
is set without the "http://" prefix.

Step 4: Verifying the Server Congurations

The following table lists the required steps for verifying that the servers are configured
correctly.

Steps to Verify Server Conguration

Step Action

4a Verify that the mandatory setup steps were

performed correctly, page 17-6.

4b Verify the TCF Host Name and Port Number,

page 17-7.

4c Verify the TCF Connection., page 17-8

4d Verify that resources exist in the system, page

17-8.

4e Verify the Assignment Manager Setup, page

17-9.

Each of these steps is described in detail in the following sections.

Step 4a: Verify Mandatory Setups

Verify that you have correctly performed all the steps listed in the previous sections:
• Step 1: Installing any Required Patches, page 17-3
• Step 2: Performing the Post Install Steps, page 17-3
• Step 3: Configuring the Servers, page 17-4
If necessary, repeat any steps that were not performed correctly.

17-6 Oracle Common Application Components Implementation Guide

Step 4b: Verify TCF Host Name and Port Number
Perform the following steps to verify that the TCF host name and port number have
been set correctly.
1. Log in to your Personal Home Page (PHP) and select the System Administrator
responsibility.
2. In the Navigator, select Application > Menu.
The Menus window opens.
3. Select Diagnostics > Examine from the Help menu.
A password protect dialog box opens.
4. Enter a valid password.
If necessary, contact your system administrator for a valid password. After the
password is authenticated, the Examine Field and Variable Values window opens.
5. Enter the following search parameters:
• Block: $PROFILES$
• Field: TCF:HOST
The Value field should now display the host name of the TCF server.
• If the TCF server is started using HTTP protocol, then the host name must be
prefixed with "http://." If this is not the case, then one of the following has
occurred:
• The TCF server was not started in HTTP mode.
• The SocketServer class was used instead of ServerControl class to start the TCF
server.
• The system level TCF:HOST profile has been overridden at the application or
user level.
• The system level TCF:HOST profile has been manually changed on the system
level.
• If the TCF server is started using the SOCKETS protocol, then the host name
must not be prefixed with "http://."
If the ServerControl class (not the SocketServer class) is used to start the TCF
server, then it automatically sets the system level profile options. These profile
option values can also be set manually at the system, application, or user level in
Forms through the Profile menu, using the System Administrator responsibility.
Warning: Exercise extreme caution if you manually change these
values. Setting these values incorrectly may cause the Oracle
Applications client code to not be able to establish a connection to
the TCF server.

6. Perform a new search, changing the value of Field to TCF:PORT.

The Value field should reflect the number of the port on which the TCF was started.

Implementation Tasks for Assignment Manager 17-7

Step 4c: Verify the TCF Connection
Using the Menu Tree Viewer, perform the following steps to verify that the TCF
connection is working properly:
1. Log in to your Personal Home Page (PHP), if you are not already there, and select
the Application Developer responsibility.
2. Select Application > Menu.
3. Query up the JTF_NAVIGATE Menu item.
1. Select View > Query by Example > Enter.
2. Enter JTF_NAVIGATE in the Menu field.
3. Select View > Query by Example > Run.
The Menus window populates with the information.
4. Click View Tree.
You should see a tree like structure that corresponds to the Navigator hierarchy for
the CRM Administrator responsibility.
If you get an error after clicking View Tree, then the TCF Server has not been set up
properly. The error may read - The application was unable to establish a network
connection with the TCF SocketServer listening on port: <#####> on host: http:/// Please
contact your system administrator.
Note: If you are unable to establish a TCF connection, then a generic
TCF setup problem could exist. Contact your System Administrator or
Oracle Support representative to resolve the issue. Until this issue is
resolved, Gantt will not work properly.

Note: The Menu and View Tree forms are owned by the Oracle
Application Object Library (AOL). It could be that this is an issue that
needs to be resolved within that context.

Step 4d: Verify Resources Exist in the System

Perform the following to verify that resources are available in the system.
Note: Refer to the Oracle Common Application Components User Guide, and
the Oracle Common Application Components Implementation Guide for
details on setting up and configuring the Resource Manager

Log on as the APPS user using SQL*Plus and run the following SQL statement. This
returns resources that you can use to query in the Assignment Manager: Unassisted
mode:
SELECT jtf_task_utl.get_owner(r.resource_type ,r.resource_id)

resource_name

,r.resource_id

17-8 Oracle Common Application Components Implementation Guide

 ,r.resource_type

,o.name -- This is a descriptive name of the resource type

FROM ( select resource_id

,decode(category,’EMPLOYEE’,’RS_EMPLOYEE’

,’PARTNER’,’RS_PARTNER’

,’SUPPLIER_CONTACT’,’RS_SUPPLIER’

,’PARTY’,’RS_PARTY’

,’OTHER’,’RS_OTHER’) resource_type

FROM jtf_rs_resource_extns) r

,jtf_objects_vl o

,jtf_object_usages u

WHERE r.resource_type = o.object_code

AND o.object_code = u.object_code

AND u.object_user_code = ’RESOURCES’;

The result of running this query is a list of the defined resources that you can use to
verify that the Gantt chart is set up correctly.

Step 4e: Verify the Assignment Manager Setup

Perform the following steps to verify that all the installation and setup steps for the
Oracle Common Application Components Assignment Manager have been performed
correctly.
Note: Refer to the Oracle Common Application Components User Guide, and
the Oracle Common Application Components Implementation Guide for
details on setting up and configuring the Assignment Manager.

1. Log in to your Personal Home Page (PHP) and select the CRM Administrator
responsibility.

Implementation Tasks for Assignment Manager 17-9

 2. In the Navigator menu, select Task and Escalation Manager > Manage Escalations.
3. Enter sample text into the Escalation Summary field.
4. Click Assign.
The Assignment Manager window opens.
5. Select the Unassisted option button.
6. In the Resource Partial Name field, enter the first few letters from one of the names
returned by the SQL statement in the previous section (Step 4d: Verify Resources
Exist, page 17-8) and suffix the name with a percent "%" character.
7. Click Search.
• If the Gantt and TCF servers are working and have been set up correctly, then
you will see the resource name at the left side of the Gantt chart. If the
Forms-based Calendar module is defined correctly, then you also see Shifts
(yellow background color) and Tasks (blue and red bars).
For a task to be visible, it must exist, and have a scheduled start date and end
date that fall within the visible time range, and be assigned to a resource.
• If an "APP-JTF-210807: No Resources Found. Please Try Again." message is
returned, then you have entered a name that does not exist, or alternatively there
may be a problem in Assignment Manager.
• If nothing is returned, check the JInitiator Console Window for exceptions.

Note: Another reason for no resource found could be caused by:

Note: Patch 1883463 was applied and enable TCF to run as

a servlet. Files zone.properties and jserv.properties were
configured incorrectly.

Note: Resolution:

Note: 1. The file zone.properties under the Apache install

configuration directory (/Apache/Jserv/etc) should include the
lines:

Note: servlets.default.initArgs=FND_TOP=servlets.startup=
oracle.apps.fnd.tcf.SocketServer

Note: 2. The file jserv.properties (also under /Apache/Jserv/etc)

should include the lines: wrapper.classpath=<8.0.6 oracle
home>/forms60/java/f60srv.jar

Step 5: Troubleshoot Any Subsequent Problems

If any subsequent problems develop in configuring the TCF Server, consult the
Assignment Manger Troubleshooting Chapter, page 18-1 for more information.

17-10 Oracle Common Application Components Implementation Guide

Setting Prole Options
The following table lists the profile options used for implementing Assignment
Manager. You can set these options in any sequence.

Assignment Manager Prole Options

Name Default Level Description Outcome
Value

Activate Auto Yes Application This profile option is set to If you set this profile option to
Selection of Resources activate the auto-selection of No, the Assignment Manager
resources by the Assignment engine will automatically make
Manager engine. The engine a selection from the provided
uses this profile option setting list of resources.
to determine where the user
needs to make a selection
from the provided list of
resources, or if this task is
performed automatically by the
Assignment Manager engine
itself.

Activate Contracts No Application This profile option is set to If you set this profile option
Preferred Resources retrieve the preferred resource to No, it will uncheck the
information from the Contracts Contracts check box in the
module. The engine uses Assignment Manager.
this profile option setting
to determine whether the
Contracts Preferred Engineers
are picked up automatically
by the Assignment Manager
engine or not.

Activate Installed No Application This profile option is set to If you set this profile option
Base Preferred retrieve the preferred resource to No, it will uncheck the
Resources information from the Installed Installed Base check box in the
Base module. The engine uses Assignment Manager.
the profile option setting to
determine whether the Installed
Base Preferred Engineers are
picked automatically by the
engine.

Activate Workflow No default Application This profile option is set to This profile option is an
Name value a user-defined workflow additional filter based on the
procedure name. This user’s criteria.
workflow procedure is user-
programmed code for further
filtering the resources. The
engine retrieves the procedure
name from this profile option,
and uses it to process the user’s
request.

JTFAM: Resource Employee Site This profile option sets the This profile option is a
Type for Unassisted Resource default value for resource type convenience to the user
Mode in the unassisted mode. who wants the resource type
to be the defaulted value in the
unassisted mode.

Implementation Tasks for Assignment Manager 17-11

Name Default Level Description Outcome
Value

JTFAM:Use systime Yes Site This profile option enables the When set to Yes, the
for Assignments start time for a resource’s shift Assignment Manager uses
to be determined by either the the SYSDATE and TIME
SYSDATE or the start date and functions to determine the start
time of the relevant task. of a resource’s shift.
When set to No, Assignment
Manager uses the task start date
and time to determine the start
of the shift

JTFAM: Resource Contracts Site This profile option sets the If Contracts Preferred Resource
Search Order Preferred default order for resource is selected, then Assignment
Resource selection between Contracts Manager engine checks
and Installed Base if both Contracts preferred resources
check boxes are selected in first. If a Contracts preferred
the Assignment Manager for a resource is found, then stop
service request assignment. the process. If not, then check
the Installed Base preferred
resources. If a Installed Base
preferred resource is found, and
stop the process. If not, then
continue check the territories.
If Installed Base Preferred
Resource is selected, then
Installed Base preferred
resources are checked first, if a
resource is found, then stop the
process. If not, then continue
check the Contracts.
If "Both Contracts and
Installed Base" is selected, then
Assignment Manager checks
both preferred resources
simultaneously before
retrieving qualified resources
from winning territories.

JTFAM: Usage for All Site This profile option sets the If it is set to All, then all group
Groups and Teams default value for the group and or team resources, regardless
team resource selection used in of its usage, are all displayed
a service request assignment. in the Gantt chart. If it is set to
Support, then only the group
or team with Support usage can
then be retrieved for a service
request assignment.

Note: See Appendix A, Profiles Options, ERROR: linkend not in current

document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

Setting Up Other Dependencies

This section describes calling modules that require proper configuration to ensure that
the Assignment Manager selection criteria functions completely. Assignment Manager
performs an autoquery whenever it is opened from a calling module. Assignment

17-12 Oracle Common Application Components Implementation Guide

 Manager also generates specific error messages when it encounters any problems
performing a search. If no error occurs and no resources are found based on the search
criteria, Assignment Manager displays error messages stacked from the API.

Territory Manager
Territory Manager retrieves qualified resources specified in territories. Make sure that
transaction qualifiers are set up correctly and qualified resources are specified when
defining territories. Territories should be set up properly in order to use the Assisted
assignment option.

Forms-based Calendar
Forms-based Calendar displays the work shift information of qualified
resources. Resources’ shift schedules should be defined in the Forms-based Calendar
module in order to use the Resource Availability for the Assisted assignment option.
Note: Log in with the CRM Administrator responsibility and select
Calendar > Calendar Setup to access the calendar setup windows.

Service Request
Service Request designates a resource as Web available or unavailable. It assigns the
resource Web availability by using the Territory Assisted assignment option.

Contracts
Oracle Contracts specify preferred engineers defined in Contracts. This components
enables the use of Contracts preferred resources in the Assisted assignment option.

Installed Base
Installed Base specifies preferred resources defined in Installed Base. This components
enables the use of Installed Base preferred resources in the Assisted assignment option.

Conguring Color Coded Tasks

Assignment Manager displays a resource’s tasks for a specified time period in the
Gantt chart. The time period for each task is color coded according to a set of rules
stored in the color configuration table. Each row in this table contains rules for a
unique color values. Assignment Manager accesses a Task Manager table with seeded
color values that can be retained in their original state or modified. You can also
configure additional color values. When Assignment Manger obtains the list of tasks
to display for a resource, the Assignment Manager engine calls the Tasks public
API: JTF_TASK_CUSTOM_COLORS_PUB.GET_TASK_BGCOLORS. The API receives
information about the task, task type, assignment status, and priority, and returns the
background color value for each record in decimal format. The Assignment Manger UI
interprets the color’s decimal value and displays it in standard color format.

Implementation Tasks for Assignment Manager 17-13

Color Conguration Table
The attributes that determine a task color can be registered with those of the currently
displayed color in the color configuration table. The following table contains the color
configuration table columns and their corresponding attributes:

Assignment Manager Color Conguration Table

Column Function Primary Key Mandatory Data Type

RULE_ID Provides a unique Yes Yes Number

identifier for each
rule.

OBJECT_VERS Maintains the No Yes Number

ION_NUMBER revisions of each
table row.

COLOR_ Provides a No Yes Number

DETERMINAT numeric value for
ION_PRIORITY determining the
order in which
the color will
be evaluated by
the GET_TASK_
BGCOLORS
procedure.

TYPE_ID Identifies the task No No Number

type.

PRIORITY_ID Determines the No No Number

priority level.

ASSIGNMENT_ Determines the No No Number

STATUS_ID task assignment
status.

ESCALATED_ Specifies whether No No Varchar2(1)

TASK or not the task is
escalated.

BACKGROUND_ Provides a No Yes Number

COL_DEC decimal version
of the color.

BACKGROUND_ Provides an RGB No Yes Varchar2(12)

COL_RGB virions of the
color.

CREATED_BY Provides the No Yes Number

identity of the
individual who
created the task
color.

CREATION_ Provides the date No Yes Date

DATE on which the task
color was created

17-14 Oracle Common Application Components Implementation Guide

 Column Function Primary Key Mandatory Data Type

LAST_U Provides the No Yes Number

PDATED_BY identity of the
individual who
last updated data
for the task color.

LST_UPDATE_ Provides the date No Yes Date

DATE on which the task
color data was last
updated.

LAST_UPDATE_ Displays the login No No Number

LOGIN information of
the last person to
update the record.

ACTIVE_FLAG Specifies whether No Yes Varchar2(1)

the task color is
active or not. If
the task color is
not active, then its
information can
be overwritten by
subsequent patch
installations.

Seeded Color Conguration Data

Assignment Manger provides seeded data for red, golden yellow, and blue background
colors. These colors represent specific functions based on the following business logic:

Assignment Manager Seeded Colors

Color Function

Red Displays escalations.

Golden Yellow Displays shifts

Blue Displays assigned tasks.

Green Shows first available slot

These colors can be used, modified, or flagged for nonuse as required but should not
be removed from the color configuration table. If you do not want to use a seeded
color, you must flag it for nonuse by setting the ACTIVE_FLAG column in the color
configuration table to "N". If you modify seeded data, then it will not be overwritten by
any subsequent patch installations. If, however, you do not modify seeded data, then it
will be overwritten by the seed data of any subsequently installed patches. The following
table contains Assignment Manager seeded color data information:

Implementation Tasks for Assignment Manager 17-15

 Assignment Manager Seeded Colors Data
Color Conguration Red Data Golden Yellow Data Blue Data
Table Column

RULE_ID 1 2 3

COLOR_DETERM 10 20 100
INATION_PRIORITY

TYPE_ID Null Null Null

PRIORITY_ID Null Null Null

ASSIGNMENT_ Null 5 Null

STATUS_ID

ESCALATED_TASK Y N Null

BACKGROUND_ 16711680 16776960 3342591

COL_DEC

BACKGROUND_ Red GoldenYellow Blue

COL_RGB

ACTIVE_FLAG Y Y Y

Hard Coded Colors

In addition to providing seeded colors, Assignment Manager contains two hard coded
colors that cannot be modified. These colors are reserved for specific Assignment
Manager business logic and should not be duplicated in the color configuration table:

Assignment Manager Hard Coded Colors

Color Decimal Value Function

Green 44370 Displays available time slots.

Yellow 16776960 Task assignments that are in

status Working.

Guidelines
To properly configure color coded tasks in Assignment Manger you must adhere to
the following guidelines:

Determining Task Color Per Resource

Assignment manager determines the task color for each resource. The color of multiple
tasks can be determined in one API call, however, some applications such as Field
Service determine the color by using an inline function call in a SQL statement.

Evaluating Color Prioritization

Each record in the color configuration table contains rules for displaying a unique
task color. The GET_TASK_BGCOLORS procedure evaluates these rules for each
row in ascending order beginning with the row that contains the lowest value in
the COLOR_DETERMINATION_PRIORITY column. When creating or modifying

17-16 Oracle Common Application Components Implementation Guide

 colors, consider the order in which you want them evaluated and insert values in the
COLOR_DETERMINATION_PRIORITY column accordingly.

Creating Values for the RULE_ID Column

The RULE_ID column must contain unique sequential values. This is accomplished by
using the sequence JTF_TASK_CUSTOM_COLOR_S.

Creating Values for the COLOR_DETERMINATION_PRIORITY Column

The value of the column COLOR_DETERMINATION_PRIORITY must be a unique
number between 0 and 100.

Creating Values for the LAST_UPDATED_BY Column

If seed data is modified, then the value of column LAST_UPDATED_BY should be set to
a value other than 0 and 1.

Using Unique Colors for Each Function

If you use the same color to represent availability, shifts, task load, or escalations you
will not be able to differentiate between each function. For this reason, each function
must be represented with a unique color.

Using Different Background and Foreground Colors

If you use identical background and foreground colors it will be difficult to infer if
the colors actually correspond to a given task. Because Assignment Manger currently
does not perform validation for separate background and foreground colors, it is the
implementor’s responsibility to ensure that they are not identical.

Reserving Assignment Manager Hard Coded Colors

Do not create custom color values for the hard for the green and yellow hard coded
colors that ship with Assignment Manager.

Examples
This section contains examples for creating two new task colors to denote high priority
and low priority tasks that have been rejected. In this example, the implementor wants
the high priority rejected tasks to be evaluated and displayed in Assignment Manger
before the low priority rejected tasks.

Creating Violet Color for High Priority Rejected Tasks

Assume that the implementor creates a record for the color DarkViolet that
represents high priority rejected tasks. The following table contains data for the color
DarkViolet that is used to denote high priority rejected tasks. Since the value in the
COLOR_DETERMINATION_PRIORITY column is 5, the rules for this task color will
be evaluated by the GET_TASK_BGCOLORS procedure before any task color with a
value in this column of 6 or higher.

Implementation Tasks for Assignment Manager 17-17

 DarkViolet Color Example Data
Color Conguration Table Column Violet Color Data

RULE_ID 101

COLOR_DETERMINATION_PRIORITY 5

TYPE_ID Null

PRIORITY_ID 1

ASSIGNMENT_STATUS_ID 4

BACKGROUND_COL_DEC 9400D3

ESCALATED_TASK N

BACKGROUND_COL_RGB DarkViolet

ACTIVE_FLAG Y

SQL Script
The following script creates a record for the DarkViolet color in the color configuration
table:
SET SERVEROUTPUT ON

DECLARE

l_rowid ROWID;

l_color_id NUMBER;

BEGIN

fnd_global.apps_initialize (

user_id => 100001746, -- login user id

resp_id => 0, --- responsibility id

resp_appl_id => 0,

security_group_id => 0

);

17-18 Oracle Common Application Components Implementation Guide

SELECT jtf_task_custom_colors_s.nextval

INTO l_color_id

FROM dual;

jtf_task_custom_colors_pkg.insert_row (

x_rowid => l_rowid,

x_rule_id => l_color_id, ---101

x_color_determination_priority => 5,

x_type_id => null,

x_priority_id => 1,

x_assignment_status_id => 4,

x_escalated_task => ’Y’,

x_active_flag => ’Y’,

x_background_col_dec => 9400D3,

x_background_col_rgb => ’r148g000b211’, --DarkViolet

x_creation_date => SYSDATE,

x_created_by => fnd_global.user_id,

x_last_update_date => SYSDATE,

x_last_updated_by => fnd_global.user_id,

x_last_update_login => 0

Implementation Tasks for Assignment Manager 17-19

 );

END;

COMMIT;

EXIT;

Creating Lime Green Color for Low Priority Rejected Tasks

Assume that the implementor creates a record for the color LimeGreen that
represents low priority rejected tasks. The following table contains data for the color
LimeGreen that is used to denote low priority rejected tasks. Since the value in the
COLOR_DETERMINATION_PRIORITY column is 7, the rules for this task color will
be evaluated by the GET_TASK_BGCOLORS procedure after those of the high priority
rejected task color in the preceding example.

Lime Green Color Example Data

Color Conguration Table Column Violet Color Data

RULE_ID 102

COLOR_DETERMINATION_PRIORITY 7

TYPE_ID Null

PRIORITY_ID Null

ASSIGNMENT_STATUS_ID 4

ESCALATED_TASK N

BACKGROUND_COL_DEC 00FF00

BACKGROUND_COL_RGB LimeGreen

ACTIVE_FLAG Y

SQL Script
The following script creates a record for the LimeGreen color in the color configuration
table:
SET SERVEROUTPUT ON

DECLARE

17-20 Oracle Common Application Components Implementation Guide

 l_rowid ROWID;

l_color_id NUMBER;

BEGIN

fnd_global.apps_initialize (

user_id => 100001746, -- login user id

resp_id => 0, --- responsibility id

resp_appl_id => 0,

security_group_id => 0

);

SELECT jtf_task_custom_colors_s.nextval

INTO l_color_id

FROM dual;

jtf_task_custom_colors_pkg.insert_row (

x_rowid => l_rowid,

x_rule_id => l_color_id, ---102

x_color_determination_priority => 7,

x_type_id => null,

x_priority_id => NULL,

x_assignment_status_id => 4,

Implementation Tasks for Assignment Manager 17-21

 x_escalated_task => ’Y’,

x_active_flag => ’Y’,

x_background_col_dec => 00FF00,

x_background_col_rgb => ’r50g205b50’, --LimeGreen

x_creation_date => SYSDATE,

x_created_by => fnd_global.user_id,

x_last_update_date => SYSDATE,

x_last_updated_by => fnd_global.user_id,

x_last_update_login => 0

);

END;

COMMIT;

EXIT;

Customizing the Assignment Manager UI

The Assignment Manager UI can be customized to better suit the requirements
of the applications with which it is integrated. These applications, which include
Tasks, Depot Repair Tasks, Service Requests as well as Service Request Tasks, and
Escalations, generally require a limited subset of the total fields and options available
in the Assignment Manager UI. Assignment Manager renders the UI based on seeded
data in the table JTF_AM_SCREEN_SETUPS_B. When implementing Assignment
Manager, you can customize its UI by modifying data in this table.

17-22 Oracle Common Application Components Implementation Guide

Table JTF_AM_SCREEN_SETUPS_B
The following table describes JTF_AM_SCREEN_SETUPS_B including Who columns
and Flex field columns. Columns directly related to modifying the Assignment Manager
UI are indicated accordingly:

Table JTAM_SCREEN_SETUPS_B
Column Name Data Type Not Null Default Description

SCREEN_SETU Number N N UI Related.

P_ID Specifies the
unique ID for
the table.

DOCUMENT_TY Varchar2(30) N N UI Related.

PE Specifies the
document
from which
Assignment
Manager is
called, such
as SR (Service
Request). This
will be unique for
the table.

MODE_ASSIST Varchar2(1) N Y UI Related.

Determines
whether or not the
UI displays the
Assisted mode
radio button.
Valid values are
Y/N.

MODE_UNASS Varchar2(1) N Y UI Related.

IST Determines
whether or not the
UI displays the
Unassisted mode
radio button.
Valid values are
Y/N.

CONTRACTS Varchar2(1) N Y UI Related.

Determines
whether or not
the UI displays
the Contracts
checkbox. Valid
values are Y/N.

INSTALLED_ Varchar2(1) N Y UI Related.

BASE Determines
whether or not
the UI displays
the Install Base
checkbox. Valid
values are Y/N.

Implementation Tasks for Assignment Manager 17-23

 Column Name Data Type Not Null Default Description

TERRITORY Varchar2(1) N Y UI Related.

Determines
whether or not
the UI displays
the Territories
checkbox. Valid
values are Y/N.

AVAILABILITY Varchar2(1) N Y UI Related.

Determines
whether or not
the UI displays
the Resource
Availability
checkbox. Valid
values are Y/N.

DOC_DETAILS Varchar2(1) N UI Related.

Determines
whether or not
the UI displays
Document
Details. Valid
values are Y/N.

WINDOW_W Number N 7 UI Related.

IDTH Determines the
width of the
window for
the Assignment
Manager screen
in inches.

WINDOW_HE Number N 5 UI Related.

IGHT Determines the
height of the
window for
the Assignment
Manager screen
in inches.

WINDOW_X_ Number N 0 UI Related.

POSITION Specifies the
Assignment
Manager screen
position's X co-
ordinates.

WINDOW_Y_ Number N 0 UI Related.

POSITION Specifies the
Assignment
Manager screen
position's Y co-
ordinates.

17-24 Oracle Common Application Components Implementation Guide

Column Name Data Type Not Null Default Description

DOC_DTLS_ Varchar2(1) N N UI Related.

USER_VALUES Provides the
Products team
the flexibility to
customize what
the UI displays
in the Document
Details section.
Valid values are
Y/N. This setting
only works if the

DOC_DETAILS
column is set to Y.

SHOW_ Varchar2(1) N Y UI Related.

SELECTED_T Determines
IME whether or not
the UI displays
the selected
resource's start
and end time.
Valid values for
this column are
Y/N.

OBJECT_VERS Number Y N The object version

ION_NUMBER number.

USER_ID Number N N The user ID.

ATTRIBUTE1 Varchar2(150) N N Flex field.

ATTRIBUTE2 Varchar2(150) N N Flex field.

ATTRIBUTE3 Varchar2(150) N N Flex field.

ATTRIBUTE4 Varchar2(150) N N Flex field.

ATTRIBUTE5 Varchar2(150) N N Flex field.

ATTRIBUTE6 Varchar2(150) N N Flex field.

ATTRIBUTE7 Varchar2(150) N N Flex field.

ATTRIBUTE8 Varchar2(150) N N Flex field.

ATTRIBUTE9 Varchar2(150) N N Flex field.

ATTRIBUTE10 Varchar2(150) N N Flex field.

ATTRIBUTE10 Varchar2(150) N N Flex field.

ATTRIBUTE12 Varchar2(150) N N Flex field.

ATTRIBUTE13 Varchar2(150) N N Flex field.

ATTRIBUTE14 Varchar2(150) N N Flex field.

ATTRIBUTE15 Varchar2(150) N N Flex field.

Implementation Tasks for Assignment Manager 17-25

 Column Name Data Type Not Null Default Description

ATTRIBUTE_ Varchar2(150) N N Determines the

CATEGORY attribute category.

CREATED_BY Number Y N Determines the

identity of the
individual who
creates the screen
setup.

CREATION_ Date Y N Specifies the date

DATE on which the
screen setup is
created.

LAST_U Number Y N Specifies the

PDATED_BY individual who
last updates the
screen setup.

LAST_UPDATE_ Date Y N Specifies the date

DATE on which the
screen setup is
last updated.

LAST_UPDATE_ Number Y N Specifies the

LOGIN login ID of the
individual who
last updates the
screen setup.

SECURITY_ Number N N Specifies the

GROUP_ID security group ID
of the individual
who last updates
the screen setup.

Supported Document Types

Assignment Manager supports document types in FND_LOOKUPS (LOOKUP_TYPE
= JTF_AM_DOCUMENT_TYPE) as follows:

17-26 Oracle Common Application Components Implementation Guide

 Assignment Manager Supported Document Types
Document Type Denition

SR Service Request

TASK Tasks

SR_TASK Service Request Task

ESC Escalations

DEF Defects

LEAD Leads

OPPR Opportunities

ACC Accounts

DR Depot Repair Task

UI Layout Rules
The Assignment Manager UI must be customized according to a specific set of
rules. These rules specify how the UI is rendered and which columns in the table
JTF_AM_SCREEN_SETUPS_B contain information that is based on the values of other
columns in this table.

Document Type
The document type must be unique across the table. A unique constraint is
enforced using a unique index on the DOCUMENT_TYPE column. Based on the
DOCUMENT_TYPE data passed in the new AM_UI_TYPE parameter in forms, the UI is
rendered accordingly. If no data is passed in the AM_UI_TYPE parameter, then the UI is
rendered based on value of the existing AM_CALLING_DOC_TYPE parameter.

Assisted and Unassisted Mode

Assignment Manager displays the Mode window and its corresponding options
depending on the value of the MODE_ASSIST and MODE_UNASSIST columns based
on the following rules:

Implementation Tasks for Assignment Manager 17-27

 Assisted and Unassisted Mode Rules
MODE_UNASSIST MODE_ASSIST Remarks

N N Both the modes cannot be set

to ’N’ at the same time. If
this combination is set for any
document type then the UI will
not be rendered when called
for that document.

N Y 1. Mode window will not

appear.

2. Only Assisted Mode’s

corresponding fields will
be shown.

Y N 1. Mode window will not

appear.

2. Only Unassisted Mode’s

corresponding fields will
be shown.

Y Y The UI will default to the

existing UI layout and will
show both Assisted and
Unassisted modes as well as
their corresponding field.

Assisted Mode
In case of assisted mode, at least one of the following search options should be enabled
in the table:
• Contracts
• Installed Base
• Territories
• Availability
If for example, the value of the MODE_ASSIST column is ’Y’ then at least one of the
preceding four values must also be ’Y’.

Intelligent and Window to Promise modes

Because the Intelligent and Window to Promise modes are not supported in the post
11.5.6 version of the Assignment Manager UI, neither one can be customized.

Document Details
Document Details can be customized based on the values entered in the DOC_DETAILS
and DOC_DTLS_USER_VALUES columns according to the following rules:

17-28 Oracle Common Application Components Implementation Guide

 Document Details Rules
DOC_DETAILS DOC_DTLS_USER_VALUES Remarks

N N/Y The UI will not show document

details at all. It will disregard
the values entered for DOC_
DTLS_USER_VALUES column.

Y N 1. Document Details will be

displayed.
2. The content of Document
details will be the default
layout content i.e. it will
continue to display whatever it
is displaying in existing version
of AM UI.

Y Y 1. Document Details will be

displayed.
2. The content of Document
details will be the name-value
pairs passed to AM UI from
the product team using record
type JTF_ASSIGN_PUB.DOC_
DETAILS_REC.
3. If DOC_DTLS_USER_
VALUES is set to Y but no data
is passed in record, then the
document details box will be
displayed with null value.

Record Type JTFAMSR.DOC_DETAILS_REC_TYPE

The calling document can only customize the Document details section and display a
set of name/value pairs in that section, if the JTFAMSR.DOC_DETAILS_REC_TYPE is
populated with the appropriate values. The record type is defined as follows:
TYPE DOC_DETAILS_REC_TYPE IS RECORD_TYPE

Field_prompt1varchar2 (20):= NULL,

Field_value1varchar2 (150) := NULL,

Field_prompt2varchar2 (20):= NULL,

Field_value2varchar2 (150) := NULL,

Field_prompt3varchar2 (20):= NULL,

Implementation Tasks for Assignment Manager 17-29

 Field_value3varchar2 (150) := NULL,

Field_prompt4varchar2 (20):= NULL,

Field_value4varchar2 (150) := NULL,

Field_prompt5varchar2 (20):= NULL,

Field_value5varchar2 (150) := NULL

Selected Resource Details

When a user double clicks a resource from the list of resources, it is selected for
assignment and the Resource Details fields subsequently contain the following:
• Resource Name
• Resource Type
• Start Time
• End Time
The Start Time and End Time display is determined by the value in the value
SHOW_SELECTED_TIME column according to the following rules:

Start Time and End Time Display Rules

SHOW_SELECTED_TIME Remarks

N The UI will show only Resource Name and

Resource Type.

Y The UI will show Resource Name, Resource

Type, Start Time, and End Time.

Width and Height

The width and height of the Assignment Manager window is specified according to
the following rules:
• The value of the WINDOW_WIDTH and WINDOW_HEIGHT columns cannot be a
negative number or 0. When a negative number or 0 are entered as the value of these
columns, Assignment Manager uses the default window size values.
• When valid values are populated in these columns, the Assignment Manager UI
either resizes accordingly or reverts to the default values of 7 inches for width and 5
inches for height.

17-30 Oracle Common Application Components Implementation Guide

Window Position
The position of the Assignment Manager window is specified according to the following
rules:
• The value of the WINDOW_X_POSITION and WINDOW_Y_POSITION columns
cannot be negative.
• If no values are specified for the WINDOW_X_POSITION and WINDOW_Y_POS
ITION columns, they revert to the default value of 0

Customization Guidelines
The Assignment Manager UI must be customized according to specific guidelines.

Add Required Values to LAST_UPDATED_BY Column

When customizing the Assignment Manager UI, the implementor or System
Administrator should always update the LAST_UPDATED_BY column with the
appropriate user ID. Customized rows must not have values of 0 or 1 in the
LAST_UPDATED_BY column, otherwise the data will be lost when a new patch is
applied.
Example
In the following example, text marked in bold will change depending on the value
added by the implementor or system administrator. The LAST_UPDATED_BY column
contains an appropriate values that is neither 0 or 1:
UPDATE JTF_AM_SCREEN_SETUPS_B
SET mode_assist= ’N’
, last_update_date = sysdate
, last_updated_by = 100
, object_version_number = object_version_number + 1
WHERE document_type = ’TASK’
/

Populate the LAST_UPDATED_BY Column with the Required Sequence

To insert the data in the table JTF_AM_SCREEN_SETUPS_B, the sequence
JTF_AM_SCREEN_SETUPS_S.NXTVAL should be used for SCREEN_SETUP_ID
column. For inserts in the table, the data MUST be entered in both
JTF_AM_SCREEN_SETUPS_B and JTF_AM_SCREEN_SETUPS_TL tableS.

Modify Assignment Manager UI Seeded Data as Required

Seeded data for the Assignment Manger UI is stored in the tables JTF_AM_SCREEN_
SETUPS_B and JTF_AM_SCREEN_SETUPS_TL. To customize the Assignment Manager
UI, you must modify the seeded data as required. The following tables list the seeded
Assignment Manager UI values for each calling document:

Implementation Tasks for Assignment Manager 17-31

 Assignment Manager UI Seeded Data in JTF_AM_SCREEN_SETUPS_B
Columns Tasks Service Request Escalations Service Request
Tasks

SCREEN_SETU 1 2 3 4
P_ID

DOCUMENT_TY TASK SR ESC SR_TASK

PE

MODE_ASSIST Y Y Y Y

MODE_UNASS Y Y Y Y
IST

CONTRACTS Y Y Y Y

INSTALLED_ Y Y Y Y
BASE

TERRITORY Y Y Y Y

AVAILABILITY Y Y Y Y

DOC_DETAILS Y Y Y Y

WINDOW_W 7.7 7.7 7.7 7.7

IDTH

WINDOW_HE 6.4 6.4 6.4 6.4

IGHT

WINDOW_X_ 0 0 0 0
POSITION

WINDOW_Y_ 0 0 0 0
POSITION

DOC_DTLS_ N N N N
USER_VALUES

SHOW_ Y Y Y Y
SELECTED_T
IME

CREATED_BY 1 1 1 1

CREATION_ 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

DATE

LAST_U 1 1 1 1
PDATED_BY

LAST_UPDATE_ 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

DATE

OBJECT_VERS 1 1 1 1
ION_NUMBER

17-32 Oracle Common Application Components Implementation Guide

 JTF_AM_SCREEN_SETUPS_TL
Columns Tasks Service Request Escalations Service Request
Tasks

SCREEN_SETU 1 2 3 4
P_ID

PREFERENCE_ Default Task Default Service Default Default Service

NAME Request Escalations Request Task

CREATED_BY 1 1 1 1

CREATION_ 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

DATE

LAST_U 1 1 1 1
PDATED_BY

LAST_UPDATE_ 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

DATE

SOURCE_LANG US US US US

LANGUAGE US US US US

Examples
This section provides examples of customizing the Assignment Manager UI for different
calling documents.

Service Request
When the calling document is a Service Request, the default Assignment Manager UI
includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End
Time fields, as well as the default Document Details fields.

Implementation Tasks for Assignment Manager 17-33

 Default Service Request Screen

Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End
Time fields, are not required by the Service Request application, you can modify the
table JTF_AM_SCREEN_SETUPS_B to render the Assignment Manager UI without these
features. You can also modify the Document Details section with your own custom
fields. The following SQL script customizes the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b
SET mode_unassist = ’N’
,doc_dtls_user_values = ’Y’
,show_selected_time = ’N’
,last_updated_by = 123 -- userid of user who is upd
ating
,last_update_date = SYSDATE
,object_version_number= object_version_number + 1
WHERE document_type = ’SR’

17-34 Oracle Common Application Components Implementation Guide

 Customized Service Request Screen

Note: Changing the DOC_DTLS_USER_VALUES column

enables you to display custom fields in the Document Detail
section. These fields will not appear, however, unless you populate the
JTFAMSR.DOC_DETAILS_REC_TYPE with the appropriate name/value
pairs.

Service Request Task

When the calling document is a Service Request Task, the default Assignment Manager
UI includes the Assisted Mode and Unassisted Mode radio buttons.

Implementation Tasks for Assignment Manager 17-35

 Default Service Request Task Screen

Since the Assisted Mode and Unassisted Mode radio buttons are not required by the
Service Request application, you can modify the table JTF_AM_SCREEN_SETUPS_B to
render the Assignment Manager UI without these features. The following SQL script
customizes the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b
SET mode_unassist = ’N’
,last_updated_by = 123 -- userid of user who is updating

,last_update_date = SYSDATE
,object_version_number= object_version_number + 1
WHERE document_type = ’SR_TASK’

17-36 Oracle Common Application Components Implementation Guide

 Customized Service Request Task Screen

Escalations UI
When the calling document is an Escalation, the default Assignment Manager UI
includes the Assisted Mode and Unassisted Mode radio buttons, the Start Time and
End Time fields, selection criteria for Contracts, Install Base, Territories, and Resource
Availability as well as the Document Details fields.

Implementation Tasks for Assignment Manager 17-37

 Default Escalations Screen

Since the Assisted Mode and Unassisted Mode radio buttons, the Start Time and End
Time fields, selection criteria for Contracts, Install Base, Territories, and Resource
Availability as well as the Document Details fields are not required by the Escalations
application, you can modify the table JTF_AM_SCREEN_SETUPS_B to render the
Assignment Manager UI without these features. The following SQL script customizes
the Assignment Manager UI in this manner:
UPDATE jtf_am_screen_setups_b

SET mode_assist = ’N’

,contracts = ’N’
,installed_base = ’N’
,territory = ’N’
,availability = ’N’
,show_selected_time = ’N’
,doc_details = ’N’
,last_updated_by = 123 -- userid of user who is upd
ating
,last_update_date = SYSDATE
,object_version_number= object_version_number + 1
WHERE document_type = ’ESC’

17-38 Oracle Common Application Components Implementation Guide

 Customized Escalations Screen

Backward Compatibility
For any document type not defined in the table JTF_AM_SCREEN_SETUPS_B,
Assignment Manager uses its default values. A calling document can insert data
into JTF_AM_SCREEN_SETUPS_B without altering the Assignment Manager UI, if
it inserts the default values into the appropriate columns. For example, if the
calling document inserts a new document type called DEFAULT_EXAMPLE into
JTF_AM_SCREEN_SETUPS_B that retains the default UI settings, then the columns
will contain the following values:

Implementation Tasks for Assignment Manager 17-39

 Backward Compatibility Data Example: JTF_AM_SCREEN_SETUPS_B
Column Name Column Value Description

SCREEN_SETUP_ID 1001 Specifies a unique screen setup

ID.

DOCUMENT_TYPE DEFAULT_EXAMPLE The name of the new document

type that contains the default
Assignment Manager UI
values.

MODE_ASSIST Y Retains the Assisted Mode

radio button.

MODE_UNASSIST Y Retains the Unassisted Mode

radio button.

CONTRACTS Y Retains the Contracts checkbox

INSTALLED_BASE Y Retains the Install Base

checkbox

TERRITORY Y Retains the Territories checkbox

AVAILABILITY Y Retains the Resource

Availability checkbox

DOC_DETAILS Y Retains the Document Details

component.

WINDOW_WIDTH 7 Specifies the default window

width of 7 inches.

WINDOW_HEIGHT 5 Specifies the default window

height of 5 inches.

WINDOW_X_POSITION 0 Specifies no X coordinate for

positioning the window.

WINDOW_Y_POSITION 0 Specifies no Y coordinate for

positioning the window.

DOC_DTLS_USER_VALUES N Retains the default Document

Details fields by disabling the
ability to add custom fields.

SHOW_SELECTED_TIME Y Displays the Start Time and

End Time fields.

The default values for a new document type appear in the table JTF_AM_SCREEN_
SETUPS_TL as follows:

17-40 Oracle Common Application Components Implementation Guide

 JTF_AM_SCREEN_SETUPS_TL Sample Data
Column Name Column Value Description

SCREEN_SETUP_ID 1001 Specifies a unique screen setup

ID.

PREFERENCE_NAME User’s Preference Name Specifies the user’s preference

name.

SOURCE_LANG US Specifies the source language

LANGUAGE US Specifies the language.

Setting Up Enhanced Planning Options

Assignment Manager enables you to configure time panning options that use the
SYSDATE and TIME functions to indicate the start of a shift instead of defaulting to
the task’s start date. Enhanced planning options are configured using the JTFAM:Use
systime for Assignments profile option which is set to Yes or No at the site level. When
set to Yes, the profile option enables the SYSDATE and TIME functions to determine
the start of a shift. When set to No, the profile enables the task start date and time to
represent the start of a shift.

Examples
The following cases provide examples of setting up backward planning in Assignment
Manager.

Case 1
Case 1 assumes that the current SYSDATE value is 15 Aug 2003, 10:00:00. A resource, R1
is assigned a calendar for the month August 2003, with shifts starting from 8 am to 6
pm everyday of the week.

Step 1: Assign a Resource and shift to a Calendar

Assign Resources and shifts to a calendar by performing the following:
• Create a calendar by performing the following:
• Creating a Calendar called Test Cal using the Define Calendar Form.
• Create a Shift called Test Shift using the Define Shifts Form. Shift should have
working hours from Monday to Friday. Start time should be 8 am, duration 10 hours.
• Assigning the Resource R1 to the calendar Test Cal from 1st August 2003 to 30th
December 2003, using the Assign Resource to Calendar form.
• Assigning Test Shift to the calendar Test Cal using the Assign Shift/Exception form.

Step 2: Assign the Resource to a Territory

Assign resource R1 to a territory where Task Priority = High. To accomplish this, navigate
to Territory Manager -> Territory Administration and enter the following values:
• Territory = Service Request and Task
• Transaction Qualifier = Task Priority
• Value = High

Implementation Tasks for Assignment Manager 17-41

 • Resource assigned = R1

Step 3: Create the Service Request

Create Service Request SR1 with Task T1 using the Create Service Request form available
with the Customer Support responsibility:
• Planned Start time for T1 = 1st Jan 2003,08:00:00
• Planned End Date = 30th Aug, 2003, 08:00:00
• Duration = 2 Hours.

Step 4: View the Results in Assignment Manager

Invoke the Assignment Manager form by clicking the icon adjacent to the Assignee filed
for the Service Request Task. Ensure that the Territories check box is selected while the
remaining check boxes are not selected. Assignment Manager will perform the following:
• Search for Resource R1’s availability from 15 Aug 2003, 10:00:00 to 29 Aug
2003, 10:00:00.
• Display resource R1 rendering the shifts in yellow and the first available slot in green.
• Double clicking the resource will select the resource, which can be returned to the
SR Task by clicking OK.
• Assignment Manager will return resource R1, from 15 Aug 2003, 10:00:00 to 15
Aug 2003, 12:00:00.

Case 2
Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider
the following:
• SYSDATE = 15 Aug 2003, 10:00:00
• Resource R1 has been assigned a calendar for the month August 2003, with shifts
starting from 8 am to 6 pm everyday of the week.
• R1 is assigned to a territory for Task Priority = High.
• Service Request SR1 has a Task T2. Planned Start time for T2 is 1st Aug
2003, 10:00:00and Planned End Date is 25 Aug 2003, 10:00:00 for duration = 2 Hours.
Assignment Manager will search for Resource R1’s availability from 15 Aug 2003, 10:00:00
to 29 Aug 2003, 10:00:00, since the range from 29th Aug 2003, 10:00:00 - 15th Aug 2003
10:00:00 is greater than the range 25th Aug 2003, 10:00:00 - 15th Aug 2003 10:00:00.
Assignment Manager will subsequently return 15 Aug 2003, 10:00:00 to 15 Aug
2003, 12:00:00.

Case 3
Create a calendar and assign shifts in the same manner as Case 1, Step 1 and consider
the following:
• SYSDATE = 15 Aug 2003, 10:00:00
• Resource R1 has been assigned a calendar for the month August 2003, with shifts
starting from 8 am to 6 pm everyday of the week.
• R1 is assigned to a territory for Task Priority = High.

17-42 Oracle Common Application Components Implementation Guide

 • Service Request SR1 has a Task T3. Planned Start time for T3 is null, Planned End
Date is null and for duration = null.
Assignment Manager will search for Resource R1’s availability from 15 Aug 2003, 10:00:00
to 29 Aug 2003, 10:00:00 for a duration of 1 Hour and will return 15 Aug 2003, 10:00:00
to 15 Aug 2003, 11:00:00.

Skills-based Filtering
When assigning a resource to a Service Request for a specific problem, product, or
product category, Assignment Manager enables the most skilled resource to be
selected for each. Assignment Manager filters the values of the problem, product, or
product category that it receives from a Service Request. When Assignment Manager
subsequently searches the Resource Manager Skills Bank for a resource skill to assign
to the Service Request it uses search rules based on the filtered problem, product, or
product category values. Assignment Manager ships with tables that contain seeded
search rule data. When implementing Assignment Manager, you can create or modify
these search rules by inserting or updating data in the tables that contain the seeded
search rule information.

Search Rules
Assignment Manager searches the Skills Bank for skilled resources based on search
rules stored in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. The
following figure demonstrates how Assignment Manager applies the search rules when
searching for skilled resources. The figure is explained in the text.

Search Rules

1. The calling document passes values into Assignment Manager which include a
combination of the Problem Code, Product, or Product Category parameters.

Implementation Tasks for Assignment Manager 17-43

 2. If the calling document has passed a combination of these parameters
into Assignment Manager, then Assignment Manager searches table
JTF_AM_SKILL_RULES to determine if that combination has been seeded for the
document type. This table stores the rule_id parameter for a specific set of values
received by Assignment Manager.
3. If Assignment Manager locates seeded data for this combination, it accesses table
JTF_AM_SKILL_RULE_DTLS to determine if rule exists that specifies at least one
of the values for product, product category or problem code must be searched for
in the Skills Bank.
4. If the Rule is found then Assignment Manager searches the Skills Bank based
on that rule. The Skills Bank contains table JTF_RS_RESOURCE_SKILLS, which
lists the Skill_level_id parameter for a resource’s skills, and table
JTF_RS_SKILL_LEVEL_VL, which lists the skill level for each Skill_level_id
parameter.

Table JTF_AM_SKILL_RULES
Table JTF_AM_SKILL_RULES contains the following definitions.

Table JTF_AM_SKILL_RULES Denitions

Column Name Values Description

Rule_id Unique seeded id The unique ID for a specific

combination of values passed
to Assignment Manager.

Document_type SR, TASK, SR_TASK, The document, such as SR

(Service Request), from which
ESC, DEF, LEAD, OPPR, ACC
Assignment Manager is
DR called. This is a unique value
for the table. These values are
explained in the Supported
Document Types section.

Product_id_passed 1/0 A value of 1 indicates that

the calling document has
passed the product_id and
the product_org_id into
Assignment Manager.

Category_id_passed 1/0 A value of 1 indicates that the

calling document has passed
the product_category_id into
Assignment Manager.

Problem_code_passed 1/0 A value of 1 indicates that

the calling document has
passed the problem_code into
Assignment Manager.

Component_id_passed 1/0 This column is currently not in

use and the value is set to 0.

Active_flag Y/N Y indicates that the rule is active

and should be considered in
the search.

17-44 Oracle Common Application Components Implementation Guide

Table JTF_AM_SKILL_RULES Standard Columns
Table JTF_AM_SKILL_RULES contains the following Standard columns.

Table JTF_AM_SKILL_RULES Standard Columns

Name Null/Not Null Type

RULE_ID NOT NULL NUMBER

DOCUMENT_TYPE NOT NULL VARCHAR2(30)

PRODUCT_ID_PASSED NOT NULL NUMBER

CATEGORY_ID_PASSED NOT NULL NUMBER

PROBLEM_CODE_PASSED NOT NULL NUMBER

COMPONENT_ID_PASSED NOT NULL NUMBER

ACTIVE_FLAG NOT NULL VARCHAR2(10)

Table JTF_AM_SKILL_RULES Who Columns

Table JTF_AM_SKILL_RULES contains the following Who columns.

Table JTF_AM_SKILL_RULES Who Columns

Name Null/Not Null Type

CREATED_BY NOT NULL NUMBER

CREATION_DATE NOT NULL DATE

LAST_UPDATED_BY NOT NULL NUMBER

LAST_UPDATE_DATE NOT NULL DATE

LAST_UPDATE_LOGIN NOT NULL NUMBER

OBJECT_VERSION_NUMBER NOT NULL NUMBER

ATTRIBUTE_CATEGORY NOT NULL VARCHAR2(150)

Table JTF_AM_SKILL_RULES Flexeld Columns

Table JTF_AM_SKILL_RULES contains the following Flexfield columns.

Implementation Tasks for Assignment Manager 17-45

 Table JTF_AM_SKILL_RULES Flexeld Columns
Name Null/Not Null Type

ATTRIBUTE1 NOT NULL VARCHAR2(150)

ATTRIBUTE2 NOT NULL VARCHAR2(150)

ATTRIBUTE3 NOT NULL VARCHAR2(150)

ATTRIBUTE4 NOT NULL VARCHAR2(150)

ATTRIBUTE5 NOT NULL VARCHAR2(150)

ATTRIBUTE6 NOT NULL VARCHAR2(150)

ATTRIBUTE7 NOT NULL VARCHAR2(150)

ATTRIBUTE8 NOT NULL VARCHAR2(150)

ATTRIBUTE9 NOT NULL VARCHAR2(150)

ATTRIBUTE10 NOT NULL VARCHAR2(150)

ATTRIBUTE11 NOT NULL VARCHAR2(150)

ATTRIBUTE12 NOT NULL VARCHAR2(150)

ATTRIBUTE13 NOT NULL VARCHAR2(150)

ATTRIBUTE14 NOT NULL VARCHAR2(150)

ATTRIBUTE15 NOT NULL VARCHAR2(150)

SECURITY_GROUP_ID NOT NULL NUMBER

Table JTF_AM_SKILL_RULE_DTLS Table Denitions

Table JTF_AM_SKILL_RULE_DTLS contains the following definitions.

