Oracle CRM Service - Elementary

In Oracle CRM modules, apart from creating username it's important you create them as Resource and assign a role.

Step1. Create a new employee

(R) HRMS Manager
(N) People --> Enter and Maintain

Step 2. Create applications username

(R) System Administrator
(N) Security --> User --> Define

Step 3. Import Resource into CRM

(R) Manager
(N) Setup --> CRM Foundation --> Resource Manager --> Maintain Resources --> Import Resources

Step 4. Assign required role(s) to the resource

Navigation same as Step 3 and go to tab 'Roles'.

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The CRM 'Service Suite' components:

• TeleService module
• Depot Repair module
• iSupport module
• eMail Center module
• Preventive Maintenance module - uses CMRO (Complex Maintenance, Repair and Overhaul) to create SR and tasks. 
• Service Contracts module
• Install Base module
• Knowledge Management
• Common Application Components like Territory Manager, Task Manger, Resource Manager.

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Process Flows:

Service Request to Resolution

There are three components to this flow:

1. Service Call Intake (SR created via TeleService, iSupport, eMail Center)
2. Execution Channel
3. Service Execution

The Execution Channel has three alternatives:

• Technical Support
• Field Service
• Depot Repair

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Issue: User Maintenance link under CRM HTML Administration throws message, "You don't have sufficient privileges to view this page."
Sol: Login with SYSADMIN account and assign JTF_SYSTEM_ADMIN_ROLE to your id.

Issue: When creating a new Service Request (SR), it throws error message, "The user-to-resource link has not be setup correctly."
Sol: Either the user is not yet defined as resource or User Name is not defined (or re-define) in the Resource Details screen (under Maintain Resources)