17-46 Oracle Common Application Components Implementation Guide

 Table JTF_AM_SKILL_RULE_DTLS Denitions
Column Name Values Description

Detail_id Unique ID The unique ID for a rule.

Rank Number (Unique within a rule The order in which the rules
iD) are applied.

Rule_id Header table ID A value of 1 indicates that the

product_id and the product_
org_id have been passed in to
Assignment Manager.

Check_Product_Id 1/0 A value of 1 indicates that the

product must match the skills
bank product ID.

Check_Category_id 1/0 A value of 1 indicates that the

category must match the skills
bank category ID.

Check_Problem_code 1/0 A value of 1 indicates that the

problem code must match the
skills bank problem code ID.

Check_Component_id 1/0 A value of 1 indicates that the

component must match the
skills bank component ID.

Active_flag Y/N Y indicates that the skill is

active and must be considered
in the search.

Table JTF_AM_SKILL_RULE_DTLS Standard Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Standard columns.

Table JTF_AM_SKILL_RULE_DTLS Standard Columns

Name Null/Not Null Type

DETAIL_ID NOT NULL NUMBER

RULE_ID NOT NULL NUMBER

RANK NOT NULL NUMBER

CHECK_PRODUCT_ID NOT NULL NUMBER

CHECK_CATEGORY_ID NOT NULL NUMBER

CHECK_PROBLEM_CODE NOT NULL NUMBER

CHECK_COMPONENT_ID NOT NULL NUMBER

ACTIVE_FLAG NOT NULL VARCHAR2(10)

Table JTF_AM_SKILL_RULE_DTLS Who Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Who columns.

Implementation Tasks for Assignment Manager 17-47

 Table JTF_AM_SKILL_RULE_DTLS Who Columns
Name Null/Not Null Type

CREATED_BY NOT NULL NUMBER

CREATION_DATE NOT NULL DATE

LAST_UPDATED_BY NOT NULL NUMBER

LAST_UPDATE_DATE NOT NULL DATE

LAST_UPDATE_LOGIN NOT NULL NUMBER

OBJECT_VERSION_NUMBER NOT NULL NUMBER

ATTRIBUTE_CATEGORY NOT NULL VARCHAR2(150)

Table JTF_AM_SKILL_RULE_DTLS Flexeld Columns

Table JTF_AM_SKILL_RULE_DTLS contains the following Flexfield columns.

Table JTF_AM_SKILL_RULE_DTLS Flexeld Columns

ATTRIBUTE1 NOT NULL VARCHAR2(150)

ATTRIBUTE2 NOT NULL VARCHAR2(150)

ATTRIBUTE3 NOT NULL VARCHAR2(150)

ATTRIBUTE4 NOT NULL VARCHAR2(150)

ATTRIBUTE5 NOT NULL VARCHAR2(150)

ATTRIBUTE6 NOT NULL VARCHAR2(150)

ATTRIBUTE7 NOT NULL VARCHAR2(150)

ATTRIBUTE8 NOT NULL VARCHAR2(150)

ATTRIBUTE9 NOT NULL VARCHAR2(150)

ATTRIBUTE10 NOT NULL VARCHAR2(150)

ATTRIBUTE11 NOT NULL VARCHAR2(150)

ATTRIBUTE12 NOT NULL VARCHAR2(150)

ATTRIBUTE13 NOT NULL VARCHAR2(150)

ATTRIBUTE14 NOT NULL VARCHAR2(150)

ATTRIBUTE15 NOT NULL VARCHAR2(150)

SECURITY_GROUP_ID NOT NULL NUMBER

Search Rules Examples

The following example demonstrates how Assignment Manager applies search rules
for skills-based filtering based on sample data in tables JTF_AM_SKILL_RULES and
JTF_AM_SKILL_RULE_DTLS.

17-48 Oracle Common Application Components Implementation Guide

Table JTF_AM_SKILL_RULES Sample Data
Column Name Values Description

Rule_id 1 The rule is identified as 1.

Document_type SR The document type for the

calling document is a Service
Request

Product_id_passed 1 The calling document has

passed the Product_id and
the Product_org_id values to
Assignment Manager.

Category_id_passed 1 The calling document has

passed the Category_id value
to Assignment Manager.

Problem_code_passed 1 The calling document has

passed the Problem_code value
to Assignment Manager.

Component_id_passed 0 The calling document has not

passed the Compent_id value
to Assignment Manager since
Assignment Manager does not
yet use the Component_id_
passed column.

Active_flag Y This rule is currently active and

can be used.

In the sample data for table JTF_AM_SKILL_RULES, Assignment Manager selects

Rule 1 if it receives values for the product_id and product_org_id, category_id and
problem_code from the calling document. When Assignment Manager selects Rule 1, it
searches for details for that rule in table JTF_AM_SKILL_RULE_DTLS.

Implementation Tasks for Assignment Manager 17-49

 Table JTF_AM_SKILL_RULE_DTLS Sample Data
Column Values Values Values Values Values
Name

Detail_id 1 2 3 4 5

Rank 10 20 30 40 50

Rule_id 1 1 1 1 1

Check_ 1 0 0 0 0
Product_Id

Check_ 0 1 0 0 1
Category_id

Check_ 1 1 1 1 0
Problem_code

Check_ 0 0 0 0 0
Component_
id

Active_flag Y Y Y Y Y

In table JTF_AM_RULE_DTLS, Assignment Manager successively applies all of the

search rules for a specific value in the Rule_id column, beginning with the lowest ranked
one where the Active_flag is set to Y.
In the case of the sample data, Assignment Manager first selects the rule with the lowest
value in the Rank column, which is 10. Where the value of Rank is 10, the value of
check_product_id and check_problem_code are 1. Consequently, Assignment Manager
searches the Skills Bank for qualified resources and marks the ones that are rated for
product and problem code. When this process is completed, Assignment Manager
selects the rule with the next lowest rank, which is 20. Where the value of Rank is
20, Check_Category_id, and Check_Problem_Code are 1. Consequently, Assignment
Manager searches the Skills Bank for qualified resources and marks the ones that are
rated for Product Category and Problem Code.
Assignment Manager continues this process until all of the rules are applied in
succession and at least one of the given combination is returned. If no rules are defined
for a particular combination of values passed in then no filtering occurs and all of the
qualified resources are returned.

Supported Document Types

Assignment Manager supports document types from the FND_LOOKUPS table where
LOOKUP_TYPE = JTF_AM_DOCUMENT_TYPE. These document types do not pass a
Component_id value to Assignment Manager, which consequently does not use it for
skills-based filtering. Component_id is included as a column in the search rule tables
for future requirements.

17-50 Oracle Common Application Components Implementation Guide

 Supported Document Types
Document Type Calling Document

SR Service Request

TASK Tasks

SR_TASK Service Request Task

ESC Escalations

DEF Defects

LEAD Leads

OPPR Opportunities

ACC Accounts

DR Depot Repair Tasks

Business Rules
The following skills-based filtering business rules are seeded for any document type
recognized by Assignment Manager.

No Rules Found in Table JTF_AM_SKILL_RULES

When the calling document passes values for Product, Product Category and Problem
Code and no rule found in the table JTF_AM_SKILL_RULES, then all the qualified
resources are returned without skills-based filtering.

No Corresponding Rule Exists in Table JTF_AM_SKILL_RULE_DTLS

When the calling document passes values for Product, Product Category and Problem
Code and a rule is found in the table JTF_AM_SKILL_RULES, but no related records
exist in JTF_AM_SKILL_RULE_DTLS for the rule_id, then all the qualified resources are
returned without any filtering based on skills.

Additional Values Entered into 1/0 Columns for Table JTF_AM_SKILL_RULE_DTLS

If values other than 1 or 0 are passed into columns in table JTF_AM_SKILL_RULE_DTLS
that only have valid values of 1 or 0, then these are treated as values of 0. For example
if, if jtf_am_skill_rule_dtls.check_product_id is set to 5, this is programmatically
equivalent to 0.

Additional Values Entered into 1/0 Columns for Table JTF_AM_SKILL_RULES

If values other than 1 or 0 are passed into columns in table JTF_AM_SKILL_RULES
that only have valid values of 1 or 0, then the rule is treated as an invalid rule. For
example, if jtf_am_skill_rules.product_id_passed is set to 5, Assignment Manager does
not consider the rule at all.

A Rule is Entered into

If a rule detail is found in JTF_AM_SKILL_RULE_DTLS for which the values of
check_product_id, check_category_id and check_problem_code are all set to 0 then no
filtering occurs for this rule. This rule is considered to be non-existent.

Implementation Tasks for Assignment Manager 17-51

Service Request Examples
This section contains skills-based filtering use cases in which a Service Request passes
a combination of Product, Problem Code and Product category values to Assignment
Manager and Assignment Manager executes search steps based on those values. In
the following table, X indicates that a value is specified for the corresponding
Product, Problem Code, or Product Category in the search step. Each search step is
explained in the subsequent text.

Steps Executed by Assignment Manager for Skills-based ltering

Skills Combination Combination Combination Combination Combination
1 2 3 4 5

Product X X X X N/A
Category

Product X X N/A N/A N/A

Problem Code X N/A X N/A X

Combination 1
The following table contains the rules for Combination 1:

Rules for Combination 1

Skill Combina- Step 1 Step 2 Step 3 Step 4 Step 5
tion 1

Product X N/A X N/A N/A X

Category

Product X X N/A N/A X N/A

Problem X X X X N/A N/A

Code

Combination 1 contains the following data in table JTF_AM_SKILL_RULES:

Combination 1 Data in Table JTF_AM_SKILL_RULES

Column Name Values

Rule_id 1

Document_type SR

Product_id_passed 1

Category_id_passed 1

Problem_code_passed 1

Component_id_passed 0

Active_flag Y

17-52 Oracle Common Application Components Implementation Guide

Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 1 Data in Table JTF_AM_SKILL_RULE_DTLS

Column Values Values Values Values Values
Name

Detail_id 1 2 3 4 5

Rank 10 20 30 40 50

Rule_id 1 1 1 1 1

Check_ 1 0 0 1 0
Product_Id

Check_ 0 1 0 0 1
Category_id

Check_ 1 1 1 0 0
Problem_code

Check_ 0 0 0 0 0
Component_
id

Active_flag Y Y Y Y Y

With Combination 1, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

With Combination 1, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

Implementation Tasks for Assignment Manager 17-53

 The service request passes the following values to Assignment Manager.
• Product_id = 149, product_org_id = 204
• Category_id = 1390
• Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 1 Skills Bank Search Result

Resource_ id Skill_level

R1 60

R2 80

R4 0

R5 0

Combination 2
The following table contains the rules for Combination 2:

Rules for Combination 2

Skill Combination 2 Step 1 Step 2

Product Category X N/A X

Product X X N/A

Problem Code N/A N/A N/A

Combination 2 contains the following data in table JTF_AM_SKILL_RULES:

17-54 Oracle Common Application Components Implementation Guide

Combination 2 Data in Table JTF_AM_SKILL_RULES
Column Name Values

Rule_id 2

Document_type SR

Product_id_passed 1

Category_id_passed 1

Problem_code_passed 0

Component_id_passed 0

Active_flag Y

Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 2 Data in Table JTF_AM_SKILL_RULE_DTLS

Column Name Values Values

Detail_id 6 7

Rank 10 20

Rule_id 2 2

Check_Product_Id 1 0

Check_Category_id 0 1

Check_Problem_code 0 0

Check_Component_id 0 0

Active_flag Y Y

With Combination 2, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 null null null EE01 null

R2 3 149 204 null EE01 null

R3 4 null null 1390 EE01 null

R4 2 149 204 null null null

R5 3 null null 1390 null null

Implementation Tasks for Assignment Manager 17-55

 With Combination 2, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = 149, product_org_id = 204
• Category_id = 1390
• Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 2 Skills Bank Search Result

Resource_ id Skill_level

R1 0

R2 100

R3 0

R4 0

R5 80

Combination 3
The following table contains the rules for Combination 3:

17-56 Oracle Common Application Components Implementation Guide

Rules for Combination 3
Skill Combination 3 Step 1 Step 2 Step 3

Product Category X X N/A X

Product N/A N/A N/A N/A

Problem Code X X X N/A

Combination 3 contains the following data in table JTF_AM_SKILL_RULES:

Combination 3 Data in Table JTF_AM_SKILL_RULES

Column Name Values

Rule_id 3

Document_type SR

Product_id_passed 0

Category_id_passed 1

Problem_code_passed 1

Component_id_passed 0

Active_flag Y

Combination 3 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 3 Data in Table JTF_AM_SKILL_RULE_DTLS

Column Name Values Values Values

Detail_id 8 9 10

Rank 10 20 30

Rule_id 3 3 3

Check_Product_Id 1 0 1

Check_Category_id 0 0 0

Check_Problem_code 1 1 0

Check_Component_id 0 0 0

Active_flag Y Y Y

With Combination 3, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Implementation Tasks for Assignment Manager 17-57

 Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS
Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

R4 2 149 204 N/A N/A N/A

R5 3 N/A N/A 1390 N/A N/A

With Combination 3, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = 149, product_org_id = 204
• Category_id = null
• Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

17-58 Oracle Common Application Components Implementation Guide

 Combination 3 Skills Bank Search Result
Resource_ id Skill_level

R1 60

R2 80

R3 0

R4 0

R5 0

Combination 4
The following table contains the rules for Combination 4:

Rules for Combination 4

Skill Combination 4 Step 1 Step 2

Product Category X N/A X

Product N/A N/A N/A

Problem Code N/A N/A N/A

Combination 4 contains the following data in table JTF_AM_SKILL_RULES:

Combination 4 Data in Table JTF_AM_SKILL_RULES

Column Name Values

Rule_id 4

Document_type SR

Product_id_passed 0

Category_id_passed 1

Problem_code_passed 0

Component_id_passed 0

Active_flag Y

Combination 4 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Implementation Tasks for Assignment Manager 17-59

 Combination 4 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values

Detail_id 11

Rank 10

Rule_id 4

Check_Product_Id 0

Check_Category_id 1

Check_Problem_code 0

Check_Component_id 0

Active_flag Y

With Combination 4, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

R4 2 149 204 N/A N/A N/A

R5 3 N/A N/A 1390 N/A N/A

With Combination 4, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = null, product_org_id = null
• Category_id = 1390

17-60 Oracle Common Application Components Implementation Guide

 • Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 4 Skills Bank Search Result

Resource_ id Skill_level

R1 0

R2 0

R3 0

R4 0

R5 80

Combination 5
The following table contains the rules for Combination 5:

Rules for Combination 5

Skill Combination 5 Step 1

Product Category N/A N/A

Product N/A N/A

Problem Code X X

Combination 5 contains the following data in table JTF_AM_SKILL_RULES:

Implementation Tasks for Assignment Manager 17-61

 Combination 5 Data in Table JTF_AM_SKILL_RULES
Column Name Values

Rule_id 5

Document_type SR

Product_id_passed 0

Category_id_passed 0

Problem_code_passed 1

Component_id_passed 0

Active_flag Y

Combination 5 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 5 Data in Table JTF_AM_SKILL_RULE_DTLS

Column Name Values

Detail_id 12

Rank 10

Rule_id 5

Check_Product_Id 0

Check_Category_id 0

Check_Problem_code 1

Check_Component_id 0

Active_flag Y

With Combination 5, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

R4 2 149 204 N/A N/A N/A

R5 3 N/A N/A 1390 N/A N/A

17-62 Oracle Common Application Components Implementation Guide

 With Combination 5, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = null, product_org_id = null
• Category_id = null
• Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 5 Skills Bank Search Result

Resource_ id Skill_level

R1 60

R2 0

R3 0

R4 0

R5 0

Task Examples
This section contains skills-based filtering use cases in which a Task passes a combination
of Product, Problem Code and Product category values to Assignment Manager and
Assignment Manager executes search steps based on those values. In the following
table, X indicates that a value is specified for the corresponding Product, Problem
Code, or Product Category in the search step. Each search step is explained in the
subsequent text.

Implementation Tasks for Assignment Manager 17-63

 Combination of Values Passed by a Task to Assignment Manager
Skill Combination 1 Combination 2

Product Category X X

Product X X

Problem Code X N/A

Combination 1
The following table contains the rules for Combination 1:

Rules for Combination 1

Skill Combination 1 Step 1 Step 2 Step 3

Product Category X X N/A N/A

Product X N/A X N/A

Problem Code X N/A N/A X

Combination 1 contains the following data in table JTF_AM_SKILL_RULES:

Combination 1 Data in Table JTF_AM_SKILL_RULES

Column Name Values

Rule_id 6

Document_type TASK

Product_id_passed 1

Category_id_passed 1

Problem_code_passed 1

Component_id_passed 0

Active_flag Y

Combination 1 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

17-64 Oracle Common Application Components Implementation Guide

Combination 1 Data in Table JTF_AM_SKILL_RULE_DTLS
Column Name Values Values Values

Detail_id 12 13 14

Rank 10 20 30

Rule_id 6 6 6

Check_Product_Id 1 0 0

Check_Category_id 0 1 0

Check_Problem_code 0 0 1

Check_Component_id 0 0 0

Active_flag Y Y Y

With Combination 1, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

R4 2 149 204 N/A N/A N/A

R5 3 N/A N/A 1390 N/A N/A

With Combination 1, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = 149, product_org_id = 204
• Category_id = 1390

Implementation Tasks for Assignment Manager 17-65

 • Problem_code = EE01
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 1 Skills Bank Search Result

Resource_ id Skill_level

R1 60

R2 80

R3 0

R4 0

R5 80

Combination 2
The following table contains the rules for Combination 2:

Rules for Combination 2

Skill Combination 2 Step 1 Step 2 Step 3

Product Category X X N/A N/A

Product X N/A X X

Problem Code N/A N/A N/A N/A

Combination 2 contains the following data in table JTF_AM_SKILL_RULES:

17-66 Oracle Common Application Components Implementation Guide

Combination 2 Data in Table JTF_AM_SKILL_RULES
Column Name Values

Rule_id 7

Document_type TASK

Product_id_passed 1

Category_id_passed 1

Problem_code_passed 0

Component_id_passed 0

Active_flag Y

Combination 2 contains the following data in table JTF_AM_SKILL_RULE_DTLS:

Combination 2 Data in Table JTF_AM_SKILL_RULE_DTLS

Column Name Values Values

Detail_id 15 16

Rank 10 20

Rule_id 7 7

Check_Product_Id 1 0

Check_Category_id 0 1

Check_Problem_code 0 0

Check_Component_id 0 0

Active_flag Y Y

With Combination 2, Assignment Manager accesses the following resource skill data in
table JTF_RS_RESOURCE_SKILLS:

Resource Skill Data in Table JTF_RS_RESOURCE_SKILLS

Resource_ Skill_level_ Product_ id Product_ Category_ Problem_ Compo-
id id org_id id code nent_id

R1 4 N/A N/A N/A EE01 N/A

R2 3 149 204 N/A EE01 N/A

R3 4 N/A N/A 1390 EE01 N/A

R4 2 149 204 N/A N/A N/A

R5 3 N/A N/A 1390 N/A N/A

Implementation Tasks for Assignment Manager 17-67

 With Combination 2, Assignment Manager accesses the following resource skill level
data in table JTF_RS_SKILL_LEVELS_VL:
.

Resource Skill Data in Table JTF_RS_SKILL_LEVELS_VL

Skill_level_id Skill_level

4 60

3 80

2 100

The service request passes the following values to Assignment Manager.

• Product_id = 149, product_org_id = 204
• Category_id = 1390
• Problem_code = null
The following resources are returned as Qualified Resources in Assignment Manger:
• R1
• R2
• R3
• R4
• R5
Assignment Manager searches the Skills Bank and returns the following result. Unskilled
resources are returned with their skill level set to 0:

Combination 2 Skills Bank Search Result

Resource_ id Skill_level

R1 0

R2 80

R3 0

R4 0

R5 80

Backwards Compatibility Considerations

If no rules are defined for a given combination of product category, product and problem
code values that the calling document passes to Assignment Manager then all qualified
resources are returned without any filtering.
For the qualifiers problem code, product and product category it is recommended that
you use the Skills Bank to obtain the most qualified resources. Setting these qualifiers in
territories is not advisable.

17-68 Oracle Common Application Components Implementation Guide

Customization Guidelines
You can customize the Skills Bank search logic as required by modifying the seeded
data in tables JTF_AM_SKILL_RULES and JTF_AM_SKILL_RULE_DTLS. When the
data in these tables is customized for a particular product, the last_updated_by column
should always be updated with the User_id value of the individual that modifies
the data. Customized rows should not have values of 0 or 1 in the last_updated_by
column, otherwise, if new patch is applied, the customized data will be lost.

Sample Code for Preventing the Execution of a Step

The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the
execution of Step 5 in Combination 1 of the Service Request examples:
UPDATE JTF_AM_SKILL_RULE_DTLS
SET active_flag = ’N’
, last_update_date = sysdate
, last_updated_by = 100
, object_version_number = object_version_number + 1
WHERE detail_id = 5
/
Note: Text marked in bold will change depending on whether or not
the rule is active.

Sample Code for Preventing the Execution of a Combination

The following SQL statement updates table JTF_AM_SKILL_RULE_DTLS to prevent the
execution of Combination 2 of the Service Request examples:
UPDATE JTF_AM_SKILL_RULES
SET active_flag = ’N’
, last_update_date = sysdate
, last_updated_by = 100
, object_version_number = object_version_number + 1
WHERE rule_id = 2
/
Note: Text marked in bold will change depending on whether or not
the rule is active.

Sample Code for Adding a Search Rule

The following SQL statement inserts data in table JTF_AM_SKILL_RULE_DTLS to add
a rule that searches for a resource rated for product and product category as the first
step in Combination 2 of the Service Request examples:

Implementation Tasks for Assignment Manager 17-69

 INSERT INTO JTF_AM_SKILL_RULE_DTLS

(DETAIL_ID,

RULE_ID,
RANK,
CHECK_PRODUCT_ID,
CHECK_CATEGORY_ID,
CHECK_PROBLEM_CODE,
CHECK_COMPONENT_ID,
ACTIVE_FLAG,
CREATED_BY,
CREATION_DATE,
OBJECT_VERSION_NUMBER)
VALUES (DETAIL_ID,
RULE_ID,
RANK,
CHECK_PRODUCT_ID,
CHECK_CATEGORY_ID,
CHECK_PROBLEM_CODE,
CHECK_COMPONENT_ID,
ACTIVE_FLAG,
CREATED_BY,
LAST_UPDATED_BY,
CREATION_DATE,
LAST_UPDATE_LOGIN,
LAST_UPDATE_DATE,
OBJECT_VERSION_NUMBER)
VALUES (jtf_am_screen_setup_dtls_s.nextval,
2,
5,
1,
1,
0,
0,
’Y’,
user id ,
sysdate,
user login id,
user id,
sysdate,
1)
/
Note: Text marked in bold must be substituted with the user id and
user login id

Seeded Data
Assignment Manager ships with seeded data in tables JTF_AM_SKILL_RULES and
JTF_AM_SKILL_RULE_DTLS. These tables are created in the JTF schema and store the
rules for searching the Skills Bank. Data in these tables can be modified to activate new
rules for the Skills Bank search.

Table JTF_AM_SKILL_RULES Seeded Data

The following table contains the seeded data stored in table JTF_AM_SKILL_RULES:

17-70 Oracle Common Application Components Implementation Guide

 Table JTF_AM_SKILL_RULES Seeded Data
Columns Row1 Row2 Row3 Row4 Row5 Row6

RULE_ID 1 2 3 4 5 6

DOCU- SR SR SR SR SR SR
MENT_TY
PE

PRODUCT_ 1 1 0 0 1 1
ID_PASSED

CATE- 1 1 1 1 0 0
GORY_ID_
PASSED

PROBLEM_ 1 0 1 0 1 0
CODE_
PASSED

COM 0 0 0 0 0 0
PONENT_
ID_PASSED

ACTIVE_ Y Y Y Y Y Y
FLAG

CREATED_ 1 1 1 1 1 1
BY

CREAT 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

ION_DATE

LAST_U 1 1 1 1 1 1
PDATED_
BY

LAST_U 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02 1-OCT-02

PDATE_
DATE

LAST_U 1 1 1 1 1 1
PDATE_
LOGIN

OBJECT_ 1 1 1 1 1 1
VERSION_
NUMBER

Table JTF_AM_SKILL_RULE_DTLS
The following table contains the seeded data stored in table JTF_AM_SKILL_RULE_
DTLS:

Implementation Tasks for Assignment Manager 17-71

 Table JTF_AM_SKILL_RULE_DTLS Seeded Data
Columns DETAIL_ RULE_ID RANK CHECK_ CHECK_ CHECK_ ACTIVE_
ID PRODUCT_CATEGORY_
PROBLEM_FLAG
ID ID CODE

1 1 1 10 1 0 1 Y

2 2 1 20 0 1 1 Y

3 3 1 30 0 0 1 Y

4 4 1 40 1 0 0 Y

5 5 1 50 0 1 0 Y

6 6 2 10 1 0 0 Y

7 7 2 20 0 1 0 Y

8 8 3 10 0 1 1 Y

9 9 3 20 0 0 1 Y

10 10 3 30 0 1 0 Y

11 11 4 10 0 1 0 Y

12 12 5 10 0 0 1 Y

13 13 6 10 1 0 0 Y

The standard Who columns and the check_component_id of the table

JTF_AM_SKILL_RULE_DTLS contains the following data for all rows:

JTF_AM_SKILL_RULE_DTLS Standard Who Columns and check_component_id

Columns Row1

CHECK_COMPONENT_ID 0

CREATED_BY 1

CREATION_DATE 1-OCT-02

LAST_UPDATED_BY 1

LAST_UPDATE_DATE 1-OCT-02

LAST_UPDATE_LOGIN 1

OBJECT_VERSION_NUMBER 1

Self-testing Framework
The Assignment Manager self-testing framework provides relevant parties such as
support analysts and quality assurance engineers with a method for testing Assignment
Manager that does not require input from calling documents. Normally, Assignment
Manager fetches and displays a list of resources based on parameter values passed by a
calling document such as a Service Request, Task, or Escalation. With the self-testing

17-72 Oracle Common Application Components Implementation Guide

 Framework, data from calling documents can be simulating for testing purposes. The
Assignment Manager self-testing framework may only be used with JTA patch level
11.5.10 and higher.

Assignment Manager Test form

The Assignment Manager Test Form is a tool that simulates the process of invoking
Assignment Manager from a Service Request, using either the Service Request header
or the Task tab, and a Task. To accomplish this, the parameters and record groups that
require assigned values before calling Assignment Manager are exposed.

Available Document Types

The Assignment Manager Test Form enables you to choose the following document
types from the Document Type menu:
• Service Request
• Service Request and Task
• Task
• Escalations
• Depot Repair
The form opens with a default option of Service Request.

Color Coded Labels For Fields

Assignment Manager Test Form fields contain color coded labels that are explained in a
legend on the screen. Red labels indicated hidden fields and blue labels indicate fields
that are no longer used as a qualifier to select a resource.

Setting up the Test Form

Perform the following to set up the Assignment Manager Test Form:
1. For any version of Oracle Common Application Components (formerly known as
CRM Application Foundation) that precedes version, 11.5.9, apply the patch for the
test form to your environment. The Test Form ships with releases of Oracle Common
Application Components that are subsequent to version 11.5.9.
2. Log in to Oracle Applications with Application Developer responsibility.
3. Navigate to the Application menu.
4. Perform a menu query for "CRM Administrator Main Menu".
5. Scroll down to the "Test Assignment Manager" entry. No prompts are entered for
this entry and the function for the entry will is "Test Assignment Manager". Enter
the value "Test Assignment Manager" for the prompt and save the changes.
6. Change to the CRM Administrator responsibility. The Test Assignment Manager
option is now available for this responsibility.

Document Type Behavior

This section describes how the Service Request, Service Request and Task, and Task
document types behave in the Assignment Manager Test Form.

Implementation Tasks for Assignment Manager 17-73

Service Request
When Service Request is selected the Assignment Manager Test Form screen exposes the
Service Request Qualifiers and the field labels display the labels from the Service Request
screen. The qualifier values that are generated by base table values are associated with
lists of values (LOVs). The qualifiers display the actual value that is passed to the record
type. This value can either be selected from LOVs or entered directly by the user. The
layout of this screen maps with the Service Request form regions. The block labels map
to the tabs in the Service Request form.

Service Request Task

When Service Request and Task is selected the Assignment Manager Test Form screen
exposes the Service Request Qualifiers that are to be populated when a user invokes
Assignment Manager from the Task tab of the Service Request form. The qualifier values
that are generated by base table values are associated with lists of values (LOVs). The
qualifiers display the actual value that is passed to the record type. This value can either
be selected from LOVs or entered directly by the user. The layout of this screen maps
with the Service Request form regions. The block labels map to the tabs in the Service
Request form.

Task
When a Task is selected, only the parameters are populated in the Assignment Manager
Test Form screen. Parameters are described in the Parameters section.

Parameters
You can populate the parameters for a Service Request, Service Request Task, or Task by
clicking the Parameters button and entering the required information in the Parameters
window.
The labels of each field denote the actual name of the parameters in the Assignment
Manager UI. When the AM_CALLING_DOC_TYPE is set to SR, the calling document
types are Service Request and Service Request and Tasks. When it is set to TASK, the
calling document is a task. For details about values to be set for the parameters please
refer to the Assignment Manager Integration Document.
After you set the parameters and qualifiers, you can invoke the Assignment Manager
UI by clicking the Get Assigned Resource button. The AM UI is referenced in the same
manner as the calling documents that reference it. Once the resource is selected in the
Assignment Manager UI, click OK and the selected resource will be fetched back to the
test form. All the values of the returning record type are displayed in the Returned
Resource block.

Example
In this example, a tester such as a support analyst or quality assurance engineer uses the
self-testing framework to determine whether or not Assignment Manager is working
correctly.

Set up Contracts, Installed Base, and Territories

The tester creates the following setup in Contracts, Installed Base, and Territories and
then runs the concurrent program "Generate Territory Packages" for Service Request:

17-74 Oracle Common Application Components Implementation Guide

 Example Setup: Contracts
Customer Preferred Engineer

AMC Consultants John Dunne

Example Setup: Installed Base

Product Preferred Resource

White Computer A Smith

Example Setup: Territories

Qualier Type Resources

Service Request Severity = Urgent Will Carry

Service Request Severity = Urgent ABC Group

Create a Service Request

Next, the tester creates a Service request (SR id 12345) with the following information:
• Contract for AMC Consultants
• Product identified as White Computer
• Service Request type = Urgent

Run the Test form

The tester then opens the test form from Applications and performs the following:
1. Select Service Request in the Document type field.
2. Select the Service Request Id and Service Request Type in the Qualifiers list.
3. Click the Parameters button and check the Installed Base, Contracts and Territories
check boxes.
4. Close the Parameters window by clicking OK
5. Click on the Get Assigned Resource button to launch the Assignment Manger UI.
1. If only the Contracts checkbox is selected then Assignment Manger searches and
retrieves John Dunne.
2. If only the Installed Base checkbox is selected then Assignment Manger searches
and retrieves A Smith.
3. If only the Territory checkbox is selected then Assignment Manger searches and
retrieves Will Carry and ABC Group.
4. If the resources are retrieved as expected then the tester concludes that
Assignment Manager works correctly.

Implementation Tasks for Assignment Manager 17-75

Support for Excluded Resources
Assignment Manager provides support for excluded resources in the assignment process
for Service Requests, Service Request Tasks, and Tasks. Installed Base uses this feature to
maintain a list of excluded contacts in addition to preferred ones that are associated with
a party. Contracts uses this feature to track excluded resources in the task assignment
process. Assignment Manager extracts information from these applications and filters it
to exclude the appropriate resources from being dispatched for an assignment.

Filtering Excluded Resources from Installed Base and Contracts

Assignment Manager filters excluded resources from Installed Base and Contracts based
on information provided by each application and optionally applies it to the list of
territory qualified resources. The Assignment Manager UI contains an attribute that
optionally displays the option to exclude resources. This functionality is displayed
by default.

Installed Base Excluded Resources

When Installed Base marks an excluded resource as "E", the Preferred_flag attribute of
the Installed Base Contact contains the following possible values:
• Y. This value indicates that the contact is a preferred contact for the specified party.
• N or NULL. This is the default value and indicates that the contat is a ’Non-Preferred’
contact.
• E. This value indicates that the contact is an Excluded contact for the specified party.
Contacts in Installed Base may be marked as Preferred, Preferred and
Primary, Primary, and Excluded.

Preferred
If a contact has the Preferred_flag set to "Y", then the resource is treated as an Installed
Base Preferred Resource. Assignment Manager subsequently returns the resource as an
Installed Base Preferred Engineer.

Preferred and Primary

If a contact has the Preferred_flag set to "Y" and Primary_Flag set to "Y", the
resourceis treated as an Installed Base Preferred Engineer who is also a Primary
Contact. Assignment Manager subsequently returns the resource as an Installed Base
Preferred Engineer and the Primary Flag displays "Yes" in the User Interface.

Primary
Contacts marked as Primary only will are not fetched by Assignment Manager.

Excluded
Excluded Resources are applied as a filter on the list of resources available for assignment
by Assignment Manager which uses the filter if the "Filter Excluded Resources" checkbox
is selected.

Contracts Excluded Resources

The Contracts Entitlements APIs communicate the resource type, resource names and
classification, through the Contracts Entitlements process. Contracts can mark Resources
as preferred and excluded.

17-76 Oracle Common Application Components Implementation Guide

Preferred
If in a Contract, a Resource is classified as ’Preferred’, the resource is treated as a
Contracts Preferred Resource and is returned by Assignment Manager. If the Resource is
marked as ’Primary’, then Assignment Manager displays that information in the user
interface. Contracts resources of Type = ’Preferred Engineer’ and ’Resource Groups’ are
considered returned to Assignment Manager.

Excluded
A Contract Resource classified as ’Excluded’ is applied as a filter on the list of resources
available for assignment by Assignment Manager. The filter is applicable if the ’Filter
Excluded Resources’ checkbox is selected. Contracts resources of Type = ’Preferred
Engineer’ and ’Resource Groups’ that are marked as excluded are returned to
Assignment Manager as excluded resources.

Process Flow
The following is the process flow with which Assignment Manager filters excluded
resources.
1. A Service Request, Service Request Task, or Task document calls Assignment
Manager.
2. Assignment Manager obtains a list of resources from Installed Base, Contracts, or
Territories.
3. Assignment Manager obtains a list of excluded resources from Installed Base and
Contracts.
4. Assignment Manager filters the excluded resources if the user has selected the "Filter
Excluded Resources" check box in the Assignment Manager user interface.
Note: Resources that have been excluded in one application such
as Installed Base or Contracts will be filtered out from the list of
Preferred Resources in the other. In such cases, a resource that has
been excluded in Installed Base or Contracts will be filtered out in
the Assignment Process. As a result, a resource that qualifies as a
Preferred Contracts Engineer may be filtered out as an excluded
Installed Base contact and a preferred Installed Base contact can be
filtered out as excluded Contract preferred engineer.

Business Rules
This feature contains the following business rules:
1. Excluded Resource for Contracts are considered to be in the Assisted Mode, when
the Contracts and the Filter Excluded Resources check boxes are both selected.
2. Excluded Resource for Installed Base are considered to be in the Assisted
Mode, when the Installed Base and the Filter Excluded Resources check boxes are
both selected.
3. Excluded Resources from Contracts will be filtered from:
• Contracts Preferred Engineers
• Installed Base Preferred Resource
• Territory Qualified Resource

Implementation Tasks for Assignment Manager 17-77

 4. Excluded Resources from IB will be filtered from:
• Contracts Preferred Engineers
• Installed Base Preferred Resource
• Territory Qualified Resource
5. In the "Unassisted Mode" of the Assignment Manager user interface, excluded
resources are not filtered. If an excluded resource is selected for assignment from
the list of Resources, the user receives a warning that a Contract or Installed Base
Excluded resource has been selected.

User Interface Functionality

The Assignment Manager user interface enables users to filter excluded resources.

Filter Excluded Resource Parameter

The Assignment Manager user interface contains a new parameter, AM_FILTER_
EXCLUDED_RESOURCE. The calling module can set the value of the parameter to
"Y" or "N".

Assisted Mode
In assisted mode the "Selection Criteria" region contains a check box labeled ’Filter
Excluded Resource’. The value set for the parameter AM_FILTER_EXCLUDED_
RESOURCE isused to select (=Y) or remove the selection (=N) for this checkbox. If the
checkbox is selected, then the Excluded Resources is filtered from the list of Preferred or
Qualified Resources based on the business rules for this feature.

Unassisted Mode
In unassisted mode, the Excluded Resources is not filtered. If an excluded resource is
selected for assignment from the list of resources, the user receives a warning to this
effect.

Backward Compatibility
If the check box for Exclude Resources is NOT selected, then Assignment Manager
behavior remains unchanged and it does not filter excluded resources. The
specification of the API JTF_ASSIGN_PUB.GET_ASSIGN_RESOURCES includes a new
parameter. Because the default value of the parameter is set to "N", Assignment Manager
does not filter the excluded resources if the calling module does not pass the parameter.

Publishing Assignment Manager Business Events

Assignment Manager publishes a business event for assignments generated by
applications using the Oracle Workflow Business Event System. When Assignment
Manager is called by a service request document, it fetches a resource list. Assignment
Manager then publishes resources that it fetches from the list and relevant context
information. Applications that subsequently subscribe to this event can modify its
content based on the context information and fetched resources, or by plugging in their
own custom logic.

17-78 Oracle Common Application Components Implementation Guide

The Oracle Workow Business Event System
The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager and workflow
process event activities.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.

Assignment Manager Events

Assignment Manager raises events when it is called from application documents.

Implementation Tasks for Assignment Manager 17-79

 Assignment Manager Events
Name Status Display Name Description Owner Name Owner Tag

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.sr. Manager is for Service Assignment
assign called for Request Manager
document_ or Service
type SR Request task.

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.task. Manager is for task Assignment
assign called for Manager
document
type TASK

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.esc. Manager is for escalations Assignment
assign called for Manager
document
type ESC

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.def. Manager is for defects Assignment
assign called for Manager
document
type DEF

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.acc. Manager is for accounts Assignment
assign called for Manager
document
type ACC

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.oppr. Manager is for Assignment
assign called for opportunities Manager
document
type OPPR

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.lead. Manager is for leads Assignment
assign called for Manager
document
type LEAD

Oracle.apps. Enabled Assignment Assignment ATG JTF

jtf.jasg.dr. Manager is for Depot Assignment
assign called for Repair tasks Manager
document
type DR

Process Flow
The following events occur in sequence to publish and subscribe to an Assignment
Manager business event.
1. Assignment Manager is called from a document.
2. Assignment Manager executes the process for obtaining preferred and qualified
resources.
3. Assignment Manager raises the business event that relates to the document.

17-80 Oracle Common Application Components Implementation Guide

 4. Other applications subscribe to the business event and process their subscriptions.
5. The applications return a list of resource to the Assignment Manager user
interface. If they are calling the Assignment Manager API, then the list of resources
are returned to the calling document.
6. Assignment Manager returns the newly processed values to the calling module.

Parameter List for Service Requests

The following parameters are passed to the event Oracle.apps.jtf.jasg.sr.assign:

Oracle.apps.jtf.jasg.sr.assign Parameters
Parameter Description

SERVICE_REQUEST_ID The Service Request ID

CONTRACT_ID The contract ID

CUSTOMER_PRODUCT_ID The customer product ID

TASK_ID The task ID

PARTY_ID The party ID

COUNTRY The country

PARTY_SITE_ID The party site ID

CITY The city

POSTAL_CODE The postal code

STATE The state

AREA_CODE The area code

COUNTY The country

COMP_NAME_RANGE The comp name range

PROVINCE The province

TASK_TYPE_ID The task type ID

TASK_STATUS_ID The task status ID

TASK_PRIORITY_ID The task priority ID

INCIDENT_SEVERITY_ID The incident severity ID

INCIDENT_URGENCY_ID The incident urgency ID

PROBLEM_CODE The problem code

INCIDENT_STATUS_ID The incident status ID

PLATFORM_ID The platform ID

SUPPORT_SITE_ID The support site ID

CUSTOMER_SITE_ID The customer site ID

Implementation Tasks for Assignment Manager 17-81

 Parameter Description

SR_CREATION_CHANNEL The Service Request creation channel

INVENTORY_ITEM_ID The inventory item ID

SQUAL_NUM12 Inventory item ID/Service Request platform

SQUAL_NUM13 Oraganization ID/Service Request Platform

SQUAL_NUM14 Category ID/Service Request Product

SQUAL_NUM15 Inventory Item ID/Service Request Product

QUAL_NUM16 Organization ID/Service Request Product

SQUAL_NUM17 Service Request Group Owner

SQUAL_NUM18 Contract Support Service Item

SQUAL_NUM19 Organization ID

SQUAL_CHAR11 VIP Customers

SQUAL_CHAR13 Service Request customer contact preference

SQUAL_CHAR20 Service Request language ID for Territories

Requirement

SQUAL_CHAR21 Service Request Service Contract Coverage

Example
In this example a Service Request Task calls Assignment Manager and Assignment
Manager subsequently raises a business event after first meeting the following
conditions:
• Priority = High(2),
• Resource_id = 100001733,
• Resource_Type = RS_EMPLOYEE
• Resource_Name = Bond, James

Step 1
Create a Service Request with Contract_Number: 5412.

Step 2
Create a Service Request Task "Fix Customer desktop", with task Priority = High.

Step 3
The Assignment Manager UI is invoked. Click Search.

Step 4
When Assignment Manager completes its process, table JTF_ASSIGN_PUB. G_assign_
resources_tbl contains the following resources:

17-82 Oracle Common Application Components Implementation Guide

 Resources Fetched From Resource List
Rec # Resource_id Resource_type Terr_id

1. 21 RS_EMPLOYEE 1001

2. 5 RS_GROUP 1001

Step 5
Assignment Manager raises the event Event Oracle.apps.jtf.jasg.sr.assign. The event
is populated with the following values:

Values Received by Event Oracle.apps.jtf.jasg.sr.assign

Parameter Name Value

SERVICE_REQUEST_ID 12999

CONTRACT_ID 278644021571490173160763359807470948045

CUSTOMER_PRODUCT_ID null

TASK_ID 4561

PARTY_ID 4429

COUNTRY Null

PARTY_SITE_ID Null

CITY Null

POSTAL_CODE Null

STATE Null

AREA_CODE Null

COUNTY Null

COMP_NAME_RANGE Null

PROVINCE Null

TASK_TYPE_ID 3

TASK_STATUS_ID 2

TASK_PRIORITY_ID 2

INCIDENT_SEVERITY_ID 2

INCIDENT_URGENCY_ID 6

PROBLEM_CODE HDWR

INCIDENT_STATUS_ID 9

PLATFORM_ID Null

SUPPORT_SITE_ID Null

Implementation Tasks for Assignment Manager 17-83

 Parameter Name Value

CUSTOMER_SITE_ID Null

SR_CREATION_CHANNEL Null

INVENTORY_ITEM_ID Null

SQUAL_NUM12 Null

SQUAL_NUM13 Null

SQUAL_NUM14 Null

SQUAL_NUM15 Null

SQUAL_NUM16 Null

SQUAL_NUM17 Null

SQUAL_NUM18 Null

SQUAL_NUM19 Null

SQUAL_CHAR11 Null

SQUAL_CHAR13 Null

SQUAL_CHAR20 Null

SQUAL_CHAR21 Null

Step 6
The function Add_Resource is executed and adds resources to JTF_ASSIGN_PUB. G_
assign_resources_tbl.

Step 7
Assignment Manager provides the calling application with the following resources

Resource Information Returned to Calling Application

Rec # Resource_id Resource_type Terr_id

1. 21 RS_EMPLOYEE 1001

2. 5 RS_GROUP 1001

3. 100001733 RS_EMPLOYEE

Parameter List for Task

The following parameters are passed to the event Oracle.apps.jtf.jasg.task.assign:

17-84 Oracle Common Application Components Implementation Guide

 Oracle.apps.jtf.jasg.task.assign Parameters
Parameter Description

TASK_ID The Task ID

BUSINESS_PROCESS_ID The business process ID

BUSINESS_PROCESS_DATE The date for the business process

CONTRACT_ID The contract ID

CUSTOMER_PRODUCT_ID The customer product ID

CATEGORY_ID The category ID

Parameter List for Escalations

The following parameters are passed to the event Oracle.apps.jtf.jasg.esc.assign:

Oracle.apps.jtf.jasg.esc.assign Parameters
Parameter Description

SOURCE_OBJECT_ID

SOURCE_OBJECT_TYPE

BUSINESS_PROCESS_ID The business process ID

BUSINESS_PROCESS_DATE The date for the business process

Parameter List for Defects

The following parameters are passed to the event Oracle.apps.jtf.jasg.def.assign:

Oracle.apps.jtf.jasg.def.assign Parameters
Parameter Description

CONTRACT_ID The contract ID

CUSTOMER_PRODUCT_ID The customer product ID

CATEGORY_ID The category ID

BUSINESS_PROCESS_ID The business process ID

BUSINESS_PROCESS_DATE The date for the business process

SQUAL_CHAR01

SQUAL_CHAR02

SQUAL_CHAR03

SQUAL_CHAR04

SQUAL_CHAR05

Implementation Tasks for Assignment Manager 17-85

 Parameter Description

SQUAL_CHAR06

SQUAL_CHAR07

SQUAL_CHAR08

SQUAL_CHAR09

SQUAL_CHAR10

SQUAL_CHAR11

SQUAL_CHAR12

SQUAL_CHAR13

SQUAL_CHAR14

SQUAL_CHAR15

SQUAL_CHAR16

SQUAL_CHAR17

SQUAL_CHAR18

SQUAL_CHAR19

SQUAL_CHAR20

SQUAL_CHAR21

SQUAL_CHAR22

SQUAL_CHAR23

SQUAL_CHAR24

SQUAL_CHAR25

SQUAL_NUM01

SQUAL_NUM02

SQUAL_NUM03

SQUAL_NUM04

SQUAL_NUM05

SQUAL_NUM06

SQUAL_NUM07

SQUAL_NUM08

SQUAL_NUM09

SQUAL_NUM10

SQUAL_NUM11

17-86 Oracle Common Application Components Implementation Guide

 Parameter Description

SQUAL_NUM12

SQUAL_NUM13

SQUAL_NUM14

SQUAL_NUM15

SQUAL_NUM16

SQUAL_NUM17

SQUAL_NUM18

SQUAL_NUM19

SQUAL_NUM20

SQUAL_NUM21

SQUAL_NUM22

SQUAL_NUM23

SQUAL_NUM24

SQUAL_NUM25

ATTRIBUTE1

ATTRIBUTE2

ATTRIBUTE3

ATTRIBUTE4

ATTRIBUTE5

ATTRIBUTE6

ATTRIBUTE7

ATTRIBUTE8

ATTRIBUTE9

ATTRIBUTE10

ATTRIBUTE11

ATTRIBUTE12

ATTRIBUTE13

ATTRIBUTE14

ATTRIBUTE15

Parameter List for Accounts

The following parameters are passed to the event Oracle.apps.jtf.jasg.acc.assign:

Implementation Tasks for Assignment Manager 17-87

 Oracle.apps.jtf.jasg.acc.assign Parameters
Parameter Description

CITY The city

POSTAL_CODE The postal code

STATE The state

PROVINCE The province

COUNTY The country

COUNTRY The country

INTEREST_TYPE_ID The interest type

PRIMARY_INTEREST_ID The primary interest

CONTACT_PRIMARY_INTEREST_ID

CONTACT_SECONDARY_INTEREST_ID

PARTY_SITE_ID The party site ID

AREA_CODE The area code

PARTY_ID The party ID

COMP_NAME_RANGE The comp name range

PARTNER_ID The partner ID

NUM_OF_EMPLOYEES The number of employees

CATEGORY_CODE The category code

PARTY_RELATIONSHIP_ID The party relationship ID

SIC_CODE

ATTRIBUTE1

ATTRIBUTE2

ATTRIBUTE3

ATTRIBUTE4

ATTRIBUTE5

ATTRIBUTE6

ATTRIBUTE7

ATTRIBUTE8

ATTRIBUTE9

ATTRIBUTE10

ATTRIBUTE11

ATTRIBUTE12

17-88 Oracle Common Application Components Implementation Guide

 Parameter Description

ATTRIBUTE13

ATTRIBUTE14

ATTRIBUTE15

ORG_ID

BUSINESS_PROCESS_ID

BUSINESS_PROCESS_DATE

Parameter List for Opportunities

The following parameters are passed to the event Oracle.apps.jtf.jasg.oppr.assign:

Oracle.apps.jtf.jasg.oppr.assign Parameters
Parameter Description

LEAD_ID

LEAD_LINE_ID

CITY The city

POSTAL_CODE The postal code

STATE The state

PROVINCE The province

COUNTY The country

COUNTRY The country

INTEREST_TYPE_ID The interest type

PRIMARY_INTEREST_ID The primary interest

SECONDARY_INTEREST_ID The secondary interest

CONTACT_INTEREST_TYPE_ID

CONTACT_PRIMARY_INTEREST_ID

CONTACT_SECONDARY_INTEREST_ID

PARTY_SITE_ID The party site ID

AREA_CODE The area code

PARTY_ID The party ID

COMP_NAME_RANGE The comp name range

PARTNER_ID The partner ID

NUM_OF_EMPLOYEES The number of employees

Implementation Tasks for Assignment Manager 17-89

 Parameter Description

CATEGORY_CODE The category code

PARTY_RELATIONSHIP_ID The party relationship ID

SIC_CODE

TARGET_SEGMENT_CURRENT

TOTAL_AMOUNT

CURRENCY_CODE

PRICING_DATE

CHANNEL_CODE

INVENTORY_ITEM_ID

OPP_INTEREST_TYPE_ID

OPP_PRIMARY_INTEREST_ID

OPP_SECONDARY_INTEREST_ID

OPCLSS_INTEREST_TYPE_ID

OPCLSS_PRIMARY_INTEREST_ID

OPCLSS_SECONDARY_INTEREST_ID

ATTRIBUTE1

ATTRIBUTE2

ATTRIBUTE3

ATTRIBUTE4

ATTRIBUTE5

ATTRIBUTE6

ATTRIBUTE7

ATTRIBUTE8

ATTRIBUTE9

ATTRIBUTE10

ATTRIBUTE11

ATTRIBUTE12

ATTRIBUTE13

ATTRIBUTE14

ATTRIBUTE15

ORG_ID

17-90 Oracle Common Application Components Implementation Guide

 Parameter Description

BUSINESS_PROCESS_ID

BUSINESS_PROCESS_DATE

Parameter List for Leads

The following parameters are passed to the event Oracle.apps.jtf.jasg.lead.assign:

Oracle.apps.jtf.jasg.lead.assign Parameters
Parameter Description

SALES_LEAD_ID

SALES_LEAD_LINE_ID

CITY The city

POSTAL_CODE The postal code

STATE The state

PROVINCE The province

COUNTY The country

COUNTRY The country

INTEREST_TYPE_ID The interest type

PRIMARY_INTEREST_ID The primary interest

SECONDARY_INTEREST_ID The secondary interest

CONTACT_INTEREST_TYPE_ID

CONTACT_PRIMARY_INTEREST_ID

CONTACT_SECONDARY_INTEREST_ID

PARTY_SITE_ID The party site ID

AREA_CODE The area code

PARTY_ID The party ID

COMP_NAME_RANGE The comp name range

PARTNER_ID The partner ID

NUM_OF_EMPLOYEES The number of employees

CATEGORY_CODE The category code

PARTY_RELATIONSHIP_ID The party relationship ID

SIC_CODE

BUDGET_AMOUNT

Implementation Tasks for Assignment Manager 17-91

 Parameter Description

CURRENCY_CODE

PRICING_DATE

SOURCE_PROMOTION_ID

INVENTORY_ITEM_ID

LEAD_INTEREST_TYPE_ID

LEAD_PRIMARY_INTEREST_ID

LEAD_SECONDARY_INTEREST_ID

PURCHASE_AMOUNT

ATTRIBUTE1

ATTRIBUTE2

ATTRIBUTE3

ATTRIBUTE4

ATTRIBUTE5

ATTRIBUTE6

ATTRIBUTE7

ATTRIBUTE8

ATTRIBUTE9

ATTRIBUTE10

ATTRIBUTE11

ATTRIBUTE12

ATTRIBUTE13

ATTRIBUTE14

ATTRIBUTE15

ORG_ID

SQUAL_NUM01

SQUAL_NUM06

CAR_CURRENCY_CODE

BUSINESS_PROCESS_ID

BUSINESS_PROCESS_DATE

Parameter List for Depot Repair Tasks

The following parameters are passed to the event Oracle.apps.jtf.jasg.dr.assign:

17-92 Oracle Common Application Components Implementation Guide

Oracle.apps.jtf.jasg.dr.assign Parameters
Parameter Description

TASK_ID The task ID

SERVICE_REQUEST_ID The Service Request ID

CONTRACT_ID The contract ID

CUSTOMER_PRODUCT_ID The customer product ID

CATEGORY_ID

INVENTORY_ITEM_ID The inventory item ID

INVENTORY_ORG_ID

BUSINESS_PROCESS_ID

BUSINESS_PROCESS_DATE

PARTY_ID The party ID

COUNTRY The country

PARTY_SITE_ID The party site ID

CITY The city

POSTAL_CODE The postal code

STATE The state

AREA_CODE The area code

COUNTY The country

COMP_NAME_RANGE The company name range

PROVINCE The province

TASK_TYPE_ID The task type ID

TASK_STATUS_ID The task status ID

TASK_PRIORITY_ID The task priority ID

INCIDENT_SEVERITY_ID The incident severity ID

INCIDENT_URGENCY_ID The incident urgency ID

PROBLEM_CODE The problem code

INCIDENT_STATUS_ID The incident status ID

PLATFORM_ID The platform ID

SUPPORT_SITE_ID The support site ID

CUSTOMER_SITE_ID The customer site ID

SR_CREATION_CHANNEL The Service Request creation channel

ATTRIBUTE1

Implementation Tasks for Assignment Manager 17-93

 Parameter Description

ATTRIBUTE2

ATTRIBUTE3

ATTRIBUTE4

ATTRIBUTE5

ATTRIBUTE6

ATTRIBUTE7

ATTRIBUTE8

ATTRIBUTE9

ATTRIBUTE10

ATTRIBUTE11

ATTRIBUTE12

ATTRIBUTE13

ATTRIBUTE14

ATTRIBUTE15

INVENTORY_ITEM_ID

SQUAL_NUM12 Inventory item ID/Service Request platform

SQUAL_NUM13 Oraganization ID/Service Request Platform

SQUAL_NUM14 Category ID/Service Request Product

SQUAL_NUM15 Inventory Item ID/Service Request Product

QUAL_NUM16 Organization ID/Service Request Product

SQUAL_NUM17 Service Request Group Owner

SQUAL_NUM18 Inventory Item ID/Contract Support Service

Item

SQUAL_NUM19 Organization ID/Contract Support Service Item

SQUAL_CHAR11 VIP Customers

SQUAL_CHAR13 Service Request customer contact preference

SQUAL_CHAR20 Service Request language ID for Territories

Requirement

SQUAL_CHAR21 Service Request Service Contract Coverage

Backward Compatibility
If there are no subscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign’, or if the
subscription is disabled, then Assignment Manager does not alter its processing. This
functionality does not alter calls made to the Assignment Manage API or user interface.

17-94 Oracle Common Application Components Implementation Guide

Using Business Events to Generate Custom Logic
Assignment Manager provides a plug-in facility that enables organizations
to supplement the predefined logic that Assignment Manager uses to return
preferred or qualified resources to calling modules. This enables organizations to
extend, and customize Assignment Manager for specific routing and assignment
requirements. Assignment Manager accomplishes this by publishing business events
for the assignment process. These events are defined in the Oracle Workflow Event
Manager and are raised from the Assignment Manager API for the Service Request
(SR) document type. Subscriptions to these events may perform the custom processing
logic. The Assignment Manager API subsequently returns a PL/SQL table of resources to
the UI or to the calling module.

Workow Background Information

The Publishing Assignment Manager Business Events, page 17-78 section contains most
of the required Workflow background information for this feature, however, it is useful
to know the additional terminology in this section.

WF_PARAMETER_LIST_T
Oracle Workflow uses the named varying array (varray) WF_PARAMETER_LIST_T
to store a list of parameters in a form that can be included in an event
message. WF_PARAMETER_LIST_T enables custom values to be added to the
WF_EVENT_T event message object. The WF_PARAMETER_LIST_T datatype can
include up to 100 parameter name and value pairs.

WF_ EVENT _T
WF_EVENT_T defines the event message structure that the Business Event System and
the Workflow Engine use to represent a business event. Internally, the Business Event
System and the Workflow Engine can only communicate events in this format. This
datatype contains all the header properties of an event message as well as the event data
payload, in a serialized form that is suitable for transmission outside the system.

Rules
The following rules apply to the successful operation of this feature:
• The PL/SQL table of resources is available as a global parameter to the
function/procedure that is subscribed to the event.
• More resources may be added to this table based on the customized logic.
• Resources may be removed from the PL/SQL table.
• The overall list of resources are subsequently returned to the Assignment Manage UI
or calling module.
• The subscription to the workflow event must have a phase < 100. This ensures
immediate execution of the subscription.
• If an error is raised by a subscription, the error message is stacked but the
Assignment Manager API does not error out.
• If any one of the subscriptions fail, Assignment Manager does not uptake any
changes by other subscriptions. Instead, the Assignment Manager API returns the
table of resources that were obtained before raising the business event.

Implementation Tasks for Assignment Manager 17-95

 • Commit and Rollback ARE NOT allowed in subscriptions.

Subscribed Function to event Oracle.apps.jtf.jasg.sr.assign

The function that is subscribed to the event requires the following parameters:
• p_subscription_grid in raw
• p_event in out wf_event_t, page 17-95
Please see the Assignment Manager Events, page 17-79 section for a description of this
function.

Use Case: Get Preferred/Qualied Resources for a SR Task

For cases in which the Service Request Task has a Priority = High(2), the Service Online
team wants to plug in a specific resource with the following parameters:

Use Case Parameters

Parameter Value

Resource_id 100001733

Resource_Type RS_EMPLOYEE

Resource_Name Bond, James

Subscriptions
Function Add_Resource is subscribed to event "Oracle.apps.jtf.jasg.sr.assign".

Add_Resource Function Sample Code

The following is sample code for the Add_Resource function:
Create Or Replace FUNCTION JASG_AM_ASSIGN_RESOURCE

(p_subscription_guid in raw,

p_event in out nocopy wf_event_t)

return varchar2 IS

l_event_key varchar2(240) := p_event.GetEventKey(

);

l_event_name varchar2(240) := p_event.GetEventName

();

i NUMBER := 0;

17-96 Oracle Common Application Components Implementation Guide

 l_task_priority_id NUMBER;

BEGIN

-- Get the task priorty id from the p_event in parameter

l_task_priority_id := p_event.GetValueForParameter(’TAS
K_PRIORITY_ID’);

if(jtf_assign_pub.g_assign_resources_tbl.count > 0)

then

i := jtf_assign_pub.g_assign_resources_tbl.last + 1;

else

i := 0;

end if;

If(l_task_priority_id = 2) -- if task priority is High then ad

d the resource to the global pl/sql table

THEN

jtf_assign_pub.g_assign_resources_tbl(i).resource_id := 100
001733;

jtf_assign_pub.g_assign_resources_tbl(i).resource_type := ’
RS_EMPLOYEE’;

END IF;

return ’SUCCESS’;

Implementation Tasks for Assignment Manager 17-97

 Exception

when others then

WF_CORE.CONTEXT(’JASG_AM_ASSIGN_RESOURCE’, p_event.getEv
entName( ), p_subscription_guid);

WF_EVENT.setErrorInfo(p_event, ’ERROR’);

return(’ERROR’);

END JASG_AM_ASSIGN_RESOURCE;

Step 1
A Service Request is created with Contract_Number: "5412"

Step 2
A Service Request Task "Fix Customer desktop" is created with task Priority = "High".

Step 3
The Assignment Manager UI is invoked and ’Search’ button pressed.

Step 4
Assignment Manager completes its normal flow and populates table
JTF_ASSIGN_PUB. G_assign_resources_tbl with the following values:

Values in Table JTF_ASSIGN_PUB. G_assign_resources_tbl Before Rasing Business Event

Rec # Resource_id Resource_type Terr_id

1. 21 RS_EMPLOYEE 1001

2. 5 RS_GROUP 1001

Step 5
Assignment Manager raises the event "Oracle.apps.jtf.jasg.sr.assign" which receives
the following values:

17-98 Oracle Common Application Components Implementation Guide

Parameters passed to event Oracle.apps.jtf.jasg.sr.assign
Parameter Name Value

SERVICE_REQUEST_ID 12999

CONTRACT_ID 278644021571490173160763359807470948045

CUSTOMER_PRODUCT_ID null

TASK_ID 4561

PARTY_ID 4429

COUNTRY Null

PARTY_SITE_ID Null

CITY Null

POSTAL_CODE Null

STATE Null

AREA_CODE Null

COUNTY Null

COMP_NAME_RANGE Null

PROVINCE Null

TASK_TYPE_ID 3

TASK_STATUS_ID 2

TASK_PRIORITY_ID 2

INCIDENT_SEVERITY_ID 2

INCIDENT_URGENCY_ID 6

PROBLEM_CODE HDWR

INCIDENT_STATUS_ID 9

PLATFORM_ID Null

SUPPORT_SITE_ID Null

CUSTOMER_SITE_ID Null

SR_CREATION_CHANNEL Null

INVENTORY_ITEM_ID Null

SQUAL_NUM12 Null

SQUAL_NUM13 Null

SQUAL_NUM14 Null

SQUAL_NUM15 Null

SQUAL_NUM16 Null

Implementation Tasks for Assignment Manager 17-99

 Parameter Name Value

SQUAL_NUM17 Null

SQUAL_NUM18 Null

SQUAL_NUM19 Null

SQUAL_CHAR11 Null

SQUAL_CHAR13 Null

SQUAL_CHAR20 Null

SQUAL_CHAR21 Null

Step 6
Assignment Manager executes the Add_Resource function which addes a resource to
JTF_ASSIGN_PUB. G_assign_resources_tbl.

Step 7
Assignment Manager generates the following out table to the calling module:

Values in JTF_ASSIGN_PUB. G_assign_resources_tbl after Oracle.apps.jtf.jasg.sr.assign

has been executed
Record Number Resource_id Resource_type Terr_id

1. 21 RS_EMPLOYEE 1001

2. 5 RS_GROUP 1001

3. 100001733 RS_EMPLOYEE N/A

Backward Compatibility"
If there are nosubscriptions to the workflow event Oracle.apps.jtf.jasg.sr.assign", or if the
subscription is disabled, then the processing does not change. This functionality does
not alter calls made from the calling module to the Assignment Manger UI or API.

17-100 Oracle Common Application Components Implementation Guide

 18
Troubleshooting Assignment Manager

This chapter covers the following topics:

• Common Implementation Errors for Assignment Manager
• Error Messages for Assignment Manager
• Troubleshooting Tips for Assignment Manager
• Troubleshooting Tips for Gantt
• Gantt Frequently Asked Questions (FAQs)

Common Implementation Errors for Assignment Manager

In order to use the full functionality of the Assignment Manager selection
criteria, Assignment Manager depends on other setup tasks outlined in the Setting up
other dependencies section, page 17-12.
This section contains information on some of the common implementation errors
associated with implementing Assignment Manager.

Unable to Find Resources

Action: Use the following solutions to return resources:
• Verify If Territories Are Set Up Correctly, page 18-1
• Recompile JTSEEDED_QUAL_USGS_V View, page 18-2
• Delete Duplicate Qualifiers, page 18-2

Verify If Territories Are Set Up Correctly

1. Create new territories for your testing and have a test plan.
For example, Which territories and resources should be returned? This will help in
debugging real problems.
2. Make sure that territories are ranked correctly. Territory Manager uses rank to
determine the picking order for territories.
3. Make sure that you have the correct transaction types defined for the territories. If
you want a territory to be used for service request and task, then make sure you
have "Service Request" and "Task" as transaction types. If a territory is used for a
task created within a service request, then you need to select "Service Request and
Task" as the transaction type.

Troubleshooting Assignment Manager 18-1

 4. Make sure that you have resource(s) attached to the territory.
Rules of Territories: If there are no resources attached to a territory and the effective
dates are active, then the territory will be considered a place holder territory. That
is, it will not qualify as a winning territory.
Note: If you make changes to territories, make sure that you run
the Generate Territory Package concurrent program to reflect the
changes made to the territories.

5. Make sure that you have given the right access to resources, if you have decided
to make use of the Access Type feature.
For example: A "CA Territory" with transaction types "Service Request" and
"Task". If you add a resource "John Doe" and select "Service Request" only in
the Access Type field, then even if this territory qualifies for a task assignment, it
will not return the resource "John Doe", since he does not have "Task" access type
selected, but "Service Request" access only.
However, if the Access Type field is left blank, then this resource is eligible for
receiving both task and service request assignments. Notice that this resource will
not be selected for a task assignment created within a service request because the
transaction type "Service Request and Task" is not selected in the Overview tab
when defining the territory.
6. Make sure that you run the Generate Territory Package concurrent program once
you are satisfied with your territory setup and updates. Unless you do this, changes
will not take effect.
7. Make sure to delete and re-attach the resources again to the territories that have
resource roles added later in the Resource Manager after territory creation.
For a resource attached to a territory, we store the resource-id, resource type, and
role associated with that resource. However, for few of them, the role is blank
(NULL), as there was no role defined in Resource Manager at the time you created
the territory. But at some point later, someone added roles to these resources in
Resource Manager and then the Territory stopped returning these resources as there
was no corresponding record in Resource View (Join Failed). In order to fix the
problem, you need to delete and re-attach the resources to the territory.
The API will return the resource, but the role will be blank even though you may see
a role in Resource Manager for that resource.
8. Make sure that TCF server is up and running by using the script - adtcfctl.sh
stop/start.

Recompile JTSEEDED_QUAL_USGS_V View

Ask your database administrator to recompile the form where Assignment Manager is
invoked if an error messageFRM-92000:ORA:1403, page 18-5 occurs. This refreshes the
view so that data could be populated in JTSEEDED_QUAL_USGS_V view.

Delete Duplicate Qualiers

It is possible that all of the territory qualifiers were duplicated.
Action: Clear the duplicate Transaction Type field in the Overview tab and manually
delete duplicate qualifiers. Test this action first by copying one of the existing territories
and then use the following steps to delete duplicate qualifiers:

18-2 Oracle Common Application Components Implementation Guide

 1. Log in with the CRM Administrator responsibility. Select Territory Manager >
Territory Administration to open the Navigator window.
2. Open your territory and clear one of the duplicate transaction types in the Type
field on the Overview tab.
3. Select the Transaction Qualifiers tab and manually delete one of the duplicate
qualifiers.
4. Save your changes.
5. Close the Territory Details window and then re-open it.
6. Click the Transaction Qualifiers tab and see if there are still have duplicated
qualifiers.
7. Repeat the previous steps for all territories.

Displaying Start and End Date Time Incorrectly for a Selected Resource
The Assignment Manager displays the start and end date/time incorrectly for a selected
resource.
Cause: This will happen on all 11i CRM products if Oracle Inventory setup steps aren’t
performed properly.
Action: Use the following steps for resolution:
1. In the Task tab of the Service Requests window, select Hour in the Planned Efforts
field.
2. Click the Assignment Manager icon in the Task tab of the Service Requests window
to launch the Assignment Manager.
3. In the Document Details region of the Assignment Manager window, make sure that
you see "HR" populates in the Duration field after the number information, such
as 9 "HR" for 9 hours.
Note: The Units of Measure (UOM) "HR" is the only value used
for task assignment.

If you do not see "HR" as the value in the Duration field, then follow the given steps
to set up correct units of measure information:
1. Log in with the Inventory Superuser responsibility. Select Setup > Units of
Measure > Units of Measure.
2. Choose your organization.
3. Query for Time in the Class field.
4. Add the following record:
• Enter Hour-Task in the Name field.
• Enter HR in the UOM field.
• Enter Hour-Task in the Description field.
• Leave the Base Unit field bank.
• Enter Time in the Class field.

Troubleshooting Assignment Manager 18-3

 5. Save the record.
After changing the setting of UOM, use the following steps for verification:
6. In the Task tab of the Service Requests window, select Hour-Task in the Planned
Efforts field.
7. Try to assign this task to a resource using Assignment Manager. In the Document
Details region of the Assignment Manager window, make sure that you see "HR"
populates in the Duration field after the number information.
4. Double-click the resource that you want to assign to a task.
5. Verify if the start and end date/time information are properly displayed in the
Assignment Manager window as you expected.

Returning Individual Resources for a Group Owner

Cause: This problem can be caused by the following reasons:
• The selected group resource does not have Support group usage defined in Resource
Manager.
• After selecting a group type in the Service Requests window, your cursor is
not placed in the Group Owner field so that the Assign Group button is not
enabled. Therefore, click Assign Owner instead to launch the Assignment Manager.
Background Analysis: When Assignment Manager tries to retrieve group or team
resources, it checks the usage value (such as Support usage) set in the JTFAM: Usage
for Groups and Teams profile option. Based on the value (Support usage), Assignment
Manager then searches for the matched groups or teams with the same usage identified
in Resource Manager. Those matched group or team resources can then be displayed in
the Assignment Manager. However, if there is no Support usage specified in Resource
Manager for any groups or teams, then Assignment Manager returns no group resource.
Additionally, make sure to position your cursor in the Group Owner field after selecting
a group type so as to enable the Assign Group button. Otherwise, the Assign Owner is
enabled if your cursor is in the Owner field. Click Assign Group to launch Assignment
Manager to retrieve group resources.
Action: Perform the following steps to set up Support group usage in Resource Manager:
1. Log in with the CRM Administrator responsibility.
2. Select Resource Manager > Maintain Resources > Groups to open the Define
Groups window.
3. Query up your group first.
4. Select the Usages tab.
5. Use the LOV in the Usage field and select Support for the group usage.
6. Save your information.

Error Messages for Assignment Manager

This section contains information on some of the error messages associated with
implementing Assignment Manager.

18-4 Oracle Common Application Components Implementation Guide

APP-JTF-210807
APP-JTF-210807: No Resource Found. Please try again.
Cause: This error usually occurs because the territories are not set up correctly.
Action: Verify territory setup process by using the procedure outlined in the Verify If
Territories Are Setup Correctly section, page 18-1 .

FRM-92000:ORA:1403
FRM-92000: ORA:1403: No data found
Cause: This error occurs while invoking Assignment Manager. This may happen when
data is missing from the JTSEEDED_QUAL_USGS_V view.
Action: Ask your database administrator to recompile the form where Assignment
Manager is invoked. This refreshes the view so that data could be populated in
JTSEEDED_QUAL_USGS_V view.

Troubleshooting Tips for Assignment Manager

1. Assignment Manager supports the following resource categories used in Resource
Manager:
• Employees
• Parties
• Partners
• Groups
• Teams
• Supplier Contacts
2. If the Unassisted assignment option is selected, predefined search criteria such as
preferred resources, territories, and resource availability will not be available.
3. Shift schedules displayed in the Gantt chart with yellow background are defined
in the Forms-based Calendar module.
4. No end dated resources are selected in the Assignment Manager with the Unassisted
and Assisted assignment options. All the resources that are displayed in the
Assignment Manager are valid and active resources.

Troubleshooting Tips for Gantt

In many cases, if the Gantt chart in the Assignment Manager window does not work
properly, the problem stems from an incorrect configuration of the TCF server.
Note: If patch FND.D or higher is installed, first consult
Note: 164766.1, available on MetaLink.

Common Issues
In general, problems with the configuration and setup of the Gantt chart fall into the
following categories. They are:

Troubleshooting Assignment Manager 18-5

 • Gantt Chart Does Not Appear, page 18-6
• Cannot Connect To TCF Server, page 18-8
• No Resources Are Visible, page 18-10

Resolution
If you are experiencing problems with the Gantt chart, then do the following:
1. First perform the steps listed under General Advice, page 18-6.
2. If this does not clear up the problem, then see the individual sections for the listed
problems.
Warning: These instructions for implementing the TCF servers are NOT
valid if the AOL TCF Server patch (bug # 1699404) has been installed.

Warning: This patch is owned by the Oracle Applications Object Library

(AOL). Contact AOL support for issues with this patch.

General Advice
The following items are general suggestions to follow in troubleshooting problems
relating to the Gantt chart.
1. Clear out the JInitiator jcache directory, close and restart the browser, and try
again. Old, cached JAR files could be causing the problem.
2. Shut down and restart the TCF server. If a patch is applied, then the new code is not
picked up by the runtime engine until the TCF server is restarted.
3. Check the JInitiator Console Window for exceptions or informational messages. You
can activate the Console Window by selecting the “Show Console” check box in the
JInitiator Control Panel. You must then close and restart the browser.
4. Ensure that there are no invalid objects in the database. You can use the adadmin
utility for this purpose.
5. If an invalid object is found, correct the problem, then make sure that the offending
form is recompiled (along with its libraries). This can be done through the adadmin
utility.
6. If problems continue, then perform the steps listed in the following sections as
appropriate:
• Gantt Chart Does Not Appear, page 18-6
• Cannot Connect To TCF Server, page 18-8
• No Resources Are Visible, page 18-10

Gantt Chart Does Not Appear

One of the most common problems is that a Form does not display the Gantt chart
properly. One, or both, of the following symptoms can occur:
1. The Form displays an empty blue or gray area where the Gantt chart should reside.
2. The JInitiator console window throws a ClassNotFoundException, referring to
classes in oracle.apps.jtf.gantt.

18-6 Oracle Common Application Components Implementation Guide

Causes
The following are some of the possible causes for this condition:
1. The jtfgantt.jar file has not been downloaded onto the client machine. The JInitiator
console window must include a line similar to the following:
Opening http://<serverHost>/OA_JAVA/oracle/apps/jtf/jar/jtfgantt.
jar no proxy

It should not read:

Unable to contact http://<serverHost>/OA_JAVA/<some path>/jtfgant
t.jar

2. Class files are missing from jtfgantt.jar or fndlist.jar.

3. An old version of jtfgantt.jar resides in the JInitiator jcache directory.
4. The appsweb.cfg file is customized and does not include an entry for
/OA_JAVA/oracle/apps/jtf/jar/jtfgantt.jar.
5. The appsbase.html file, or the HTML page used to launch applications, is customized
and does not pick up the archive tag from appsweb.cfg.

Actions to Take
1. Clear out the JInitiator jcache directory on the client and restart browser.
2. Verify that jtfgantt.lst is included in fndlist.jar.
1. First take a copy of fndlist.jar, then rename it to fndlist.zip, and use Win Zip to
open the file.
2. Verify that jtfgantt.lst in fndlist.jar lists approximately 26 class files.
3. Perform the actions described in step 2, but for jtfgantt.jar and verify that it contains
the files listed in jtfgantt.lst.
4. Ensure that the JInitiator console window does not list any class files as being
individually downloaded.
If this is the case something is wrong in the installation. Class files should be
downloaded within JAR files and nowhere else.
5. If Actions 2 through 5 do not verify properly, then perform the following additional
actions:
1. Force the regeneration of the FND and JTF JAR files through the adadmin utility.
2. Restart the Forms (web) listener and the Forms server. Clear out the JInitiator
cache directory, and restart the browser.
3. Try Actions 2 through 5 again.
6. Critical! Verify that all high priority FND (AOL) patches as listed in Metalink are
applied.
7. For the items listed as 4 and 5 in this section, launch the applications. In Netscape
Navigator, select "View Source" and verify that /OA_JAVA/oracle/apps/jtf/jar/
jtfgantt.jar is included in the archive tag.

Troubleshooting Assignment Manager 18-7

 If it is not included, then add the entry to files appsweb.cfg and appsbase.html.

Cannot Connect to TCF Server

Note: If you are unable to establish a TCF connection, then a generic
TCF setup problem could exist. Contact your System Administrator or
Oracle Support representative to resolve the issue. Until this issue is
resolved, Gantt will not work properly.

There are several different errors that you could encounter when attempting to connect
to the TCF server, and several different reasons each error could occur.
In general, there are three basic types of errors that can affect server connection:
• The client application is unable to connect to the TCF server., page 18-8
• The TCF server is unable to connect to the database., page 18-8
• The application hangs upon connecting to the TCF server., page 18-10
Each type of error is discussed in the following sections.

Unable to Connect to the TCF Server

The standard error message for this is:
"The application was unable to establish a network connection with the TCF
SocketServer listening on port: <port> on host: <host>. Contact your system
administrator."
The exact message may vary slightly between versions and products.
You may also see the following:
"Unable to connect to dispatcher."
Items to check:
• Was the TCF server ever started?
The system administrator should be able to check if the process is running.
• What host and port names were used to start the server?
Verify that the profiles TCF:HOST and TCF:PORT on the client point to the TCF
server to which you are trying to connect. The best way to check them is to use
the Help > Diagnostics > Examine utility to check profiles just before launching
the TCF application. Verify the user-level profiles, also, as well as the site-level
profile options. For details of this process, see Step 4b: Verify the TCF Host Name
and Port Number, page 17-7.
• Is the TCF server host machine accessible from the client?
Open a TELNET to the host to see if it is reachable.

Unable to Connect to the Database

The standard error message for this is:
"The TCF SocketServer running at <host>:<port> was unable to make a JDBC
connection to database <dbname>. This may reflect heavy load on the system, or a

18-8 Oracle Common Application Components Implementation Guide

problem with the indicated database. If this problem persists, contact your system
administrator."
You may also see the following:
"Unable to set context."
Items to check:
• Is there a ClassNotFoundException or OutOfMemoryError raised?
Check the server logs to see if either of these errors occurred. Sometimes a
ClassNotFoundException or a OutOfMemoryError is raised while the server is
attempting to connect will result in this error. The former are usually configuration
issues, the latter suggests that it is advisable to start your TCF server with more
memory.
• Is the database actually up and running?
Try connecting from SQL*Plus to verify.
• Are you connecting using DBC files?
For release 11.5 versions and above, it is now required that DBC files be used to
connect to the database. The TCF server must be started with a new argument
"DBC=", pointing to a .dbc file that should be located under $FND_TOP/secure. This
command should read:
jre oracle.apps.fnd.tcf.SocketServer <port#> DBC=$FND_TOP/secure/
xxx.dbc

It is important that the path to the .dbc file be specified. Because the TCF server
can connect to multiple databases, it does not depend on the specific .dbc file you
pass in, rather it relies on the path where those .dbc files are located to look up
multiple .dbc files.
If the TCF server is not started with the DBC argument or it cannot find the .dbc file in
the specified directory, this type of error might occur. Remember that the TCF server
could be looking for a different .dbc file than that with which you started it. Check
the server logs and see if it reports any errors while trying to load the .dbc file.
• Are the .dbc files properly formatted?
A similar type of error can also occur if the .dbc file was improperly formatted.
A very common error to see on the server when this happens is:
ld.so.1: ... libocijdbc8.so: open failed: No such file or directo
ry (libocijdbc8.so)

This indicates that the server is attempting to use the THICK JDBC drivers to connect
to the database, which is not supported. Verify that the .dbc file specifies that the
THIN drivers be used. The .dbc file must contain the line:
APPS_JDBC_DRIVER_TYPE=THIN

The .dbc file also needs to contain the following variables that identify the database
to use:

Troubleshooting Assignment Manager 18-9

 DB_HOST=

DB_PORT=

DB_NAME=

These variables correspond to the database information in the tnsnames files. The
THIN drivers cannot use the TWO_TASK to resolve the database name, you must
provide this information explicitly. (The DB_NAME is actually optional if the
TWO_TASK variable and database SID are the same, but it’s good practice to use
it, in any case.)

Application Hangs Upon Connecting to the TCF Server

Try connecting using the ServerControl class if hanging problems are reported. If it still
hangs, then typically this indicates one of the following:
1. There is a bug in the code, or that there is an environment setup problem.
Check the debug output on the server to see if there is anything obvious that needs
to be corrected, and check the bug database to see if this type of problem has been
previously reported.
2. The wrong protocol was used to establish the connection.
Ensure the TCF server is speaking the same protocol as the client. Supported
protocols are SOCKETS, HTTP, and SSL. The client must use the same protocol as
the Forms server.
3. The TCF server attempts to exit the loop in which it accepts connections from the
client, but does not really do so.
This type of error is probably the most common. In release 11.5.2 and beyond, if the
TCF server stops accepting connections from the client, then it closes the socket
and exits immediately.
Unfortunately, this does not explain why the TCF server stopped accepting
connections in the first place. Determining the reason is a more involved
process. One very possible reason is the TCF server ran out of memory. The most
useful thing to do in this case is to check the debug output and see if any errors
are logged.

No Resources Are Visible

If you experience problems with the proper display of resources in the Gantt chart, then
perform the steps listed in the following table.

18-10 Oracle Common Application Components Implementation Guide

 Trouble Shooting the TCF Server
Tip Description

View the JInitiator console window , page View the JInitiator console window error
18-11error messages. messages and the exceptions thrown.

Consult the TCF server log file., page 18-12 View the TCF server log file for relevant
information.

Verify the TCF server status., page 18-13 Use the ServerControl class to check whether or
not the TCF server is accepting connections on
the host and port on which it was started.

View the JInitiator Console Window Error Messages

The single most useful thing that you can do to do to troubleshoot server problems is
check the JInitiator Console window on the client machine. Some debug information
is output by default, and errors raised here are often very descriptive and give a good
indication of what the problem is.
If that window is no longer available, then restart the browser, set the "Show Console"
check box in the JInitiator control panel, and restart the application.
The following listed items are a few of the exceptions that can be thrown, and reported
in the JInitiator Console window.
1. java.net.ConnectException: Connection refused
Usually this means that the TCF server is not running, or that the TCF:HOST
/ TCF:PORT profile options are pointing to a wrong server or port.
2. Gantt TCF HOST:<http://hostname> PORT:<port#>
This refers to the TCF:HOST/PORT settings passed into the Gantt chart.
As described in Step 4b: Verify the TCF Host Name and Port Number, page 17-7:
• If the host name is prefixed with "http://", then the client attempts to connect to
the TCF server using the HTTP protocol.
• If this prefix is missing, then the client attempts to contact the server using the
SOCKETS protocol.
Note: If the TCF server and client do not use the same
mode, then the client cannot establish a connection.

3. gantt: tcfSetAppsContext <filename>.dbc

The <filename> listed in the error must exactly match the filename that was specified
in the DBC parameter when starting the TCF server. If this is not the case, then
rename the file to match that specified in the DBC parameter.
4. java.lang.ClassNotFoundException:javax.net.ssl.SSLSocket
The client side SSL libraries are meant to be included with JInitiator. However, in
some older versions of JInitiator, this did not happen due to US export restrictions
that have since been lifted.
If this exception occurs, then you must install the latest version of JInitiator (1.1.7.32
or higher). If necessary, contact Oracle Support for help with this step.

Troubleshooting Assignment Manager 18-11

 5. java.io.EOFException .... < 3-5 lines of text> at oracle.apps.fnd.tcf.net.
SocketServerConnection.readBigUTF( SocketServerConnection.java)
This exception usually occurs after the client tries to connect to the TCF server using
the wrong communication protocol. The message indicates that the TCF:HOST
profile is not set correctly. For details, refer to Step 4b: Verify the TCF Host Name
and Port Number, page 17-7.
6. gantt: addbar failed, resource not found (<Resource Type> - <Resource Id>)
One common cause for this exception is described in bug 1414546, which is
dependant on the Forms-based Calendar bug 1415863 for resolution. If this is the
case, then ensure that the resource does not have a Calendar Exception assigned
that spans the entire duration of a shift.
7. java.net.UnknownHostException: <host>
This exception is thrown when the TCF:HOST profile is set to a server that is not
recognized by the client.
Verify that the TCF:HOST profile is set correctly, and that the client machine can
access the server using the <host> displayed in the exception.
One way to check is to open a DOS window (on a Microsoft Windows machine) and
type in "ping <host>." If the host is inaccessible from the client, then the response
returns a "Bad IP address <host>" message.

Consult the TCF Server Log

You can view the TCF server log to obtain further information. To set up the log file for
automatic logging, perform the following steps:
1. Add the following to the command line:
OUTPUTFILE=/tmp/<logfile>.log LOGLEVEL=STATEMENT

2. Bounce (stop and restart) the TCF server.

3. Run the application again.
4. Check the log file to see if there is anything in the log file that may indicate what the
problem may be.
Errors of the following type can be due to bug 1510941. For details on how to correct
this problem, view the AIX Port , page 17-4Instructions, in Step 2: Performing the
Post Install Steps section, page 17-3.

18-12 Oracle Common Application Components Implementation Guide

 java.lang.NullPointerException
at oracle.jdbc.oracore.OracleTypeNUMBER.unpicklerec(Compiled Code)
at oracle.jdbc.oracore.OracleType.unpicklerec(Compiled Code)
at oracle.jdbc.oracore.OracleTypeCOLLECTION.unpicklerec(Compiled C
ode
at oracle.jdbc.oracore.OracleTypeCOLLECTION.unpickle(Compiled Code
)
at oracle.jdbc.oracore.OracleTypeCOLLECTION.unpickle(Compiled Code
)
at oracle.jdbc.oracore.OracleTypeADT.unlinearize(Compiled Code)
at oracle.sql.ArrayDescriptor.length(Compiled Code)
at oracle.sql.ARRAY.length(Compiled Code)
at oracle.sql.ARRAY.getArray(Compiled Code)
at oracle.apps.jtf.gantt.server.GanttDataServer.getShifts

Verify the TCF Server Status

You can also use the ServerControl class to check whether or not the TCF server is
accepting connections on the host and port on which it was started.
To do this, log onto the machine where it was started and run:
jre oracle.apps.fnd.tcf.ServerControl STATUS <port#>

One of the following can occur:

• If the result is some variant of "Unable to connect," the server most likely was not
started properly. For details of how to solve this problem, see: Cannot Connect To
TCF Server, page 18-8 and Unable to Connect to the Database, page 18-8.
• If the application hangs upon connecting, the server has stopped accepting
connections for some reason and must be bounced. See Application Hangs Upon
Connecting to the TCF Server, page 18-10.
• If you are able to connect from the ServerControl but not from an application, it
might be an application-specific problem, or it may be that the client JAR files are
not set up correctly.

TCF Server and Forms Server Mode

Make sure the TCF Server and Forms Server runs in the same mode (Socket or Http) to
get the Gantt and Assignment Manager to work properly.
Resolution:
To check what modes they are running in check the following files in the
$COMMON_TOP/admin/scripts:
• adtcfctl.sh for TCF Server
adfmsctl.sh for Forms Server (The Forms Server should run in the mode that is
defined in appsweb.cfg)
Note: Remember to bounce the Apache Server after changes are
made for the changes to take effect.

Troubleshooting Assignment Manager 18-13

Gantt Frequently Asked Questions (FAQs)
The following are frequently asked questions. Answers to these questions may help you
in troubleshooting problems with TCF Server.

How to Check the Status of the TCF Server?

Answer: Execute the script ‘adtcfctl.sh status’ or use the server control class to check jre
oracle.apps.fnd.tcf.ServerControl STATUS

How Do I Start or Stop the TCF Server?

If TCF Server is not running it could be the reason the Assignment Manager will not
function properly
Action: In Unix under $OAH_TOP/admin/script execute adtcfctl.sh stop/start.
Checking the TCF:HOST and TCF:PORT profile options
What type of values should they contain?
Resolution:
1. If connectMode=http, set profile option TCF:Host to ’http://.’ TCF:Host
http://:/oa_servlets TCF:HOST is automatically updated to the same value as the
APPS_SERVLET_AGENT Profile option. If the APPS_SERVLET_AGENT profile
contained a value ending with the virtual directory OA_HTML, it should end with
the name of a valid servlet zone.
2. If connectMode=socket, set profile option TCF:Host to just ’.’ -- omit ’http://’
3. Make sure that the profile option value of TCF:Port is the port that the TCF Socket
Server is listening on. TCF:PORT -1.

18-14 Oracle Common Application Components Implementation Guide

 19
Task Manager Implementation Overview

This chapter covers the following topics:

• Overview
• Steps

Overview
Task Manager provides an effective mechanism for organizations to create tasks, assign
resources to tasks, schedule tasks, and manage tasks, as well as to track task assignments.
Depending on your business needs, Task Manager can be used as a standalone module
to create personal tasks and private to dos, or it can be integrated with other applications
in the Oracle E-Business Suite to create context sensitive tasks, such as tasks created for a
sales opportunity. No matter how Task Manager is used, the implementation steps for
Tasks would be the same.
In general, to implement Task Manager, the implementor or system administrator
need to set up basic task components, such as task types, priorities, statuses, reference
mapping, date types, profile options, concurrent programs, and metadata objects
if necessary. If task templates or task template groups will be used later in the
application, then the implementor can create them first so that users can have an option
to create multiple tasks simultaneously. In addition, Task Manager allows implementors
or system administrators to further customize the task security rules so that appropriate
users can be authorized with right access privileges to particular tasks.
Before implementing Task Manager, it is necessary to understand the following concepts:
• Setup Dependencies, page 19-1
• Forms-based and HTML Versions of Task Manager, page 19-2

Setup Dependencies
To be able to use the full functionality of Task Manager, the following components must
be set up properly:
• Trading Community Architecture (TCA). Use TCA to locate the customer contact
information when creating a task against a customer.
• Oracle Workflow. Use Oracle Workflow to send workflow notifications in order to
notify personnel about task creation and changes.
• Notes. Use Notes to add additional information attached to a task.

Task Manager Implementation Overview 19-1

 • Resource Manager. Use Resource Manager to locate resources (task owner and
assignee) for a task.
• HTML Calendar. Use HTML Calendar to define personal preferences for tasks
including task category and other calendar preferences.
• Escalation Manager. Use Escalation Manager to escalate a task created in the
Forms-based Task Manager.
• Assignment Manager. Use Assignment Manager to assist in locating the qualified
resources (task owner and assignee) for a task created in the Forms-based Task
Manager.

Forms-based, and HTML Versions of Task Manager

Task Manager was initially a Forms-based application and was subsequently expanded
to include an HTML version.
A number of features are available in both versions; however, some features are available
in only Forms, or HTML based Tasks. As a result, most of implementation steps for each
version are nearly identical and performed in Forms. Additional steps that apply only to
Forms or HTML Tasks are discussed in the next section.
Note: With recent expansion, Task Manager developed for Oracle
Common Applications Calendar adopts Oracle Applications Self–Service
Framework, the standard HTML development and deployment
platform for Oracle Self–Service Applications, to provide another HTML
version of essential task screens for integrated applications to uptake
these features while re-building their functions. Task Manager in Oracle
Applications Framework is not fully compatible with HTML Tasks user
interface. For basic implementing tasks, see Implementing the Oracle
Applications Framework Based Task Manager chapter. For detailed
implementation and use features of the integrated applications, please
consult product specific documentation.

Steps
This section provides an overview of the required steps for implementing Task Manager
including setting up basic task components, defining task templates, customizing Task
security, and troubleshooting Task Manager. Detailed instructions for these steps are
contained in the subsequent chapters.
• Setting Up Task Manager, page 19-3
• Defining Task Types, page 19-3
• Defining Task Statuses and Status Transition Rule, page 19-3
• Defining Task Priorities, page 19-3
• Defining Task Date Types (Forms only), page 19-3
• Defining Task and Notes Reference Mapping (HTML only), page 19-3
• Registering Mass Task Reassignment Window (HTML only), page 19-4
• Setting Profile Options, page 19-4
• Running the Task Manager Concurrent Program, page 19-4

19-2 Oracle Common Application Components Implementation Guide

 • Setting Up Metadata Objects, page 19-4
• Publishing Task Business Events, page 19-4
• Working with Task Templates (Forms only), page 19-4
• Customizing Task Data Security, page 19-4
• Troubleshooting Task Manager, page 19-5

Setting Up Task Manager

This chapter provides instructions for setting up essential task elements in the following
topics:

Dening Task Types

In addition to the seeded task types, the implementor or system administrator can create
new task types to specify the purpose of a task creation, such as a Follow-up task or an
Appointment task. They can also map task types to a source object. This way, users
will see the task types that are mapped to the source object from the Task Type list
of values when creating a task.

Dening Task Statuses and Status Transition Rules

The implementor or system administrator can create new task statuses to specify the
progress of a task, such as "Completed", or "Working".
To regulate status change at the task level, the implementor can set the task status rules in
the status transition window, and define appropriate rule access through responsibilities.

Dening Task Priorities

The implementor or system administrator can create additional task priorities to
determine an importance rating for a task, such as Low, High, and Critical. In
addition, like task types, task priorities can be mapped to a source object. This allows
users to see only the task priorities that are mapped to the source object from the Task
Priority list of values when creating a task.

Dening Task Date Types (Forms only)

In addition to the planned, scheduled, and actual dates, the implementor or system
administrator can create new date types for users to track task progress, such as setting a
date for a major milestone (like task creation, or completion). Date Types can also be
mapped to a source object.
Users can see the additional date types shown in the list of values only in the Dates tab of
the Forms-based Task Details window.

Mapping Task and Notes Reference Mapping (HTML only)

The implementor or system administrator can map reference types to a source
object, such as Task Manager. This limits the selection of Reference Type list of values
shown in the HTML Task Manager.
To implement Task Manager developed for Oracle Common Applications
Calendar, implementor needs to map task assignee types to a source to limit the selection
of assignee and owner types for a mapped source object. See: Mapping Task Assignee
Types to a Source, page 9-5.

Task Manager Implementation Overview 19-3

Registering Mass Task Reassignment Window (HTML only)
The functionality for performing mass reassign tasks is only available in the HTML Task
Manager. Therefore, the implementor or system administrator must register the Task
Mass Reassignment window in business flows if the HTML Task Manager is used.

Setting Prole Options

The implementor must set necessary profile options used in Task Manager to set default
values for task status, priority, types, as well as owner and assignee statuses. Other
profile options determine the client time zone, unit of measure, data truncation, and
task security access.

Running the Concurrent Program

In order to retrieve new and updated tasks from quick find search, the system
administrator must run the Rebuilding Intermedia Index for Task Names concurrent
program periodically.

Setting Up Metadata Objects

The implementor or system administrator can add additional data in the JTF objects
table if necessary. For example, if a document (such as Service Request) is newly
defined or integrated with Task Manager, then the new document must be associated
with Tasks usage.

Publishing Task Business Events

Task Manager, leveraging the Oracle Workflow Business Event System, publishes
business events such as creating, updating, and deleting a task or an assignment when a
task or an assignment is created, updated, and deleted from APIs, or application user
interfaces (UIs) regardless of the Forms, HTML, or Oracle Applications Framework
based applications. Applications that contain data directly affected by these events can
subscribe to them and synchronize or modify their data accordingly.
Task business events will not be raised when an escalation or appointment is created
even the data is saved in the same tables.
For detailed information about escalations business events, see Publishing Escalations
Business Events in Escalation Manager of the Oracle Common Application Components
Implementation Guide.

Working with Task Templates (Forms only)

The Forms-based Task Manager allows implementor or system administrator to create
task templates or task template groups. Instead of creating tasks individually, users can
have an option to create multiple tasks simultaneously based on a selected template
or template group.

Customizing Task Data Security

With the continuous support of task security rules granted implicitly or explicitly, HTML
Task Manager has leveraged Application Object Library (AOL) data security model
to provide a flexible mechanism for task security access. This AOL security model
allows implementors or system administrators to customize task data, and then grant
specific tasks to appropriate users or user groups with right access privileges. It includes
customizing contextual task rules by using a profile option, building security around the
resource list of values, and allowing group managers to access their direct’s tasks.

19-4 Oracle Common Application Components Implementation Guide

 To extend the security offerings by allowing applications, such as Service Applications, to
set product specific security context to the existing rules, Task Manager enhances
the AOL data security based on Virtual Private Database (VPD) policy, a feature
implemented in database to allow another layer of security dynamically created at run
time to all queries issued against a database table or view, for building the security
around the resource list of values for Tasks in Forms and in Oracle Applications
Framework that is recently developed for Oracle Common Applications Calendar.
Be aware that this security model with VPD feature is not used in HTML Tasks.

Troubleshooting Task Manager

The troubleshooting chapter includes common implementation errors and frequently
asked questions (FAQs) for implementing Task Manager.

Task Manager Implementation Overview 19-5

 20
Setting Up Task Manager

This chapter covers the following topics:

• Defining Task Types
• Defining Task Statuses and Status Transition Rules
• Defining Task Priorities
• Defining Task Date Types
• Mapping Task and Notes References, and Task Assignee Types to a Source
• Registering Task Mass Reassignment Screen
• Setting Profile Options
• Running the Task Manager Concurrent Program
• Setting Up Metadata Objects
• Publishing Task Business Events

Dening Task Types

In addition to seeded task types, the system administrator can define new task types in
the Forms-based Task module.
The section covers the following topics:
• Defining Task Types, page 20-1
• Mapping Task Types to a Source Object, page 20-2
• Associating Task Types to Resources, page 20-3
• Enabling Task Workflows, page 20-3

Dening Task Types

Task types are used to further classify tasks. For example, a task can be created relating
to a meeting regarding a service request. It can be a follow-up task for a sales or a
marketing campaign or a callback to an existing customer. The “Meeting,” “Follow up
action,” and “Callback” can be the task type used to categorize similar tasks with the
same creation purposes.
After specifying the task type name, description, effective dates, unit of measure, and
duration effort, the administrator can also specify appropriate type flags for the new
types.

Setting Up Task Manager 20-1

 Task Type Flag Denitions
Flag Description/Action

Notification This flag launches the notification workflow

automatically.

Schedulable This flag reserves the resource through the

Scheduler.

Private This flag is reserved for future use.

Seeded This flag is seeded task type and is not editable.

Please note that the Private task flag in the Forms-based version of Task Manager is not
supported at this time. This functionality will be removed in a future release. The new
HTML-based Task Manager does support both Private and Public tasks.

Task Rules
WARNING: Do not try to define new task rules. Task type rules that are available in
the system (Field Service and Oracle Marketing) are the only rules that can be used in
Task Manager.
You can modify or delete items that you created, but not those that are seeded.

Mapping Task Types to a Source Object

Use the task type mapping functionality to map task types to a source object. This
limits the visibility of task types shown in the task type list of values for a mapped
source object. After mapping types to a source, you will see only the mapped task types
displayed in the list of values. All other unmapped types will not be in the list. The
Application field is used internally, it is not used for mapping purposes.
For example, after mapping task types to an object, you can only see the task types that
are mapped to your source object displayed in the list of values. Any unmapped task
types to your source object are now dynamically excluded from the list. In addition, if
none of the types is mapped to your source object, then you will see all task types from
the list of values. Therefore, any user-defined task types need to be mapped to your
source object. Otherwise, you will not see them from the list after defining them.
Since the task type mapping feature will retrieve mapped task types for your source
object, if you do not want certain task types displayed from the list of values for your
source object, do not map these types to a source object. Instead, you should remove all
your mapped task types for a source from the mapping window.
Note: The Application field in the mapping window is used internally, it
is not used for task type mapping purposes. The Source Object field
defines what task types appear in the Task Type list of values.

For example, if you map a type "Appointment" to the source "Task Manager" under
any application, then that type "Appointment" will appear in the type list of values
wherever the source is "Task Manager" no matter which application you are running. If
you do not want this type "Appointment" used for standalone tasks (tasks with source
"Task Manager"), then remove ALL mappings where source is "Task Manager" and
type is "Appointment".

20-2 Oracle Common Application Components Implementation Guide

Associating Task Types to Resources
After defining your new task type, use the Resource Requirements window to associate
a specific resource requirement that is necessary to complete a task with the specified
task type.

Enabling Task Workows

Task Manager contains one pre-defined workflow, JTFTASK, which is used to send
workflow notifications automatically to notify personnel about task creation and
changes. This workflow can also send notifications to employee resources, groups, and
teams. If you do not want to use the default workflow process, you can define a new
workflow for Task Manager by using Oracle Workflow.
JTFTASK is automatically launched under the following circumstances:
• In HTML, the preferences are set to Yes in the Issue Notification drop-down list.
• The Task Type Notification flag is set to Y (Yes).
• The Auto Notification flag in the Task window is set to Y (Yes).
• Task creations or updates use the task type with the Notification flag checked.
By turning on or off the Notification flag for each task type in the Task Types window, you
can control whether or not tasks of that task type should launch a workflow process
automatically. For more information, see Starting Workflow Processes, page 25-11.
If workflow fails to launch automatically, verify that both the task Auto Notification
check box in the Tasks window and the Notification check box in the Task Types window
are selected. If you do not set the workflow process, notifications are not sent. The
workflow is set using the standard applications concurrent manager.
Note: For more information on setting up Oracle Workflow, see the
Oracle Workflow Administrator’s Guide 2.5.

Perform the following steps to define a new task type.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Setup > Define Task Types.

Steps
1. Select File > New.
2. In the Task Types window, enter a name for the new task type.
3. Select from the list of values (LOV) in the Workflow field. This field is used to assign
the workflow process to a task.
The corresponding workflow process information populates the Task Workflow and
Description fields. If you do not want to use the default process, you can define a
new workflow process for JTFTASK using Oracle Workflow.

Setting Up Task Manager 20-3

 4. You can associate a task type with a seeded task rule but you cannot define new
rule. You can only use seeded task rules in Task Manager.
5. Enter the effective dates in the From and To fields.
The Effective To field is read-only for seeded task types. This field is only active if
you are defining a new task type.
6. Select a unit of measurement for effort from the UOM LOV. Options include
day, hour, minute, month, week, and year.
Use a measure of time to determine the UOM value.
7. Enter a number for the quantity of effort in the Qty field.
8. Select task type flags.
9. Select the Notification check box if you want notifications to be sent automatically
when a task is created with the new task type.
Mapping Task Types to a Source Object
1. If you want the new task type to appear in the task type LOV for a specific source
object, you must map the task type to that source.
1. Click Map Types in the Task Types window to open the Mapping Objects
window.
2. Select the source object from the list of values (LOV), for example, appointment.
3. Select the task type from the LOV, for example, critical.
4. Select the end date from the LOV.
5. The Seeded check box is not editable.
6. Click Save.
Associating Task Types to A Resource Type
1. In the Task Types window, select the newly created task type and click Resource
Requirement.
The Resource Requirements window opens.
2. Select a resource type from the list of values (LOV).
3. Enter the number of resources needed in the Required Units field.
Selecting the Enabled Flag activates the resource type for the corresponding task
type.
4. Click OK.
The required resource information is saved.
5. Save your task type.

See Also
• Defining Task Statuses and Status Transition Rules, page 20-5
• Defining Task Priorities, page 20-12
• Defining Task Date Types, page 20-13
• Designing Task Templates, page 21-1

20-4 Oracle Common Application Components Implementation Guide

 • Defining Template Details, page 21-4
• Setting Up Metadata Objects, page 20-25
• Defining Task and Notes Reference Mapping, page 20-14
• Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Dening Task Statuses and Status Transition Rules

Use the Forms-based Task Manager to define task statuses and task status transition rules.
Task statuses define the progress of tasks, such as "Open", "Working", and
"Completed". To regulate status change both at the task level, Task Manager uses status
transition window to set the task status rules and to assign each rule to responsibilities
to restrict the rule access to certain users or applications.
After defining task status transition rules, the implementor or system administrator
must associate the rules with appropriate profile options to ensure the default profile
value comply with the rules. As a result, the default task status will match the status rule
for a specific application.
The section covers the following topics:
• Defining Task Statuses, page 20-5
• Defining Task Status Transition Rules, page 20-7
• Defining Status Transition Rules, page 20-8
• Associating the "Task Manager: Default Task Status" Profile Option with the
Rules, page 20-8
In addition, in order to quickly retrieve open tasks from a query, and to find the start and
due dates of each task, Task Manager updates the Task Status table in the following ways:
• Denormalizing Open Status Column into Task Table, page 20-9

Dening Task Statuses

In addition to the seeded statuses, the system administrator can use the Forms-based
Task Manager to define new task statuses for specific business needs.
When defining a status, implementors or system administrators need to specify the
status information including its name, description, effective dates, status usage, date
type fields, task or assignment status flag, and other additional status flags. In
addition, descriptive flexfield information can also be added for seeded task statuses.
Usage
Task Manager and Escalation Manager use the same window to define task or escalation
statuses. Therefore, if the status is used in Tasks, then select Task Manager for its
usage. Otherwise, select Escalation Manager instead.
See the Setting Escalation Statuses, page 18-13 section for information regarding
Escalation Manager.
"Start By" and "Due Date" Date Type Fields

Setting Up Task Manager 20-5

 Implementors or system administrators need to select appropriate values that correspond
to the newly defined status for the Start By and Due Date fields from the list of values:
• Creation Date
• Planned Start (or End) Date
• Scheduled Start (or End) Date
• Actual Start (or End) Date
Task Manager uses a task status to define the progress of a task, such as "Open", "In
Planning", and "Completed". These statuses constitute the life cycle of a task. With these
two fields added to the status table, task start date and end date can be easily identified.
For example, if a task’s status is "In Planning", then the "Start By" field can be
"planned start date" and the "Due Date" field can be "planned end date". If a
task’s status is "Assigned" or "Planned", then the task must have scheduled start
and end dates. If the task is closed, then the actual start and end dates must be
populated. Therefore, depending on the status of each task, the due date for the task
can be planned end date or scheduled end date. The task’s "Start By" date can also be
derived based on the same method.
Task or Assignment Status Flags
Task Manager uses the Task or Assignment Status flag to differentiate the usage of a
status. Therefore, after defining a new status, the implementor needs to further identify
where it is used for by selecting an appropriate status flag or both if it can be used in
both places.
This flag is particularly useful when defining status transition rules. For example, when
defining a task status rule, the implementor will see only task statuses, not assignment
statuses, from the list of values for status selection.
Additional Status Flags
The implementor or system administrator also need to identify appropriate status flags
for the new status.

20-6 Oracle Common Application Components Implementation Guide

 Task Status Flag Denitions
Flag Description

Assignment Status The status is displayed in the Assignment

Status field.

Task Status The status is displayed in the Task Status field.

Assigned The task is assigned to a resource.

Working The task is in progress.

Schedulable The task can be used through Scheduler.

Accepted The task is accepted.

Rejected The task is rejected.

On Hold The task is currently not active.

Approved The task is approved.

Completed The task is completed.

Cancelled The task is cancelled.

Delete Allowed The task can be deleted without cancellation.

Closed The task is completed and closed.

Seeded The task status is pre-defined and cannot be

updated.

Descriptive Flexfields
Task Manager provides descriptive flexfields to allow additional information for each
status including seeded one to be entered.
For example, if your application needs to interact with paging system, then your
implementors can assign a three-digit code to each status so that paging can go through
using the three-digit code.
To enter additional information for your statuses, click the descriptive flexfield to launch
the Task Statuses additional information window.

Dening Task Status Transition Rules

Use a task status transition rule to define possible task status changes by identifying a set
of current and next statuses which are assigned to a rule, as well as to define appropriate
access to the rule by assigning the rule to responsibilities.
As each status change sequence is identified in a rule, it limits a user’s selection of
possible task statuses that appear in the list of status options. When a user logs in to
an application with the responsibility that has a rule assigned, the first initial status
associated to the rule is displayed in the task Status field. After the task creation, the
user can see the next status for that rule.
For example, a task rule is defined with initial status "Open" to "Assigned", and from
"Assigned" to "Closed". You can change a task status from "Open" to "Assigned", or from

Setting Up Task Manager 20-7

 "Assigned" to "Closed" based on the rule. However, you cannot change the task status
from "Open" directly to "Closed" without first changing it to "Assigned".
After defining the status change sequences for a rule, you can also associate the rule
with certain responsibilities. As a result, a manager may have more privileges than
an agent to access or change certain statuses, such as "Approved" or "Cancelled", if
defined in the rule.
Use the following steps to define task status transition rules:
1. Defining Status Transition Rules, page 20-8
2. Associating the "Task Manager: Default Task Status" Profile Option with the Rules,
page 20-8

1. Dening Status Transition Rules

System administrator or implementor can define task status transition rules by selecting
the Define Transition button in the status setup form to launch the Status Transition
window to define task transition rules.
Use the following two tabs in each window to specify your rules:
• Rule tab: It defines the rule’s name, its associated application, and status transition
values.
For example, Oracle Field Service uses the rule to regulate the status transition for
a service request. Therefore, "Service Request Rule” can be the task rule name, and
"Field Service Application" can be the associated application. In addition, identify the
appropriate status for the Current Status and Next Status for the rule. The Next Status is
the status that immediately follows the status in the Current Status field, such as from
current status "Open" to next status "Assigned", and from current status "Assigned"
to next status "Closed".
Note: Do not confuse the status transition rule that you define here with
the task type rule. The task type rule can only be associated with the
task type while defining a new task type.

• Responsibility tab: It associates your rules with specific responsibilities.

For example, you can associate the task rule "Service Request Rule” with the Field
Service Dispatcher, Field Service Manager, or Customer Support responsibility. The Field
Service Manager responsibility can also be associated with another transition rule if
necessary. As a result, a field service manager may have more privileges than a support
agent to access or change certain statuses if defined in the rules.

2. Associating the "Task Manager: Default Task Status" Prole Option with the Rules
In order for the status transitions to work, after defining a transition rule and assigning it
to responsibilities, implementors must associate the following profile option to the initial
status, the first current status, of the rule at site, responsibility or user level:
• "Task Manager: Default Task Status" for Task Status Rules
Setting the "Task Manager: Default Task Status" profile option
Implementors can define the following task status transition rule and assign it to the
CRM Administrator responsibility:

20-8 Oracle Common Application Components Implementation Guide

 Task Status Transition Rule Example
Current Status Next Status

Open Approved

Approved Working

Working Closed

Implementors must also set the “Task Manager: Default Task Status” profile option
value to "Open", the initial status of the rule.
Impact of the Rules
• Create Tasks in Forms, HTML, or the Oracle Application Framework based Tasks
When a user logs in to an application with CRM Administrator responsibility, the user
will see the status "Open", the initial status of the rule, displayed in the status field. If
logging in with other responsibilities, the user will still see "Open" in the status field
because of the default value in profile option.
However, if no rules have ever defined, then the value specified in the profile option will
not necessarily be the initial status of a rule.
• Update Tasks in Forms, HTML, or the Oracle Applications Framework based Tasks
With the CRM Administrator responsibility, the user can only see the statuses "Open" and
"Approved" displayed in the list of values. If changing the status from "Approved", the
user will only see "Open" and "Working", the previous and next statuses, listed in the
selection.
If logging in with other responsibilities, all task statuses are displayed in the list because
the rule is only associated with the CRM Administrator responsibility.

Denormalizing Open Status Column into Task Table

In order to quickly retrieve open tasks from a query, Task Manager modifies the task
table JTF_TASK_B by adding a new column OPEN_FLAG which is denormalized from
the status lookup table to determine if a task is an open task. This filters out any task
with a status of "Cancelled", "Rejected", "Closed", or "Completed" while performing
a search for open tasks.
Whether a task is an open task that is dependent on the task status. If a task with
any of the following task statuses, then the task is not an open task which means the
OPEN_FLAG is set to "N":
• Cancelled (CANCELLED_FLAG is checked)
• Rejected (REJECTED_FLAG is checked)
• Closed (CLOSED_FLAG is checked)
• Completed (COMPLETED_FLAG is checked)
Otherwise, the value of the OPEN_FLAG is set to "Y" which means the task is an open
task.
The following table depicts the denormalized value for the OPEN_FLAG in the task
table JTF_TASK_B:

Setting Up Task Manager 20-9

 Denormalized Value for the Open Flag in the Task Table
Status Denorm. Completed Cancelled Rejected Flag Closed Flag
Open Flag Flag Flag

Accepted Y

Approved Y N N N N

Assigned Y N N N N

Auto In Y N N N N
Planning

Auto In Y N N N N
Planning

AutoReject Y N N N N

Cancelled N Y

Close N Y Y

Closed N Y

Completed N Y

Failed Y N N N N

In Planning Y N N N

In Progress Y

Interrupted Y

Invited Y N N N N

Not Started Y

On hold Y

Open Y N

Planned Y

Rejected N Y

Unassigned Y N N N N

Waiting for Y N N N N
Approval

Working Y

Perform the following steps to define a new task status.

Prerequisites
None

Responsibility
CRM Administrator

20-10 Oracle Common Application Components Implementation Guide

Navigation
Navigate to Task and Escalation Manager > Setup >Define Task Status.

Steps
Defining a New Task Status
1. Select File > New to enter new task status in the Task and Escalation Status window.
2. Enter a status name, and description information.
3. Enter the effective dates in the From and To fields.
The Effective To field is read-only for seeded statuses. This field is only active if you
are defining a new task status.
4. The usage is automatically set to Task and cannot be changed. If you are defining
an Escalation status, you must access the window from the Define Escalation Status
link in the navigator.
5. Select an appropriate value for the Start By and Due Date fields.
6. Select an appropriate Task Status flag or Assignment Status flag.
7. Select additional status flags.
Defining a Task Status Transition Rule
1. In the Task and Escalation Status window, click Task Transition to define task
status transition rules.
2. In the Rule tab, enter a name in the Rule Name field.
3. Enter appropriate application name for the rule.
4. Enter appropriate values for the current and next statuses for the rule.
5. Click the Responsibility tab to assign a rule to a responsibility and click OK.
Associating Task Status Profile Option with the Rule
1. Log in with the System Administrator responsibility, select Profile > System.
2. Set the Task Manager: Default Task Status profile option value to the initial status of
the task status transition rule.
3. Set the Task Manager: Default Assignee Status profile option value to the initial
status of the assignment status transition rule.
4. Save your work.

See Also
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Defining Task Date Types, page 20-13
• Designing Task Templates, page 21-1
• Defining Template Details, page 21-4
• Setting Up Metadata Objects, page 20-25
• Defining Task and Notes Reference Mapping, page 20-14

Setting Up Task Manager 20-11

 • Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Dening Task Priorities

In addition to seeded task priorities, the system administrator can define new task
priorities in the Forms-based Task module. Task priorities are used to determine an
importance rating for a task. Priorities define varying levels of urgency for tasks, such
as low, high, and critical.
Please note that you can modify or delete items that you created, but not those that
are seeded.

Mapping Task Priorities to A Source Object

Use the task priority mapping functionality to map task priorities to a source object. This
limits the visibility of task priorities shown in the task priority list of values for a mapped
source object. After mapping priorities to a source, you will see only the mapped task
priorities displayed in the list of values. All other unmapped priorities will not be in
the list.
For example, after mapping task priorities to an object, you can only see the task
priorities that are mapped to your source object displayed in the list of values. Any
unmapped task priorities to your source object are now dynamically excluded from the
lists. In addition, if none of the priorities is mapped to your source object, then you will
see all task priorities from the list of values. Therefore, any user-defined task priorities
must be mapped to your source object. Otherwise, you will not see them from the list
after defining them.
Perform the following steps to define a new task priority:

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Setup >Define Task Priority.

Steps
1. Select File > New to enter a new task priority in the Task Priority window.
2. Enter a name in the Priority field.
3. Enter a numerical value in the Importance field.
4. Enter a brief description for the priority.
5. Enter the effective dates in the From and To fields.
The Effective To field is read-only for seeded priorities. This field is only active
if you are defining a new task priority.
6. Save your task priority.

20-12 Oracle Common Application Components Implementation Guide

 The new task priority appears in the Priority list of values LOV in the UI.
7. To map task priorities to a source:
1. In the Map Priority window, click Map Priority to open the Mapping Objects
window.
2. Select the source object from the LOV, for example, appointment.
3. Select the task priority from the LOV, for example, critical.
4. Select the end date from the LOV.
5. Select the application from the LOV, for example, FND, Application Object
Library.
The Seeded check box is not editable.
6. Click Save.

See Also
• Defining Task Statuses and Status Transition Rules, page 20-5
• Defining Task Types, page 20-1
• Defining Task Date Types, page 20-13
• Designing Task Templates, page 21-1
• Defining Template Details, page 21-4
• Setting Up Metadata Objects, page 20-25
• Defining Task and Notes Reference Mapping, page 20-14
• Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Dening Task Date Types

In addition to the seeded date types (planned dates, scheduled dates and actual
dates), you can use task date types to define other dates to track task progress, such as
milestone and follow up dates. This functionality is used in the Forms-based Tasks only.

Mapping Task Date Types to A Source

You can limit the selection of the LOV shown in the Date Type field by mapping them to
a source. For example, you can set the selection of date types from the LOV for a service
request (source object) to be only “Due Date” and “Follow Up Date.”

Where to Use These Date Types

After defining additional date types, you can identify more date types from the LOV if
clicking the Dates tab in the Task Details window in Tasks Forms.
Perform the following steps to define a task date type.

Prerequisites
None

Setting Up Task Manager 20-13

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Setup > Define Task Date Types.

Steps
1. In the Task Date Types window, enter the task date type.
2. Enter a description for the task date type.
3. Enter a numeric value for the Sequence.
4. Define the Application field as the application that is seeding the data, for
example, FND (Application Object Library). This field is not relevant to external
customers.
5. If you want to limit the selection of the LOV shown in the Date Type field by
mapping the task date types to a source:
1. In the Task Date Types window, click Map Date Types to open the Mapping
Objects window.
2. Select the source object from the list of values (LOV).
3. Select the task type from the LOV.
4. Optionally set the end date for the task date type.
5. Define the application field as the application that is seeding the data, for
example, FND (Application Object Library). This field is not relevant to external
customers.
The Seeded check box is not editable.
6. Click Save.

See Also
• Defining Task Statuses and Status Transition Rules, page 20-5
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Designing Task Templates, page 21-1
• Defining Template Details, page 21-4
• Setting Up Metadata Objects, page 20-25
• Defining Task and Notes Reference Mapping, page 20-14
• Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Mapping Task and Notes References, and Task Assignee Types to a Source
Task Manager uses the Mapping Objects window to map the following components to
a source:

20-14 Oracle Common Application Components Implementation Guide

 • Map Task and Notes References to a Source
• Map Task Assignee Types to a Source

Mapping Task and Notes References To a Source

Use the Mapping Objects window to map a reference type to a source object. This allows
you to narrow down the References drop-down list to objects that are actually relevant
to a document’s source object.
For example, you can map a sales lead to Task Manager (or Note Type). This limits the
selection of list of values shown in the Reference Type (or Relate To) field in the HTML
Task Manager (or HTML Notes) when you relate a task (or a note) to a business object. In
addition, when creating a note for a Sales Opportunity, users typically don’t want to see
such objects as Service Request or Defect in the References drop-down list. Instead, they
would only want to see Lead, Forecast, Quote, and Sale Organization. Therefore, Notes
implementors can map Lead, Forecast, Quote, and Sales Organization to the source
object Sales Opportunity.
Please note that new task references for the Forms-based Task Manager can be created by
logging with the CRM Administrator responsibility and selecting Task and Escalation
Manager > Setup > Define Reference Type. These new task references are visible from
the LOV in the Type field of the References tab located in the Task Details window
(Forms version).
Note: This window defines reference mapping for both the Task
Manager and the Notes module.

Mapping Task Assignee Types to a Source

Use the Mapping Objects window to map both task assignee types and owner types to
a source object. This limits the visibility of task assignee and owner types shown in
the resource type list of values for a mapped source object. After mapping assignee
and owner types to a source, you will see only the mapped assignee and owner types
displayed in the list of values. All other unmapped types will not be in the list.
Currently, only the Oracle Applications Framework based Task Manager uses this
functionality. See Mapping Task Assignee Types to a Source, page 9-5 section in the
Implementing the Oracle Applications Framework Based Task Manager chapter for
details.
Perform the following steps in Forms to map reference types to a source.

Prerequisites
Your source object must exist.

Responsibility
CRM Administrator

Navigation
Navigate to CRM Administrator > Task and Escalation Manager > Setup > Task & Note
References

Setting Up Task Manager 20-15

Steps
1. In the Mapping Objects window, select your source object from the LOV, for
example, Sales Opportunity.
2. Select the References you want to appear in the drop-down list from the LOV.
3. Select an end date from the LOV.
4. Select the application where you want to extract your additional data from and
click Save.
5. Repeat these steps for every object that you want to appear in the References LOV
for your source object.

See Also
• Mapping Note Types to a Source, page 13-2
• Setting Up Note Types, page 13-1
• Defining Task Statuses and Status Transition Rules, page 20-5
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Defining Task Date Types, page 20-13
• Designing Task Templates, page 21-1
• Defining Template Details, page 21-4
• Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Registering Task Mass Reassignment Screen

The Task Mass Reassignment window used to mass reassign tasks to different resources
is Declarative Page Flows (DPF) enabled. It can link several pages together to represent a
business flow. The Task Mass Reassignment window needs to be registered in business
flows.
How to register the screen in business flows, see Oracle Applications CRM System
Administrator’s Guide.

Setting Prole Options

Task Manager has a number of optional profile options. You can set default
statuses, priorities, dates, and types, as well as defaults for owner and assignee
statuses. Other profile options determine the client time zone, unit of measure, data
truncation, and workflow. Profile values must be set in the Profile Values window by
a System Administrator.
The following table describes the profile options that are specific to Task Manager.

20-16 Oracle Common Application Components Implementation Guide

Task Manager Prole Options
Name Default Value Level Description Outcome

Task Manager: Meeting Site Use the Default Set the value to
Default Task Type Task Type profile the task type
option to set that you want to
the default task appear in the task
type. Possible type drop-down
values include list when you are
appointment and creating a task.
lead.

Task Manager: Open Site Use the Default Set the value to
Default Task Task Status the task status
Status profile option to that you want to
set the default appear in the task
task status. status drop-down
Possible values list when you are
include open and creating a task.
completed.

Task Manager: Medium Site Use the Default Set the value to
Default Priority Priority profile the task priority
option to set that you want to
the default task appear in the task
priority. Possible priority drop-
values include down list when
critical and you are creating a
medium. task.

Task Manager: No default value Site Use the Default Set the value
Default Task Task Owner to the name of
Owner profile option the default task
to set the default owner.
task owner.

Task Manager: No default value Site Use the Owner Set the value to
Owner Type for Type for Task the owner type
Task profile option to for the task.
set the default
owner type.
Possible values
include employee
resource and
party.

Task Manager: Accepted Site Use the Default Set the value
Default Assignee Assignee Status to the assignee
Status profile option to status that you
set the default want to appear
assignee status. in the Assign To
Status drop-down
list when you are
creating a task.

Setting Up Task Manager 20-17

 Name Default Value Level Description Outcome

Task Manager: Scheduled Site Use the JTF Set the value to
JTF Tasks Default Tasks Default the default date
Date Selected Date Selected that you want
profile option to to default in
set the default the Create Task
date selected. window.
Possible values
include Planned,
Scheduled, or
Actual.

Task Manager: No default value Site The Task APIs The value of this
Task APIs to to Determine profile option
Determine if if Security is should always be
Security is Implemented set to No.
Implemented profile option
is reserved for
future use.

Time Unit of Time Site Use the Time Depending upon

Measure Class Unit of Measure the value of this
Class profile profile, the Time
option to define UOM codes are
the time unit of shown in the
measure class list of values. If
in the inventory the value of this
module. profile changes,
then there will be
Depending on
a discrepancy
the time unit of
between the
measure class,
existing data and
you will see
the new LOV
the list of UOM
shown for the
codes in the Tasks
new Time UOM
module.
class.
Oracle strongly
recommends
the value of this
profile should
NOT be changed
after the system in
the production

Task Manager: Yes Site The View All Task Do not change
View All Task Privileges profile the value of this
Privileges option is reserved profile option.
for future use.

Task Manager: No Site The Delete Any Do not change

Delete Any Task Task Privileges the value of this
Privileges profile option profile option.
is reserved for
future use.

20-18 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

Task Manager: "..." Site Use the Set the value that
Use the Indicator of Data is appended to
Indicator of Data Truncation profile the source object
Truncation option to store a name of a Task
three-character when it has been
code which is truncated.
appended to the
source object
name of a Task
when it has been
truncated. The
default value of
this profile option
is ’...’.
For example, if
the source of a
Task is a Party, the
name may be too
large to store in
the source_object_
name column. If
the name: "This
is a very long
name to test
the truncation
indicator
functionality" (71
chars) is passed
to the Task API as
the source object
name, it is written
to the Task record
as: "This is a very
long name to test
the truncation
indicator..." (60
chars). The
default value of
this profile option
is ’...’.

Task Manager: No default value Site Use the Create Set the value to
Create Quick Task Quick Task profile Yes if you want
option to display the "Create Quick
the "Create Task" button to
Quick Task" appear in the Task
button on the Summary.
Tasks Summary
Set the Value to
window.
No if you do not
want the button
to appear in the
window.

Setting Up Task Manager 20-19

 Name Default Value Level Description Outcome

Client Timezone America/Los_ Site The Client Time Set the value
Angeles zone profile to the location
option is used where your
by Calendar to set appointments
the default time take place.
zone for the client
Setting the time
in the Create
zone from the
Appointment
profile link in the
window.
Calendar UI is
another way to set
and update this
profile value.

Task Manager: No Site The Task If the value is set

Send Manager: Send to No, then no
Notifications to Notifications to notification will
Group or Team Group and Team be sent to group
Members Members profile or team members.
option provides
If the profile
the ability to
option is set to
notify either the
Yes, then the
Owner or the
system looks at
Assignee of a
any resources of
Group or Team
type Group or
resource, when a
Team and expand
task is modified.
them to include
This profile any of their
option is for members whose
workflow only. resource type is
RS_EMPLOYEE,
RS_PARTY
or PARTY_
PERSON.
When adding a
resource to the
notify list, the
system checks to
see if the resource
is already on the
list before adding
it.

Task Manager: No Site The Task Set the value to

Automatically Manager: No, for the task
Launch Workflow Automatically workflows not to
Launch Workflow be initiated by the
profile option is API.
used to determine
If the value is set
whether to send
to Yes, then task
the automatic
workflows are
notifications or
initiated by the
not.
API. The default
value is No.

20-20 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

Task Manager: No Site The Task If the value is set

Abort Previous Manager: Abort to No, then the
Task Workflow if Previous Task previous Task
it is still active Workflow if it is Workflows that
still active profile are still active are
option is used not aborted.
to determine
If the value is set
whether to abort
to Yes, then the
the previous
previous Task
workflow
Workflows that
processes before
are still active are
starting the next
aborted.
one.

JTF_TASK_ Source User The JTF_TASK_ Set the value to

SUMMARY_ SUMMARY_ Source to have
SOURCE SOURCE profile all tasks created
option sets the with a particular
view drop-down source appear
list value in the by default in
Task Summary the contextual
context sensitive window.
window. Possible
Set the value to
values are Source
All to have all
and All.
tasks created with
a source as well as
those which refer
to that source
appear by default
in the context
sensitive Task
Summary.

Task Manager: No Site Use the Task If the profile

Mass Task Manager: Mass option is set to
Reassign Access Task Reassign Yes, the Task
Access profile Reassignment
option to window is
display the Task accessible and the
Reassignment administrator is
window. able to reassign
tasks. If the
value is set to
No, then the Task
Reassignment
window is not
accessible and a
relevant message
is shown.

Setting Up Task Manager 20-21

 Name Default Value Level Description Outcome

JTF Sync: Oracle Business System This profile All business

Category Value option is used contacts
in the Palm downloaded to
and Outlook the offline device
synchronization will be created
process. with this category.
If the category
It is to set the
does not exist
default value
in the offline
for the category
device, then it will
while trying
be created upon
to download
synchronization.
business contacts
to the offline
device.

Task Manager: Yes Site This profile If it is set to Yes,

Copy Task Start option is used the task start date
Date to End Date to control the is defaulted from
task start and the system date
end date for the and the task end
Palm and Outlook date is defaulted
synchronization. to the task start
date.
For example, if
it is set to Yes,
then any changes
the user made
to the task start
date while the
user is in the task
creation screen
will automatically
be populated to
the task end date
field.

Task Manager: Full Access Site Use the Task If Full Access is
Set Context Data Manager: Set selected, then
Security Context Data all the tasks
Security profile related to the
option to set task context can be
data security viewed, updated,
for the context and deleted. If
sensitive task Security Access
instances. is selected, then
whether the task
for that context
can be updatable
is based on the
privileges granted
to the user.

20-22 Oracle Common Application Components Implementation Guide

 Name Default Value Level Description Outcome

Task Manager: Yes Site Use the Task If it is set to Yes,

automatically Manager: then workflow
launch workflow automatically notification will
launch workflow be sent when
profile option subscribed events
to disable the are raised. If
task subscription it is set to No
workflow events. which disables the
workflow event,
then no workflow
notifications will
be sent when
subscribed events
are raised.

Task Manager: No Duration Site Use the Task If this profile is

Default Duration Manager: Default set, then the task
Duration profile end date can be
to set the default automatically
value of the calculated based
duration field. on start date and
time plus the
duration.
This profile
option overrides
the profile "Task
Manager: Copy
Start Date to End
Date" if both
profiles are set.

Task Manager: Yes Site Use the Task If it is set to the

Restricted Task Manager: default value
Update Restricted Task "Yes", then
Update profile tasks created
option to allow from other
task updates in sources cannot
the standalone be updated in
Forms-based the standalone
Tasks. Forms-based
Tasks to avoid
breaking product
specific business
rules enforced on
the task. If it is
set to "No", then
users can update
contextual tasks.

Note: See Appendix A, Profiles Options, ERROR: linkend not in current

document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

Running the Task Manager Concurrent Program

Task Manager uses one concurrent program, Rebuilding Intermedia Index for Task
Names. This concurrent program rebuilds the intermedia index. In order for a user to

Setting Up Task Manager 20-23

 see new and updated tasks and appointments when they use the quick find search, or
have the ability to search on a task name, system administrator must run this concurrent
program periodically.
Perform the following steps in Forms to run the Rebuilding Intermedia Index for Task
Names concurrent program.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Requests > Run.

Steps
1. In the Find Request window, click Submit a New Request.
The Submit a New Request window opens.
2. Select the Single Request option button and click OK.
The Submit Request window opens.
3. Select the concurrent program: Rebuilding Intermedia Index for Task Names from
the list of values (LOV).
The Parameters window opens.
4. Enter the following information in the window:
• JTF User’s password
• Apps User’s password
• CTX User’s password
5. Click Schedule in the At These Times region.
6. Select the job to run periodically, in the Run the Job region.
7. Enter the start date and leave the end date blank to run the program indefinitely.
8. Define the interval in minutes, that you want the program to run and click OK.
9. Click Yes in the caution window if you selected for the program to run indefinitely.
10. Click Submit to confirm.
11. Click No to exit.

Guidelines
The following table describes the Rebuilding Intermedia Index for Task Names
concurrent program.

20-24 Oracle Common Application Components Implementation Guide

 Task Manager Seeded Concurrent Programs
Name Description Frequency

Rebuilding Intermedia Index This program is used to rebuild As needed

for Task Names the intermedia index so a user
can use the quick find to search
for new and updated tasks as
well as to search by task name.

Setting Up Metadata Objects

You can add additional data in the JTF objects table. Metadata source objects have static
definitions to dynamically retrieve data during runtime. This allows for the code to call
the metadata source name, instead of writing the code out in every location.
Note: In some instances, Customer Profiles and Service Request
notes, require a specific prefix or code name.

Perform the following steps to add data in JTF objects for use in Tasks Manager.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Setup > Objects Meta-data.

Steps
1. Enter a name, description, and unique object code.
2. Enter or select information in the fields for all sections that are needed for this source.
• Seeded check box: It indicates that the data is seeded. It cannot be updated
by users.
• From task check box: Select this check box if tasks can be created, updated, and
deleted using the standalone Task Manager. Otherwise, tasks can only be
queried in read-only format.
• Start Date: Enter a start date that the object code is available in the text field.
• End Date: Enter an end date that the object code is unavailable in the text field.
• Application: Select the Application name from the list of values.
3. Enter the following information in the Lunch Details tab:
• Function Name: Select the form function name registered as type, "FORM" from
the LOV.
• Parameter: Enter the parameters to be passed to the form function to open the
source form. The following parameters are passed to open the source form.

Setting Up Task Manager 20-25

 • ID - Source_object_id
• NAME - Source_object_name
The rest of the parameters should be hard coded.
• Launch Method: Use the drop-down list to select the Launch method. The
Launch method is only for forms. They are:
• FND_FUNCTION: Executes a specified form function only if the form is
attached. It always starts a new instance of the form.
• APP_NAVIGATE: Executes a specified form function only if the form is attached
and also allows a form to be restarted if it is invoked a second time.
• URL: Enter the URL for the application.
• Web Function: Select the web function from the LOV. This is the JSP Function
Name. It should be registered in Functions as type JSP.
• Web Parameters: Enter the web parameters in the text field. These are the
parameters to be passed to the JSP page. The following parameters are passed to
open the source form.
• ID - Source_object_id
• NAME - Source_object_name
The rest of the parameters should be hard coded.
4. Enter the following database information in the Select Statement Details tab:
• ID Column: Enter the ID value to be fetched from a given table in the text
field, such as task_id. The ID identifies the unique column that is stored as the
records place holder.
• Name Column: Enter the NAME value to be fetched from a given table in the
text field, such as task_number. This column shows as the main search/result
column value a user uses to select data.
• Details Column: Enter the details value to be fetched from given a table, such as
description. The details column gives user more information on the column to
choose from in the LOV listing.
Enter your select statement:
• From: Enter the name of the table where the data is obtained, such as jtf_tasks_vl.
• Where: Enter any Conditions of the selected data in the where clause, such as
source_object_type_code = "TASK".
• Order By: Enter the order by which the records should be sorted, such as
task_number.
• Select Statement: This read-only text field displays your select statement when
clicking the Check Syntax button to validate the syntax of your statement before
it is saved.
5. Enter the following information in the LOV and Data Security tab:
In the LOV region:
• Window: Enter a title for the List of values window in the text field. This is the
Title that appears for the LOV generated for this source object.

20-26 Oracle Common Application Components Implementation Guide

 • Name: Enter the column name for List of values specified in the Select Statement
Detail’s "Name Column" field.
• Details: Enter the Title for details column for List of values specified in the Select
Statement Detail’s "Detail Columns" field.
In the Data Security Setup region:
• Object Name: The name for a corresponding JTF_OBJECTS code. This name
serves as the foreign key to FND_OBJECTS. This field is not required and can
be empty (null).
• Predicate Alias: This field adds security information to application query. It
should only be used to avoid ambiguity when LOV query contains more than
one table joined by data object primary key(s) values. For example, two tables
("jtf_tasks_b" and "jtf_tasks_tl") are used, then it must be entered with either
"jtf_tasks_b" or "jtf_tasks_tl". Otherwise Oracle DBMS will report ambiguous
task_id reference at the run time.
If it is entered and the object name is not null, the value will be passed to an
internal API to add security to a generated query for the LOV. However, if the
object name is empty, then security predicate will not be added to the generated
query.
Refer to Customizing the List of Values (LOV) Security Access, page
22-12, Customizing Task Security chapter for details.
6. Define the object user in the Usage tab:
• Object User: Select the object user from the list of values.
The Seeded check box is not editable. It indicates that the data is seeded.
Usage users are specified access locations where an object can be used. As long
as the object is not seeded, all usages can be assigned.

See Also
• Setting Up the Source Object Code and Context, page 13-4
• Defining Task Statuses and Status Transition Rules , page 20-5
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Defining Task Date Types, page 20-13
• Designing Task Templates, page 21-1
• Defining Template Details, page 21-4
• Defining Task and Notes Reference Mapping, page 20-14
• Setting Profile Options, page 20-16
• Running the Task Manager Concurrent Program, page 20-23

Publishing Task Business Events

Task Manager, leveraging the Oracle Workflow Business Event System, publishes
business events such as creating, updating, and deleting a task or an assignment when a
task or an assignment is created, updated, and deleted from APIs, or application user

Setting Up Task Manager 20-27

 interfaces (UIs) regardless of the Forms, HTML, or Oracle Applications Framework
based interfaces. Task business events replace the functionality provided by "user
hooks". User hooks will not be supported in future; therefore, applications that contain
data directly affected by these events should subscribe to the events and synchronize or
modify their data accordingly.
For example if the actual start date for a task assignment is updated for a service
request, this action is published or "raised" as a business event. Oracle Field Service for
Palm that subscribes to this business event using its workflows can capture the update
event and maintain the information for palm synchronization. Next time when field
sales representatives synchronize data from Oracle Applications to their palms, this
updated start date of a task assignment will be downloaded to their palms.
Be aware that when an escalation or appointment is created, relevant escalation or
appointment business events will be raised. See Publishing Business Events, page
28-9 in Escalation Manager for escalation events and Publishing Business Events for
Appointments, page 25-13 in the Implementing the HTML Calendar chapter, Oracle
Common Application Components Implementation Guide.
Relevant information for task business events and event subscription are contained
in the following sections:
• The Oracle Workflow Business Event System, page 20-28
• Task Business Events, page 20-28
• Event Publishing Rules and Event Attributes, page 20-30
• Event Use Examples, page 20-32
• Event Subscription Guidelines, page 20-33
• Subscription Workflow Events, page 20-34

The Oracle Workow Business Event System

The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager, which allows you to
register subscriptions to significant events, and workflow process event activities, which
allow you to model business events within workflow processes.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.
See Oracle Workflow Developer’s Guide for detailed information about Oracle workflow
business event system, and subscriptions.

Task Business Events

Task Manager publishes the following business events when a task or a task assignment
is created, updated, and deleted from APIs, or application user interfaces (UIs) regardless
of the Forms, HTML, or Oracle Applications Framework based interfaces:

20-28 Oracle Common Application Components Implementation Guide

 Task Business Events
Event Name Description

oracle.apps.jtf.cac.task.createTask Task is created.

oracle.apps.jtf.cac.task.updateTask Task is updated.

oracle.apps.jtf.cac.task.deleteTask Task is deleted.

oracle.apps.jtf.cac.task.createTaskAssignment Task assignment is created.

oracle.apps.jtf.cac.task.updateTaskAssignment Task assignment is updated.

oracle.apps.jtf.cac.task.deleteTaskAssignment Task assignment is deleted.

The following terms are used in the Task Business Events table:
Event Name. Event name represents the name of a business event that is an occurrence
in an application or program that might be significant to other objects in a system or to
external agents. Event name must be unique and is case-sentitive.
Subscribers must use Event Name for subscription purposes.
Display Name. Display name is the name appearing in the event list.
Description. Description is the descriptive information of a business event.
Additionally, for each task event, the owner name is "Task Manager", the owner tag is
"JTF" and the default status is "Enabled".

How Event Key is Generated

When the actual start date for a task assignment is updated for a service request, the
updated record is created in the table JTF_TASK_ASSIGNMENTS. The relevant
subscription event that contains workflow related codes calls wrapper APIs that raise
the Update Task Assignment event in the Oracle workflow Event Manager with the
following information.
• Event Name: oracle.apps.jtf.cac.task.updateTaskAssignment
Each subscription will have event name and subscription ID passed with function.
Event Key. Event key is a string that uniquely identifies an instance of an
event. Event key will be generated by the concatenation of the following:
• EVENT_NAME
• Value of the sequence
By default, Oracle Workflow uses the event key as the item key for the workflow
process that is launched.
Task business events will be raised only when changes made in certain task records. For
example, the Update Task event will be raised if an update made in task priority, instead
of task description.
When a change results in an event raised, in order to pass the related task records and
other information to event subscribers, Task Manager also publishes event attributes in
the parameter list.

Setting Up Task Manager 20-29

Event Publishing Rules and Event Attributes
Only the majority of the attributes are published in the parameter list. For the rest of the
attributes changed during Update, TASK_AUDIT_ID enables the subscribers to obtain
the value of remaining attributes from audit tables.
In addition, the following rules are used to publish event attributes:
• During Create process for event names "oracle.apps.jtf.cac.task.createTask"
and "oracle.apps.jtf.cac.task.createTaskAssignment", the parameter is not set
on the list if the null value is inserted into the column. Therefore, the API
WF_EVENT.GetValueForParameter returns a NULL value.
• During Update process for event names "oracle.apps.jtf.cac.task.updateTask"
and "oracle.apps.jtf.cac.task.updateTaskAssignment", the parameter will not be
set on the list if the value of the parameter is not changed. Therefore, the API
WF_EVENT.GetValueForParameter returns a NULL value.
If the value of the parameter is changed, then the parameter name of the old value
will be prefixed with "OLD_"+<Parameter Name>. The parameter name of the new
value will be "NEW_"+<Parameter Name>.

Event Attributes for the Create, Update, and Delete Task Events
The following table depicts the published attributes for the create, update, and delete
task events. "Yes" indicates that an attribute is published and "No" indicates that it is not.

20-30 Oracle Common Application Components Implementation Guide

 Published Attributes for the Create, Update, and Delete Task Events
Parameter Name Create Task Update Task Delete Task Comments

TASK_ID Yes Yes Yes

SOURCE_ Yes Yes Yes

OBJECT_TYPE_
CODE

SOURCE_ Yes Yes Yes

OBJECT_ID

ENABLE_ Yes Yes Yes

WORKFLOW

ABORT_ Yes Yes Yes

WORKFLOW

DATE_ No No No
SELECTED

TEMPLATE_ID No No No The value of this

field cannot be
TEMPLATE_ No No No changed.
GROUP_ID

RECURRENCE_ No No No
RULE_ID

TASK_AUDIT_ID No Yes No This value is put

on the parameter
list, so that the
subscriber can
find out the
remaining fields
which are not
published from
the audits table.

OBJECT_VERS No No No This is the new

ION_NUMBER object version
of the task. For
create, the object
version number is
always 1, hence it
is not published
on the parameter
list.

Event Attributes for the Create, Update, and Delete Task Assignment Events
The following table depicts the published attributes for the create, update, and delete
task assignment events. "Yes" indicates that an attribute is published and "No" indicates
that it is not.

Setting Up Task Manager 20-31

 Published Attributes for Create, Update, and Delete Task Assignment Events
Parameter Name Create Task Update Task Delete Task
Assignment Assignment Assignment

TASK_ID Yes Yes Yes

ENABLE_ Yes Yes Yes

WORKFLOW

ABORT_WORKFLOW Yes Yes Yes

TASK_ASS Yes Yes Yes

IGNMENT_ID

RESOURCE_TYPE_ Yes Yes Yes

CODE

RESOURCE_ID Yes Yes Yes

ASSIGNMENT_ Yes Yes Yes

STATUS_ID

ACTUAL_START_ Yes Yes No

DATE

ACTUAL_END_DATE Yes Yes No

ASSIGNEE_ROLE Yes Yes Yes

SHOW_ON_ Yes Yes No

CALENDAR

CATEGORY_ID Yes Yes No

OBJECT_VERSION_ No No No
NUMBER

Event Use Examples

When users perform an action in Task Manager, it might trigger more than one business
events depending on which task records are affected. In addition, each event can be
raised many times before the action completed.
For example, when a task is deleted, at the same time the task assignment is also
deleted as well. This action raises two task events, "oracle.apps.jtf.cac.task.deleteTask"
and "oracle.apps.jtf.cac.task.deleteTaskAssignment". The delete task assignment event
"oracle.apps.jtf.cac.task.deleteTaskAssignment" can be raised whenever each row in
the assignment table is deleted.
The following table describes the events that are published for the possible
scenarios. Since the subscriptions to the task events must be asynchronous, the orders of
these events being published are not important.

20-32 Oracle Common Application Components Implementation Guide

 Published Task Events Details for Possible Scenarios
Functional Scenario Published Event Names Number of Times the Event
Is Published

Task is created. oracle.apps.jtf.cac.task. Once

createTask

oracle.apps.jtf.cac.task. Once
createTaskAssignment

Owner is changed. oracle.apps.jtf.cac.task. Once

updateTask

oracle.apps.jtf.cac.task. Once
updateTaskAssignment

Task is deleted oracle.apps.jtf.cac.task. Once

deleteTask

oracle.apps.jtf.cac.task. Once for each row in the

deleteTaskAssignment assignment table

Assignment is updated. oracle.apps.jtf.cac.task. Once

updateTaskAssignment

Assignment is added. oracle.apps.jtf.cac.task. Once

createTaskAssignment

Assignment Status/Dates are oracle.apps.jtf.cac.task. Once

changed. updateTaskAssignment

Since the task owner change will raise two events, if the subscriber is interested in
tracking the task owner, then the subscriber must subscribe to both the update task
event and update task assignment event.

Event Subscription Guidelines

All event subscriptions must follow the guidelines mentioned in the workflow
development standards. For example, any subscription cannot commit inside the rule
function. This can cause unexpected behavior in the workflow or task APIs.
In addition, the following subscription guidelines are also used in publishing Task
business events:
• Asynchronous Subscriptions
All subscriptions to the events should be asynchronous. The UIs call the APIs, which
in turn publish events. Therefore, if the subscriptions are synchronous, the
transaction time for the UI will increase.
• Returning with success or warning
The rule function of the subscriptions should return success or a warning. It
should not return an error. Returning an error disrupts the processing of other
subscriptions; therefore, an error should not be returned.

Setting Up Task Manager 20-33

Subscription Workow Events
Since Task Manager now publishes business events using the Oracle Workflow Business
Event System, all workflow related codes in the Task APIs are moved to the newly
created Subscription events.
With this change, when a task is created, the create task subscription event, instead of
Task APIs, will call wrapper APIs that raise the create task event. In addition, this also
allows event subscribers to optionally disable the subscription workflow events by
using a profile option so that no workflow notifications will be sent when subscribed
events are raised.
The following table describes the Subscription workflow events in Task Manager:

Subscription Workow Events in Task Manager

Event Name Display Name Owner Name Owner Tag

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

CreateTask task is created.

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

UpdateTask task is updated.

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

DeleteTask task is deletd.

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

CreateTaskAssignment task assignment is
created.

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

UpdateTaskAssignment task assignment is
updated.

oracle.apps.jtf.cac.task. Send notification when Task Manager JTF

DeleteTaskAssignment task assignment is
deleted.

Disabling Subscription Workow Events

Task event subscribers can optionally disable the subscription workflow events by
changing the default value in the profile option "Task Manager: automatically launch
workflow":
• YES (default value): This enables the workflow event so that workflow notifications
will be sent when subscribed events are raised.
• NO: This disables the workflow event so that no workflow notifications will be
sent when subscribed events are raised.

20-34 Oracle Common Application Components Implementation Guide

 21
Working with Task Templates

This chapter covers the following topics:

• Designing Task Templates
• Defining Template Details

Designing Task Templates

A task template is a skeleton task and a task template group is a grouping of various
task templates. Creating a template eliminates the user’s interaction with the specific
properties of a task which simplifies the task creation process.
For example, a service department is constantly requested to have computer problems
fixed. John Smith, a service director, requests the creation of a task template group called
PC Repair that is specifically used for a service request. This template group consists of a
set of required tasks, including customer appointment, computer repair, and progress
update. These tasks are defined in a template format with task type, priority, and status
information specified.

How to Create Task Template Groups

The implementors or system administrators can define task template groups only in
the Forms-based Task Manager.
Use the following three regions in the Setup Task Template Groups window to enter
task template group information:
• Template Group region. Enter task template group name, description, effective
date, document type, start and end dates, and descriptive flexfields. Task Manager
uses document type to specify the purpose of a template group created for. For
example, if a template group is created for service request related documents, then
Service Request is the document type.
Enter descriptive flexfield in the Task template groups additional information
window if you have predefined additional information specifically for your template
group. If the Start and End Dates are left blank, the template will be effective forever.
• Related Task Templates region. Enter information for each task within
this template group including each task’s name, task type, task status, task
priority, description, and descriptive flexfield information specifically for each task
template. For example, you can enter the three required tasks, such as customer
appointment, computer repair and progress update, here for the PC Repair template
group.

Working with Task Templates 21-1

 The descriptive flexfield information in the Task Templates additional information
window is located at the end of the horizontal scroll bar. This flexfield is used
specifically for each task template; therefore, its values can be passed to the tasks
that are created based on the task template.
Optionally, you can enter just one task in this region if you want to create a single
task template, instead of multiple tasks in a task template group.
• Task Template Details region. Enter task duration, planned effort, and task flags
information for each task you entered in the Related Task Template region. Task
Manager uses the following task flag to specify additional task information:
• The Publishable flag indicates that the task is publishable over the web.
• The Billable flag signifies a task as a service that requires billing.
• The Holiday flag will be used in a future release.
• The Multibook flag indicates whether the task can book resources that are
already assigned to other tasks.
• The Milestone flag indicates that the task is a milestone.
• The Restrict Close flag indicates whether it is necessary to close the task in order
for the source object to be closed. For example, if this task references a service
request, the task must be closed to close the service request.
For example, you can enter about five hours work for task duration and effort, as
well as select the Billable task flag for the Computer Repair task, as this task
requires a service charge to a customer.
After saving this template group, the Number field for each task you defined in the
Related Task Templates region populates automatically.
In addition, you can define additional assignee resource types and unit
information, dependencies and the offset information among task templates, and task
recurrence information for a task template. See Defining Template Details, page 21-4.
Once a template or template group is created, users are able to create multiple tasks
simultaneously based on the selected template or template group.
Note: The Private task flag in the Forms-based version of Task Manager
is not supported at this time. This functionality will be removed in a
future release. HTML Task Manager does support both Private and
Public tasks.

Perform the following steps to design a task template.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Task > Task Templates.

21-2 Oracle Common Application Components Implementation Guide

Steps
1. In the Setup Task Template Group window, define and enter the following
information in the Template Group region:
• Template group name
• Description
• Effective dates
• Descriptive flexfield information for the template group
• Document type
2. Enter the following information in the Related Task Templates region:
• Template name
• Description
• Task Status
• Task type and priority
Please note that the available task Type and Priority list of values are populated
based on your selected document type. For example, if a template group is
created for Service Request, then you should see only the service request related
task types and priority information listed in the list of values.
• Descriptive flexfield in the Task Templates additional information window
3. Enter the following information in the Task Template Details region:
• Task duration
• Task effort
• Task flags
4. Optionally, click Resources to specify assignee resource type and unit
information, Dependencies to set task dependencies, and Recurrences to set task
recurrences for the template group in the Task Template Details window. For more
information on how to define resources, dependencies, and recurrences, see the
Defining Template Details, page 21-4.
5. Save your template.
After saving the template, the Number field for each group you defined in the
related task template region populates automatically. A task template now exists
and task creation from the template is possible.

See Also
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Defining Task Statuses and Status Transition Rules, page 20-5
• Defining Task Date Types, page 20-13
• Setting Up Metadata Objects, page 20-25
• Defining Task and Notes Reference Mapping, page 20-14
• Setting Profile Options, page 20-16

Working with Task Templates 21-3

 • Running the Task Manager Concurrent Program, page 20-23

Dening Template Details

Additionally, you can define assignee resource types and unit information, dependencies,
and task recurrences by clicking the appropriate buttons to bring up the following tabs
shown in the Task Details window:
• Resources: Enter assignee resource type, such as employee resource, and required
unit information for each task you specified in the Related Task Templates region.
• Dependencies: Enter task dependency information if necessary.
Use this tab to set the order among task templates and to separate the sequence between
task templates using time-sensitive restrictions. Use the Offset field to enter a numeric
value plus an appropriate unit of measure, such as one hour or 30 minutes, to separate
the initial task template from a subsequent task template. For example, you can have
"one day" (offset) time frame between the first template, customer appointment, and the
next template, computer repair. This allows a service agent to have one-day preparation
after the appointment and before the computer repair.
• Recurrences: Enter task recurrence information for tasks you want to repeat on a
regular basis.
Perform the following steps to define task template details.

Prerequisites
A task template must be created and saved.

Responsibility
CRM Administrator

Navigation
Navigate to Task and Escalation Manager > Task > Task Templates.

Steps
1. In the Task Template Details window, with your template information defined, click
Resources.
The Task Template Details window opens.
2. Select a resource type from the list of values (LOV).
3. Enter the number of resources needed in the Required Units field.
Selecting the Enabled Flag activates the resource type for the corresponding task
template.
4. Any information defined in the Dependencies tab is not supported at this time.
5. In the Recurrence tab, select how you want the task to repeat, daily, weekly, monthly,
or yearly, and provide information in the corresponding required fields.
6. Click OK to save your information.

21-4 Oracle Common Application Components Implementation Guide

See Also
Designing Task Templates, page 21-1

Working with Task Templates 21-5

 22
Customizing Tasks Security

This chapter covers the following topics:

• Task Security Overview
• Customizing Tasks Data Security
• Setting the Security Profile Option
• Customizing the List of Values Security Access
• Customizing the List of Values Security for HTML Tasks
• Customizing the Resource List of Values Security for Tasks in Oracle Applications
Framework and Forms
• Granting Manager-Directs Security Access
• Troubleshooting Task Data Security

Task Security Overview

To continuously support the existing Application Object Library (AOL) task security
rules used in HTML Task Manager, and to extend the task data security offerings
specifically for task related resource assignments to the Forms-based Tasks and to the
Oracle Application Self-Service Framework based Tasks recently developed for Oracle
Common Applications Calendar, Task Manager leverages the AOL data security based
on Virtual Private Database (VPD) policy, a feature implemented in database to allow
security dynamically created at runtime to all queries issued against a database table
or view. This new security model with VPD feature provides more flexibility in task
security for resource assignments by allowing any applications to set product specific
security rules around the existing task security.
For example, only the resources that have privileges to access certain types
of service request can be assigned to these types of service related tasks as
assignees. Therefore, with this enhanced security model, Oracle Service Online can pass
its own security functions to Tasks in Forms or in Oracle Applications Framework to
allow qualified resources to be retrieved from the resource list of values when assigning
them to a service request of certain types.
Be aware that this new enhanced security model with VPD feature only applies to
task security for resource assignments in the Forms-based and Oracle Applications
Framework based Task Manager. It is not implemented in task security rules currently
used in HTML Tasks, such as customizing contextual task rules using a profile
option, building security around the resource list of values, and allowing group
managers to access their direct’s tasks.

Customizing Tasks Security 22-1

 To better understand the Task security rules used in all formats of Task Manager
including AOL security model in HTML Tasks, and new security model with VPD
feature for Tasks in Forms and Oracle Applications Framework specifically for resource
assignments, the following topics are introduced in this section:
• Understanding AOL data security in HTML Tasks, page 22-2
• New Security Model with VPD for Tasks in Forms and Oracle Applications
Framework, page 22-8

Understanding AOL Data Security in HTML Tasks

Before implementing AOL data security model, Task Manager can implicitly grant users
with the following task security access:
• For the standalone tasks:
• The owner or assignee of a task has full access to the task.
• If a group or team is the owner or the assignee of the task, then all the group or
team members have full access to that task.
Two security access privileges are used in Tasks:
• Read Only Access: Resources can only view tasks.
• Full Access: Resources can view, update, and delete tasks.
In addition, a resource can explicitly grant another resources full access or read
only access to his or her tasks except the private tasks. This can be done through
the calendar grant functionality.
• For the context sensitive tasks, Task Manager allows any users who can access the
business object to have full access to all contextual tasks related to the object.
By leveraging AOL data security model, HTML Task Manager not only can continue
supporting the task security rules granted implicitly or explicitly, but also can provide a
flexible mechanism for task security access. This security model provides the ability to
restrict data access to appropriate users through a specific authorization process.
For example, if a company only wants certain tasks to be viewed or updated by a
particular user or user groups, then, with the AOL security model, this can be achieved
by granting a security access privilege (full access or read only) to the particular user or
user groups to access specific tasks.
In other words, the task security authorization process can be considered as an analysis
around
• "Who (users or user groups) has what permission(full or read only access) to access which
tasks(specific tasks)"
The following figure illustrates the high level picture of the task security rule analysis.

22-2 Oracle Common Application Components Implementation Guide

 Task Security Rule Analysis

• For example, appropriate users who can be either sales representatives, sales managers, or
support managers are granted with full access or read only access permission to access certain
tasks, such as from Task1 to Task5.
HTML Tasks Data Security Allows Further Customization
In order to authorize specific tasks access for particular users or user groups, the task
security model in HTML Tasks leveraging the concept of AOL data security can further
allow users to customize task data for security authorizations. This includes customizing
contextual task rules by using a profile option, building security around the resource list
of values, and allowing group managers to access their direct’s tasks for HTML Tasks.
Before introducing how to customize the HTML task security rules, page 22-10, it is
necessary to understand the Task data security concepts based on AOL data security and
its relevant terminology.
This section covers the following topics:
• What is AOL Data Security Model?, page 22-3
• Terms and Definitions, page 22-4
• How Does the New Security Model Work?, page 22-7

What is AOL Data Security Model?

There are four different aspects of security access used in the AOL security model:
• User security is about determining the user identify and preventing access from
unauthorized users.
• Network security is about ensuring that communications over the network are
secure.
• Function security is about controlling what people can do on the system. It focuses
on which applications and modules you have access to.
• Data security, like function security, is also about controlling what people can do on
the system. However, it focuses on what rows or columns of data you can look at as
well as what operations can be carried out on those rows or columns.
The Data Security is comparatively a new feature in AOL security model. It is used to
model and enforce security authorizations for access and modification of specific data

Customizing Tasks Security 22-3

 records. In other words, data security is the finest security level that allows users to
customize records in the data level.
To be able to customize task security in the data level, AOL data security model uses
the concepts of object, object instance, and object instance sets to represent task features
and possible modification, the concepts of privileges and roles to translate data access
permissions, and the concepts of grants or global grants to represent the authorization
process.
Take one of the existing task rules, for example, to further explain the AOL data concepts
used for task rule customization:
• The owner or assignee of a task has full access to the task.
In the AOL data security framework, owner or assignee can be translated as a user or
user group. Full access is an access privilege that a user can act upon or perform on a
task. As to "the task", Task Manager uses the concepts of objects, object instances, and
object instance sets to explain the features of a task. For example, a task is considered as
an object, task with number 1234 can be considered as an object instance. A grouping of
multiple object instances is an object instance set. Therefore, tasks with number starting
at 1000 to 1999 can be an object instance set.
With this security model, the HTML Tasks module enable users to define and further
customize the security rules for various business needs.
Detailed information on AOL data security framework, refer to Oracle Applications
System Administrator’s Guide.

Terms and Denitions

HTML Task Manager uses the following concepts, based on AOL data security model, to
provide the flexibility to cover a wide range of data security scenarios:
• Users (User Groups), page 22-4
• Objects, page 22-4
• Object Instances, page 22-5
• Object Instance Sets, page 22-5
• Privileges (Functions), page 22-5
• Roles (Menus), page 22-5
• Grants (Authorizations), page 22-6
• Global Grants, page 22-6

Users (User Groups)

A user is a single person with an account on the system (represented by a row entry in
FND_USER). Users can be grouped into groups. Therefore, a user role may represent a
user or group of users. A user group is any grouping of FND_USERS who are exposed
through the WF_ROLES view.
Users and user groups can be referred as Grantee if they are the subjects of a data security
grant. These users and user groups must be exposed in the WF_USER/WF_ROLES.

Objects
An object is a type of thing on which security can be managed. For example, a task is
considered as an object.

22-4 Oracle Common Application Components Implementation Guide

 In a technical definition, each object must be registered in the FND_OBJECTS
tables. Every object definition will contain related database object (table or view) and
primary key information for the object.

Object Instances
An object instance is a particular instance of an object. This generally corresponds to a
row (or related set of rows) in the database. If Tasks is considered as an object, then Task
with number 1234 is an object instance.
In a technical explanation, object instances are derived from the primary key values. The
primary key values should be set for the registered object in the FND_GRANTS.

Object Instance Sets

An object instance set is a group of multiple object instances. For example, all tasks
assigned to a user or all tasks with a number smaller than 5 could be considered an
object instance set.
In a technical definition, object instance set definition is stored in the
FND_OBJECT_INSTANCE_SET and FND_OBJECT_INSTANCE_SET_TL tables. The
definition contains a SQL where clause by a predicate that combined with the object
definition will return all the object instances that are part of the object instance set.
An object instance set can be expressed in the following predicate for all tasks with a
number smaller than 5. To avoid processing issues, all the columns used in the predicate
should be prefixed with &TABLE_ALIAS in the object instance set definition. Then, this
predicate can be added to the where clause.
SELECT *
FROM jtf_tasks_b
WHERE Owner_id = FND_GLOBAL.USER_ID
AND &TABLE_ALIAS.task_id < 5
Note: Referencing PARAMETERx values from the grants can also
parameterize the predicate.

Privileges (Functions)
A function is an action that can be performed on an object or object instance. It is the
smallest unit of secured product functionality. It can be granted to a user or user group
which means gives them permission to perform that function. Therefore, it can also be
referred as a permission or privilege from a user’s point of view.
There are two seeded security privileges currently used in the Task Manager:
• JTF_TASK_READ_ONLY (view only)
• JTF_TASK_FULL_ACCESS (update and delete)
Since these privileges are registered in the FND_FORM_FUNCTIONS and
FND_FORM_FUNCTIONS_TL tables and they are referenced in the actual code so
that they cannot be changed or extended.
In addition, privileges (functions) can be grouped into roles (menus) to reduce the
granting overhead.

Roles (Menus)
A menu is a grouping of functions. Menus are used as roles for data security. It is
required to group functions into related sets of menus necessary to perform a particular

Customizing Tasks Security 22-5

 data security role on an object instance. A good example is an "Administrator"
role, which might include many privileges required for a user with an administrator role
to access the data.
Currently, there are two roles registered in the FND_MENUS and FND_MENUS_TL
tables specifically for task security:
• JTF_TASK_READ_ONLY: This role contains one privilege, JTF_TASK_READ_ONLY.
• JTF_TASK_FULL_ACCESS: This role contains two privileges, JTF_TASK_READ_
ONLY and JTF_TASK_FULL_ACCESS.
The role privileges can be registered in the FND_MENU_ENTRIES and
FND_MENIU_ENTRIES_TL tables.
Note: Roles are user definable, the seeded roles only exist to ensure
backward compatibility.

Grants (Authorizations)
A grant is an authorization for the grantee (a user, or group of users) to perform
the specified security role on the specified object instance or object instance
set. Therefore, grants are what tie the whole thing together. A grant consists of the
following three components:
• Object: Any object instance or object instance set, for instance, all non-private tasks
(object: JTF_TASKS and object instance set: JTF_TASK_RESOURCE_TASKS)
• Grantee: Any user or user group, for instance, "JDOE" for John Doe
• Role (Menu): Any role, for instance, "JTF_TASK_FULL_ACCESS"
This grants the user, John Doe, the privilege to have full access to all non-private tasks.
In addition, all grants should be registered in table FND_GRANTS.
• Calendar Grants
Task Manager still supports the calendar grant functionality, which means that when
a user gives calendar access to another user, the access for tasks is also given. Since
Task Manager uptakes AOL data security model, task security can be further
customized. Granting calendar access to another user will still result in granting task
access to the user. However, the access to the tasks can be restricted by additional
data security implemented for tasks.
In the backend, the data that is being entered into FND_GRANTS table is not
compatible with the way the FND_APIs work. In order to solve the backward
compatibility issue, a new row for the task security is created while the same row for
calendar is still kept. Therefore, on every grant, there would be two rows created
(instead of one row). The same is true for every revoke. Two rows will be deleted.

Global Grants
To reduce the administration of grants, authorizations can be granted globally to the
following:
• The "Global" user or user group
• The "Global" object instance

22-6 Oracle Common Application Components Implementation Guide

 For example, any user will have full access to tasks where she or he is the owner or
assignee. The seeded global grant uses the following values and customer cannot
revoke this grant:
FND_GRANTS
GRANTEE_TYPE = "GLOBAL"
GRANTEE_KEY = "GLOBAL"
MENU_NAME = "JTF_TASK_FULL_ACCESS"
OBJECT_NAME = "JTF_TASKS"
INSTANCE_TYPE = "SET"
INSTANCE_SET_NAME = "JTF_TASK_USER_TASKS"
Another global grant example can be that any user can see any resource team:
FND_GRANTS
GRANTEE_TYPE = "GLOBAL"
GRANTEE_KEY = "GLOBAL"
MENU_NAME = "JTF_TASK_RESOURCE_ACCESS"
OBJECT_NAME = "JTF_RS_TEAMS"
INSTANCE_TYPE = "GLOBAL"

How Does this AOL Security Model Work?

With the leverage of AOL data security model, Task Manager adds the following two
security functions to the security model:
• Predicate: Adding a security predicate, the "where" clause, to an application query
limits the task instance access for users. The predicate can be considered as the
add-on new security rule to Tasks. To avoid processing issues, all the columns used
in the predicate should be prefixed with &TABLE_ALIAS in the object instance set
definition. As a result, a user will be only able to see certain task instances (such as
all tasks with task id less than 5) that she or he has any kind of privileges.
For example, add a predicate (where clause) to an existing query:
SELECT *
FROM jtf_tasks_b
WHERE Owner_id = FND_GLOBAL.USER_ID
AND &TABLE_ALIAS.task_id < 5

Note: In the new security model, a user can have access to an object
instance in many ways, such as access to an instance may be granted
to the user, to the user’s group(s) or to all users. Consequently the
predicate might return duplicate instances

• Check Function: This allows the system to check whether or not a particular user has
an appropriate access privileges (full or read only access) on a specific task instance.
With the two new functions added to Tasks, appropriate task instances are presented in
the following logic:
For example, for the standalone task screens:
1. Add predicate to the main query.
2. Check full access privilege for retrieved task instances.
3. Display task instance(s) as updatable or read-only.
4. Check corresponding privilege before accessing the detail page.

Customizing Tasks Security 22-7

New Security Model for Tasks in Forms and Oracle Applications Framework for Resource
Assignments
To support existing task AOL data security around the assignment of resources for Tasks
in Forms and Oracle Applications Framework, Task Manager enhances the existing AOL
security model by implementing Virtual Private Database (VPD) policy which allows
various applications to set product specific security rules on top of the task rules for the
resource list of values security access to meet their business needs.
Note: The resource list of values security access discussed here
is restricted to the assignee list of values with resource types of
employee, group, and team only.

Business Reason
For example, a service agent in Oracle Service Online needs to assign a service related
task with request type of network service only to the service representatives who can
handle the network issues. These limited resources can only access to certain types of
request based on security access privileges. With this enhanced security model, Service
Online can pass its own security functions to Tasks in Forms or in Oracle Applications
Framework to allow qualified resources to be retrieved from the resource (assignee) list
of values when assigning them to a service related task of certain types.
To better understand this new security model, the following topics are introduced:
• What is Virtual Private Database?, page 22-8
• How Does This VPD Model Work?, page 22-8

What is Virtual Private Database?

Virtual Private Database (VPD), also known as Fine Grained Access Control (FGAC) and
Row Level Security (RLS), can dynamically attach a predicate at run time to all queries
issued against a database object, such as a table or view.

How Does This VPD Model Work?

As mentioned earlier, the VPD policy is implemented based on existing AOL
security model. A security policy or predicate with the "where" clause added to an
application query is still be generated by the existing AOL data security infrastructure
which can provide backward compatibility and future customization method for
integrated applications. With the VPD policy added to the existing model, an
arbitrary "where" clause can be appended to a table, view, or synonym which further
restricts the rows or data availability. A security policy, a PL/SQL function such as
SELECT, INSERT, UPDATE, or DELETE bounded to a table or view, is used to return
the predicate added by VPD to a query. For example, the VPD data security can be
added to a resource table with SELECT function which returns a view or synonym
with limited rows (resources) being selected from the table with appropriate privileges
granted through AOL data security. Therefore, VPD policy or function is used to enforce
data security rules with more flexibility by adding another implementation of AOL
data security model.
Based on the concept of VPD policy, Task Manager develops a java interface for Tasks in
Oracle Applications Framework and parameters for Tasks in Forms to allow integrated
applications to pass their product specific security context such as security related
attribute sets or value pairs, privilege (view or synonym) names, or implementation
classes to the existing Tasks rules based on AOL security model.

22-8 Oracle Common Application Components Implementation Guide

 To react to the parameters passed by product specific security context, Task Manager
needs to perform the following tasks to support the product specific resource list of
values security:
• For Tasks in Oracle Applications Framework
First translate the class name into a class object, then instantiate the class using
TaskAssigneeSecurity interface, and then use the object methods to set the context
and get function name to build an LOV query before executing the query.
• For Tasks in Forms
Translate the privilege name (view or synonym) if it is not null to the LOV
query. Otherwise, the JTF Objects metadata will be used.

Business Process Change to Support New VPD Security Model

As a result, Task Manager changes the process flow of accessing resources of different
categories through the LOV queries as follows:
Process Change From the Process used in HTML Tasks
1. Select the object type, such as Employee (RS_EMPLOYEE) for assignee or owner type
2. Find related JTF Object
3. Create query from metadata
4. Find related FND Object if any
5. Generate a predicate for the FND Object and Task’s standard privilege (data security
function)
6. Add predicate to the query
7. Execute the query
Process Change To the New Model with VPD Policy for the Oracle Applications
Framework and the Forms based Tasks
There are two ways to retrieve resources from the list of values:
• Standard Resource Security in HTML Tasks, Forms, and Oracle Applications
Framework based Tasks
This is the usual business flow of selecting a resource.
1. Select a resource object type or category, such as RS_EMPLOYEE
2. Create a query by using the appropriate security view
3. Execute the query (database kernel runs policy function) for Tasks in Forms
and in Oracle Applications Framework
For HTML Tasks, first get the predicate, add the predicate to a query, and then
execute the query.
• Non-Standard (Product Specific) Resource Security in Task Forms and the Oracle
Applications Framework based Tasks
Compared to the standard resource security, this method requires one additional
step to support product specific resource security by using parameters to carry the
privilege name for Tasks in Forms or class name for Tasks in Oracle Applications
Framework. If the name is passed, Tasks will use it instead of default resource
privilege(s). The process of selecting a task resource is as follows:

Customizing Tasks Security 22-9

 1. Select a resource object type or category, such as RS_EMPLOYEE
2. If a privilege (view/synonym) or class name has been passed:
• Set provided view/synonym to the query for Tasks in Forms
• Instantiate the class and use the object methods to set the context and get
function name for Tasks in Oracle Applications Framework
3. Create a query by using the appropriate security view
4. Execute the query (database kernel runs policy function)
Note: The VPD security model currently is only implemented in
the resource list of values security access for Tasks in Forms and
Oracle Applications Framework, and it is not available in HTML
Tasks. See Customizing the Resource List of Values Security
for Tasks in Oracle Applications Framework and Forms, page
22-18 for more details.

Customizing Tasks Data Security

Based on the task security model, Task Manager allows task security rules to be further
customized in the following ways:
• Set the security profile option for the context sensitive tasks, page 22-10
• Customize list of values (LOV) security, page 22-12
• Grant manager-directs security access, page 22-23
Note: Be aware that the only security rule currently used in the
Forms-based Tasks is the resource list of values security. Security
rules for contextual tasks and manager-directs security are applied
to both HTML Tasks and the Oracle Applications Framework based
Tasks.

Setting the Security Prole Option

HTML Tasks and Tasks in Oracle Applications Framework use the Task Manager: Set
Context Data Security profile option to control task data security for the context sensitive
task instances, such as tasks attached to an opportunity or a lead. By using the profile
option, you can choose to turn the task security function on or off based on the following
profile values:
• If Full Access is selected (default value), then all the tasks related to the context
can be viewed, updated, and deleted.
This value turns the security OFF so as to support existing task security (backward
compatibility), which allows any users with access to related object instance to
update (full access) any task instance for that object.
• If Security Access is selected, then whether the task for that context can be updated
is based on the privileges granted to the user.
This value turns the security ON for all task instances within context and only allows
task accessible to the user with appropriate privileges.

22-10 Oracle Common Application Components Implementation Guide

 Task Security Access Example
Three tasks (T1, T2, and T3) are created for an opportunity. User 1 is the owner of the
task T1 and T2. Task T2 is also assigned to User 2. User 2 owns the Task T3.
Task Data Security Condition:
• Grant read only access on task T3 (task id = 120087) to User 1.
FND_GRANTS
GRANTEE_TYPE = "USER"
GRANTEE_KEY= "USER1"
MENU_NAME = "JTF_TASK_READ_ONLY"
OBJECT_NAME = "JTF_TASKS"
INSTANCE_TYPE = "INSTANCE"
INSTANCE_PK1_VALUE = "120087"

If Security Access is selected which turns the security function on, then the access
privileges are changed to:
• User 1 can have full access to task T1 and T2, but has read only access to T3.
• User 2 can have full access to task T2 and T3.
In the past, all users who have access to a business object can have full access to all
contextual tasks attached to that object. Therefore, both User 1 and User 2 can have full
access to all three tasks attached to that opportunity.
If Full Access is selected which turns the security function off, then the task access
privileges for User 1 and User 2 are changed to:
• Both User 1 and User 2 can have full access to Task T1, T2, and T3.
This is because if both users can access the opportunity business object, then they should
all be able to access all contextual tasks for that object.

How Does the Context Sensitive Task Screen Generate?

Since the profile option controls the security access for contextual tasks, before displaying
the task detail page, Task Manager will:
1. Check the profile value first to determine whether to display task instance(s) as
updatable or read-only; then
2. Check corresponding privilege to determine whether the logged-in user has any
particular privilege on the particular task instance before the user can access any
task detail page.

How to Set the Prole Option

Login with the System Administrator responsibility, and navigate to Profile > System to
access the Find System Profile Values window.
See Appendix A, Profiles Options, ERROR: linkend not in current document and
TARGET_BOOK_TITLE missing, for details on how these profile options can be set.

See Also
• Customizing List of Values Security Access, page 22-12
• Granting Manager-Directs Security Access, page 22-23
• Task Security Overview, page 22-1

Customizing Tasks Security 22-11

 • Troubleshooting Task Data Security, page 22-28

Customizing the List of Values Security Access

In addition to restricting task data access using the profile option for HTML Tasks and
Oracle Applications Framework based Tasks, Task Manager also allows you to build
security around the resource list of values (LOV) by using the concepts of the AOL data
security for HTML Tasks, and using the VPD security model for Tasks in Forms and
Oracle Applications Framework.
To further describe the resource LOV security rule for Tasks in different formats, this
section includes the following topics:
• Customizing the List of Values Security for HTML Tasks, page 22-12
• Customizing the List of Values Security for Tasks in Oracle Applications Framework
and Forms, page 22-18

Customizing the List of Values Security for HTML Tasks

Based on the existing AOL data security model, HTML Task Manager allows you to
customize security for the resource list of values by using the concepts of object instances
or object instance sets.
Note: The resource list of values can be resources of any category
(employee, party, partner, supplier contact, group, team, other, and to be
hired).

Note: In addition, resource LOV security functionality is based on

resources. Therefore, it applies to owner, assignee, and reference
(relate to) if it is defined based on resources. It does not apply to any
customer/contact LOV (such as organization, person, or relationships)
and reference other than resources (such as customer/contact and lead.)

Business Reason
For example, a sales manager is responsible for a special deal that only involves limited
resources. To make sure that relevant tasks created for that deal are only restricted to
certain people, the system administrator can create a specific set of resources and then
grant them to the sales manager. Thus, the manager will only see those resources shown
in the resource (owner or assignee) list of values when creating a task.
For the similar reason, another set of resources can be granted to sales representatives. As
a result, the sales representatives will not be able to see the resources granted to the sales
manager, and the manager will not see the resources granted to the representatives.
Before introducing necessary steps to customize resource LOV, it is important to
understand JTF object changes and other seeding strategy made in Task Manager to
support the LOV security.

JTF Object
In order to support the LOV data security, Task Manager modifies the JTF object
metadata form by adding two extra columns grouped in the Data Security Setup region

22-12 Oracle Common Application Components Implementation Guide

 of the LOV and Data Security tab. This establishes the link between JTF_OBJECTS for
existing LOV and FND_OBJECTS for all task data security objects.
Because in Tasks, on one hand, all LOVs are rendered using the common LOV
Renderer. The LOV Renderer uses JTF_OBJECTS as metadata repository providing input
to all needed data when generating the LOV in a query. This query may be defined at
design time or generated dynamically from JTF_OBJECTS. The LOVs addressed here
are all generated dynamically.
On the other hand, all data security objects are newly defined in the FND_OBJECTS.
In order to build connection between these two so that the existing LOV could have an
extra security build on top of it, Task Manager uses the Data Security Setup region in the
JTF object metadata form to establish the link.
To access the security set up region, log on with the CRM Administrator
responsibility, select the Task and Escalation Manager > Setup > Objects Meta-data.
There are two new fields in the LOV and Data Security tab:
• Object Name: It is the object name for a corresponding JTF_OBJECTS code and
serves as the foreign key to FND_OBJECTS. This field is not required and can be
empty (null).
• Predicate Alias: It adds security information to application query. It should only
be used to avoid ambiguity when LOV query contains more than one table joined
by data object primary key(s) values. For example, if two tables ("jtf_tasks_b"
and "jtf_tasks_tl") are used, then it must be entered with either "jtf_tasks_b" or
"jtf_tasks_tl". Otherwise Oracle DBMS will report ambiguous task_id reference at
the run time.
If this field is entered and the object name is not null, the value will be passed to an
internal API to add security to a generated query for the LOV. However, if the object
name is empty, then security predicate will not be added to the generated query.

Other Seeding Strategy

In addition to the JTF object change, HTML Task Manager also makes the following
changes in order to support the LOV security:

Creating Privilege (Function) and Role (Menu)

• JTF_TASK_RESOURCE_ACCESS privilege (registered in the FND_FORM_FUNCT
IONS table)
• JTF_TASK_RESOURCE_ACCESS role (registered in the FND_MENUS table) or
JTF_TASK_RESOURCE_ACCESS role (registered in the FND_MENU_ENTRIES
table)
Note: This security role (menu) JTF_TASK_RESOURCE_ACCESS
is replaced by CAC_TASK_RESOURCE_ACCESS for the resource
list of values security access used for Tasks in Forms and Oracle
Applications Framework.

Registering LOV Object Data

Task resource LOV security references the following business objects seeded into JTF
Objects:

Customizing Tasks Security 22-13

 Seeded Object Data
JTF Object Code FND Object Name

RS_EMPLOYEE JTF_RS_RESOURCE_EXTNS

RS_GROUP JTF_RS_GROUPS

RS_TEAM JTF_RS_TEAMS

RS_INDIVIDUAL JTF_RS_RESOURCE_EXTNS

RS_OTHER JTF_RS_RESOURCE_EXTNS

RS_PARTNER JTF_RS_RESOURCE_EXTNS

RS_PARTY JTF_RS_RESOURCE_EXTNS

RS_SUPPLIER_CONTACT JTF_RS_RESOURCE_EXTNS

RS_TBH JTF_RS_RESOURCE_EXTNS

Creating Global Grants

In order to provide backward compatibility, the following global grants are shipped:
• Any user can see any resource:
FND_GRANTS
GRANTEE_TYPE = "GLOBAL"
GRANTEE_KEY= "GLOBAL"
MENU_NAME = "JTF_TASK_RESOURCE_ACCESS"
OBJECT_NAME = "JTF_RS_RESOURCE_EXTNS"
INSTANCE_TYPE = "GLOBAL"

• Any user can see any resource group:

FND_GRANTS
GRANTEE_TYPE = "GLOBAL"
GRANTEE_KEY= "GLOBAL"
MENU_NAME = "JTF_TASK_RESOURCE_ACCESS"
OBJECT_NAME = "JTF_RS_GROUPS"
INSTANCE_TYPE = "GLOBAL"

• Any user can see any resource team:

FND_GRANTS
GRANTEE_TYPE = "GLOBAL"
GRANTEE_KEY= "GLOBAL"
MENU_NAME = "JTF_TASK_RESOURCE_ACCESS"
OBJECT_NAME = "JTF_RS_TEAMS"
INSTANCE_TYPE = "GLOBAL"

If a system administrator decides to set the LOV security, then she or he should first
disable corresponding global grant for the LOV data object by setting an end date to
the specific global grant.

22-14 Oracle Common Application Components Implementation Guide

Customizing Resource LOV
The resource LOV can be further customized if necessary before it is granted to resources
or resource groups. Therefore, it is necessary to understand when the customization
needs to be done, page 22-15 and how it can be done, page 22-15. In addition, how to
grant the LOV to a user, page 22-16 is also addressed here.

When to Customize the Resource LOV

The system administrator can grant an individual resource, all resources, or a specific set
of resources to another resource, group of resources, or all resources.

Grant An Individual Resource

For example, in the lowest security level and the most gradual one, a system
administrator can grant a single employee resource (resource number 1234) access to
the following grantee(s):
• A user "John Doe"
• All members of a resource group (group number 9876)
• All users

Grant All Resources

As opposite to the previous one, in the most global security level, the administrator
may grant all resources (global access) to another resource, all members of a resource
group, or all users.

Grant A Specic Set of Resources

When there is a need to grant a specific set of resources to a user, all members of a
resource group, or all users, the administrator can customize the resource LOV by using
object instance sets.

Dening Object Instance Sets

For example, a company wants to grant access of a specific set of resource to a user, all
members of a resource group, or all users.
This specific set of resources can be created by first registering a new parameterized
object instance set using the following data:
FND_OBJECT_INSTANCE_SETS
INSTANCE_SET_NAME = "X_JTF_RS_GROUP_MEMBERS"
DISPLAY_NAME = "Members of Resource Group"
DESCRIPTION = "Members of Resource Group"
OBJECT_NAME = "JTF_RS_RESOURCE_EXTNS"
PREDICATE =
"&TABLE_ALIAS.resource_id IN (SELECT resource_id FROM jtf_rs_group
_members WHERE TO_CHAR(group_id) = &GRANT_ALIAS.PARAMETER1)"

• Please note that &TABLE_ALIAS is added as column alias in order to avoid

problems with conflicting column names during runtime execution.
Note: Any new instance set must be designed very carefully. It must
be error free and should perform well. Because any error introduced
by the new set(s) can cause data corruption or erroneous behavior in
Task Manager.

Customizing Tasks Security 22-15

 Use the following steps to define object instance sets:

Prerequisites
An object must be in place.

Responsibility
FND Security Administration (Self Service Application)

Navigation
Objects

Steps
Tips: First locate the object that you want a new instance set created for, then enter
necessary information for the set.
1. Enter necessary search information in the Find Objects window to locate the
JTF_TASKS object. Search results should be listed after executing the search.
2. Click the object name hyperlink for which you want the new instance set to be
created from the search result to open the Find Object Instance Set window.
3. Existing instance sets for the selected object are also listed here. Click Create New
Instance.
4. Enter instance set detail information including instance set name, display
name, description and predicate.
5. Save your work.
Detailed information on how to define object instance sets, see Oracle Applications System
Administrator’s Guide.

Guidelines
Once the instance set is registered, it can be granted to another resource, group of
resources, or all resources. The system administrator needs to set resource group_id in
the grant PARAMETER1.

Granting the LOV to a User

Before adding new grants, it is necessary to first disable the existing grants or necessary
seeded global grants so that they will not interfere with the new grants.

Disabling Existing Grants

To temporarily disable the existing grants, the system administrator can set the end date
for the existing grants, instead of deleting them completely.

Prerequisites
None

Responsibility
FND Security Administration (Self Service Application)

Navigation
Grants

22-16 Oracle Common Application Components Implementation Guide

Steps
1. Search the existing grants that you want to disable by entering search criteria in the
Search Grants window.
2. Click Go to retrieve the grants that match your search criteria.
3. Select the grant that you want to disable from the search result.
4. Set an end date in the Context window and click Finish to disable the grant.
More information on how to disable existing grants, see Oracle Applications System
Administrator’s Guide.

Adding New Grants

Once the customized resource LOV (object instance set) is created and registered, it can
be granted to another resource, group of resources, or all resources.
Please note that the administrator can grant users or user groups (grantee) with different
levels of data access privileges. The access can be granted to function (menu) level
(such as "Administrator" role) or further down to the data level (such as the LOV data
level) depends on users or business needs.
Since the LOV access privilege controls the row level of data access, whenever there is a
need to create a new grant for LOV security access, use the data grant functionality to
add this grant.
For example, if group number 10000123 contains all resources defined for the LOV in
the object instance set, then the administrator can use data grant functionality to grant
the LOV access to user21. As a result, the user can see all members of resource group
10000123 while creating a task. The data grant information should be like:
FND_GRANTS
GRANTEE_TYPE = "USER"
GRANTEE_KEY= "USER21"
MENU_NAME = "JTF_TASK_RESOURCE_ACCESS"
OBJECT_NAME = "JTF_RS_RESOURCE_EXTNS"
INSTANCE_TYPE = "SET"
INSTANCE_SET_NAME = X_JTF_RS_GROUP_MEMBERS"
PARAMETER1 = "10000123"
Use the following steps to add a new grant:

Prerequisites
None

Responsibility
FND Security Administration (Self Service Application)

Navigation
Grants

Steps
1. Select Create Data Grant to add new grants to sales managers or sales
representatives.
2. In the Object window, select JTF_TASKS as the object name.
3. In the Grantee window, select an appropriate radio button.

Customizing Tasks Security 22-17

 4. In the Function Set window, specify a menu name, such as JTF_TASK_RESOURCE_
ACCESS.
5. In the Data Set window, select the A parameterized set of rows (Data Set) radio
button. Furthermore, specify the appropriate object instance set that you want to
grant to the grantee.
6. In the Data Set Details window, enter appropriate primary key values.
7. In the Context window, enter appropriate organization, responsibility and start date
information. Leave the End Data field blank.
8. Enter JTF_TASKS in the Program Name field.
9. Enter appropriate information in the Program Tag field.
10. Click Finish. Once it is done successfully, the confirmation page opens with the
message saying that the grant has been created.
More information on how to create data grants, see Oracle Applications System
Administrator’s Guide.

See Also
• Setting the Security Profile Option, page 22-10
• Granting Manager-Directs Security Access, page 22-23
• Task Security Overview, page 22-1
• Troubleshooting Task Data Security, page 22-28

Customizing the Resource List of Values Security for Tasks in Oracle

Applications Framework and Forms
The new enhancement of Task’s the resource list of values (LOV) security based on
VPD policy allows managing a row level security for a database object which makes it
possible for Tasks to further support product specific security rules. This VPD security
model for the resource LOV security access in Tasks Forms and the Oracle Applications
Framework based Tasks continues to:
• Use AOL Data Security model as the repository for data security definition and
the main tool for customization.
• Use existing JTF Objects for different applications to integrate with various common
application components. There are no changes to JTF Objects for VPD model.
Note: The resource list of value security access discussed here
is restricted to the assignee list of values with resource types of
employee, group, and team only.

Task Resource LOV Security Seeding Strategy

Instead of having multiple views per an object, Task Manager registers necessary data
into JTF Objects along with other seeded components.

JTF Objects
Task resource LOV security references the following business objects seeded into JTF
Objects:

22-18 Oracle Common Application Components Implementation Guide

 Seeded Object Data
JTF Object Code FND Object Name Referenced Object (Table/
View)

RS_EMPLOYEE JTF_RS_RESOURCE_EXTNS JTF_RS_EMP_DTLS_VL

RS_GROUP JTF_RS_GROUPS JTF_RS_GROUPS_VL

RS_INDIVIDUAL JTF_RS_RESOURCE_EXTNS JTF_RS_DTLS_VL

RS_OTHER JTF_RS_RESOURCE_EXTNS JTF_RS_RESOURCE_EXTNS

A, JTF_RS_SALESREPS B

RS_PARTNER JTF_RS_RESOURCE_EXTNS JTF_RS_PARTNER_DTLS_VL

RS_PARTY JTF_RS_RESOURCE_EXTNS JTF_RS_PARTY_DTLS_VL

RS_SUPPLIER_CONTACT JTF_RS_RESOURCE_EXTNS JTF_RS_SUPPLIER_DTLS_VL

RS_TBH JTF_RS_RESOURCE_EXTNS JTF_RS_RESOURCE_EXTNS

A, JTF_RS_SALESREPS B

RS_TEAM JTF_RS_TEAMS JTF_RS_TEAMS_VL

Other Seeding Data

Task Manager resource LOV security uses the following seeded data to allow one
function or view per an object:
• Security Privileges (Functions). These form functions are defined on existing
resource objects.
• CAC_TASK_RS_EXTNS_SEC for the object JTF_RS_RESOURCE_EXTNS
• CAC_TASK_RS_GROUPS_SEC for the object JTF_RS_GROUPS
• CAC_TASK_RS_TEAMS_SEC for the object JTF_RS_TEAMS
These new privileges are seeded in the FND_FORM_FUNCTIONS table.
• Security Role (Menu). These three new functions are added as menu entries to
the followings:
• Existing menu, JTF_TASK_RESOURCE_ACCESS, for backward
compatibility. This menu is deprecated for Tasks in Oracle Applications
Framework and Forms and is replaced by the new menu.
The existing privilege JTF_TASK_RESOURCE_ACCESS is used only in HTML
Tasks to support backward compatibility.
• New menu, CAC_TASK_RESORCE_ACCESS
This new menu is seeded in the FND_MENUS table or FND_MENU_ENTRIES
table.
• Security Views. Database views defined on top of existing resource tables:
• CAC_TASK_RS_EXTNS_SEC on top of table JTF_RS_RESOURCE_EXTNS
• CAC_TASK_RS_GROUPS_SEC on top of table JTF_RS_GROUPS
• CAC_TASK_RS_TEAMS_SEC on top of table JTF_RS_TEAMS
• VPD Policies. Common policy is attached to all secured views:

Customizing Tasks Security 22-19

 • CAC_TASK_RS_EXTNS_POL attached to the CAC_TASK_RS_EXTNS_SEC view
• CAC_TASK_RS_GROUPS_POL attached to the CAC_TASK_RS_GROUPS_SEC
view
• CAC_TASK_RS_TEAMS_POL attached to the CAC_TASK_RS_TEAMS_SEC
view

Impact on Existing HTML Tasks

Since Task Manager creates three new privileges (functions) and one
new role (menu), CAC_TASK_RESORCE_ACCESS, to replace existing
role, JTF_TASK_RESOURCE_ACCESS, for backward compatibility, future customization
in HTML Task security specifically for the resource list of values security, implementors
or system administrators need to use the following new resource privileges. The existing
task privilege JTF_TASK_RESOURCE_ACCESS will be depreciated.
• CAC_TASK_RS_EXTNS_SEC (for all individual resources)
• CAC_TASK_RS_GROUPS_SEC (for resource groups)
• CAC_TASK_RS_TEAMS_SEC (for resource teams)
All these new privileges are also added to the existing JTF_TASK_RESOURCE_ACCESS
role (menu), so that all existing grants will be automatically uptaken.
For integrated applications that have added task privileges to customized roles, the
administrator only need to add new privileges to these roles so that the security rules
can be automatically applied.

Uptake Instructions
Applications that want to uptake this resource LOV security should use the following
instructions based on the uptake methods:

Uptake with Standard Task Resource Security

The standard resource LOV security is applied automatically in Task Manager, so that
there is no any specific instruction for applications that will uptake tasks along with
the standard resource security.
Example of Building a Secured Resource Query
The task applications code will simply query data by using the secured view instead of
the base table. Predicate will be applied automatically by VPD policy.
String query = “SELECT b.group_id, l.group_name, l.group_desc “ +
"FROM cac_task_rs_groups_sec b, jtf_rs_groups_tl l “ +
“WHERE b.group_id = l.group_id AND l.language = userenv(‘LANG’);
”;

Uptake with Product Specic (Non-Standard) Resource Security

To incorporate enhanced the resource LOV security into your product, follow these
instructions:
1. Define a privilege, AOL Data Security function, name on each resource object you
want to secure for your product.

22-20 Oracle Common Application Components Implementation Guide

2. Define a view or synonym with the exactly same name, just a plain
definition: “SELECT * FROM <resource fnd object>”. This is done through XML
Definition File (XDF) technology.
Note: The XML Definition File (XDF), the next generation version of
the current Object Definition File (ODF) utility, is used to provide
support for capturing and altering the definitions for all schema
Object types used by Oracle Applications and to eventually replace
the ODF Utility.

3. Attach common AOL policy to the view. This is done through XDF technology.
4. Seed initial grants if any, such as global grants to support backward compatibility.
5. Pass product specific parameters to Task Manager for each privilege you want to
replace in Forms or pass a class implementation in Oracle Applications Framework.
For Product Specific Resource LOV Security in the Oracle Applications Framework
based Tasks
To support dynamic predicate binding into data security objects if passed by product
specific security context, Task Manager adds one additional parameter to the
TaskAssigneeSecurity interface to allow dynamic bindings of system context before the
secured object is queried:
cacTaskAssigneeSecurityImpl = “oracle.apps.myproduct.MyTaskAssign
eeSecurityImpl”;

However, if provided class does not exist or cannot be instantiated or executed by the
Tasks module, then a run-time exception will be generated.
Example of Query Secured Resources for Tasks in Oracle Applications Framework
1. Translate the class name into a class object
Class c = Class.forName(<value of parameter cacTaskAssigneeSecuri
tyImpl>);

2. Reflective instantiation with interface access

TaskAssigneeSecurity mySecurity = (TaskAssigneeSecurity) c.newIns
tance();

3. Set context if it is not null

mySecurity.setGroupContext();

4. Build an LOV query before executing it

String query = “SELECT b.group_id, l.group_name, l.group_desc ” +
“FROM “ + mySecurity.getGroupFuncName() + “ b, jtf_rs_groups_tl l
” +
“WHERE b.group_id = l.group_id AND l.language = userenv(‘LANG’)
;”;

Customizing Tasks Security 22-21

 For Resource LOV Security Access in Forms-Based Tasks
Applications that want to uptake this security should set the necessary context in the
parent form, such as Service Request Form, to implement the resource LOV security. If
the context is set, then the parent form will pass parameters (function names) to the
Task Manager form.
If a parameter value is not null, then the secured views are used to query
resources. Otherwise, the JTF Objects metadata will be used.
Note: When defining JTF Objects metadata in the metadata setup
window, implementors can select the "From Task" check box for a
specific source if tasks can be created, updated, and deleted using the
standalone Task Manager. If it is unchecked, then tasks can be queried
in read-only format from the Task Manager Forms. Any updates to the
tasks should be made from the parent applications.

Additionally, the following three parameters should be passed to Task Manager form:
• Employee Resource: TASK_ASG_LOV_EMP_SEC
• Group Resource: TASK_ASG_LOV_GROUP_SEC
• Team Resource: TASK_ASG_LOV_TEAM_SEC
Example of Query Resources Using Metadata in Forms
If (l_source_object_type_code = ’RS_GROUP’) then
l_task_asg_lov_group_sec := name_in(’parameter.task_asg_lov_gr
oup_sec’);
If (l_task_asg_lov_group_sec != null) then
l_sql_query := ’SELECT b.group_id, l.group_name, l.group_desc’|
|
’ FROM ’ || l_task_lov_group_sec || ’ b, jtf_rs_groups_t
l l ’ ||
’ WHERE b.group_id = l.group_id AND l.language = useren
v("LANG")’;
else
(Use JTF Objects metadata to query group resources;)
end if;
end if;
else if (l_source_object_type_code = ’RS_TEAM’) then
(Use JTF Objects metadata to query team resources;)
else if (l_source_object_type_code = ’RS_EMPLOYEE’) then
(Use JTF Objects metadata to query employee resources;)
end if;

Uptake Considerations
Task Manager recommends using of the standard resource privileges, not product
specific privileges, if you can when uptaking this security feature. Because standard
resource privileges, providing standard "one-place” data security setting in your
applications to secure tasks access, are seeded with Task Manager which requires no
further implementation step.
Applications can use product specific privileges to uptake this resource LOV security
only if there are product specific security requirements in place.

22-22 Oracle Common Application Components Implementation Guide

 Note: Be aware that the product specific privileges belong to the product
owner and should be developed, and maintained by the product
team, not by Task Manager.

Granting Manager-Directs Security Access

In order to support reporting hierarchy used in Sales or Support organizations, HTML
Tasks and Tasks in Oracle Applications Framework allow group managers who have
effective manager’s role to have appropriate privileges to access their direct’s tasks if
necessary permissions are granted to them. Sales managers, for example, can view
their direct’s tasks and be able to track possible sales related activities performed for
a particular week.
Before granting any security access privileges to managers, we should first understand:
• The Functionality of Manager-Directs Security Access, page 22-23
• Definition of Reporting Hierarchy (how the group is defined), page 22-25
• Seeding Strategy, page 22-26
• Other Limitations, page 22-26
• Customize the Manager-Directs Security Access, page 22-27

The Functionality of Manager-Directs Security Access

Task Manager uses the manager-direct security access functionality to grant group
managers an appropriate access privilege (read only or full access) to view or update
their resource group member’s non-private tasks.
Use the following example to understand how this functionality works in a resource
group hierarchy.
• For example, a resource group is lead by Helen Freeman who has three directs
reporting to her. These three directs are Jack William, Jeff Walsh, and Alex Brown
who plays the administrator in Helen’s group. Jeff Walsh who reports to Helen has
three group members directly reporting to him. They are Pat Smith, Jim Breen, and
Frank Nelson who plays the administrator role.

Customizing Tasks Security 22-23

 The Helen Freeman’s Group Hierarchy

After this resource group is organized, the hierarchical data will be denormalized and
populated in the table JTF_RS_REP_MANAGERS as follows:

22-24 Oracle Common Application Components Implementation Guide

 Group Denorm Data in the JTF_RS_REP_MANAGERS TABLE
Member Name Associated Hierarchy Type Parent Resource Denormal-
Group Name ization Levels

Alex Brown HF’s group ADMIN_TO_ Alex Brown 0

ADMIN

Jeff Walsh HF’s group MGR_TO_MGR Helen Freeman 1

Jeff Walsh JW’s group MGR_TO_MGR Helen Freeman 1

Jim Breen JW’s group MGR_TO_REP Helen Freeman 1

Frank Nelson JW’s group MGR_TO_ADM Helen Freeman 1

Pat Smith JW’s group MGR_TO_REP Helen Freeman 1

Alex Brown HF’s group MGR_TO_ADM Helen Freeman 0

IN

Helen Freeman HF’s group MGR_TO_MGR Helen Freeman 0

Jack William HF’s group MGR_TO_REP Helen Freeman 0

Jeff Walsh HF’s group MGR_TO_REP Helen Freeman 0

Pat Smith JW’s group REP_TO_REP Pat Smith 0

Jim Breen JW’s group REP_TO_REP Jim Breen 0

Jack William HF’s group REP_TO_REP Jack William 0

Frank Nelson JW’s group ADM_TO_ADM Frank Nelson 0

Pat Smith JW’s group MGR_TO_REP Jeff Walsh 0

Frank Nelson JW’s group MGR_TO_ADM Jeff Walsh 0

Jim Breen JW’s group MGR_TO_REP Jeff Walsh 0

Jeff Walsh JW’s group MGR_TO_MGR Jeff Walsh 0

Jeff Walsh HF’s group REP_TO_REP Jeff Walsh 0

Note: In addition to the columns in the JTF_RS_REP_MANAGERS

table, the following columns must be considered:
• START_DATE_ACTIVE
• END_DATE_ACTIVE

After understanding the functionality of the manager-directs access and how it

works, the definition of a reporting hierarchy should be further identified.

Denition of Reporting Hierarchy

The definition of manager-subordinate hierarchy used for granting security access is
based on the resource Group Hierarchy defined in Resource Manager. It is not based on
the Human Resource (HR) reporting structure defined in the HR system.

Customizing Tasks Security 22-25

Group Hierarchy in Resource Manager
While defining resource group hierarchy in Resource Manager, each resource will
perform certain roles in a resource group. For example, a sales group can be organized
by a few sales representatives and a sales manager. The sales representative and sales
manager are the roles that are associated with each resource in that group.
In order to determine the reporting hierarchy in a group, each role is also associated
to a specific role attribute. When a role is assigned to a resource, a role attribute is
also given to that resource simultaneously. A sales representative role is associated
with a member role attribute, and a sales manager role is linked to a manager role
attribute. Therefore, group members with sales representative roles could report to the
group member with sales manager role in the sales resource group mentioned earlier.
Each resource group can be formed for a specific period of time, so as to the group
member’s roles. Therefore, when an end date (END_DATE_ACTIVE) is specified for a
resource group or for any resource role of the group members, that group or a specific
role can be terminated.
For more information, see Resource Manager chapter in the Oracle Common Application
Components Implementation Guide.

Highlights of Group Hierarchy For the Manager-Directs Security Access

Since the manager-directs security grant functionality is based on the group hierarchy
defined in Resource Manager, not HR hierarchy, it is possible to have multiple managers
in one resource group, and these managers will all be granted with security access
to view or update their direct’s tasks for HTML Tasks and the Oracle Applications
Framework based Tasks.
In addition, as resource groups and roles can be terminated, only the managers who have
effective manager’s roles can be granted with security access to their direct subordinate’s
tasks. This grant only works if the managers belong to an effective resource group. If
one of the manager’s subordinates left the group, or the role has been terminated, then
the manager will not be able to see the subordinate’s tasks even if the manager has
full access privilege.
Note: Although full access is granted to a group manager, that manager
still cannot see his or her direct’s private tasks.

Seeding Strategy
A new object instance set JTF_TASK_MANAGER_SECURITY is seeded in Tasks to
support the manager-directs security grant functionality.

Other Limitations
Task Manager supports the manager-directs security grants, however, there are some
restrictions for performance reasons and avoiding complexity.

Only Support "Manager" and "Member" Role Attributes

Resource Manager uses four role attributes (manager, admin, lead, and member) to
associate a resource role while defining a resource role. However, this functionality only
supports the Manager and Member role attributes.

22-26 Oracle Common Application Components Implementation Guide

Only Support One Level of Group Hierarchy

Resource Group Hierarchy

A group might have parent groups and child groups. However, Task Manager only
supports one level of group hierarchy for the manager-directs security access. This
means that a manager can only be granted with access of his subordinate’s tasks of one
level below him. It does not include any multiple levels beneath. In other words, this
grant only limits to one group. It does not extend to its parent or child groups.

Only Implemented in HTML Tasks and Oracle Applications Framework based Tasks
This functionality only applies to HTML Tasks and the Oracle Applications Framework
based Tasks. It is not implemented in the Forms-based Tasks.

Customizing Manager-Directs Security Access

Use the following steps to grant security access to group managers:
• Defining Resource Group Hierarchy, page 22-27
• Granting Security Access to Relevant Resources, page 22-28

Dening Resource Group Hierarchy

Use Oracle Resource Manager to define resource group hierarchy.
Note: After defining appropriate groups, the group hierarchical data is
denormalized and populated in the table JTF_RS_REP_MANAGERS.

Detailed information on how to define employee resources, group resources, and

assigning appropriate group member roles to each group member, see Resource
Manager chapter,Oracle Common Application Components Implementation Guide.

Customizing Tasks Security 22-27

Granting Security Access to Relevant Resources
Once the appropriate group hierarchy is identified, system administrator can grant the
seeded object instance set JTF_TASK_MANAGER_SECURITY with read only or full
access to appropriate group managers.
Use the following steps to add a new grant to resource group managers:

Prerequisites
None

Responsibility
FND Security Administration (Self Service Application)

Navigation
Grants

Steps
1. Select Create Data Grant to add new grants to sales managers or sales
representatives.
2. In the Object window, select JTF_TASKS as the object name.
3. In the Grantee window, select an appropriate radio button.
4. In the Function Set window, specify a menu name (JTF_TASK_READ_ONLY or
JTF_TASK_FULL_ACCESS) for either read only or full access.
5. In the Data Set window, select the A parameterized set of rows (Data
Set) radio button. Furthermore, specify the seeded object instance set
JTF_TASK_MANAGER_SECURITY.
6. In the Context window, enter appropriate organization, responsibility and start date
information. Leave the End Data field blank.
7. Enter JTF_TASKS in the Program Name field.
8. Enter appropriate information in the Program Tag field.
9. Click Finish. Once it is done successfully, the confirmation page opens with the
message saying that the grant has been created.
More information on how to create data grants, see Oracle Applications System
Administrator’s Guide.

See Also
• Setting the Security Profile Option, page 22-10
• Customizing List of Values Security Access, page 22-12
• HTML Task Security Overview, page 22-1
• Troubleshooting HTML Task Data Security, page 22-28

Troubleshooting Task Data Security

System administrator must perform the following steps in order for task owners to
have full access to the tasks that they just created. Otherwise, they will have read only
access to these tasks.

22-28 Oracle Common Application Components Implementation Guide

 1. Use Adadmin to compile menus
2. Bounce the middle tier after compiling menus

See Also
• Task Security Overview, page 22-1
• Customizing Tasks Data Security, page 22-10

Customizing Tasks Security 22-29

 23
Troubleshooting Task Manager

This chapter covers the following topics:

• Common Implementation Errors
• Answers to Frequently Asked Questions (FAQs)

Common Implementation Errors

Task Search On Name Does Not Return Results

If the Quick Find or the personalized search on task names does not return results, then
rebuild the Intermedia index.
This can be done one of three ways.
• Manually rebuilding the Intermedia index using the alter index command.
• Starting the ctxsrv server daemon for background DML processing. For more
information, consult the Oracle8i interMedia Text Reference.
• Run the Task Manager concurrent program, Rebuilding Intermedia Index for Task
Names.

UOM is Invalid or Disabled

If you experience this problem, perform the following:
1. The Time Unit of Measure class must be defined in the Inventory module. For
this Time Unit of Measure class, define the Unit of Measure codes (such as
Hours, Minutes, etc.)
For details on defining the Unit of Measure class, refer to theInventory Users Guide.
2. The profile "Time Unit Of Measure Class" must be set to Time Unit of Measure
class defined in the inventory module.

Answers to Frequently Asked Questions (FAQs)

The following are frequently asked questions. Answers to these questions may help you
in troubleshooting problems with Task Manager.

Troubleshooting Task Manager 23-1

How Do You Map Task Types, Priorities, and References?
You can map task types, task priorities, and references to any source using the Object
Mapping window. In both the HTML and the Forms-based Task Manager, priorities and
date types that are mapped to a source and those that are not mapped to any source
appear in the corresponding LOV, in the Forms-based version, or in the drop-down
list in the HTML version. For references, only mapped types, priorities, and date
types appear in the HTML user interface (UI). For information on how to map task
types, priorities, and references, see the following sections:
• Defining Task Priorities, page 20-12
• Defining Task Types, page 20-1
• Defining Task Date Types, page 20-13
• Defining Task and Notes Reference Mapping, page 20-14

What is the Difference Between Task Types and Task Categories?

Task types are fixed for a given user. However, you can define and maintain personal
categories for use in the HTML Task Manager during task creation.

Can You Close a Parent Service Request When the Task is Still Open?
The Restrict Closure flag on the task tab determines whether or not to allow the closure
of a parent service request, when the task is open. If this check box is selected and the
task status is open, meaning the status does not have the Closed flag checked, then the
parent service request (SR) cannot be closed. Any task status without the Closed flag
turned on is considered Open.

23-2 Oracle Common Application Components Implementation Guide

 24
Calendar Implementation Overview

This chapter covers the following topics:

• Overview
• HTML Calendar Overview
• Forms-based Calendar Overview

Overview
The Calendar module contains two distinct functionalities. It can be used with other
applications to help organizations in scheduling resources, or it can be used to help
individual or group resources in managing daily activities and appointments. With
these two different functionalities, implementing Calendar involves two separate setup
procedures.
When Calendar is used for organizations in scheduling resources and assigning work
shifts, the implementor or system administrator must define an appropriate calendar
used for scheduling, define resource availability as work shifts, define resource
unavailability as exceptions, assigning shifts and exceptions to a calendar, and then
assigning resources to that calendar.
If Calendar is used to help individual or group resources in managing daily activities
for personal or group calendars, then the implementor or system administrator must
first integrate the Calendar module by adding the Calendar tab to an appropriate
responsibility, create a calendar administrator who is responsible for new group
calendar request approvals, create calendar general users, change calendar administrator
if necessary, implement calendar events so that calendar events, such as marketing
campaigns, can be displayed in the personal calendar in addition to appointments and
tasks, set necessary profile options, and start workflow processes.
Therefore, before implementing Calendar, it is necessary to understand which
functionality of Calendar in particular will be used in your organization. It can be
distinguished by the Forms-based Calendar and HTML Calendar.

Forms-based and HTML Versions of Calendar

Calendar was initially a Forms-based application and used mainly for resource
scheduling and work shift assignment. This includes defining and viewing available
and unavailable times for an employee resource, as well as creating personal to-dos
using Calendar Datebook functionality.

Calendar Implementation Overview 24-1

 With the expansion of Calendar functionality, the Calendar module includes an HTML
version. But the functionality of the HTML version is different from the Forms-based
Calendar. The HTML Calendar is used as a personal productivity tool to help
individual or group resources in managing their daily activities and appointments. This
includes creating appointments or tasks for an individual resource, a group or public
calendar, inviting attendees for the appointments, and viewing scheduled appointments
through calendar daily, weekly, monthly, combination, and yearly views.
Note: With recent expansion, Calendar developed for Oracle Common
Applications Calendar adopts Oracle Applications Self–Service
Framework, the standard HTML development and deployment platform
for Oracle Self–Service Applications, to provide another HTML version
of essential calendar screens for integrated applications to uptake
these features while re-building their functions. Calendar in Oracle
Applications Framework is not fully compatible with HTML Calendar
user interface. For basic implementation tasks, see Implementing
the Oracle Applications Framework Based Calendar chapter. For
detailed information implementation and use features of the integrated
applications, please consult product specific documentation.

As each version of the Calendar module contains different functionalities, the setup steps
for each version require separate implementation procedures.
This chapter provides an overview of both the HTML and Forms-based Calendar
implementation processes.

HTML Calendar Overview

Think of using the HTML Calendar as a personal productivity tool. Individual resources
can use it to define and view personal daily activities and appointments. Users can create
appointments, tasks or other calendar events, invite attendees for the appointment, and
view scheduled activities through different calendar views.
In addition, the HTML Calendar provides an effective mechanism for users to
manage group activities by using group or public calendars. Calendar users can
request new group or public calendars and get request approvals from the Calendar
Administrator. Once the request has been approved, the requestor of the new group
calendar becomes the group calendar owner or Group Calendar Administrator of that
group calendar and is responsible for any future approvals of that group calendar
subscription requests.
To implement HTML Calendar, implementors can embed the Calendar tab into
an existing Oracle E-Business Suite module if necessary. The implementor or
system administrator must then create a Calendar Administrator. The Calendar
Administrator, typically a workflow administrator or system administrator, creates
individual calendar users later and is responsible for approving or rejecting new group
and public calendar requests as well as starting and stopping required workflow
processes.

Setup Dependencies
To be able to use the full functionality of HTML Calendar, the following components
must be set up properly:

24-2 Oracle Common Application Components Implementation Guide

 • HTML Task Manager. Use HTML Task Manager to schedule appointments and
tasks, and to create repeating appointments for meetings.
• HTML Resource Manager. Use HTML Resource Manager to retrieve individual
resources for an appointment.
• Oracle Workflow. Use Oracle Workflow to send workflow notifications for
processing new group calendar requests and subscription requests to existing group
calendars.
• HTML Tech Stack. Use HTML Tech Stack to display the HTML functionality.
HTML Calendar also uses Accounts Receivable profile options to set the default client
and server time zones for a user.

HTML Calendar Implementation Steps

This section provides an overview of the following required steps for implementing
HTML Calendar. Detailed instructions for these steps are contained in the subsequent
chapters.
• Adding a Calendar Tab to a Responsibility, page 24-3
• Creating a Calendar Administrator, page 24-3
• Creating a Calendar User, page 24-4
• Changing a Calendar Administrator, page 24-4
• Implementing Calendar Events, page 24-4
• Integrating with Web Mail, page 24-4
• Setting Profile Options, page 24-4
• Starting Workflow Processes, page 24-5
• Running Concurrent Programs, page 24-5
• Publishing Business Events for Appointments, page 24-5

Adding a Calendar Tab to a Responsibility

If the application that you want to integrate with HTML Calendar already has a profile
menu, then the implementor or system administrator can add calendar profile node "JTF
HTML Calendar Profile Preferences" to their profile main menu, JTF HTML Calendar
Main Menu. As a result, the Calendar tab will appear in the application user interface.

Creating a Calendar Administrator

After integrating HTML Calendar into your applications, the implementor or
system administrator must identify one employee resource to become the Calendar
Administrator. The Calendar Administrator has the privilege to grant approval or
rejection to all new group and public calendar requests through workflow notifications.
Creating a Calendar Administrator involves several steps. This includes
assigning appropriate responsibilities to the user who becomes the Calendar
Administrator, associating the user with the "JTF HTML Calendar: Administrator"
profile option, and assigning additional profile options to the user if the standalone
HTML Calendar is used.

Calendar Implementation Overview 24-3

Creating a Calendar User
Every employee resource with appropriate responsibilities can use the HTML Calendar
functionality to create appointments, view personal calendars, request new group or
public calendars, and subscribe to an existing group calendar. Therefore, make sure
that all employees exist in the Resource Manager and the resources are linked to the
application login user names (FND_User). Otherwise, they need to be imported from
Oracle Human Resource Management System (HRMS) into Resource Manager.
To create a Calendar user, the implementor, system administrator, or Calendar
Administrator needs to grant appropriate responsibilities to the employee resource. In
addition, if the standalone HTML Calendar is used, then the general user also needs
to be associated with two profile options.
The Calendar Administrator also has the same responsibilities as a general user
does, but with an additional System Administrator responsibility assigned to him. In
addition, the Administrator needs to be tied to the JTF HTML Calendar: Administrator
profile option in order to have the privilege to grant approval for new group or public
calendar requests.

Changing a Calendar Administrator

Since the HTML Calendar allows only one Calendar Administrator in the system to be
responsible for any new group or public calendar requests, in the case of the absence
of the Calendar Administrator or other considerations, the Calendar Administrator or
whoever has the JTF_CALENDAR_ADMIN role can perform the update by changing
the name.
After the update, the JTF_CALENDAR_ADMIN role is automatically assigned
to the new Calendar Administrator, and is revoked from the old Calendar
Administrator. Therefore, the new Calendar Administrator will receive all the new
group calendar requests through workflow notifications.

Implementing Calendar Events

If an integrated application wants to display calendar events, such as marketing
campaigns, in the personal calendars in addition to scheduled appointments and
tasks, then the implementor or system administrator must perform required setup steps
to implement this functionality. Calendar users who belong to resource groups to which
the event is published must also set up their calendar personal preferences to be able to
see the calendar events in their personal calendars.

Integrating with Web Mail

To invoke web mail compose window through an integrated Web Mail, such as Oracle
Collaboration Suite, from the calendar Availability view, system administrators must
set up profile options to enable web mail, specify correct server URL, and perform
additional implementation steps to launch webmails successfully.

Setting Prole Option

The implementor or system administrator must set required profile options for HTML
Calendar, such as set the default time zone for end users, grant the calendar administrator
group calendar request approval privilege, enable web mail, and specify web mail server
URL. Some profile options enable HTML Calendar used as a standalone module.

24-4 Oracle Common Application Components Implementation Guide

Starting Workow Processes
The implementor or system administrator must start the following two workflow
processes in order to have the HTML Calendar work properly:
• JTF Calendar Workflows. Use JTF Calendar Workflow to track and route requests to
the Calendar Administrator for new group and public calendar approvals and to
Group Calendar Administrators (the owners of the group calendars) for subscription
approvals.
• JTF Task Reminder. Use JTF Task Reminder to pick up appointment reminders
for scheduled appointments.

Running the Concurrent Program

In order to retrieve new and updated appointments from quick find search, the system
administrator must run the Rebuilding Intermedia Index for Task Names concurrent
program periodically.

Publishing Business Events for Appointments

The Calendar module publishes business events for appointments such as
creating, updating, and deleting an appointment, adding and removing an invitee, and
responding to an invitation when the following conditions occur from APIs, application
user interfaces (UIs) in HTML or the Oracle Applications Framework based modules:
• An appointment is created, updated, and deleted
• An invitee is added to or removed from an appointment
• An invitee accepted or rejected an appointment
Applications that contain data directly affected by these events can subscribe to them
and synchronize or modify their data accordingly.

Forms-based Calendar Overview

Use the Forms-based Calendar to enter shifts and exceptions in order to define resource
availability and unavailability, as well as to create personal To-Do List and view
scheduled activities using Calendar Datebook functionality.
The resource work shift information defined here will be displayed as yellow background
in the Gantt chart while using Assignment Manager for resource selection. Telesales
applications use the Calendar Datebook functionality to view a resource’s availability
and assigned tasks.
To implement the Forms-based Calendar, implementors need to define a corporate
calendar specifically used for resource scheduling, define resource availability as work
shifts, define resource unavailability as exceptions, assigning shifts and exceptions to a
calendar, and then assigning resources to that calendar.

Setup Dependencies
To be able to use the full functionality of the Forms-based Calendar, the following
components must be set up properly:
• Task Manager (Forms). Use Forms-based Task Manager to create personal Todo List
(tasks) and to have tasks displayed in different calendar views. The functionalities of
Todo List and calendar views reside in the Calendar Datebook and can be accessed
through the Telesales application.

Calendar Implementation Overview 24-5

 • Resource Manager. Use Resource Manager to retrieve a specific resource for
different calendar views.

Forms-based Calendar Implementation Steps

This section provides an overview of the following required steps for implementing
the Forms-based Calendar. Detailed instructions for these steps are contained in the
subsequent chapters.
• Defining a Calendar, page 24-6
• Defining Availability (Shifts), page 24-6
• Defining Unavailability (Exceptions), page 24-6
• Assigning a Shift to a Calendar, page 24-6
• Assigning an Exception to a Calendar, page 24-6
• Assigning a Resource to a Calendar, page 24-6

Dening a Calendar
To be able to show resource work shift information, the implementor or system
administrator must first define a calendar with start and end date information. Once
the shifts and exceptions are specified, they can be associated with the calendar used
specifically for resource scheduling.

Dening Availability (Shifts)

After defining a calendar, the implementor or system administrator needs to define work
shift information indicating the beginning and ending time for a specific day within a
week. Examples of a shift can be that a service engineer works from 7:00 a.m. to 4:00
p.m. on Monday, or from 8:00 a.m. to 3:00 p.m. from Tuesday through Friday.
Multiple shifts can be combined into a shift pattern for a longer period of time, such as
from January 01, 2003 to May 31, 2003. After identifying shift information, implementors
can then associate it with a specific calendar.

Dening Unavailability (Exceptions)

In addition to the available work hours, the Forms-based Calendar also allows
implementors to schedule unavailable days as exceptions to regular working shifts. This
exception information will then be associated with a specific calendar.

Assigning a Shift to a Calendar

After defining work shifts, the implementor or system administrator must assign them
to a calendar. To assign them to a calendar, query up the calendar specifically used for
scheduling resource, and then enter shift information.

Assigning an Exception to a Calendar

Use the same calendar that has work shift information to assign previously defined
exceptions. As a result, this calendar will have both available and unavailable work
information for a period of time.

Assigning Resources to a Calendar

After associating work shift and exception information to a calendar, the implementor
can assign resources to it. In order to show the resource work shift information as

24-6 Oracle Common Application Components Implementation Guide

yellow background in the Gantt chart while using the Assignment Manager for resource
selection, implementor or system administrator must indicate this calendar is the
resource’s Primary Calendar.
Resources of any categories defined in Resource Manager can be assigned to a calendar.

Calendar Implementation Overview 24-7

 25
Implementing the HTML Calendar

This chapter covers the following topics:

• Adding a Calendar tab to a Responsibility
• Creating a Calendar Administrator
• Creating a Calendar User
• Changing a Calendar Administrator
• Implementing Calendar Events
• Integrating with Web Mail
• Setting Profile Options
• Starting Workflow Processes
• Running Concurrent Program
• Publishing Business Events for Appointments

Adding a Calendar tab to a Responsibility

HTML Calendar can be integrated with an existing application within Oracle E-Business
Suite. After integration, a Calendar tab appears in the application user interfaces (UI).
If the application already has a profile menu, then the implementor or system
administrator can add calendar profile node "JTF HTML Calendar Profile Preferences" to
the application’s profile main menu, JTF HTML Calendar Main Menu.
Perform the following steps in Forms to embed Calendar into an existing Oracle
application.

Prerequisites
None

Responsibility
System Administrator

Navigation
Query up your root menu structure.

Implementing the HTML Calendar 25-1

Steps
1. Attach menu JTF HTML Calendar Main Menu to your Main node along with
profiles node.
2. Add JTF HTML Calendar Profile Preferences for the preferences structure.
3. Bounce the server to view your changes.
The Calendar module is embedded and the tab is added to your user interface in the
location you specified.

See Also
• Setting Profile Options, page 25-8
• Starting Workflow Processes, page 25-11
• Creating a Calendar Administrator, page 25-2
• Creating a Calendar User, page 25-4
• Changing a Calendar Administrator, page 25-5
• Running the Concurrent Program, page 25-12

Creating a Calendar Administrator

The Calendar Administrator, typically the system administrator or workflow
administrator, has the privilege to grant approval or rejection to new group and public
calendar requests. When new group or public calendar requests generated, the Calendar
Administrator will receive workflow notifications for approval. Therefore, the user
who will become the Calendar Administrator must exist in Oracle Human Resource
Management System (HRMS) as an employee resource.
Use the following procedures to create a Calendar Administrator:
1. Assigning Appropriate Responsibilities:
After identifying an employee resource to become a Calendar Administrator,
implementors or system administrators must assign appropriate responsibilities to
the employee. In order to receive notifications and create calendar general users, the
Calendar Administrator must have the following responsibilities:
• System Administrator. Use this responsibility to grant the HTML Calendar access
responsibilities to calendar general users.
• CRM Application Foundation User. Use this responsibility to access the HTML
Calendar and HTML Resource Manager modules.
Optionally, use the JTF HTML Calendar User responsibility if you are only to access
the HTML Calendar module.
• Workflow User Web Applications. Use this responsibility to verify workflow
processes, and to view workflow notifications. If it is configured correctly, you can
view these notifications from your personal homepage.
• Preferences (Oracle Self-Service Web Applications). Use this responsibility to define
user preferences, for example, send or do not send e-mail notifications. To receive
workflow notifications, select General Preferences and change the value in the
“Send me electronic mail notifications” field to “Do not send me mail”. This tells

25-2 Oracle Common Application Components Implementation Guide

 the system not to send you e-mail notifications, but instead to send them to your
notifications page.
• Associating the Calendar Administrator with Appropriate Profile Options
After creating the Calendar Administrator, implementors must set "JTF HTML
Calendar: Administrator" profile option to the person who will be the Calendar
Administrator. This grants the profile option to the Calendar Administrator, so that she
or he can grant approval for new group and public calendar requests.
Additionally, if the standalone HTML Calendar module is used as default application
and responsibility after signing on, then the following profile options also need to be
assigned to the Calendar Administrator:
• JTF_PROFILE_DEFAULT_RESPONSIBILITY (22946)
• JTF_PROFILE_DEFAULT_APPLICATION (690)
Perform the following steps in Forms to create a Calendar Administrator.

Prerequisites
The user must exist in Oracle HRMS as an employee resource.

Responsibility
System Administrator

Navigation
Navigate to Security > User > Define.

Steps
1. In the Users window, enter a user name for the Administrator.
2. Select the name for the Administrator in the person field.
3. Enter a password, then re-enter it again for confirmation.
4. Add appropriate responsibilities to the user and save your work.
5. Associate the Calendar Administrator with the "JTF HTML Calendar: Administrator"
profile option:
1. Navigate to Profile > System to open the Find System Profiles Values window.
2. Associate the profile option "JTF HTML Calendar: Administrator" to the user
who will be the Calendar Administrator. Save your work.
6. (Optional) If using HTML Calendar as a standalone module, then you must associate
the Calendar Administrator with following additional profile options:
1. JTF_PROFILE_DEFAULT_RESPONSIBILITY: Enter 22946 to set the default
responsibility when using calendar as a standalone application.
2. JTF_PROFILE_DEFAULT_APPLICATION: Enter 690 to set the default
application when using calendar as a standalone application.
3. Save your work.

Implementing the HTML Calendar 25-3

See Also
• Setting Profile Options, page 25-8
• Starting Workflow Processes, page 25-11
• Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar User, page 25-4
• Changing a Calendar Administrator, page 25-5
• Running the Concurrent Program, page 25-12

Creating a Calendar User

Every employee resource with appropriate responsibilities can use the HTML Calendar
functionality to create appointments, view personal calendars, request new group
or public calendars, and subscribe to an existing group calendar. Make sure that all
employees exist in the Resource Manager and the resources are linked to the application
login user names (FND_User). Otherwise, they need to be imported from Oracle Human
Resource Management System (HRMS) into Resource Manager.
To create a Calendar user, the implementor, system administrator, or Calendar
Administrator needs to grant the following responsibilities to the employee resource:
• CRM Application Foundation User. Use this responsibility to access the HTML
Calendar and HTML Resource Manager modules.
Optionally, use the JTF HTML Calendar User responsibility if it is to access the
HTML Calendar only.
• Workflow User Web Applications. Use this responsibility to verify workflow
processes, and to view workflow notifications regarding new group or public
calendar requests, as well as existing group calendar subscription requests.
• Preferences (Oracle Self-Service Web Applications). Use this responsibility to define
user preferences, for example, send or do not send e-mail notifications. To receive
workflow notifications, select General Preferences and change the value in the
“Send me electronic mail notifications” field to “Do not send me mail”. This tells
the system not to send you e-mail notifications, but instead to send them to your
notifications page.
Note: The Calendar Administrator also has the same responsibilities
as a general user does, but with an additional System Administrator
responsibility assigned to him. In addition, the Administrator needs
to be tied to the JTF HTML Calendar: Administrator profile option
in order to have the privilege to grant approval for new group or
public calendar requests.

In addition, if the standalone HTML Calendar is used as default application and

responsibility after signing on, then the following profile options also need to be
assigned to the user:
• JTF_PROFILE_DEFAULT_RESPONSIBILITY (22946)
• JTF_PROFILE_DEFAULT_APPLICATION (690)
Perform the following steps in Forms to create a calendar user.

25-4 Oracle Common Application Components Implementation Guide

Prerequisites
The user must exist in Oracle HRMS as an employee resource.

Responsibility
System Administrator

Navigation
Navigate to Security > User > Define.

Steps
1. In the Users window, enter a user name.
2. Select the name in the Person field.
3. Enter a password, then re-enter it again for confirmation.
4. Add appropriate responsibilities to the employee resource.
5. Choose File > Save to save your changes. Close the window.
6. (Optional) If using Calendar as a standalone module, then you must associate the
Calendar User with following profile options:
1. Navigate to Profile > System to open the Find System Profiles Values window.
2. JTF_PROFILE_DEFAULT_RESPONSIBILITY: Enter 22946 to set the default
responsibility when using calendar as a stand-alone application.
3. JTF_PROFILE_DEFAULT_APPLICATION: Enter 690 to set the default
application when using calendar as a standalone application.
4. Click File > Save.

See Also
• Setting Profile Options, page 25-8
• Starting Workflow Processes, page 25-11
• Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar Administrator, page 25-2
• Changing a Calendar Administrator, page 25-5
• Running the Concurrent Program, page 25-12

Changing a Calendar Administrator

HTML Calendar allows only one Calendar Administrator in the system to be responsible
for any new group or public calendar requests; therefore, in the case of the absence
of the Calendar Administrator, the Calendar Administrator or whoever has the
JTF_CALENDAR_ADMIN role can perform the update by changing the name in the
Calendar Administration window.
The JTF_CALENDAR_ADMIN role can be assigned through the System Administrator
Console by system administrator. A user without this role attempting to access the
Calendar Administration window will see an error message saying that "You don’t have
sufficient privileges to view this page."

Implementing the HTML Calendar 25-5

 Once you update the Calendar Administrator, the JTF_CALENDAR_ADMIN role is
automatically assigned to the new Calendar Administrator, and is revoked from the old
Calendar Administrator. Therefore, the new Calendar Administrator can get access to
the Calendar Administration window while the old Calendar Administrator cannot. All
the new group calendar requests should be sent to the new Calendar Administrator
through workflow notifications.
Assign JTF_CALENDAR_ADMIN Role to a User
To grant the JTF_CALENDAR_ADMIN role to a user, log in to the System Administrator
Console as a system administrator. Select Users tab > Registration subtab > User
Maintenance. Query up the user name and then click the Roles button to access the
User-Role Mapping window. Select the JTF_CALENDAR_ADMIN role from the
Available Roles block to move the role to the Assigned Roles block. Click the Update
button to complete the change. The user will have access to the Calendar Administration
window.
Perform the following steps to change the Calendar Administrator.
Note: For more information regarding the Preferences and Personal
Profile links accessed through the profile icon, please see the Oracle CRM
System Administrator Console Concepts and Procedures Guide.

Prerequisites
You must have the JTF_CALENDAR_ADMIN role to access the Calendar Administration
window. This role is assigned to the user through the System Administrator Console. See
the Oracle Applications CRM System Administrator’s Guide for more information on
defining user roles.

Responsibility
CRM Application Foundation User
System Administrator

Navigation
Navigate to the Calendar Administration window by clicking the Profile icon.

Steps
1. Click Administrator in the side navigation bar.
The Calendar Administration window opens with the current Calendar
Administrator information.
2. Clear the name field and enter a new name for the new Calendar Administrator. The
resource’s job title and e-mail information populates automatically.
3. Click Update to save your changes.
The value of "JTF HTML Calendar: Administrator" profile option is updated to
the new resource name.

See Also
• Setting Profile Options, page 25-8
• Starting Workflow Processes, page 25-11

25-6 Oracle Common Application Components Implementation Guide

 • Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar Administrator, page 25-2
• Creating a Calendar User, page 25-4
• Running the Concurrent Program, page 25-12

Implementing Calendar Events

In addition to scheduled appointments and tasks, HTML Calendar provides the ability
to allow users to view calendar events, such as campaigns, on their calendar views.
In order to use this functionality, the integrated applications have to perform the
following tasks:
1. Identify resource groups to which they would like to publish events and add
CALENDAR_ITEMS usage to the groups.
2. Make sure that business objects (known as events in calendar) that are published are
valid JTF_OBJECTS with all the following metadata defined:
• SELECT_NAME
• SELECT_ID
• FROM_TABLE
• OBJECT_CODE
• WHERE_CLAUSE
• WEB_FUNCTION_NAME
• WEB_FUNCTION_PARAMETERS
• WEB_HTML_CALL
3. Populate the JTF_CAL_ITEMS_B table using the JTF_CAL_ITEMS_PUB API.
In order to view the calendar events in the personal calendars, calendar users must also
meet the following conditions:
• Users must belong to resource groups to which the event is published.
• Users must have the "Display Events" set to yes in the calendar personal preference
page from the Profile navigation link.
• Users must further personalize how these calendar items will be displayed in their
personal calendars by selecting the desired color and prefix text.
This feature will work only when integrated applications implement the functionality
and follow the required steps.
Oracle Marketing Online (OMO) is one of the applications that is currently implementing
this functionality. Please refer to Oracle Marketing Online Implementation Guide for more
details.

Integrating with Web Mail

To invoke web mail compose window through an integrated Web Mail, such as Oracle
Collaboration Suite, from the calendar Availability view and the task Assignment
window while creating or updating tasks, implementors or system administrators need

Implementing the HTML Calendar 25-7

 to set up profile options to enable this feature and specify correct server URL. However, if
Oracle Collaboration suite is not installed, then this feature will not work and link will
open default e-mail client.

Setting Prole Options

Calendar uses the following profile options for Web Mail setup:
• ATGCA: Enable Web Mail. This profile uses the following values to indicate whether
or not to use web mail:
• Yes. It indicates that Web Mail is enabled and you can launch webmails through
the Availability window and the task Assignment window.
• No (default). It indicates that Web Mail is not enabled and HTML "mailto:"
attribute will be used instead. Using "mailto:" attribute will invoke default
browser e-mail client, such as Netscape Messenger.
• ATGCA: Web Mail Server URL. This profile specifies the URL address for the
integrated webmail server. It starts with either "http://" or "https://".
Valid Server URL Address
Use the following URL for the invocation of the Oracle Collaboration Suite Web Mail
message compose window from a web page:
"http://<machinename>:<port>/um/traffic_cop"
Note that machine name is required. Port number is usually not part of the URL, but
it can be added if necessary depending on how the Oracle Collaboration Suite is
installed.
For example, you can set the URL address as follows:
• "https://collabsuite.oracle.com/um/traffic_cop" OR
• "https://collabsuite.oracle.com:8080/um/traffic_cop"
If profile "ATGCA: Enable Web Mail" is set to Yes, system administrators must identify
valid server URL for "ATGCA: Web Mail Server URL" profile. Otherwise, the following
conditions will be used:
• If "ATGCA: Web Mail Server URL" profile value is missing, it has the same effect as
"ATGCA: Enable Web Mail" being No. The default "mailto:" attribute would be used.
• If "ATGCA: Web Mail Server URL" profile value is invalid but does start with
"http", the default browser error "The page cannot be displayed." will be shown.
• If "ATGCA: Web Mail Server URL" profile value is invalid and does not start with
"http", an unrecoverable HTML error will occur after clicking the e-mail hyperlink
from the availability view.

Setting Prole Options

The following table describes the profile options that are specific to the HTML Calendar.

25-8 Oracle Common Application Components Implementation Guide

Calendar Prole Options
Name Default Value Level Description Outcome

JTF HTML No default Site The JTF HTML Set the value to the
Calendar: value Calendar: username of the calendar
Administrator Administrator user who grants group and
profile option public calendar requests.
sets the Calendar
Administrator who
grants approval
and subscription
requests for
group and public
calendars.

Client Timezone America/Los_ Site The Client Time Set the value to the location
Angeles zone profile option where your appointments
is used by Calendar take place.
to set the default
Setting the time zone from
time zone for the
the profile link in the
client in the Create
Calendar UI is another
Appointment
way to set and update this
window.
profile value.

JTF HTML No Site The JTF HTML Set the profile option to Yes
Calendar Task Calendar Task Span to have your tasks that span
Span Days Days profile option over more than one day to
sets tasks that appear continuously across
spans over more days on your personal
than one day to calendar.
appear continuously
If the value is set to No, the
across days on your
task shows as a memo for
personal calendar.
each day affected.

JTF_PROFILE_ 22946 User The JTF_PROF Set the value to correspond

DEFAULT_RES ILE_DEFAULT_ to the calendar user. The
PONSIBILITY RESPONSIBIL user value is 22946
ITY profile option
sets the default
responsibility when
using calendar
as a standalone
application.

JTF_PROFILE_ 690 User The JTF_PROF Set the value to correspond

DEFAULT_AP ILE_DEFAULT_ to the calendar user. The
PLICATION APPLICATION user value is 690.
profile option
sets the default
application when
using calendar
as a standalone
application.

Implementing the HTML Calendar 25-9

 Name Default Value Level Description Outcome

ATGCA: Enable No User The "ATGCA: If it is set to Yes, then

Web Mail Enable Web Mail" you can launch webmails
profile option is through the Availability
used to enable window. If it is set to
or disable web No, then you cannot send
mails sent from an webmails, but HTML
integrated webmail, "mailto:" attribute will be
such as Oracle used instead.
Collaboration
Suite, through
the Calendar
Availability
window.

ATGCA: Web N/A User The "ATGCA: Web Set valid server URL for the
Mail Server URL Mail Server URL" web mail server in order to
profile option is send web mails through an
used to specify the integrated web mail, such
URL address for the as Oracle Collaboration
integrated webmail Suite, from Availability
server. view.

Applications Both (Site level) Site and The "Application Since any changes to
SSO Login Types User SSO Login Types" the password stored
Local (user
levels profile option is at the local application
level)
used to allow the level (such as Oracle
Palm and Outlook E-Business Suite) can be
synchronization to passed to Oracle Internet
work properly if Directory (Single Sign-On
it is set to "Both" server), but not vice versa
when using the which means that a user’s
Single Sign-On single sign-on password
(SSO) feature. will not necessarily be
synchronized with his local
It is important
application’s password.
to note that
Therefore, if it is set
if integrated
to Both, then the sync
applications decide
required username and
to implement this
password are stored both
Single Sign-on
at the local application
feature and once
level and the external
this profile option is
Oracle Internet Directory.
set, it may have an
If it is set to SSO, then
impact on the login
the sync required login
at the application
information is stored
level. As a result,
externally at the SSO Server
the sync feature can
only and not maintained
also be affected.
at the application level.
Therefore, the sync feature
will not work. If it is set
to Local, then the sync
required login information
is stored at the local
application level which
means that the login is
only allowed through the
Oracle E-Business Suite
local login.

25-10 Oracle Common Application Components Implementation Guide

 Note: See Appendix A, Profiles Options, ERROR: linkend not in current
document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

See Also
• Starting Workflow Processes, page 25-11
• Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar Administrator, page 25-2
• Creating a Calendar User, page 25-4
• Changing a Calendar Administrator, page 25-2
• Running the Concurrent Program, page 25-12

Starting Workow Processes

HTML Calendar uses the following workflow processes in order for it to work properly:
• JTF Calendar Workflows. Use JTF Calendar Workflow to track and route calendar
requests to Calendar Administrator for new group and public calendar approvals
and to Group Calendar Administrators, the owners of the group calendars, for
existing group calendar subscription approvals. It also sends invitations for
appointment invitees and attendees.
• JTF Task Reminder. Use JTF Task Reminder to pick up appointment reminders for
scheduled appointments. For example, if "15 minutes Before" is selected from the
Remind Me drop-down list while creating an appointment, then a user receives a
workflow notification 15 minutes prior to the scheduled meeting starts.
• Refer to the Oracle Workflow Administrator’s Guide to configure and
monitor workflow.
• If the concurrent manager is not up and running, workflow does
not work correctly.

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to Concurrent > Request.

Steps
1. In the Find Request window, click Submit a New Request. The Submit a New
Request window opens.
2. Select the Single Request option button and click OK. The Submit Request window
opens.
3. Enter "Workflow Background Process" as the workflow process.

Implementing the HTML Calendar 25-11

 The parameters window opens.
1. Enter one of the following for the item type:
• Enter "JTF Task Reminders" to start the workflow for task reminders.
• Enter "JTF Calendar Workflows" to start the workflow process for group
calendar approvals.
The item type restricts this engine to activities associated with the item
type you select.
2. Enter the Minimum and Maximum thresholds, in a hundredth of a second, which
specifies the minimum and maximum costs that an activity must have for this
background engine to execute.
3. Enter Yes for the Process Deferred, which specifies whether or not this
background engine checks for deferred activities.
4. Enter Yes for the Process Timeout and click OK.
4. Click Schedule in the At these Times region.
5. Select the job to run periodically, in the Run the Job region.
6. Enter the start date and leave the end date blank to run the workflow indefinitely.
7. Define the interval which triggers the workflow to check for requests every specified
minute, hour, day, week, or month and click OK.
8. Click Yes in the confirmation window if you selected for the workflow to run
indefinitely.
9. Click Submit to confirm.
10. Click No to exit.
11. To stop the workflow process, query any workflows that are running and cancel the
request.

See Also
• Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar Administrator, page 25-2
• Creating a Calendar User, page 25-4
• Changing a Calendar Administrator, page 25-2
• Setting Profile Options, page 25-8
• Running the Concurrent Program, page 25-12

Running Concurrent Program

The Rebuilding Intermedia Index for Task Names concurrent program rebuilds the
intermedia index so that a user can use the Quick Find to search for new and updated
appointments and tasks. Therefore, the concurrent program has to be compiled
periodically in order for appointment search to work properly. For more information
on running this concurrent program, see the Running the Task Manager Concurrent
Program, page 20-23 documentation in the Task Manager section.

25-12 Oracle Common Application Components Implementation Guide

Guidelines
The following table describes the Rebuilding Intermedia Index for Task Names
concurrent program.

Task Manager Seeded Concurrent Programs

Name Description Frequency

Rebuilding Intermedia Index This program is used to rebuild As needed

for Task Names the intermedia index so a user
can use the quick find to search
for new and updated tasks as
well as to search by task name.

See Also
• Adding a Calendar Tab to a Responsibility, page 25-1
• Creating a Calendar Administrator, page 25-2
• Creating a Calendar User, page 25-4
• Changing a Calendar Administrator, page 25-2
• Setting Profile Options, page 25-8
• Starting Workflow Processes, page 25-11

Publishing Business Events for Appointments

The Calendar module, leveraging the Oracle Workflow Business Event System, publishes
business events for appointments such as creating, updating, and deleting an
appointment, adding and removing an invitee, as well as responding to an invitation
when the following conditions occur from APIs, application user interfaces (UIs) in
HTML or the Oracle Applications Framework based modules:
• An appointment is created, updated, and deleted
• An invitee is added to or removed from an appointment
• An invitee accepted or rejected an appointment
Applications that contain data directly affected by these events can subscribe to them
and synchronize or modify their data accordingly.
For example, if an appointment is created with invitees, this action is published or
"raised" as a business event. This event can be, for example, captured to send relevant
workflow notifications. If an appointment is created, updated, or deleted, this action
is raised as a business event. This event can trigger synchronization between Oracle
Applications and the offline device, such as a Palm or Outlook.
Detailed appointment business events are contained in the following sections:
• The Oracle Workflow Business Event System, page 25-14
• Appointment Business Events, page 25-14
• Event Attributes for Appointment and Invitee Events, page 25-15
• Appointment Events Subscription Guidelines, page 25-15

Implementing the HTML Calendar 25-13

The Oracle Workow Business Event System
The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager, which allows you to
register subscriptions to significant events, and workflow process event activities, which
allow you to model business events within workflow processes.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.
See Oracle Workflow Developer’s Guide for detailed information about Oracle workflow
business event system, and subscriptions.

Appointment Business Events

When an appointment is created, updated or deleted, an invitee is added or removed, as
well as an invitation is responded from APIs, or application user interfaces (UIs), the
Calendar module will publish the following events:

Appointment Business Events

Event Name Display Name Description

oracle.apps.jtf.cac.calendar. Appointment created. This event is published when

createAppointment an appointment is created.

oracle.apps.jtf.cac.calendar. Appointment updated. This event is published when

updateAppointment an appointment is updated.

oracle.apps.jtf.cac.calendar. Appointment deleted. This event is published when

deleteAppointment an appointment is deleted.

oracle.apps.jtf.cac.calendar.add Invitee added. This event is published when

Invitee an invitee is added.

oracle.apps.jtf.cac.calendar. Invitee responded. This event is published when

respondInvitation an invitee is responded.

oracle.apps.jtf.cac.calendar. Invitee removed. This event is published when

removeInvitee an invitee is removed.

For each appointment business event, the owner name is "Calendar", the owner tag is
"JTF" and the default status is "Enabled".
Event name represents the name of a business event that is an occurrence in an
application or program that might be significant to other objects in a system or to
external agents. Event name must be unique and is case-sensitive; therefore, subscribers
must use Event Name for subscription purposes.

25-14 Oracle Common Application Components Implementation Guide

Event Attributes for Appointment and Invitee Events
Attributes for Appointment Events
The following table contains published attributes for the parameters used to
create, update, and delete appointments.

Event Attributes for Appointment Events

Parameter Name Source Table Create Create Create
Name Appointment Appointment Appointment

TASK_ID JTF_TASKS_B Yes Yes Yes

Attributes for Invitee Events

The following table contains published attributes for the parameters used to add, and
remove invitees, as well as respond invitation events. "Yes" indicates that an attribute is
published and "No" indicates that it is not.

Event Attributes for Invitee Events

Parameter Name Source Table Add Invitees Respond Remove Invitees
Name Invitation

TASK_ID JTF_TASKS_B Yes Yes Yes

ASSIGNMENT_ JTF_TASK_ASS No Yes No

STATUS_ID IGNMENTS

RESOURCE_ID JTF_TASK_ASS Yes Yes Yes

IGNMENTS

RESOURCE_TY JTF_TASK_ASS Yes Yes Yes

PE IGNMENTS

Appointment Events Subscription Guidelines

All event subscriptions must follow the guidelines mentioned in the workflow
development standards. For example, any subscription cannot commit inside the rule
function. This can cause unexpected behavior in the workflow or appointment APIs.
In addition, the following subscription guidelines are also used in publishing
appointment business events:
• Asynchronous Subscriptions
All subscriptions to the events should be asynchronous. The UIs call the APIs, which
in turn publish events. Therefore, if the subscriptions are synchronous, the
transaction time for the UI will increase.
• Returning with success or warning
The rule function of the subscriptions should return success or a warning. It
should not return an error. Returning an error disrupts the processing of other
subscriptions; therefore, an error should not be returned.

Implementing the HTML Calendar 25-15

 26
Implementing the Forms-based Calendar

This chapter covers the following topics:

• Defining a Calendar
• Defining Availability
• Defining Unavailability (Exceptions)
• Using the Assign Shift and Exceptions Window
• Assigning a Calendar to a Shift
• Assigning an Exception to a Calendar
• Assigning a Resource to a Calendar

Dening a Calendar
To be able to show resource work shift information, the implementor or system
administrator must define a calendar with start and end date information. For
example, you can create a corporate calendar which runs from January 01, 2003 to
December 31, 2003. Once the shifts and exceptions are specified, they can be associated
with the calendar used specifically for resource scheduling.
Perform the following steps in Forms to define a calendar.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Define Calendar.

Steps
1. Enter a name for the calendar.
2. Select the type of calendar you want to create from the list of values (LOV). Options
include, Corporate, Division, Group, Personal, and Team.
3. Enter a description for the calendar type.

Implementing the Forms-based Calendar 26-1

 4. Select the start and end dates from the LOV for your calendar.
This defines how long your calendar is active
5. Click Save.

See Also
• Defining Availability, page 26-2
• Defining Unavailability (Exceptions), page 26-3
• Assigning a Calendar to a Shift, page 26-4
• Assigning an Exception to a Calendar, page 26-5
• Assigning a Resource to a Calendar, page 26-5

Dening Availability
Use the define shift window to define available work hours. A shift is defined at the time
a resource is available, and a shift pattern is the shift that extends for a longer period of
time. Shift patterns cannot overlap with each other.
Examples of a shift can be that a service engineer works from 7:00 a.m. to 4:00 p.m. on
Monday, or from 8:00 a.m. to 3:00 p.m. from Tuesday through Friday. A shift pattern
for the service engineer is that she works from 7:00 a.m. to 4:00 p.m. on Monday and
from 8:00 a.m. to 3:00 p.m. for Tuesday through Friday. This shift pattern can be defined
from January 01, 2003 to May 31, 2003.
In addition, implementors can further specify if the shift is a regular or standby shift
in the Availability Type field. After identifying shift information, implementors can
then associate it with a specific calendar.
The shift information can be seen as yellow background displayed in the Gantt chart
while using Assignment Manager for resource selection.
Perform the following steps in Forms to define shifts and shift patterns.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Define Shifts.

Steps
1. In the Define Shift window, enter a shift name.
2. Enter a description of the shift.
3. Enter the start and end dates for the duration of the shift.
4. Select the day of the week from the list of values (LOV) in the Shift Pattern region.
5. Enter the time the shift begins in the following format: 00:00.

26-2 Oracle Common Application Components Implementation Guide

 6. Enter the duration of the shift in the Hours and Minute fields, such as 10 hours and 30
minutes. The shift end time is calculated automatically once the duration is entered.
7. Select the availability type from the LOV.
8. Save your work.
Your shift pattern is saved to the database.

See Also
• Defining Unavailability (Exceptions), page 26-3
• Defining a Calendar, page 26-1
• Assigning a Calendar to a Shift, page 26-4
• Assigning an Exception to a Calendar, page 26-5
• Assigning a Resource to a Calendar, page 26-5

Dening Unavailability (Exceptions)

You must define not only your working hours, but also the times when you are not
available for work, such as federal holidays, vacation, or sick days. These days are
exceptions to your regular working shift.
Perform the following steps in Forms to define non-availability.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Define Exceptions.

Steps
1. In the Exceptions window, enter a name for your non-available work time.
2. Select a category from the LOV. A category is a predefined type of exception.
3. Enter a description of your exception.
4. Define a start and end date for your exception.
5. Click Save.
Your exception information is saved to the database.

See Also
• Defining Availability, page 26-2
• Defining a Calendar, page 26-1
• Assigning a Calendar to a Shift, page 26-4

Implementing the Forms-based Calendar 26-3

 • Assigning an Exception to a Calendar, page 26-5
• Assigning a Resource to a Calendar, page 26-5

Using the Assign Shift and Exceptions Window

You can use the Assign Shift and Exceptions window to perform the following actions:
• Assigning a Calendar to a Shift, page 26-4
• Assigning a Calendar to an Exception, page 26-5

Assigning a Calendar to a Shift

After defining work shifts, the implementor or system administrator must assign them
to a calendar. To assign them to a calendar, query up the calendar specifically used for
scheduling resource, and then enter shift information in the Shifts tab.
Perform the following steps in Forms to assign previously defined shift patterns to
a specific calendar.

Prerequisites
You must first define your shifts and shift patterns.

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Assign Shift/Exceptions.

Steps
1. In the Assign Shift/Exceptions window, select the Shifts tab.
2. Enter a calendar name.
3. Enter the calendar type.
4. Enter the calendar description.
5. Enter the effective dates.
6. In the Shifts field, select your already defined shift from the list of values (LOV)
and click Save.

See Also
• Defining Availability, page 26-2
• Defining Unavailability (Exceptions), page 26-3
• Defining a Calendar, page 26-1
• Assigning an Exception to a Calendar, page 26-5
• Assigning a Resource to a Calendar, page 26-5

26-4 Oracle Common Application Components Implementation Guide

Assigning an Exception to a Calendar
Use the same calendar that has work shift information to assign previously defined
exceptions. As a result, this calendar will have both available and unavailable work
information for a period of time.
Perform the following steps in Forms to assign previously defined exceptions to a
specific calendar.

Prerequisites
You must first define your non-available work hours (exceptions).

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Assign Shift/Exceptions.

Steps
1. In the Assign Shift/Exceptions window, select the Exceptions tab.
2. Select a calendar name from the list of values (LOV).
3. Select the Exception Tab.
4. Select the name of the calendar from the LOV.
5. Select the reason for the exception.
6. Enter the effective dates and click Save.

See Also
• Defining Availability, page 26-2
• Defining Unavailability (Exceptions), page 26-3
• Defining a Calendar, page 26-1
• Assigning a Calendar to a Shift, page 26-4
• Assigning a Resource to a Calendar, page 26-5

Assigning a Resource to a Calendar

After associating work shift and exception information to a calendar, the implementor
can assign resources to it.
In order to show the resource work shift information as yellow background in the Gantt
chart while using the Assignment Manager for resource selection, implementor or
system administrator must select YES in the Primary Calendar field. This is because only
primary calendar will be considered for availability purposes.
Note: A resource can be assigned to many calendars, but can have only
one primary calendar for a period of time.

Resources of any categories defined in Resource Manager can be assigned to a calendar.

Implementing the Forms-based Calendar 26-5

 Perform the following steps in Forms to assign a resource to a calendar.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to Calendar > Calendar Setup > Assign Resources.

Steps
1. Select the calendar name from the list of values (LOV).
2. Enter the calendar type.
3. Enter a description for the calendar.
4. Select the resource type from the drop-down list.
5. Enter the name of the resource.
6. If this is your primary calendar, set the primary calendar flag to Yes.
7. Enter the Effective Dates for the calendar and click Save.

See Also
• Defining Availability, page 26-2
• Defining Unavailability (Exceptions), page 26-3
• Defining a Calendar, page 26-1
• Assigning a Calendar to a Shift, page 26-4
• Assigning an Exception to a Calendar, page 26-5

26-6 Oracle Common Application Components Implementation Guide

 27
Escalation Manager Implementation
Overview

This chapter covers the following topics:

• Overview
• Steps

Overview
An escalation is a process used to highlight or flag certain issues within an
organization, so that the appropriate personnel can react to these situations and monitor
the resolutions. A reactive escalation is in response to a customer complaint. Necessary
action must be taken in response to the situation. This includes manually assigning
escalation resources through Escalation Manager.

Steps
This section describes the order and process of implementing Escalation Manager
in Forms.

Setting Prole Options

The Implementor identifies and sets specific profile options as required.

Starting the Background Workow Process

The implementor starts the background workflow process to generate notifications
for the designated contact when the escalation is created and the owner, escalation
level, target date, or status is changed.

Dening a New Escalation Status

The implementor optionally defines a new escalation status. Escalation statuses are used
to define the state of the escalation document.

Dening New Escalation Reference Types

The implementor optionally defines new reference types. These determine if a document
is going to be escalated. Examples are open, closed or working.

Escalation Manager Implementation Overview 27-1

Dene New Escalation Reason Codes
The implementor optionally defines new escalation reason codes. Escalation reasons
are used to specify why a source document is escalated.

Dening the New Escalation Contact Types

The implementor optionally defines escalation contact types. Escalation contact types
are used to classify the category for contacts. For example, contacts can be employees
or customers.

Dening the Escalation Level

The implementor optionally defines escalation levels that specify the levels of escalation
severity.

27-2 Oracle Common Application Components Implementation Guide

 28
Implementation Tasks for Escalation
Manager

This chapter covers the following topics:

• Setting Profile Options
• Starting the Background Workflow Process
• Setting Escalation Lookup Codes
• Setting Up Escalation Status
• Defining Escalation Reference Codes
• Defining Escalation Reason Codes
• Publishing Business Events

Setting Prole Options

The first step in implementing Escalation Manager is to set the following profile options:

Escalation Manager Prole Options

Name Default Value Level Description Outcome

Escalation: Close Yes Site The escalation If set to Yes, then

Only When De- document cannot it can regulate the
escalated be closed (you escalation status
cannot set up change sequence
the escalation from De-escalated
status to ’Close’) to Close.
without first
If set to No, then
changing the
it will not.
Escalation Level
to ’De-escalated’.

Escalation: Employee Site This profile You can also set it

Default Contact option sets the to Customer, and
Type default contact then it will default
type to Employee the contact type to
in the Contacts Customer.
tab.

Implementation Tasks for Escalation Manager 28-1

 Name Default Value Level Description Outcome

Escalation: Name Site This profile See description.

Default Escalation option sets the
Owner default escalation
owner to a specific
resource name,
such as John
Smith.

Escalation: Phone Site This profile You can also set it

Default Customer option sets the to other values
Contact Point default customer such as Cell,
contact point Email, Pager, or
to Phone in the Web.
Contacts tab.

Escalation: Task Manager Site This profile You can also

Default option sets the set it to other
Document Type default document values such as
type to Task in the Service Request
Document field or Defects.
on the Reference
Document tab.

Escalation: Work Site This profile You can also set

Default Employee option sets the it to other values
Contact Point default employee such as Home,
contact point Mobile, or Pager.
to Work in the
Contacts tab.

Escalation: Level 1 Site This profile You can also set

Default Escalation option sets the it to other values
Level default escalation such as Never
level to Level 1. Escalated, Level 2,
or De-Escalated.

Escalation: Open Site This profile You can also set

Default Status option sets the it to other values
default escalation such as Closed or
Status field to Working.
Open.

Escalation: General Note Site This profile You can also set
Default New Note option sets the it to other values
Type default note type such as Event or
to General Note if Approved.
additional notes
are attached to
an escalation
document.

Escalation: Yes Site This profile You can also set it

Default Notify option sets the to No, which will
(Y/N) default Notify leave the check
check box to box "unchecked"
"checked" in the in the Contacts
Contacts tab. tab.

28-2 Oracle Common Application Components Implementation Guide

 Name Default Value Level Description Outcome

Escalation: Slow Progress Site This profile You can also

Default Reason option sets the set it to other
Code default escalation values such as
Reason field to Unacceptable
Slow Progress. Solution, or
Unresponsive
Owner.

Escalation: Escalation Site This profile You can also set

Default Reference option sets the it to other values
Type default escalation such as For Your
reference type Information.
to Escalation in
the Reference
Document tab.

Note: See Appendix A, Profiles Options, ERROR: linkend not in current

document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

See Also
To change profile options and see detailed information, use the standard procedure
outlined in Appendix A, Profile Options.
The following table describes Escalation Manager Profile Settings.

Escalation Manager Prole Settings

Prole Option Default Value

Escalation: Close Only When De-escalated Yes

Escalation: Default Contact Type Employee

Escalation: Default Escalation Owner No default value

Escalation: Default Customer Contact Point Phone

Escalation: Default Document Type Task Manager

Escalation: Default Employee Contact Point Work

Escalation: Default Escalation Level Level 1

Escalation: Default Status Open

Escalation: Default New Note Type General Note

Escalation: Default Notify (Y/N) Yes

Escalation: Default Reason Code Slow Progress

Escalation: Default Reference Type Escalation

Implementation Tasks for Escalation Manager 28-3

Starting the Background Workow Process
The next implementation step is to start the background workflow process listed in the
following table to ensure proper operation of Escalation Manager.

Escalation Manager Workow

Workow Name Description User

JTFEC Reactive Escalation Escalation Manager

Notification

Use the following procedure to start the required background workflow process.

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to the Navigator - System Administrator window.

Steps
1. Select Requests > Run.
The Submit a New Request window opens.
2. Select Single Request and click OK.
3. In the Submit Requests window, type W in the Name field and select Enter on your
keyboard.
The Reports window opens and displays report names that begin with "w".
4. Select Workflow Background Process and click OK.
The Parameters window opens.
5. Type "re" in the Item Type field and select Enter on the keyboard.
The Item Type window opens and displays items that begin with the letters "re."
6. Select Reactive Escalation Notification and click OK.
Leave the Minimum Threshold and Maximum Threshold fields empty.
7. Select Yes for both the Process Deferred and the Process Timeout fields and click OK.
8. Click Schedule on the Submit Request window.
9. Select Run the Job...Periodically.
More options appear for defining the time period.
10. Define the Start Time and the End Time.
Warning: Be sure to define an end time. If the end time field is
blank, then the process runs indefinitely and cannot be shut off.

28-4 Oracle Common Application Components Implementation Guide

 1. In the Rerun Every fields, enter the number of minutes that defines the interval
between job runs.
2. Select the From the Completion of the prior run box and click OK.

Guidelines
You must set up Notifications in Oracle Workflow to ensure that notifications are sent.

Setting Escalation Lookup Codes

Another required task in implementing Escalation Manager is to set lookup codes. The
codes define the level, reason, contact type, and reference of an escalation. Escalation
reasons are used to specify why a source document is escalated.
First set up the escalation reason code and enable it in the Application Object
Library: Escalation Reasons Lookups window. Then, as a task or document is
escalated, select this reason code from the list of values for the Reason field in the
Escalations window.
• JTF_TASK_ESC_LEVEL, page 28-5
• JTF_TASK_REASON_CODE, page 28-5
• JTF_TASK_CONTACT_TYPE, page 28-6
• JTF_TASK_REFERENCE_CODES, page 28-6

Lookup Code JTF_TASK_ESC_LEVEL

The following table describes lookup code JTF_TASK_ESC_LEVEL, which describes
escalation levels.

Lookup Code JTF_TASK_ESC_LEVEL

Code Description

DE De-escalated

L1 Level 1

L2 Level 2

NE Never escalated

Lookup Code JTF_TASK_REASON_CODE

The following table describes lookup code JTF_TASK_REASON_CODE, which describes
escalation reasons.

Implementation Tasks for Escalation Manager 28-5

 Lookup Code JTF_TASK_REASON
Code Description

Slow-ProG Slow Progress

Unacceptable_Solution Unacceptable Solution

UNRES_OWN Unresponsive Owner

IMP_FAILING Implementation Failing

Lookup Code JTF_TASK_CONTACT_TYPE

The following table describes lookup code JTF_TASK_CONTACT_TYPE, which
describes contact types.

Lookup Code JTF_TASK_CONTACT_TYPE

Code Description

CUST Customer

EMP Employee

Lookup Code JTF_TASK_REFERENCE_CODES

The following table describes lookup code JTF_TASK_REFERENCE_CODES, which
describes reference codes for the task.

Lookup Code JTF_TASK_REFERENCE_CODES

Code Description

ESC Escalation

FYI For Your Information

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Task and Escalation Manager > Setup.
2. Select the appropriate lookup code.
For example, select Define Escalation Reason to set the reason lookup codes.
3. Enter today’s date in the From field.

28-6 Oracle Common Application Components Implementation Guide

 4. Leave the "To" field blank.
5. Select the Enabled check box to make it available.
6. Save your work.

Setting Up Escalation Status

There are three pre-defined Escalation Statuses:
• Open
• Working
• Closed
You may add your own user-defined statuses to these available statuses. Perform the
following steps to add user-defined statuses.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Task and Escalation Manager > Setup > Define Escalation Status.
2. Enter a user-defined status in a blank field in the Status column.
3. Enter a brief description of the status type in the Description field.
4. Enter the effective dates in the From and To fields.
5. Select escalation status flags.
6. Click the Save icon to finish defining the Escalation status.

References
The following table describes flags and definitions.

Implementation Tasks for Escalation Manager 28-7

 Escalation Status Flag Denitions
Flag Description

Assigned Assigned to an individual

Working In progress

Schedulable Scheduled or re-schedulable

Accepted Accepted by owner

Rejected Rejected by owner

On Hold Temporarily not active

Approved Approved by management

Completed Completed by owner

Cancelled Cancelled by owner, creator, or management

Delete Allowed Delete acceptable without cancellation

Closed Completed and closed

Seeded Pre-defined task status

Dening Escalation Reference Codes

A document or task can be combined with several other documents or tasks, such as
when fulfilling a service request requires a series of tasks to be performed and related
documents to be completed. In such a scenario, if one particular document or task needs
to be escalated, the escalation might not apply to the other related items.
When you associate an Escalation Reference to the escalated item, you point to the other
related items and indicate their relation. There are two pre-defined Escalation Reference
types: FYI and Escalation.
• Use FYI (for your information) to indicate the task or document is related to the
escalated item, but is not escalated.
• Use Escalation to indicate the task or document is related to the escalated item and
also is escalated.
You can add other Escalation Reference types to your escalation references. Use the
following procedure to define customized reference types.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

28-8 Oracle Common Application Components Implementation Guide

Steps
1. Select Task and Escalation Manager > Setup > Define Reference Type.
The Application Object Library: Reference Codes for the Task Lookups window
opens.
2. Enter the name of the new reference type in the first available row in the Code
column.
3. Continue entering information in the remaining cells of the row to describe the
escalation reference type and the effectivity dates.
4. Select the Enabled Check Box to make the escalation reference type available.
5. Save the new Escalation Reference and close the form.

Dening Escalation Reason Codes

You can add other escalation Reason Codes to customize your escalation reasons. Use
the following procedure to define customized reason types.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Task and Escalation Manager > Setup > Define Escalation Reason.
The Application Object Library: Escalation Reasons Lookup window opens.
2. Select the first blank line.
3. Enter a code, meaning, and description.
4. Enter the effective dates in the From and To fields.
5. Select the Enabled flag.
6. Click the Save icon to finish defining the Escalation reason.

Publishing Business Events

Escalation Manager publishes events such as creating, updating, and de-escalating an
escalation using the Oracle Workflow Business Event System. Applications that contain
data directly affected by these events can subscribe to them and synchronize or modify
their data accordingly. For example, if a support team uses Escalation Manager to
escalate urgent or high profile support calls and one of these has been de-escalated, this
action is published or "raised" as a business event. The support team, can consequently
subscribe to this event and reassign support staff to escalated problems.

Implementation Tasks for Escalation Manager 28-9

The Oracle Workow Business Event System
The Oracle Workflow Business Event System is an application service that leverages the
Oracle Advanced Queuing (AQ) infrastructure to communicate business events between
systems. The Business Event System consists of the Event Manager and workflow
process event activities.
The Event Manager contains a registry of business events, systems, named
communication agents within those systems, and subscriptions indicating that an event
is significant to a particular system. Events can be raised locally or received from
an external system or the local system through AQ. When a local event occurs, the
subscribing code is executed in the same transaction as the code that raised the
event, unless the subscriptions are deferred.

Escalation Manager Events

When an escalation or its corresponding reference is created, updated or deleted, the
Escalation Manager APIs call wrapper APIs that raise the following events:

Escalation Manager Events

Functional Name Event name Description

Create_Escalation oracle.apps.jtf.esc. Raises an event once for a

createEscalation newly created escalation.

Update_Escalation oracle.apps.jtf.esc. Raises an event once when any

updateEscalation attribute for an escalation is
changed.

Delete_Escalation oracle.apps.jtf.esc. Raises an event once when an

deleteEscalation escalation is deleted, and raises
a Delete Escalation Reference
Event once for each row in the
references table.

Create_Reference oracle.apps.jtf.esc. Raises an event once for a

createEscReference newly created escalation
reference.

Update_ Reference oracle.apps.jtf.esc. Raises an event once when

updateEscReference any attribute for an escalation
reference is changed.

Delete_ Reference oracle.apps.jtf.esc. Raises an event once when an

deleteEscReference escalation reference is deleted

For each Escalation Manager event, the owner name is "Escalation Manager", the owner
tag is "JTF" and the default status is "Enabled". Subscribers must use the event name for
subscription purposes. The event key is generated by the concatenation of the following:
• <<EVENT_NAME>>
• Value of the sequence JTF_ESC_WF_EVENTS_S

28-10 Oracle Common Application Components Implementation Guide

Event Attributes
The following table contains published attributes for the parameters used to
create, update, and delete escalations. "Yes" indicates that an attribute is published
and "No" indicates that it is not.

Escalation Event Attributes.

Parameter Name Create_Esc Update_Esc Delete_Esc

TASK_ID Yes Yes Yes

TASK_AUDIT_ID No Yes No

Note: The value for the TASK_AUDIT_ID parameter is included in the

preceding table , for subscribers to determine the remaining fields that
are not published from the audits table.

The following table contains published attributes for the parameters used to
create, update, and delete escalation references. "Yes" indicates that an attribute is
published and "No" indicates that it is not.

Escalation Reference Event Attributes

Attribute Create_ Update_ Delete_EscReference
EscReference EscReference

TASK_REFERENCE_ Yes Yes Yes

ID

REFERENCE_CODE Yes Yes Yes

OBJCT_TYPE_CODE Yes Yes Yes

OBJECT_ID Yes Yes Yes

OLD_REFERENCE_ No Yes No
CODE

OLD_OBJCT_TYPE_ No Yes No
CODE

OLD_OBJECT_ID No Yes No

When an escalation is created, the parameter is not set on the list, if the null value is
inserted into the column. As a result, the API WF_EVENT.GetValueForParameter
returns a NULL value.
When an escalation is updated, the parameter is not set on the list, if the value of the
parameter is not changed. As a result, the API WF_EVENT.GetValueForParameter
returns a NULL value.

Steps
This section provides instructions for publishing Escalation Manager business events.

Implementation Tasks for Escalation Manager 28-11

Create Escalation
Perform the following to raise a buisness event using the jtf_task_wf_events_pvt.
publish_create_esc wrapper API:
1. Add the following parameters into the parameter list using wf_event.Add
ParameterToList only if they are NOT NULL:
• ESCALATION_ID
2. Event_key will be ’oracle.apps.jtf.esc.createEscalation-’||jtf_esc_wf_events_s.nextval.
3. Raise the Event, oracle.apps.jtf.esc.createEscalation using the workflow
API, Wf_event.Raise.

Update Escalation
Perform the following to raise a business event using the jtf_task_wf_events_pvt.
publish_update_esc wrapper API:
1. Add the following parameters’ old and new values into the parameter list
using, wf_event.AddParameterToList only if they are changed.
• ESCALATION_ID
• ESCALATION_LEVEL
• TASK_AUDIT_ID
2. Event_key will be ’oracle.apps.jtf.esc.updateEscalation-’||jtf_esc_wf_events_ s.
nextval.
3. Raise the Event, oracle.apps.jtf.esc.updateEscalation using the workflow
API, Wf_event.Raise.

Delete Escalation
Perform the following to raise a business event using the jtf_task_wf_events_pvt.
publish_delete_esc wrapper API:
1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList
• ESCALATION_ID
2. Event_key will be ’oracle.apps.jtf.esc.deleteEscalation-’ || jtf_esc_wf_events_ s.
nextval.
3. Raise the Event, oracle.apps.jtf.esc.deleteEscalation using the workflow
API, Wf_event.Raise.

Create Escalation Reference

Perform the following to raise a business event using the jtf_task_wf_events_pvt.
publish_create_escref wrapper API:
1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList only if they are NOT NULL
• ESC_REFERENCE_ID
• OBJECT_TYPE_CODE
• REFERENCE_CODE
• OBJECT_NAME

28-12 Oracle Common Application Components Implementation Guide

 • OBJECT_DETAILS
2. Event_key will be ’oracle.apps.jtf.esc.createEscReference-’||jtf_esc_wf_events_s.
nextval.
3. Raise the Event, oracle.apps.jtf.esc.createEscReference using the workflow
API, Wf_event.Raise.

Update Escalation Reference

Perform the following to raise a business event using the jtf_task_wf_events_pvt.
publish_update_escRef wrapper API:
1. Add the following parameters’ old and new values into the parameter list
using, wf_event.AddParameterToList only if they are changed.
• TASK_REFERENCE_ID
• OBJECT_TYPE_CODE
• REFERENCE_CODE
• OBJECT_NAME
• OBJECT_DETAILS
• OLD_OBJECT_TYPE_CODE
• OLD_REFERENCE_CODE
• OLD_OBJECT_NAME
• OLD_OBJECT_DETAILS
2. Event_key will be ’oracle.apps.jtf.esc.updateEscReference-’||jtf_esc_wf_events_ s.
nextval.
3. Raise the Event, oracle.apps.jtf.esc.updateEscReference using the workflow
API, Wf_event.Raise.

Delete Escalation Reference

Perform the following to raise a business event using the jtf_task_wf_events_pvt.
publish_delete_escRef wrapper API:
1. Add the following parameters into the parameter list using, wf_event.Add
ParameterToList:
• TASK_REFERENCE_ID
2. Event_key will be ’oracle.apps.jtf.esc.deleteEscReference-’ || jtf_esc_wf_events_ s.
nextval.
3. Raise the Event, oracle.apps.jtf.esc.deleteEscReference using the workflow
API, Wf_event.Raise.

Implementation Tasks for Escalation Manager 28-13

 29
Troubleshooting Escalation Manager

This chapter covers the following topics:

• Troubleshooting Tips
• Error Messages

Troubleshooting Tips
If you are having difficulties using Escalation Manager after implementing it, verify
the following:
• Workflow is installed and working correctly.
• Territories have been defined and contain valid resources.
• System Profile Options starting with "Escalation..." are set to valid values.
If Assisted Assignment through the Assignment Manager does not return any
resources, then check whether or not the Escalated object itself has a resource.

Error Messages
This section contains information on some of the error messages associated with
implementing Escalation Manager.

APP-JTF-210807
APP-JTF-210807 No Resources Found.
Cause: This message is often reported as a problem with Escalation Manager. This error
can occur when assigning an escalation territory. You can define the territory, with the
appropriate resources, then associate an escalation territory with that territory, and still
the No Resources Found message appears. This happens most often because the object
that is being escalated does not contain a territory itself.
Action: If no territory is available in the escalated object, then there is no way to locate
the appropriate escalation territory, so that the resources cannot be found.
Refer to bug #1617608 for further details on debugging steps.

Troubleshooting Escalation Manager 29-1

 30
BRM Implementation Overview

This chapter covers the following topics:

• Overview
• Steps

Overview
An escalation is a process used to highlight or flag certain issues within an
organization, so that the appropriate personnel can react to these situations and monitor
the resolutions. Escalation management is comprised of two modules: Escalation
Manager and the Business Rule Monitor. The Business Rule Monitor is the proactive
process.
In a proactive escalation, you take the necessary action to monitor customers issues
before the customer complains. The Business Rule Monitor (BRM) is used to raise
awareness. It provides a centralized place to define and also monitor business rules on
a regular basis. Proactive escalation is used not just in response to problems but can
be set up as a follow-up action.

Steps
The Business Rule Monitor is used to check active business rules by setting up an Oracle
Workflow process which continuously loops and checks at a specified interval for all
active business rules. This section provides a summary of the steps for implementing
the Business Rule Monitor. Each step is performed in the Forms-based interface by the
Implementor or the System Administrator.

Dene the Business Rule Monitor Workow Administrator

The Business Rule Monitor workflow administrator can receive workflow notifications
when the business rule monitoring process starts and stops, as well as when errors
are detected.

Set the Business Rule Monitor Workow Administrator prole option

Before starting the business rule monitoring process, the Business Rule Monitor
Workflow Administrator system profile option must be set and be linked to the
E-Business suite Workflow Administrator.

BRM Implementation Overview 30-1

Start the Background Processes
Before starting the business rule monitoring process, the background process for the
Business Rule Monitor Main Process must be run. The following background processes
are optional depending on which objects have active rules defined. Also, a background
process should be started for any user-defined workflows that are being used.
• Business Rule Monitor Task Process
• Business Rule Monitor Service Request Process
• Business Rule Monitor Defect Process

Create a New Business Rule

The implementor or system administrator can optionally create a new rule by defining a
rule’s general information, specifying workflow and workflow attributes, and defining a
rule’s condition which reflect your business logic.

Enable the New Business Rule

Before monitoring your business rules, the implementor or system administrator must
enable them by entering the effective dates in the Business Rule Workbench window.

Verify that an Escalation Territory has been created and contains at least one resource
Ensure that you have a resource assigned to an escalation territory. The escalation
territory can be a catch all for all escalations. The resource needs to be a primary contact.

Start the Business Rule Monitor

The Business Rule Monitor is the control panel used to determine when the workflow
process will run and stop.

30-2 Oracle Common Application Components Implementation Guide

 31
Phase I: Conguring the Business Rule
Monitor

This chapter covers the following topics:

• Setting Up the Business Rule Monitor
• Defining the Business Rule Monitor Workflow Administrator
• Setting Profile Options
• Starting the Background Workflow Processes

Setting Up the Business Rule Monitor

The Business Rule Monitor is one of the modules in Escalation Management. It is
considered "proactive escalation" in that you can create rules based on your business
logic and set them in a workflow process which will periodically check them. When the
business rule is violated, the BRM workflow puts the violated rule in a queue, where
it is picked up by Oracle Workflow. If a rule is violated, then a notification will be
generated. How is this done? The Business Rule Monitor is integrated with other
applications and modules, such as Oracle Workflow. The user that owns this workflow
process receives notifications when the process starts and stops, and also when errors
are detected.
There are many dependencies which need to be set up prior to setting up the business
rule monitor. Refer to the chapter "Before You Begin" for a list of dependencies.

Dening the Business Rule Monitor Workow Administrator

A workflow process controls the Business Rule Monitor, which in turn periodically
checks all the active business rules. The BRM workflow administrator, typically
the system administrator or workflow administrator who owns the workflow
process, receives notifications when the monitoring process starts and stops, and also
when errors are detected. This is to ensure that an owner of the workflow process exists
and that the notifications can be sent successfully.
You must first setup the BRM workflow administrator user and add the following
responsibilities to the workflow administrator, so that the administrator can start the
Business Rule Monitor and receive workflow notifications:
• CRM Administrator responsibility: The workflow administrator can access the
Business Rule Monitor module through this responsibility. He can start the Business
Rule Monitor and monitor the workflow process.

Phase I: Conguring the Business Rule Monitor 31-1

 • Workflow (Oracle Self-Service Web Applications): The workflow administrator
can check the workflow processes, and can view workflow notifications from the
customize link Worklist region if it is set up correctly in your personal homepage.
• Preferences (Oracle Self-Service Web Applications): Use it to set up user
preferences, for example, send or do not send e-mail notifications.
Note: You can assign Workflow and Preferences responsibilities
to many users, so that they can view workflow notifications if a
business rule is violated and they are responsible for taking care
of this automated escalation. However, there is only one BRM
workflow administrator who will receive the notifications about
when the monitoring process starts and stops, and also when errors
are detected.

There are two types of notifications that can be sent through the Business Rule Monitor
Main Process, to indicate the start and stop of the Business Rule Monitor, and any error
conditions:
1. Workflow Notification: This type of notification can be viewed from the Worklist
region if it is set up correctly in your personal homepage.
To receive workflow notifications, select the Preferences responsibility. Then
select General Preferences and change the value in the “Send me electronic mail
notifications” field to “Do not send me mail”. This tells the system not to send you
e-mail notifications, but instead to send them to your notifications page.
2. E-mail Notification: This notification requires correct workflow and email server
setup and is usually done by the system or workflow administrator. To receive email
notifications, select the Preferences responsibility. Then select General Preferences
and finally select the appropriate value in the “Send me electronic mail notifications”
field.

Prerequisites
The designated workflow owner must already exist in order to start the workflow
process. If no workflow owner exists, then the account must first be created.

Responsibility
System Administrator

Navigation
Navigate to the Navigator - System Administrator window.

Steps
1. Navigate to Security > User > Define.
2. Enter an existing username in the Name field.
3. Enter a password in the Password field.
Do not press Enter to move to the next field, you must move your cursor.
4. Enter the password again.

31-2 Oracle Common Application Components Implementation Guide

 5. Select the Workflow Administrator responsibility from the List of Values (LOV) in
the Responsibility field. This grants the responsibilities to the user.
6. Select the CRM Administrator responsibility from the LOV in the next Responsibility
field.
7. Select the Preferences responsibility from the LOV in the next Responsibility field.
8. Select File > Save.

Setting Prole Options

The following table describes the profile options that are specific to the Business Rule
Monitor.

Business Rule Monitor Prole Options

Name Default Value Level Description Outcome

Business No Default Value Site This profile The

Rule Monitor option must be Administrator
Workflow set first in order to can receive
Administrator grant this profile workflow
option to the notifications
BRM Workflow when the
Administrator. monitoring
process starts and
stops, and also
when errors are
detected.

Note: See Appendix A, Profiles Options, ERROR: linkend not in current

document and TARGET_BOOK_TITLE missing, for details on how these
profile options can be set.

Starting the Background Workow Processes

The Business Rule Monitor, like other Oracle Workflow process, needs to have its
background processes started in order for it to run. This is done using the standard
applications concurrent manager.
There are four predefined workflow item types. The Business Rule Monitor Main
Process is the only one that is internal to the Business Rule Monitor. This process services
the Business Rule Monitor looping workflow which itself checks all the active rules
defined in the workbench and identify if any rule is violated.
The Business Rule Monitor Task Process is used when the violated business rule which is
identified by the Business Rule Monitor Main Process is related to Task (object). This
BRM Task process services the consequent activities based on the workflow information
identified for the rule. For example, if the Escalate a Task (notification only) workflow
is selected in the workbench for the rule, then a workflow notification will be sent
automatically to the person identified in the workflow attributes window.
This is the same usage for the Business Rule Monitor Service Request Process and
Business Rule Monitor Defect Process. The Business Rule Monitor Service Request
Process is used when a violated rule is related to Service Request (object), and the

Phase I: Conguring the Business Rule Monitor 31-3

 Business Rule Monitor Defect Process is used for a violated rule which is related to
Defect (object).
These attributes are maintained within the Business Rule Workbench, and can be viewed
by clicking the button next to the workflow field. The following table describes the
seeded workflow processes.

Seeded Workow Processes

Item Types Description

JTFBRM Business Rule Monitor Main Process

JTFBRMDF (Optional) Business Rule Monitor Defect

Process

JTFBRMPR (Optional) Business Rule Monitor Task Process

JTFBRMSR (Optional) Business Rule Monitor Service

Request Process

Proper operation of the Business Rule Monitor requires that the Business Rule Monitor
Main Process be started before starting the Business Rule Monitor. Perform the following
procedure to start these background processes. Additionally, the optional background
workflow processes may be started if necessary.

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to the Navigator - System Administrator window.

Steps
1. Select Requests > Run.
The Submit a New Request window opens.
2. Select Single Request and click OK.
3. In the Submit Requests window, type W in the Name field and select Enter on the
keyboard.
The Reports window opens and displays report names that begin with "W".
4. Select Workflow Background Process and click OK.
5. Type "bu" in the Item Type field and select Enter on the keyboard.
The Item Type window opens and displays the four Workflow background processes
required by the Business Rule Monitor.
6. Select one of the four Business Rule Monitor processes and click OK.
Leave the Minimum Threshold and Maximum Threshold fields empty.

31-4 Oracle Common Application Components Implementation Guide

 7. Enter Yes in the Process Deferred field, in the Process Timeout field, and the Process
Stuck field and click OK.
The Submit Request window appears in front.
8. Click Schedule on the Submit Request window.
The Schedule window appears in front.
9. Select Run the Job...Periodically.
More options appear for defining the time period.
10. Define the Start time and the End time. An end time of two hours after the start
time is recommended.
Warning: Be sure to define an end time. If the end time field is
blank, then the process runs indefinitely and cannot be shut off.

1. In the Rerun Every field, enter the number of minutes that defines the interval
between job runs. A rerun time of two minutes is recommended.
2. Select the From the Completion of the prior run box and click OK.
3. Repeat this entire procedure for any of the optional background workflow
processes that you require, or for your own customized processes.

Guidelines
• If the four seeded background processes are not used, you still need to run the
Business Rule Monitor Main Process, plus any of your own workflow processes that
are used. Initially select some parameters and allow the background processes to
run. Monitor their performance and tune the parameters as necessary to meet the
needs of your enterprise.
• Remember to run your workflow processes periodically, for example, every 15
minutes throughout the expected duration of the Business Rule Monitor.

Phase I: Conguring the Business Rule Monitor 31-5

 32
Phase II: Implementing Business Rules
Using the Business Rule Monitor

This chapter covers the following topics:

• Creating a New Business Rule
• Enabling a Business Rule
• Verifying an Escalation Territory
• Starting the Business Rule Monitor

Creating a New Business Rule

In addition to the seeded business rules provided with the Business Rule Monitor, you
can define your own business rules. Use the following procedure to define a business
rule.

Prerequisites
None

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Business Rule Monitor > Business Rule Workbench.
2. Enter values for the following:
• Name: The name of the new business rule.
• Object: The object for which the rule will operate.
• Check Rule Every: The time interval that you want.
• Effective: Use the LOV to select the date to start the rule.
Only put an end date to stop the rule.
• Owner: Mandatory field.

Phase II: Implementing Business Rules Using the Business Rule Monitor 32-1
 • Workflow: Chose a workflow from the drop down menu.
Attributes can be defined for the Workflow and an Owner for the business
rule. See the Guidelines section for a description of Business Rule Monitor
workflows and their attributes.
3. Use the fields in the Simple tab to define conditions when the business rule is
triggered.
4. Click Validate to check the syntax of the PL/SQL statement defined in the Simple
tab. The syntax check verifies whether or not the syntax is correct.
A dialog box confirms that the syntax validation was successful.
5. Click OK.
6. Click Generate.
A dialog box confirms that your business rule has been generated.
7. Select File > Save.

Guidelines
• You can leave the Effective Dates field empty until the time you want to start the
business rule. Once you enter the effective dates for your rule, you enable and start
the rule.
• After defining a rule, specify its condition for your rule in SQL format. This can
be done in either of the following tabs:
• Simple: Use the Simple tab to make guided SQL statements by specifying the
appropriate values for the necessary fields. For example, if your rule is defined
for a task with Open status, then you need to select Status (Task) from the
LOV in the Left Value field, “=“ in the Operator field, and “Open” from the
Right Value field.
• Complex: Use the Complex tab if you are knowledgeable in SQL and want to
directly write SQL statements.
• Workflows. Choose the appropriate workflows, attributes, and document owners
when defining a business rule.

32-2 Oracle Common Application Components Implementation Guide

Business Rule Monitor Workows
Workow Description

Notification Only An Oracle Workflow notification will be

sent. The person who receives this notification
can be selected from the Value field in the
Workflow Attributes window. Click the “...”
button, to display this attributes window.

Create a Task Only An automated escalation task will be

created. This is generated through the seeded
Automated Escalation Template Group for
Task Manager (Service Request or Defect
Management.) The owner and assignee of this
task can be selected from the Value field in the
Workflow Attributes window.

Notification and Create Task Besides the workflow notifications that will
be sent, an automated escalation task will also
be created. The owner and assignee of this
task can be specified in the Value field. If the
unassigned option is selected in the Automated
Escalation Notification Task Assignee Role field
in the Workflow Attributes window, then the
task that is created has no assignee.

Escalated Object An escalated document will be created. The

owner of this escalated document can be
specified in the Value field.

Note: The selection in the Value field can be document owner, document
owner’s HR manager, escalation territory primary contact, and business
(rule) owner. If this value is not specified, it defaults to the business
owner.

Since the automated escalation can happen to the document owner in addition to
employee resource type, the person who will receive the notifications is determined
as follows:

Phase II: Implementing Business Rules Using the Business Rule Monitor 32-3
 Document Owner Description

Document Owner The Document Owner is selected as the value

in the workflow attributes:
• If the document owner type is Employee
Resource, this document owner will receive
notifications.

• If the document owner resource is of

any other type, then the primary contact
with the employee resource type in the
escalation territory is used. If there is no
resource that satisfies this criteria, then
the primary contact with the employee
resource type in the catch-all territory is
used. Again, if there is no resource that
satisfies this criteria, then the Business Rule
Owner is used because the business rule
owner is guaranteed to be a resource of
type Employee Resource.

32-4 Oracle Common Application Components Implementation Guide

 Document Owner Description

Document Owner’s HR Manager The Document Owner’s HR Manager is selected

as the value:
• If the document owner type is Employee
Resource, then the notification is sent to
the HR manager of that resource. If there is
no resource that satisfies this criteria, then
the primary contact with the employee
resource type in the escalation territory is
used. Otherwise, the primary contact with
the employee resource type in the catch-all
territory is used, and then the Business
Rule Owner.

• If the document owner resource is of type

Group Resource, then the notification
is sent to the first resource of type
Employee Resource within the resource
group who has a manager. If there is no
resource that satisfies this criteria, then
the primary contact with the employee
resource type in the escalation territory is
used. Otherwise, the notification is sent
to the primary contact with the employee
resource type in the catch-all territory, and
then the Business Rule Owner.

• If the document owner resource is of

any other type other than employee or
group resources, then the same rule is
used— the primary contact with the
employee resource type in the escalation
territory, then the primary contact with the
employee resource type in the catch-all
territory, and then the Business Rule
Owner.

Escalation Territory Primary Contact The notification is sent to the primary contact
with employee resource in the escalation
territory. If there is no resource that satisfies
this criteria, then the notification is sent to the
the primary contact with employee resource in
the catch-all territory. Otherwise, the Business
Rule Owner.

See Also
Enabling a New Business Rule, page 32-5

Enabling a Business Rule

Before monitoring your business rules, you need to enable them first by entering the
effective dates in the Business Rule Workbench window. Use the following procedure to
first search for a rule, and then second, enable it.

Prerequisites
None

Phase II: Implementing Business Rules Using the Business Rule Monitor 32-5
Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Business Rule Monitor > Business Rule Workbench.
The Business Rule Workbench window opens.
2. Select View > Find.
3. Enter a name, an object, or other search criteria, and click Find to return to the
Business Rule Workbench. Use the up or down arrow keys to select the rule that you
want to use if there is more than one rule that matches your search criteria.
4. Enter the effective date in the Business Rule Workbench window.
5. Save your work.

Guidelines
If this rule has been generated and the Business Rule Monitor has been started, this rule
will then be monitored from the effective date. If this rule has not been generated, you
can click Generate to generate your business rules. If a business rule is generated without
problems, a note message displays “Your Business Rule has been generated.”
Note: The Generate button dynamically creates a view in the
database. This view queries the objects that fit the conditions you have
defined in the business rule and is used by the main BRM process when
it checks the rule, to detect the objects that it needs to take action about.

Verifying an Escalation Territory

The automatic assignment and notification of escalations depends heavily on the
Territory Manager module. So what happens if escalation territories are not there?
If the identity of a person who receives notifications defined in the Workflow Attributes
window cannot be determined, then a notification is sent to the primary contact for the
escalation territory associated with the source document owner’s territory if the territory
ID exists. If the territory ID does not exist, it is sent to the primary contact in the catch-all
territory, or the Business Rule Owner.
Therefore, the system administrator needs to ensure that the correct structure of
escalation territories or a catch-all territory is defined at installation time. Use the
following procedure to verify an escalation territory.

Prerequisites
None

Responsibility
CRM Administrator

32-6 Oracle Common Application Components Implementation Guide

Navigation
Navigate to the Navigator - CRM Administrator window.

Steps
1. Select Territory Manager > Territory Administration.
2. Select Administration > Search.
The Territory Search window opens.
3. Select your usage from the list of values in the Usage field.
4. Select Escalations from the Search Category field.
5. Click Search.

Guidelines
Refer to Using Territory Manager for details.

Starting the Business Rule Monitor

Use the Business Rule Monitor to monitor the workflow processes. Specify the time
interval in the Control Panel region. This sets up an Oracle Workflow process which
continuously loops and checks at a specified interval for all active business rules.
For example, suppose the Open Task business rule is defined to be checked every
hour. Now, if the interval is set to five minutes and the Start button is selected, then
the BRM starts the monitoring process. The main background process (Business Rule
Monitor Main Process) services the Business Rule Monitor looping workflow which
itself checks all the active rules, not just your Open Task rule, every five minutes to see
which of the active rules are due to be checked. If it is less than one hour since the Open
Task rule was checked last time, then this rule won’t be checked until it is due. For those
that are due, the BRM looping workflow then goes on to see if there are any objects that
violate the rule. If a high priority task has stayed open for more than four hours, then
this task will be identified. The appropriate background workflow process (such as
Business Rule Monitor Task Process) is then performed to service the escalation activity
workflow for that business rule. If the Escalate a Task (notification only) workflow is
selected in the workbench, then the task owner will receive a workflow notification
automatically. Perform the following procedure to start the Business Rule Monitor.

Prerequisites
Any workflow process that is used in the Business Rule Monitor must be started. If
you have designed customized workflow background processes, then the background
processes for these workflows must also be started. In addition, the Business Rule Monitor
Administrator profile option must be set.

Responsibility
CRM Administrator

Navigation
Navigate to the Navigator - CRM Administrator window.

Phase II: Implementing Business Rules Using the Business Rule Monitor 32-7
Steps
1. Select Business Rule Monitor > Business Rule Monitor.
The Business Rule Monitor opens.
2. Enter the time period in the Interval field. Enter a time unit (minutes or hours)
in the UOM field.
3. Click Save.
4. Click Start to activate the Business Rule Monitor.
A dialog box confirms that the Business Rule Monitor started successfully.
5. Click Workflow Monitor to view details of this process.

Guidelines
After the monitor is started, the Stop button appears. Click Stop to stop the monitor.
Click Refresh Status to get an immediate status on the BRM main process.

32-8 Oracle Common Application Components Implementation Guide

 33
Troubleshooting the Business Rule Monitor

This chapter covers the following topics:

• Troubleshooting Tips
• General Tips for Defining Rules
• Stopping the Business Rule Monitor
• Answers to Frequently Asked Questions (FAQs)

Troubleshooting Tips
If you are having difficulties using the Business Rule Monitor after implementing
it, verify the following:
• The Concurrent Manager is running.
• Workflow background processes for all Escalation Workflows are running
periodically.
• Oracle Workflow is installed and correctly running.
• Profile Option "Business Rule Monitor Workflow Administrator" is set to the Apps
user ID of a valid user with the Workflow responsibility.
• Profile Option "Escalation: Default Level" is set to a value which exists in the Define
Escalation Level form.

General Tips for Dening Rules

The following suggestions are helpful when defining rules in the BRM:
• The condition should not reflect an absolute state. Otherwise, the monitor will
keep detecting the same objects and acting upon them; you may have repeated
notifications sent.
• Use reasonable check intervals. The check interval also determines the notification
interval. So, if you check a rule every two minutes, notifications are sent every two
minutes.
• Take loop time into consideration. If the main scan cycle is set to run every ten
minutes, then there is no point in setting the check frequency to two minutes.
• Even in a simple rule, SQL syntax applies. You can use SQL functions, but you also
have to use quotes around your character values. Also use IS NULL and IS NOT
NULL instead of =NULL and <>NULL.

Troubleshooting the Business Rule Monitor 33-1

 • Verify that the view does what you intended for it to do. The simplest way to do
this is to cut and paste the view definition from the Complex tab into a SQL+ session.
• Check the performance of the view. Do a Select from your view. If it takes a long
time to return the values, then ask a SQL expert for assistance.

Stopping the Business Rule Monitor

Some patches for CRM Foundation require the Business Rule Monitor to be stopped
before the patch can continue. You can tell if the Business Rule Monitor is running by
entering the CRM Administrator responsibility and navigating to Business Rule Monitor
> Business Rule Monitor - this invokes the Control Panel. The Status field will show
’Active’ or ’Stopping’ if the Business Rule Monitor is in a running state.
To stop the Business Rule Monitor press the ’Stop’ button on the Business Rule Monitor
Control Panel. Note that the workflow background process for the ’Business Rule
Monitor Main Process’ workflow should be running in order for the ’Stop’ command to
be processed.
If the Business Rule Monitor Control Panel shows a status of ’Stopping’ for an unusually
long period of time, this is normally caused by the workflow background process not
being running at the time the ’Stop’ button is pressed. To start the workflow background
process perform the following steps:

Steps
1. Select System Administrator responsibility from the Requests menu option.
2. Select Run.
3. Run a Single Request.
1. The name is Workflow Background Process.
2. The item type is Business Rule Monitor Main Process
3. Leave min and max threshold blank.
4. Process deferred to Yes.
5. Process timeout to Yes.
4. Click OK.
5. Select the Schedule button.
6. Select Periodically.
7. Enter an end date and time of 15 minutes later.
8. Re-run every three minutes.
9. From Completion of the prior run, click OK.
10. Select Submit.
11. Note that if your Business Rule Monitor main process is running every 30 minutes, for
example, then you will need to extend the end time of the background process so
that it is still running the next time the BRM process checks for instructions.
12. You then need to wait for the BRM to do its next run so that it will process the
’STOP’ command, then the status should show ’Complete’ and you can continue
with the patch.

33-2 Oracle Common Application Components Implementation Guide

 13. You should not comment out this script and continue with the patch as this will
leave your system in an undefined state.
14. If for some reason the main BRM workflow will not process the ’STOP’ command
then you will need to abort the process from within the Workflow Monitor. To do
this:
1. Find the error notification for itemkey JTFBRM and the process ID that is
shown on the BRM control screen: these notifications are usually sent to the
SYSADMIN user.
2. View the notification for this process.
3. At the bottom of the screen there is a poplist from where you choose what you
want to happen next, select Abort.
4. After a short while the process should stop.

Answers to Frequently Asked Questions (FAQs)

The following are frequently asked questions. Answers to these questions may help you
in troubleshooting problems with the Business Rule Monitor.

What is the relationship between the following "Time Related Features"?

Answer: In Business Rule Monitor (BRM), you have the option to select how often
(in <<Interval>> Field) you want the BRM to check the rules noted in Business Rule
Workbench (BRW).
In BRW, you have option to select how often (in <<Check Rule Every>>, <<Tolerate
Condition For>> Fields) you want the BRM to check the rule noted here.
In Workflow background process (WBP), you have option to select how often you want
to run the workflow background process.

How Are The Parameters Discussed In Step 1 Related?

For example, you can set five minutes as the Interval in BRM, set one minute in Check
Rule Every in BRW for one of the rules AND only run the Workflow background
process every DAY, then what will happen?
What is the point of reference for time in the BRM? If it is run at 12:00 PM, and started
at 12:05 PM, will the BRM continue to check every five minutes until a specified time?
Answer: Be realistic when setting the time intervals as there is no cross-referencing
between them, so all times are independent of each other.
In the example of having the BRM run every five minutes, the BR check every minute
and the WBP run once a day, then the BRM will run once when the WBP 24-hour
anniversary occurs each day. The checking of the actual BR will depend on when its
WBP is next run after the BRM has run. The Workflow processes cannot do anything
unless the WBP associated with that process is executed, so the timing of the BRM is
dependant on when the WBP runs.
The point of reference for the BRM is when the ’Start’ button was pressed in the Control
screen. So if it is started at 12.00 pm to run every five minutes, then it will check at
12.00 pm, then at 12.05 pm, until the ’Stop’ button is pressed OR until the WBP stops
repeating. However, this is dependent on when the WBP is run for the BRM Main

Troubleshooting the Business Rule Monitor 33-3

 Process. If the WBP is run from 12.00 pm every one minute then the above will hold
true. However, if it is run every two minutes then it will only check at 12.02 pm, 12:04
pm, 12:06 pm, and so forth, so the 12:05 pm run of the BRM will be delayed by a minute.
For each BR the timing is taken from when the last iteration of that BR occurred. This is
affected also by the timing of the WBP for that individual BR Process, in the same way
as the main BRM as explained above, plus the timing of the main BRM run and how it
coincides with the timing of each BR check.

Can You Stop the Notications From Repeating?

Once the conditions set in a Business Rule are met, then the notifications are sent
continuously. Is this the intended functionality? Do you have the option to have a flag
to indicate that only one notification should be sent?
Answer: If you choose to send a notification or create a Task, then that will happen each
time the BR is checked if the condition is still true. This is as designed, you should set the
BR interval to how often you want the notification to be sent. If you want to send the
notification only once then you can either customize the Escalation Activity code to do
that, or raise it as an Enhancement Request which will be considered for a future release.

Can You Expand the Fields Available From The 3D View?

In the BRW, you are limited to fields in the CS_BRM_3D_SERVICE_REQUEST_V
view. For example, there is no problem code field in CS_BRM_3D_SERVICE_
REQUEST_V. Is there an option to use fields from other tables or views?
Answer: The seeded 3D view makes available the fields that you see on the Service
Request UI that are audited. You only use the fields that are audited because this is how
you are able to detect how the values have changed over time. If you need additional
fields then you can use the ’Complex’ style of rule definition to specify these in standard
SQL format.

How Do You Control Who Receives the Workow Notications?

When defining business rules, you have the ability to associate a Workflow process with
each business rule. It is the Workflow process that generates the notifications.
The client can view the definition of these seeded workflow processes in the Workflow
builder, however, it is not clear as to how the process determines whom the notifications
should be sent to. For example, in the Workflow Builder, viewing the process definition
of "Escalate a Service Request (notification only)", it has a notification activity called
"Object Conformed to a Rule" which sends a notification to a role defined in the
"Notification Person" item attribute.
What is the default behavior of this workflow process? What is the hierarchy of criteria
that the system uses to determine who to notify?
Answer: Select the button labelled "..." which is next to the Workflow LOV. This brings
up the Workflow Attributes window, and from there you can select a value for each
of the attributes for that specific Workflow process. For example, for the notification
workflow you can choose the Notification Role, which is the role of the (in relation to the
object, i.e. Service Request) who you want the notification to go to. The options are:
• Business Owner
• Document Owner

33-4 Oracle Common Application Components Implementation Guide

 • Document Owner’s HR Manager
• Escalation Territory Primary Contact
The default setting is Business Owner, which is the owner of the Business Rule. If an
individual resource cannot be identified programmatically for any reason, then the
notification will always default to Business Owner.

Where Can I View the Workow Process Launched by the BRM?

I want to see if anything is happening for the rule I created which has six records in
the database that have matched criteria. I completed all the necessary preliminary
set ups to get the BRM running.
Answer: Perform the following steps.
1. First check that the rule will actually return the records that you think it should. Do
this by going to the Complex tab in the rule definition and copy the text into
SQL*Plus. If it returns rows, then the rule is fine, if not then re-examine your
rule. Start simply, such as ’Task Number’ = ’12345’.
2. If rows are returned, then next look at the Workflow processes using the
Workflow Monitor. Ensure that the SYSADMIN user has ’Workflow’ responsibility
attached, then connect to Applications as SYSADMIN through the PHP login for
the instance that you are using.
3. Under the heading ’Self Service’, click Workflow.
4. At the next page click View Progress.
5. In ’Item Type’ choose the name of the Workflow process that you believe should be
invoked for your rule. For example, any of the Task seeded Workflow processes
would use ’Business Rule Monitor Task Process’.
6. Click Find. All of the Workflow processes that have been started in that instance will
be displayed. Drill down into the details of each process.
7. If there are none, there can be a problem with the main BRM Workflow. You can look
at its progress using the same method, but select Business Rule Monitor Main
Process.
It could be that there is a problem with the Workflow you are using, so again it is
suggested that you try the simplest case first so that you can see it working. Try using
the ’Escalate a Task - send a Notification’ seeded Workflow and have the notification sent
to the ’Business Rule Owner’ or the ’Document Owner’.

Troubleshooting the Business Rule Monitor 33-5

 34
Verify the Implementation

This chapter covers the following topics:

• Oracle Common Application Components Implementation Verification Tasks

Oracle Common Application Components Implementation Verication

Tasks
This section covers the following topics:
• Running Diagnostic Tests, page 34-1
• Verification Task List per Module, page 34-2

Running Diagnostic Tests

Before proceeding with the implementation of the Common Application
Components, run the applicable diagnostic tests available through the HTML System
Administrator Console. You can troubleshoot any setup and installation problems of the
technology foundation and certain participating applications such as Foundation. Note
that a product module must be registered with the diagnostic tool before diagnostic tests
for it become available.
Additionally, you can register and employ new diagnostic tests, run test groups and
individual tests, and manage tests and test groups. An implementor would most likely
either verify using the Basic tab or the Advanced tab. The type of tests that are available
depend on which application you test.
Each test generates a report if a problem is encountered. The report identifies the
problem and provides a suggested resolution to the problem.

Accessing the HTML Diagnostic Test Set

The HMTL Diagnostic Test Set can be accessed in one of two ways:
• Selecting the Diagnostics tab in the System Administrator Console
• Using a variation of the following URL:
tap://<hostname>:<portnumber>/OA_HTML/jtfqalgn.htm

Selecting the Diagnostic Level that is Appropriate

The Diagnostic Tool contains three functional areas:

Verify the Implementation 34-1

 • Basic: Use the links on this tab to automatically run all the listed diagnostic tests or
to run specific tests. Define test input parameter values using the Configuration tab.
• Advanced: Use the links on this tab to test specific CRM modules or groups. Enter
input parameter values for the specific test directly in this window.
• Configuration: Use this window for test and group administration and to configure
any necessary test input parameters.
Note: Consult the Diagnostic Tool user interface for a description
of each test.

Viewing the Diagnostic Reports

After a test is run, a summary appears on the Results window. To access the
report, double-click the report icon.

Log-in Issues
A commonly reported problem is the inability of a user to log in to the
console. Frequently, this has nothing to do with the setup of the HTML Tech Stack or the
System Administrator Console. The problem is that user data, especially numeric data, is
entered incorrectly during user definition. This can effectively make it impossible to log
in to the Console and correct the problem. The independent URL for the Diagnostic Tool
then becomes the portal for pinpointing and correcting the error.
Note: Refer to the Understanding Diagnostics section in the
Oracle Applications CRM System Administrator’s Guide for additional
information.

Verication Task List per Module

After you complete the configuration and setup of all the Oracle Common Application
Components modules, verify that you can perform the tasks outlined in the following
table to ensure that you have setup the module correctly.

34-2 Oracle Common Application Components Implementation Guide

Common Application Components Verication List
Foundation Module Task Reference

HTML Tech Stack Login to HTML Applications Oracle Applications CRM System
as System Administrator Administrator’s Guide.

User Management Register and approve a new Oracle Common Application

user Components User’s Guide

Resource Manager • Import a resource (Forms) Oracle Common Application

Components Implementation
• Create a salesperson Guide
(Forms or HTML)

• Create a group resource

(Forms or HTML)

Notes Create a note for a task Oracle Common Application

Components User’s Guide

Assignment Manager • Assign a resource to a task Oracle Common Application

Components User’s Guide

Task Manager Create a task Oracle Common Application

Components User’s Guide

Calendar (Forms) Assign a resource to a shift Oracle Common Application

Components Implementation
Guide

Calendar (HTML) • Create an appointment Oracle Common Application

Components User’s Guide
• Invite attendees

Escalations Escalate a task Oracle Common Application

Components User’s Guide

Business Rule Monitor Ensure that a rule is violated Oracle Common Application
and appropriately escalated Components Implementation
Guide

You must be able to complete each task successfully, or your Oracle Common Application
Components modules will not work properly. If you are unable to complete a task
successfully, then correct the problem before continuing.

Verify the Implementation 34-3

 A
Prole Options

This appendix covers the following topics:

• Before You Begin
• About Profile Options
• Setting Profile Options
• Common Application Components Profile Options

Before You Begin

This appendix chapter describes profile option settings that are required for
successful implementation. These profile options are only for Common Application
Components. For additional functionality, you may need to set additional profile
options from the appropriate calling applications. Consult the calling application’s
documentation for additional information.
Before making Oracle Forms settings, ensure that all Oracle Applications server
processes are up and running. In particular, if you stopped concurrent managers before
applying Oracle Applications patchsets, restart them now by changing to
$COMMON_TOP/admin/scripts
and executing
adcmctl.sh <APPS username/APPS password> start.

About Prole Options

You set profile options whenever you want the application to react in different ways for
different users, depending on specific user attributes. Profile options affect the way the
applications run. Oracle Application Object Library establishes a value for each option
in a user’s profile when the user logs on or changes responsibility. Oracle Application
Object Library provides many options that you can set to alter the user interface of the
applications to satisfy individual preferences.
Profile options are defined and can be set at four levels:
• Site
• Application
• Responsibility
• User

Prole Options A-1

 You define a profile option to determine which subset of the organization’s data your
end user views. From the point of view of a System Administrator or end user, profile
options that are defined are indistinguishable from those provided by Oracle Application
Object Library.

Site Level
Site is the lowest user profile level. Site-level option values affect the way all applications
run at a given installation.

Application Level
Application is the user profile level immediately above Site. Application-level option
values affect the way a particular application runs.

Responsibility Level
Responsibility is the user profile level immediately above Application. Responsibility-
level option values affect the way applications run for all users of a responsibility.

User Level
User is the highest user profile level and is immediately above Responsibility. User-level
option values affect the way applications run for an application user.
Example
Oracle Application Object Library provides a site-level Printer option, an
application-level Printer option, and so on. Oracle Application Object Library enforces
the level hierarchy to ensure that higher-level option values override lower-level
values. As a result, if your Site-level Printer value is "New York", but your User-level
Printer value is "Boston" your reports print on the Boston printer.

Setting Prole Option Values

A System Administrator can set values for profile options at each profile level. You
can set default values for your new profile options by using the System Administrator
responsibility. Typically, a System Administrator sets site-level option values after
installing Oracle Application Object Library-based applications at a site. These site-level
option values then work as the defaults until the System Administrator or end user sets
them at higher levels. Oracle Application Object Library derives run-time values for each
user’s profile options based on values the System Administrator sets at each level. An
option’s run-time value is the highest-level setting for that option.
Example
For a given end user, the Printer option is set only at the Site and Responsibility
levels. When the end user logs on, the Printer option sets the value at the Responsibility
level, since it is the highest-level setting for the option. If the default value of a user
profile option at any level is inappropriate, the System Administrator can change it at any
time. This change takes effect as soon as end users log on again or change responsibilities.

See Also
The appendix in the Oracle Applications System Administrator’s Guide.

Setting Prole Options

A user profile is a set of changeable options that affect the way your application looks
and behaves. As System Administrator, you control how Oracle Applications operate by

A-2 Oracle Common Application Components Implementation Guide

 setting user profile options to the values you want. You can set user profile options at
four different levels: site, application, responsibility, and user. Perform the following
steps to set profile options.

Prerequisites
None

Responsibility
System Administrator

Navigation
Navigate to Profile > System.

Steps
1. In the Find System Profile Values window, select an appropriate check box for the
profile option that you want to set before clicking Find.
The System Profile Values window opens with the profile option you searched for.
2. Set an appropriate value for your profile option if the check box is selected:
1. Set the Site value.
This field displays the current value, if set, for all users at the installation site.
2. Set the Application value.
This field displays the current value, if set, for all users working under
responsibilities owned by the application identified in the Find Profile Values
block.
3. Set the Responsibility value.
This field displays the current value, if set, for all users working under the
responsibility identified in the Find Profile Values block.
4. Set the User value.
This field displays the current value, if set, for the application user identified in
the Find Profile Values block.
You should set site-level default values for any required options after installation
of an application. If you do not assign a particular profile option at any of the
four levels, that option does not have a default value and may cause errors when
you use forms, run reports, or run concurrent requests.
3. Save your work.
Note: For Business Rule Monitor profile options, enter the name of
the workflow administrator in the Site field. This user is the one
that you previously named in Defining the Owner of the Workflow
Process.

Common Application Components Prole Options

This section summarizes the Oracle Common Application Components profile options
per module that you need to set.
• Notes, page A-4

Prole Options A-3

 • Gantt, page A-4
• Assignment Manager, page A-6
• Task Manager, page A-10
• Calendar, page A-17
• Escalation Manager, page A-21
• Business Rule Monitor, page A-22
See: About Profile Options, page A-1 and Setting Profile Options, page A-2.

Notes Prole Options

The following table describes the profile options that are specific to Notes.

Notes Prole Options

Name Default Value Level Description Outcome

Notes: Default Public Site This profile If you select

Note Status option sets the Publish, then
default note that is the default
status. Profile value shown in
option values the Status drop-
include private, down list when
public, or publish. creating a new
note.
If no profile
option is set,
default is Public.

Notes: Default N/A Site This profile Set the desired

Note Type option sets the value to the note
default note type. If this
type only to the profile option is
Notes in Oracle not set or the note
Applications type default value
Framework. It is not mapped
does not apply to a source, then
to the HTML there will not
and Forms-based have a default
Notes. value in the Note
Type field during
note creation.
Otherwise, the
default note type
will appear in the
field.

Gantt Prole Options

The following table describes the profile options that are specific to Gantt

A-4 Oracle Common Application Components Implementation Guide

Gantt Prole Options
Name Default Value Level Description Outcome

JTF_GANTT_ 60 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
DAYS_MODE to automatically the user does not
readjust (snap) specify a snap
during drag and value.
drop operations
in the "Day" view.

JTF_GANTT_ 60 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
SIX_HOURS_ to automatically the user does not
MODE readjust (snap) specify a snap
during drag and value.
drop operations
in the "6 Hour"
view.

JTF_GANTT_ 30 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
THREE_HOURS_ to automatically the user does not
MODE readjust (snap) specify a snap
during drag and value.
drop operations
in the "3 Hour"
view.

JTF_GANTT_ 15 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
HOURS_MODE to automatically the user does not
readjust (snap) specify a snap
during drag and value.
drop operations
in the "Hour"
view.

JTF_GANTT_ 10 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
30MIN_MODE to automatically the user does not
readjust (snap) specify a snap
during drag and value.
drop operations
in the "30 Minute"
view.

Prole Options A-5

 Name Default Value Level Description Outcome

JTF_GANTT_ 5 minutes User Enables the start Snaps to the

SNAP_VALUE_ or end of a taskbar default value if
15MIN_MODE to automatically the user does not
readjust (snap) specify a snap
during drag and value.
drop operations
in the "15 Minute"
view.

JTF_GANTT_ Day Mode Site Application Enables Specifies one

DEF_TIMELINE_ Responsibili- specification of six available
MODE tyUser of one of the modes on startup.
following modes
upon startup:
• 15 Minutes
Mode

• 30MIN

• Hours Mode

• 3 Hours
Mode

• 6 Hours
Mode

• Days Mode

Assignment Manager Prole Options

The following table describes the profile options that are specific to Assignment Manager.

Assignment Manager Prole Options

Name Default Value Level Description Outcome

Activate Auto Yes Application This profile If you set this

Selection of option is set profile option
Resources to activate the to No, the
auto-selection Assignment
of resources by Manager engine
the Assignment will automatically
Manager engine. make a selection
The engine from the provided
uses this profile list of resources.
option setting to
determine where
the user needs to
make a selection
from the provided
list of resources,
or if this task
is performed
automatically by
the Assignment
Manager engine
itself.

A-6 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

Activate No Application This profile If you set this

Contracts option is set profile option
Preferred to retrieve to No, it will
Resources the preferred uncheck the
resource Contracts in
information from the Assignment
the Contracts Manager.
module. The
engine uses
this profile
option setting
to determine
whether the
Contracts
Preferred
Engineers are
picked up
automatically by
the Assignment
Manager engine
or not.

Activate Installed No Application This profile If you set

Based Preferred option is set this profile
Resources to retrieve option to No,
the preferred it will uncheck
resource Territories in
information from the Assignment
the Installed Manager.
Base module.
The engine
uses the profile
option setting
to determine
whether the
Installed Base
Preferred
Engineers
are picked
automatically by
the engine.

Activate No default value Application This profile This profile

Workflow Name option is set option is an
to a user- additional filter
defined workflow based on the
procedure name. user’s criteria.
This workflow
procedure is user-
programmed
code for further
filtering the
resources. The
engine retrieves
the procedure
name from this
profile option,
and uses it to
process the user’s
request.

Prole Options A-7

 Name Default Value Level Description Outcome

JTFAM: Resource Employee Site This profile This profile

Type for Resource option sets the option is a
Unassisted Mode default value for convenience
resource type in to the user
the unassisted who wants the
mode. resource type to
be the defaulted
value in the
unassisted mode.

A-8 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

JTFAM: Resource Contracts Site This profile If Contracts

Search Order Preferred option sets the Preferred
Resource default order Resource is
for resource selected, then
selection between Assignment
Contracts and Manager engine
Installed Base if checks Contracts
both check boxes preferred
are selected in resources first.
the Assignment If a Contracts
Manager for a preferred
service request resource is found,
assignment. then stop the
process. If
not, then check
the Installed
Base preferred
resources.
If a Installed
Base preferred
resource is
found, and stop
the process.
If not, then
continue check
the territories.
If Installed
Base Preferred
Resource is
selected, then
Installed Base
preferred
resources are
checked first,
if a resource is
found, then stop
the process.
If not, then
continue check
the Contracts.
If "Both Contracts
and Installed
Base" is selected,
then Assignment
Manager checks
both preferred
resources
simultaneously
before retrieving
qualified
resources
from winning
territories.

Prole Options A-9

 Name Default Value Level Description Outcome

JTFAM: Usage All Site This profile If it is set to All,

for Groups and option sets the then all group or
Teams default value for team resources,
the group and regardless of its
team resource usage, are all
selection used in displayed in the
a service request Gantt chart. If it
assignment. is set to Support,
then only the
group or team
with Support
usage can then
be retrieved for
a service request
assignment.

JTFAM:Hour HR Site Tasks contains By default if the

UOM code used a profile that value is not set for
by AM for Tasks defines the Time this profile "HR"
Class used to is considered to
define a task be the UOM that
duration. The denotes Hour.
UOM (Unit of
Measure) that
defines Hour in
that time class
must be set for
this profile.

JTFAM:Use Yes Site This functionality When set to

Current Date, enables the Yes, the sysdate/
Time for sysdate/time time is used to
Assignments to be used for determine a task
determining a start date. When
task start date. set to No, a
date and time
that precede the
sysdate and time
can be used to
determine the
task start date.

JTFAM:Filter Yes Site This functionality When set to

resources based filters resources Yes, the profile
on group based on group option filters
membership membership. resource by group
membership.
When set to No,
filtering does not
occur.

Task Manager Prole Options

The following table describes the profile options that are specific to Task Manager.

A-10 Oracle Common Application Components Implementation Guide

Task Manager Prole Options
Name Default Value Level Description Outcome

Task Manager: Meeting Site Use the Default Set the value to
Default Task Type Task Type profile the task type
option to set that you want to
the default task appear in the task
type. Possible type drop-down
values include list when you are
appointment and creating a task.
lead.

Task Manager: Open Site Use the Default Set the value to
Default Task Task Status the task status
Status profile option to that you want to
set the default appear in the task
task status. status drop-down
Possible values list when you are
include open and creating a task.
completed.

Task Manager: Accepted Site Use the Default Set the value
Default Assignee Assignee Status to the assignee
Status profile option to status that you
set the default want to appear
assignee status. in the Assign To
Status drop-down
list when you are
creating a task.

Task Manager: Medium Site Use the Default Set the value to
Default Priority Priority profile the task priority
option to set that you want to
the default task appear in the task
priority. Possible priority drop-
values include down list when
critical and you are creating a
medium. task.

Task Manager: No default value Site Use the Default Set the value
Default Task Task Owner to the name of
Owner profile option the default task
to set the default owner.
task owner.

Task Manager: No default value Site Use the Owner Set the value to
Owner Type for Type for Task the owner type
Task profile option to for the task.
set the default
owner type.
Possible values
include employee
resource and
party.

Prole Options A-11

 Name Default Value Level Description Outcome

Task Manager: Scheduled Site Use the JTF Set the value to
JTF Tasks Default Tasks Default the default date
Date Selected Date Selected that you want
profile option to to default in
set the default the Create Task
date selected. window.
Possible values
include Planned,
Scheduled, or
Actual.

Task Manager: No default value Site The Task APIs The value of this
Task APIs to to Determine profile option
Determine if if Security is should always be
Security is Implemented set to No.
Implemented profile option
is reserved for
future use.

Time Unit of Time Site Use the Time Depending upon

Measure Class Unit of Measure the value of this
Class profile profile, the Time
option to define UOM codes are
the time unit of shown in the
measure class list of values. If
in the inventory the value of this
module. profile changes,
then there will be
Depending on
a discrepancy
the time unit of
between the
measure class,
existing data and
you will see
the new LOV
the list of UOM
shown for the
codes in the Tasks
new Time UOM
module.
class.
Oracle strongly
recommends
the value of this
profile should
NOT be changed
after the system in
the production

Task Manager: Yes Site The View All Task Do not change
View All Task Privileges profile the value of this
Privileges option is reserved profile option.
for future use.

Task Manager: No Site The Delete Any Do not change

Delete Any Task Task Privileges the value of this
Privileges profile option profile option.
is reserved for
future use.

A-12 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

Task Manager: ... Site Use the Set the value that
Use the Indicator of Data is appended to
Indicator of Data Truncation profile the source object
Truncation option to store a name of a Task
three-character when it has been
code which is truncated.
appended to the
source object
name of a Task
when it has been
truncated. The
default value of
this profile option
is ’...’.
For example, if
the source of a
Task is a Party, the
name may be too
large to store in
the source_object_
name column. If
the name: "This
is a very long
name to test
the truncation
indicator
functionality" (71
chars) is passed
to the Task API as
the source object
name, it is written
to the Task record
as: "This is a very
long name to test
the truncation
indicator..." (60
chars). The
default value of
this profile option
is ’...’.

Task Manager: No default value Site Use the Create Set the value to
Create Quick Task Quick Task profile Yes if you want
option to display the "Create Quick
the "Create Task" button to
Quick Task" appear in the Task
button on the Summary.
Tasks Summary
Set the Value to
window.
No if you do not
want the button
to appear in the
window.

Prole Options A-13

 Name Default Value Level Description Outcome

Client Timezone America/Los_ Site The Client Time Set the value
Angeles zone profile to the location
option is used where your
by Calendar to set appointments
the default time take place.
zone for the client
Setting the time
in the Create
zone from the
Appointment
profile link in the
window.
Calendar UI is
another way to set
and update this
profile value.

Task Manager: No Site The Task If the value is set

Send Manager: Send to No, then no
Notifications to Notifications to notification will
Group or Team Group and Team be sent to group
Members Members profile or team members.
option provides
If the profile
the ability to
option is set to
notify either the
Yes, then the
Owner or the
system looks at
Assignee of a
any resources of
Group or Team
type Group or
resource, when a
Team and expand
task is modified.
them to include
This profile any of their
option is for members whose
workflow only. resource type is
RS_EMPLOYEE,
RS_PARTY
or PARTY_
PERSON.
When adding a
resource to the
notify list, the
system checks to
see if the resource
is already on the
list before adding
it.

Task Manager: No Site The Task Set the value to

Automatically Manager: No, for the task
Launch Workflow Automatically workflows not to
Launch Workflow be initiated by the
profile option is API.
used to determine
If the value is set
whether to send
to Yes, then task
the automatic
workflows are
notifications or
initiated by the
not.
API. The default
value is No.

A-14 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

Task Manager: No Site The Task If the value is set

Abort Previous Manager: Abort to No, then the
Task Workflow if Previous Task previous Task
it is still active Workflow if it is Workflows that
still active profile are still active are
option is used not aborted.
to determine
If the value is set
whether to abort
to Yes, then the
the previous
previous Task
workflow
Workflows that
processes before
are still active are
starting the next
aborted.
one.

JTF_TASK_ Source User The JTF_TASK_ Set the value

SUMMARY_ SUMMARY_ to Source to
SOURCE SOURCE profile have all tasks
option sets the created with a
view drop-down particular source
list value in the in the contextual
Task Summary window.
context sensitive
Set the value to
window. Possible
All to have all
values are Source
tasks created with
and All.
a source as well as
those which refer
to that source
in the context
sensitive Task
Summary.

Task Manager: No Site Use the Task If the profile

Mass Task Manager: Mass option is set to
Reassign Access Task Reassign Yes, the Task
Access profile Reassignment
option to window is
display the Task accessible and the
Reassignment administrator is
window. able to reassign
tasks. If the
value is set to
No, then the Task
Reassignment
window is not
accessible and a
relevant message
is shown.

Prole Options A-15

 Name Default Value Level Description Outcome

JTF Sync: Oracle Business System This profile All business

Category Value option is used contacts
in the Palm downloaded to
and Outlook the offline device
synchronization will be created
process. with this category.
If the category
It is to set the
does not exist
default value
in the offline
for the category
device, then it will
while trying
be created upon
to download
synchronization.
business contacts
to the offline
device.

Task Manager: Yes Site This profile If it is set to Yes,

Copy Task Start option is used the task start date
Date to End Date to control the is defaulted from
task start and the system date
end date for the and the task end
Palm and Outlook date is defaulted
synchronization. to the task start
date.
For example, if
it is set to Yes,
then any changes
the user made
to the task start
date while the
user is in the task
creation screen
will automatically
be populated to
the task end date
field.

Task Manager: Full Access Site Use the Task If Full Access is
Set Context Data Manager: Set selected, then
Security Context Data all the tasks
Security profile related to the
option to set task context can be
data security viewed, updated,
for the context and deleted. If
sensitive task Security Access
instances. is selected, then
whether the task
for that context
can be updateable
is based on the
privileges granted
to the user.

A-16 Oracle Common Application Components Implementation Guide

 Name Default Value Level Description Outcome

Task Manager: Yes Site Use the Task If it is set to Yes,

automatically Manager: then workflow
launch workflow automatically notification will
launch workflow be sent when
profile option subscribed events
to disable the are raised. If
task subscription it is set to No
workflow events. which disables the
workflow event,
then no workflow
notifications will
be sent when
subscribed events
are raised.

Task Manager: No Duration Site Use the Task If this profile is

Default Duration Manager: Default set, then the task
Duration profile end date can be
to set the default automatically
value of the calculated based
duration field. on start date and
time plus the
duration.
This profile
option overrides
the profile "Task
Manager: Copy
Start Date to End
Date" if both
profiles are set.

Task Manager: Yes Site Use the Task If it is set to the

Restricted Task Manager: default value
Update Restricted Task "Yes", then
Update profile tasks created
option to allow from other
task updates in sources cannot
the standalone be updated in
Forms-based the standalone
Tasks. Forms-based
Tasks to avoid
breaking product
specific business
rules enforced on
the task. If it is
set to "No", then
users can update
contextual tasks.

Calendar Prole Options

The following table describes the profile options that are specific to the HTML Calendar.

Prole Options A-17

 Calendar Prole Options
Name Default Value Level Description Outcome

JTF HTML No default value User The JTF HTML Set the value to
Calendar Calendar the username
Administrator Administrator of the calendar
profile option user who grants
sets the group and public
Calendar System calendar requests.
Administrator
who grants
approval and
subscription
requests for
group and public
calendars.

Client Timezone America/Los_ Site The Client Time Set the value
Angeles zone profile to the location
option is used where your
by Calendar to set appointments
the default time take place.
zone for the client
Setting the time
in the Create
zone from the
Appointment
profile link in the
window.
Calendar UI is
another way to set
and update this
profile value.

JTF HTML No Site The JTF HTML Set the profile

Calendar Task Calendar Task option to Yes to
Span Days Span Days profile have your tasks
option sets tasks that span over
that spans over more than one
more than one day to appear
day to appear continuously
continuously across days on
across days on your personal
your personal calendar.
calendar.
If the value is
set to No, the
task shows as a
memo for each
day affected.

JTF_PROFILE_ 22946 User The JTF_PROF Set the value to

DEFAULT_RES ILE_DEFAULT_ correspond to
PONSIBILITY RESPONSIBIL the calendar user.
ITY profile option The user value is
sets the default 22946.
responsibility
when using
calendar as
a stand-alone
application.

A-18 Oracle Common Application Components Implementation Guide

Name Default Value Level Description Outcome

JTF_PROFILE_ 690 User The JTF_PROF Set the value to

DEFAULT_APPL ILE_DEFAULT_ correspond to
ICATION APPLICATION the calendar user.
profile option The user value is
sets the default 690.
application when
using calendar
as a stand-alone
application.

ATGCA: Enable No User The "ATGCA: If it is set to

Web Mail Enable Web Mail" Yes, then you
profile option is can launch
used to enable webmails through
or disable web the Availability
mails sent from window. If it is
an integrated set to No, then
webmail, such you cannot send
as Oracle webmails, but
Collaboration HTML "mailto:"
Suite, through attribute will be
the Calendar used instead.
Availability
window.

ATGCA: Web N/A User The "ATGCA: Set valid server

Mail Server URL Web Mail Server URL for the web
URL" profile mail server in
option is used order to send web
to specify the mails through
URL address for an integrated
the integrated web mail,
webmail server. such as Oracle
Collaboration
Suite, from
Availability view.

Prole Options A-19

 Name Default Value Level Description Outcome

Self Service No User This "Self Service If it is set to

Accessibility Accessibility "Screen Reader"
Features Features" profile or "Yes", then
option is used users can access
to access the the Accessibility
Accessibility Daily View page.
Daily View page If it is set to
in the Oracle "No", then users
Applications cannot access this
Framework based accessibility page.
Calendar.

Applications SSO Both (Site level) Site and User The "Application Since any changes
Login Types levels SSO Login Types" to the password
Local (user level)
profile option is stored at the local
used to allow the application level
Palm and Outlook (such as Oracle
synchronization E-Business Suite)
to work properly can be passed to
if it is set to "Both" Oracle Internet
when using the Directory (Single
Single Sign-On Sign-On server),
(SSO) feature. but not vice versa
which means
that a user’s
single sign-on
password will
not necessarily
be synchronized
with his local
application’s
password.
Therefore, if it
is set to Both, then
the sync required
username and
password are
stored both at the
local application
level and the
external Oracle
Internet Directory.
If it is set to SSO,
then the sync
required login
information is
stored externally
at the SSO Server
only. If it is set
to Local, then
the sync required
login information
is stored at the
local application
level which means
that the login
is only allowed
through the
Oracle E-Business
Suite local login
if there is any
update.

A-20 Oracle Common Application Components Implementation Guide

Escalation Manager Prole Options
The following table describes the profile options that are specific to Escalation
Management.

Escalation Manager Prole Options

Name Default Value Level Description Outcome

Escalation: Close Yes Site The escalation If set to Yes, then

Only When De- document cannot it can regulate the
escalated be closed (you escalation status
cannot set up change sequence
the escalation from De-escalated
status to ’Close’) to Close.
without first
If set to No, then
changing the
it will not.
Escalation Level
to ’De-escalated’.

Escalation: Employee Site This profile You can also set it

Default Contact option sets the to Customer, and
Type default contact then it will default
type to Employee the contact type to
in the Contacts Customer.
tab.

Escalation: Name Site This profile See description.

Default Escalation option sets the
Owner default escalation
owner to a specific
resource name,
such as John
Smith.

Escalation: Phone Site This profile You can also set it

Default Customer option sets the to other values
Contact Point default customer such as Cell,
contact point Email, Pager, or
to Phone in the Web.
Contacts tab.

Escalation: Task Manager Site This profile You can also

Default option sets the set it to other
Document Type default document values such as
type to Task in the Service Request
Document field or Defects.
on the Reference
Document tab.

Escalation: Work Site This profile You can also set

Default Employee option sets the it to other values
Contact Point default employee such as Home,
contact point Mobile, or Pager.
to Work in the
Contacts tab.

Escalation: Level 1 Site This profile You can also set

Default Escalation option sets the it to other values
Level default escalation such as Never
level to Level 1. Escalated, Level 2,
or De-Escalated.

Prole Options A-21

 Name Default Value Level Description Outcome

Escalation: Open Site This profile You can also set

Default Status option sets the it to other values
default escalation such as Closed or
Status field to Working.
Open.

Escalation: General Note Site This profile You can also set
Default New Note option sets the it to other values
Type default note type such as Event or
to General Note if Approved.
additional notes
are attached to
an escalation
document.

Escalation: Yes Site This profile You can also set it

Default Notify option sets the to No, which will
(Y/N) default Notify leave the check
check box to box "unchecked"
"checked" in the in the Contacts
Contacts tab. tab.

Escalation: Slow Progress Site This profile You can also

Default Reason option sets the set it to other
Code default escalation values such as
Reason field to Unacceptable
Slow Progress. Solution, or
Unresponsive
Owner.

Escalation: Escalation Site This profile You can also set

Default Reference option sets the it to other values
Type default escalation such as For Your
reference type Information.
to Escalation in
the Reference
Document tab.

Business Rule Manager Prole Options

The following table describes the profile options that are specific to the Business Rule
Monitor.

Business Rule Monitor Prole Options

Name Default Value Level Description Outcome

Business No Default Value Site This profile The

Rule Monitor option must be Administrator
Workflow set first in order to can receive
Administrator grant this profile workflow
option to the notifications
BRM Workflow when the
Administrator. monitoring
process starts and
stops, and also
when errors are
detected.

A-22 Oracle Common Application Components Implementation Guide

 B
Concurrent Programs

This appendix covers the following topics:

• About Concurrent Programs
• Running Concurrent Programs
• Common Application Components Concurrent Programs

About Concurrent Programs

This appendix chapter contains information relating to concurrent programs. These
concurrent programs belong to Core Application Components and for additional
functionality, you may need to run additional concurrent programs from the appropriate
calling applications. Consult the calling application’s documentation for additional
information.
Concurrent programs are tasks run by a concurrent manager. A concurrent process runs
simultaneously with interactive functions and other concurrent processes. A concurrent
manager coordinates the processes generated by user’s requests to run various
data-intensive programs. A Foundation module can have several concurrent programs.
System administrator run concurrent programs periodically to update and synchronize
their information.

Running Concurrent Programs

The following is a general procedure for running a concurrent program. Refer to the
applicable chapter for specific information on running each specific concurrent program.

Prerequisites
None

Responsibility
CRM Administrator or
System Administrator

Navigation
Navigate to the Navigator - CRM Administrator window, or
Navigate to the Navigator - System Administrator window

Concurrent Programs B-1

Steps
1. Select Request > Run.
The Submit a New Request window opens.
2. Select Single Request.
3. In the Name field in the Submit Request window, select your chosen concurrent
program.
4. Enter additional information if necessary in the appropriate fields.
5. Click Submit.

Common Application Components Concurrent Programs

The following modules use concurrent programs:
• Task and Calendar, page B-2

Task and Calendar Concurrent Program

The following table describes the type of seeded program, its use, and the frequency in
which you need to run it.

Task Manager Concurrent Programs

Name Description Frequency

Rebuilding Intermedia Index This program is used to rebuild As needed

for Task Names the intermedia index so a user
can use the quick find to search
for new and updated tasks as
well as to search by task name.

B-2 Oracle Common Application Components Implementation Guide

 Glossary

approval
An optional feature in User Management, whereby approvers can reject or approve new
user accounts. In the User tab, the System Administrator Console provides windows
so you can view, create, modify, delete, enable, and disable approvals, including those
for specific organizations.

approval ow
The approval flow is a predefined flow of steps required to approve user registration or
service enrollment requests in User Management.

assignee
An assignee is the designated person who is assigned to fulfill a specific task or
assignment. If an assigned task cannot be completed by the assignee, then the owner of
this task can reassign a new resource (assignee) to this task.
The assignee, can also be the owner of the task.

Assignment Manager
The Assignment Manager is a tool that helps you assign resources to a task or a
document.

assisted assignment option

The assisted assignment option is used to assign a resource to a task or a document
based on predefined criteria in the Assignment Manager.

attachment
An attachment is any document associated with one or more application modules. You
can view attachments as you review and maintain a module. For example: operating
instructions, purchase order, notes, item drawings, presentations, or an employee photo
can be an attachment.

audit
An audit displays a history of changes that have been made to information in Oracle
e-Business Suite.

automatic assignment
Automatic assignment refers to the matching of territories to resources resulting in a
"Winning Territory" in Territory Management.

bins
Bins are small reports, which display high-level summary information in a tabular
format on your homepage.

Glossary-1
 business rule
A business rule is a user-defined condition. When a rule is violated, a relevant workflow
process can be triggered.

Business Rule Monitor (BRM)

The Business Rule Monitor is the engine that monitors documents over time against
user-defined business rules.

business rule owner

A business rule owner is an employee resource who enforces the business rules.

business rule workbench

The Business Rule workbench is used to define a business rule in BRM.

business user
A business user is a typical Business to Business (B2B) user, associated with an
organization. Generally, the Primary user(s) of the same organization approves these
users.

Calendar (HTML)
The HTML Calendar is a tool to effectively manage your daily activities, appointments,
and tasks.

Calendar (Forms)
The Forms-based Calendar is a scheduling tool used to define and view available and
non-available time for a resource or group of resources.

calendar datebook
The calendar datebook displays time availability for yourself, a resource, or a group of
resources in the Forms-based Calendar.

concurrent manager
The concurrent manager is a process manager that coordinates the processes generated
by users’ requests to run various data-intensive programs. An Oracle applications
product group can have several concurrent managers.

contact
A contact contains information about a person and how to locate them such as their
phone number and e-mail address.

control tower
The Control Tower is a window in Field Service where you can view resource availability
or assign resources to a task.

customer
Customers are typically primary users, Business to Business (B2B) users, business to
Customer (B2C), and (individual) users.

customer relationship escalation

A customer relationship escalation is an escalation document that escalates multiple
support requests, defects, or tasks.

Glossary-2
customization
Customizations are enhancements to an Oracle Applications system made to fit the
needs of a specific user community.

defect
A defect is a document that tracks product problems and resolutions in Escalation
Management. A defect can be escalated without an associated service request. It
is escalated through Oracle Quality Online (OQO), formerly known as the Defect
Management System.

dependency
A dependency is where one task must complete before another. This functionality is only
available in the Forms-based Task Manager.

dynamic group
A dynamic group is a group which is created based on your criteria by using SQL
statements in the Resource Manager.

effective dates
Effective dates are the dates used by Oracle E-Business Suite to specify when something
is going to begin.

employee
An employee is a resource type that represents a person who is hired to work for a
company. Employee resources can be imported as resources from the Oracle Human
Resources Management System (HRMS).

enrollment
Enrollment is a set of add-on services that you can receive during or after registration in
User Management. One enrollment corresponds to zero or one responsibility, zero or
one template, zero or one approval and zero or more roles. Enrollments are application
specific and can be tied to user types.

escalation
An escalation is a modification of a process, a status, or both, to reflect an increased level
of importance and a more immediate degree of response.

escalation management
Escalation Management is the process of managing proactive and reactive
escalations. Proactive escalations are managed using the Business Rule Monitor and
reactive escalations are managed using Escalation Manager.

Escalation Manager
Escalation Manager is a tool used to reprioritize, reassign, and monitor a situation, such
as a service request or task, to a satisfactory completion.

escalation owner
An escalation owner is a person who oversees the escalation task, or document in
Escalation Management. Once a task or document is escalated, the responsibility of the
original owner of the escalated task is transferred to the escalation owner. For example, a
defect is escalated to Rhonda Abbott and Rhonda becomes the escalation owner of this

Glossary-3
 defect. John Smith, the original owner of the escalated defect, is no longer responsible
for the defect.

escalation plan
An escalation plan is a series of follow up tasks that are attached to the escalation
document.

exception
An exception is defined the time that a resource is not available in the Forms-based
Calendar. Examples of exceptions include holidays, vacations, sick days, or weekends.

explicit enrollment
Explicit enrollments are enrollments that you manually register for during the
registration process from the "Register Here" link in User Management.

forms
Forms are a logical collection of fields, regions, and graphical components that appears
on a single screen. Oracle applications forms resemble paper forms used to run a
business. You enter data by typing information into the form.

forms server
A Forms server is a type of application server that hosts the Forms server engine. It
mediates between the desktop client and the database, providing input screens for the
Forms-based products on the desktop client and creating or changing database records
based on user actions.

framework
A framework is a collection of collaborating classes. The interaction framework
dictates the architecture. It defines the overall structure, its partitioning into classes
and objects, the key responsibilities, how the classes and objects collaborate, and the
thread of control.

full access
Full access provides you with the ability to read and edit, and delete a record. This access
type does not include the capability of granting access to others.

functions (privileges)
A function is an action that can be performed on an object or object instance. It can
be granted to a user or user group that means gives them permission to perform that
function. Therefore, a function can also be referred as a permission or privilege from a
user’s point of view.

Gantt Chart
The Gantt chart provides a graphical overview of the scheduled tasks for resources.

grant (authorization)
A grant is an authorization for the grantee (users, or user groups) to perform the
specified object role on the specified object instance or object instance set.

Glossary-4
group calendar
A group calendar is a calendar used only by its subscribers in the HTML Calendar. For
example, a group calendar called Key Account can be used by any subscriber after the
subscription is approved.

GUI
An interface used with personal computers and workstations that allows the user to
access fields and regions of the screen with a pointing device, typically a mouse. The
acronym is pronounced "goo-ee."

HTML (hypertext markup language)

HTML is a simple language used to format documents, predominantly for viewing
with a web browser. Portions of text or images, called hypertext, can be associated
with other documents.

HTTP (Hypertext transfer protocol)

The TCP/IP-based network protocol used to transmit requests and documents between
an HTTP server and a web browser.

HTTP listener
An HTTP listener is a program on an HTTP server that accepts and processes incoming
HTTP requests from web browsers.

implicit enrollment
These are enrollments for which a user is automatically registered for during the
registration process using the "Register Here" link In User Management. The user is not
asked to register for these enrollments. Instead, they are automatically attached to the
user upon registration.

individual user
An individual user is an individual with no relationship to an organization in User
Management. Generally, no approval is required for this type of user.

intelligent assignment option

The intelligent assignment option is no longer used.

JAR (java archive) le

JAR files are a collection of Java classes compressed into files for faster download to a
desktop client.

java class
Java classes are components of a Java program that define objects and operations
performed on objects. A Java class also identifies an operating system file that contains a
program or part of a program written in Java.

JInitiator
Oracle JInitiator enables end users to run Oracle Developer Server applications directly
within Netscape Navigator or Microsoft Internet Explorer on the Windows 95, 98, or
2000 and Windows NT4.0 platforms. Implemented as a plug-in (Netscape Navigator)
or ActiveX component (Microsoft Internet Explorer), Oracle JInitiator allows you to

Glossary-5
 specify the use of Oracle’s Java Virtual Machine (JVM) on web clients instead of having
to use the browser’s default JVM.

JSP
Java server pages are an extension to the Java servlet technology that was developed by
Sun as an alternative to Microsoft’s ASPs (Active Server Pages). JSPs have dynamic
scripting capability that works in tandem with HTML code, separating the page logic
from the static elements — the actual design and display of the page.

list of values (LOV)

A list of value is a predefined list of choices that the user has to chose from.

menus (roles)
A menu is a grouping of functions. It is required to group functions into related sets of
menus necessary to perform a particular job role on an object instance. A good example is
an "Administrator" menu, which might include many functions required for a user with
an administrator role to perform his job. Therefore, menus can also be referred as roles.

merchant administrator (system administrator)

The Merchant or System Administrator is the main administrator of a company who
approves requests for primary, business, and individual users in the User Management
process. This System Administrator, who has the JTREG_APPROVAL permission, sees
all the pending requests to be approved and is able to approve them.

merchants
Merchants refer to implementors of the Oracle E-Business Suite. This term is used to
clear up any confusion with the term “customers”, which refers to customers of a
business using Oracle products as opposed to those implementing the product.

Notes
Notes is a tool that provides additional text locations where you can specify more
detail, if needed. A note can be added to a task.

note source
A note source is the originating module of the note. For example, if the notes are entered
from a service request application, then the source of the note is Service Request.

note status
Note status determines note accessibility. For example, you can define a private note
with status of Personal so that only you can see the note. There are three statuses
available for notes that you can set:
• Private: Only the creator can view it.
• Public: The creator and others can read or write to it.
• Publish: Publishable over the Internet. Everyone can view it. This status is currently
not used.

note text
A large type note, such as a customer’s letter or directions.

Glossary-6
note type
Note types provide a further categorization to the notes based on a user’s individual
needs. Also, a note type can be tied to a source type and such note types are visible
only to that mapped source. Therefore, you must choose between the entire note types
that have been defined for your source and those which do not have any source type
attached to them.

Objects
An object is a type of thing on which security can be managed. For example, Tasks
and Notes can be examples of an object.
In a technical definition, each object must be registered in the FND_OBJECTS
tables. Every object definition will contain related database object (table or view) and
primary key information for the object.

Object Instances
An object instance is a subset of an object. This generally corresponds to a row (or related
set of rows) in the database. For example, if Notes is considered an object, then the Note
with number 1541 is an object instance.
In a technical explanation, object instances are derived from the primary key values. The
primary key values should be set for the registered object in the FND_GRANTS table.

Object Instance Sets

An object instance set is a group of multiple object instances. For example, all notes with
a number smaller than 5 could be considered as an object instance set.
In a technical definition, object instance set definition is stored in the
FND_OBJECT_INSTANCE_SET table. The definition contains a SQL where clause, the
predicate, that combined with the object definition will return all the object instances
that are part of the object instance set.

OMO
OMO is an acronym for Oracle Marketing Online.

OSO
OSO is an acronym for Oracle Sales Online.

other/TBH
Other/TBH is the only resource that is created and not imported in the Forms-based
version of Resource Manager. Use this resource to create a salesperson that is going to be
hired (TBH) but is not yet an employee.

owner
An owner is a resource person who oversees a task or a document. Use the Task
Manager: Default Task Owner profile option to set the default to a specific owner. For
example, tasks can be owned by a specific employee such as Ms. Marsha Able. This way
she can oversee the work completed per task.

partner
A partner is one of two or more persons who contribute capital to establish or maintain a
commercial venture and who usually share in the risks and profits.

Glossary-7
 party
A party is a person, group, or organization and is owned by TCA. Party relates to an
employee, customer, or organization that can be related to a task.

permissions
A permission is the HTML equivalent to a responsibility.

platform
Within a resource category, there could be numerous platforms in skills management. A
resource can be rated individually for each of those platforms. Platforms can be rated
with the following: foundation, intermediate, skilled, advanced, expert, or N/A.

PL/SQL
PL/SQL is a procedural extension of SQL that provides programming constructs such as
blocks, conditionals, and functions.

port
In TCP/IP and UDP networks, a port is an endpoint to a logical connection. The port
number identifies what type of port it is. For example, port 80 is used for HTTP traffic.

primary user
A primary user is a designated person of an external organization, like a business
partner, who is responsible for some administrative functions on behalf of the external
organization in User Management. In the case of registration the primary user is
responsible for managing the registration and maintenance of users, accounts, and
enrollments. Primary users of different parties may have access to different
responsibilities and they may be granted different access rights.

privileges
Privileges define how a user can operate a system resource on a network or a file
server. Privileges also define a right to execute a particular type of SQL statement or to
access another user’s object. For example, the right to create a table or session.

problem code
Within a category in skills management, there could be numerous problem codes. A
resource can be rated individually for each of those problem codes. Problem codes can
be rated with the following: foundation, intermediate, skilled, advanced, expert, or N/A.

product
Within a category in skills management, it is possible to have numerous
products. A resource can be rated individually for each of those products. A
product can be sub-divided into components. Products can be rated with the
following: foundation, intermediate, skilled, advanced, expert, or N/A.

prole option
A profile option is a set of changeable attributes that affect the way Oracle applications
appear and how they function.You set profile options whenever you want the application
to react in different ways for different users, depending on specific user attributes. They
can be set at the user, application, site, or responsibility level.

Glossary-8
proxy server
A server that sits between a client application, such as a Web browser, and a real server. It
intercepts all requests to the real server to see if it can fulfill the requests itself. If not, it
forwards the request to the real server.

public calendar
A public calendar can be used by everyone. Examples of public calendars can be
corporate holiday calendar and local holiday calendars for branch offices.

read-only
Read-only access provides you with read-only capability. You cannot edit or delete
any information.

recurrence
Recurrence is where a task is repeatedly assigned to a user in a pre-specified time
increment such as daily, weekly, monthly, or yearly.

reference document
A reference document is a document that is linked to an escalation document. For
example, a service request (number 9229) is escalated to John Smith in an escalation
document (number 11749), then this service request (number 9229) is a reference
document.

reference
Reference is where one task relates to another document. For example, a task can
be related to a service request.

reference type
A reference type specifies whether or not a reference document is escalated or used to
provide additional information in Escalation Management.

registration
Registration is the process by which any user gains some access to the application’s
functionality.

registration self-service administration UI

The registration self-service administration UI is used by System Administrators, and
at times primary users, to maintain external organization or internal
group, users, parties, and accounts in User Management.

registration self-service user UI

The registration self-service user UI is used by the primary, individual, or business users
to register themselves in User Management.

registration templates
Applications require varying pieces of information to register different types of users in
User Management. Registration templates refer to JSP files that are used to capture the
registration information that is special to a particular user type or enrollment.

Glossary-9
 repeating task
A repeating task is repeated in specified time increment such as daily, weekly, monthly, or
yearly.

request owner
The request owner is the current approver based on the approver list and current
state of workflow defined for a given approval in User Management. The request
owner is only able to approve the requests which they currently own. This
user should have “JTAPPROVER” permission. The request owner is tied to the
JTUM_APPROVAL_OWNER profile option.

resource
A resource is the basic element of the Resource Manager and is defined as people, places
and things.

resource category
There are five types of resources defined in Resource Manager: party, employee, partner,
supplier contact, other/to be hired (TBH).

resource component
Within a product in skills management, there are numerous components. A resource can
be rated individually for each of those components. Components can be rated with the
following: foundation, intermediate, skilled, advanced, expert, or N/A.

Resource Manager
The Resource Manager is a tool used to define, access, and maintain all resources in
Oracle E-Business Suite.

resource skill category

A resource skill category is the highest level that a resource can be rated in
relation to skills management. If a resource is rated at the category level, and
not rated at any one of the product, platform, or product code levels, it does not
imply the resource is also rated at those levels. Categories can be rated with the
following: foundation, intermediate, skilled, advanced, expert, or N/A.

responsibilities
Responsibilities are groupings of application menus that determine the user interface
accessible to a particular user.

role
Roles are groupings of permissions, which are page level and function level granular
privileges used to maintain application security.

role attribute
A role attribute is associated with a role. It defines the responsibility for each role in a
group or team in the Resource Manager. For example, a Telesales Agent role represents
the Member role attribute in a group, and a Sales Manager role represents the Manager
role attribute in a group.

Glossary-10
role type
A role type is a collection of roles associated with a particular module in Oracle
E-Business Suite.

salesperson
A salesperson is a generic term used for any person involved in the sale or support
of products and services.

self-service registration
Rather than asking an Administrator to register users manually, users can register
themselves through a self-service UI in User Management. Self-service registration
includes the UI and the background processes used to complete the registration
process. This involves assigning users the correct data and UI access privileges.

service request
A service request is a document that tracks information about a customer’s product and
service problems.

servlet
A servlet is a Java program executed on an HTTP server, rather than downloaded to a
desktop client.

shift
Shifts define a resource’s availability to work in the Forms-based Calendar.

shift pattern
Shift pattern is a set of shifts, such as First Shift Monday through Friday 08:00 a.m - 05:00
p.m. in the Forms-based Calendar.

skills management
Skills management provides the ability to add a new skill rating to a resource in the
Resource Manager. The resource can update and maintain their skill rating, attach a
numeric value to each skill level, and change the actual name of each skill level.

source
A source is the originator of the note. For example, if the notes are entered from a
service request application, then the source of the note is Service Request. Sources are
pre-defined.

source object
The source object is the originator of the task, note, or appointment; for
example, Sales, Service, or Contract.

Spreadtable
A spreadtable is the user interface component that contains row, columns, and column
headers set in a grid that can be embedded into an Oracle form.

SQL (structured query language)

SQL is an internationally standard language used to access data in a relational
database. The acronym is pronounced “sequel.”

Glossary-11
 SQL*Plus
SQL*Plus is an Oracle tool used to submit SQL statements to an Oracle database server
for execution. It has its own command language.

SQL script
A SQL script is a file containing SQL statements that you run with a tool such as
SQL*Plus to query or update Oracle data.

supplier contact
A supplier contact is the contact information for a person or agency that sells raw
material or goods in the Resource Manager. Supplier resources can be imported as
resources from the purchasing (PO) application.

system administrator
The System Administrator is the person who manages administrative tasks in Oracle
Applications, such as registering new users and defining system printers, using the
System Administrator responsibility.

task
A task is a discrete unit of work that is assigned to one or more individuals. Tasks are
managed by the Task Manager. Tasks are often scheduled events and have defined
expirations.

task assignee
An assignee is the person that is assigned to a task, which can include the owner. An
assignee can accept, refuse, or reassign the task.

task category
A task category as a way of organizing tasks. For example, the task can be a phone call
and the category could be call back customer.

task creator
The creator is the originator of the task and defaults to the owner. However, the owner
can be modified.

task template
A task template is a skeleton or surrogate task.

task group template

A task group template is a grouping of different task templates defined during setup.

Task Manager
Task Manager is a tool used to manage tasks throughout other applications. Task
Manager provides a mechanism for tasks to be created, assigned, managed, sorted, and
prioritized to provide timely response to customer issues.

task owner
An owner is the person (resource) that creates and is responsible for the task.

task type
A task type defines the nature of the task such as a callback or a meeting.

Glossary-12
TCP/IP (transmission control protocol / internet protocol)
A widely-used industry-standard networking protocol used for communication among
computers.

team
A team is a collection of cross-functional resources. It is organized for the purpose of
accomplishing a project in the Resource Manager. Team members are chosen for their
availability, qualifications, and location. This functionality can be defined in the Forms
version of Resource Manager only.

template handler
Template handlers refers to how the data flow built by other applications occur among
registration and how they are associated with enrollments and user types in User
Management.

Thin Client Framework (TCF)

The Thin Client Framework server is a middle tier process that enables certain Java
components of the Oracle Applications user interface to communicate with the middle
tier and database tier.

tier
A set of machines that perform similar tasks. Client/server is a two-tier architecture, with
machines on the client tier connecting to machines on the server tier. Internet Computing
Architecture consists of three tiers. In Release 11i, machines on the desktop client tier
communicate with machines on the application tier, which in turn, communicate with
each other and with machines on the database tier.

to do list
A to do list is a personal listing of things to do.

unassisted assignment option

The unassisted assignment option is used to manually assign a resource to a document
or task of your choice without taking predefined criteria into account in the Assignment
Manager.

universal primary user approver

Create a universal primary user approver if you want to have multiple primary users in
User Management.

user
A user is a single person with an account on the system (represented by a row entry in
FND_USER). Users can be referred as Grantee if they are the subjects of a data security
grant. These users must be exposed in the WUSER table.
Users can be grouped into groups.

user group
A user group is any grouping of FND_USERS who are exposed through the WROLES
view. User groups can be referred as Grantee if they are the subjects of a data security
grant. These user groups must be exposed in the WROLES table.

Glossary-13
 user ID
The User ID is a combination of a username and its password.

User Management
User Management is a tool used to registering a user and thereafter maintaining the
user in the system by granting or revoking privileges, accounts, customer profile
information, and party relationships based on a set of business requirements set-forth by
the organization where the process is deployed.

username
A name that grants access to a secure environment or program, such as an Oracle
database or Oracle applications. A username is customarily associated with a
collection of privileges and data available to a particular user (responsibilities in Oracle
Applications). Every username is associated with a password.

user prole
User profiles, which are associated with responsibilities, are a set of user interfaces that
give users access to their personal data and preferences.

user type
A user type is a category of users that caters to the specific needs of an application’s
business requirements in User Management. User types allow flexible and extensible
ways for defining, categorizing and implementing behavior of users. A user type is
associated to only one template, one responsibility, zero or one approval and zero
or more roles.

web availability
Web availability is defined as a resource who has the immediate ability to attend to a
service request that is assigned online in the Resource Manager.

window to promise assignment option

The Window to Promise assignment option is no longer used.

work
Work is broadly defined as a collection of items presented to an agent through the Oracle
E-Business application to be processed. Work items can be either a media item or a task.

workow
Oracle Workflow automates and continuously improves business processes, routing
information of any type according to business rules you can change. Oracle Workflow
manages business processes according to rules that you define. The rules, which we
call a workflow process definition, include the activities that occur in the process and
the relationship between those activities. An activity in a process definition can be an
automated function defined by:
• a PL/SQL stored procedure or an external function
• a notification to a user or role that they may request a response
• a business event
• a subflow that itself is made up of many activities.

Glossary-14
workow attributes
Workflow attributes control the behavior of the workflow.

workow monitor
The workflow monitor is a Java based tool used for administering and viewing workflow
process.

Glossary-15