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How to Create a Service Territory in Release 12 [ID 746298.1] Modified 12-OCT-2011 In this Document Goal Solution References Type HOWTO Status PUBLISHED

Applies to:
Oracle Territory Management - Version: 12.0 to 12.1.2 - Release: 12.0 to 12.1 Oracle Teleservice - Version: 12.0 and later [Release: 12 and later] Information in this document applies to any platform. Checked for relevance on 27-MAR-2011 Oracle Service - Version: 12.0 FORM:CSXSRISR.FMB - Create Service Requests FORM:CSCCCCRC.FMB - Contact Center

Goal
How do you setup a simple Service Territory in Release 12

Solution
CREATE ROLE BASED USER SECURITY Summary: Log in to the Oracle Applications as the Sysadmin User. Access the User Management responsibility, and assign the required Roles to use Territory Management. 1. Navigate > User Management > Users Rate this document 2. Enter the details of the user to be found. 3. Click on the 'Go' button - user details will appear as expected. 4. Click on the update pencil icon. Note that by default the user will have some roles already setup. 5. Click the 'Assign Roles' button to add roles. 6. Search by Roles and Responsibilities, and add the following role: Territory Management 7. Click the 'Apply' button. (OPTIONALLY) TO CREATE TERRITORY TYPES Summary: Login to the application as the newly assigned user, and (where necessary) create a new territory type. 1. 2. 3. 4. 5. 6. 7. 8. Navigate > Territory Management > Territory Types Ensure the Usage equals Service. Click on the 'Create' button. Enter Name, and Description. Navigate to the Transactions Region , and add the Transaction Types, e.g. Service Request. Navigate to the Attributes Region, and add the Attributes which relate to the Transaction Type, e.g. Request Type. Repeat Steps 5 and 6 for each Transaction Type. Click the 'Apply' button to save the changes.

TO CREATE TERRITORIES 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. Navigate > Territory Management > Territories. Click the Territories tab. Ensure the correct Operating Unit is displayed. Ensure the Usage equals Service. Click the 'Go' button. Note that the previously created Service Territories will be displayed. Select a Parent Territory by clicking the radio button against an existing territory. Click the 'Create' button. Select Territory Type by clicking the radio button. Click the 'Continue' button to navigate to the 'Enter Details' page. Enter Territory Name, Description, and Rank. Click the 'Next' button to navigate to 'Assign Resources' page. Click the 'Add Another Row' button. Select the value for the 'Resource Type' field (Individual, Group, Team). In the 'Resource' field, query and select each resource. Repeat this process as required by clicking the 'Add Another Row' button for each new record. Click the 'Next' button to navigate to the 'Define Geography' page. Enter Geography Details, e.g. Postal Code ranges, Cities, Countries, etc. Navigate to the 'Attribute Values' region of the page, and enter the necessary values, e.g. Between | 95100 | 96000. Repeat this process as required by clicking the 'Add Another Row' button to access each new record. Click the 'Next' button to navigate to the 'Additional Matching Attributes' page. Enter the Additional Matching Attributes, e.g. Request Type. Navigate to the 'Attribute Values' region of this page, and enter the necessary values, e.g. 'Customer Callback'. Repeat this process as required by clicking the 'Add Another Row' button to access each new record. Click the 'Finish' button to save the changes.

RUN SYNCHRONIZE TERRITORY ASSIGNMENT RULES (STAR) PROGRAM STAR builds the Territory Assignment rules based on the data defined in the procedures outlined above. 1. 2. 3. 4. Navigate> Territory Management > Requests> Schedule Search program name = Synchronize Territory Assignment Rules> click the 'Next' button. Select Usage 'Service'. Options for Run Mode are:

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Total Refresh = Run if it is the first time running the program or upgrade or system refresh. Incremental Refresh = Run if Total refresh has already been run and process changes in territories. Date Effective Refresh = Run to assign resources for a specific date range. Start date/ End date not required. Click the 'Next' button. Schedule not required. Click the 'Next' button. Notification information not required. Click the 'Next' button. Printing information not required. Click the 'Next' button. Submit. Note Request Id. Click OK

5. 6. 7. 8. 9. 10. 11.

If the STAR program errors, please refer to Note <<471005.1>> for debug instructions.

References
NOTE:471005.1 - Steps For Creating a Simple Territory In Release 12 NOTE:731825.1 - How To Create A Simple Territory For Trade Management In Release 12 Related Products Oracle E-Business Suite > Sales & Marketing > Sales > Oracle Territory Management Oracle E-Business Suite > Service > Service > Oracle Teleservice Keywords CSXSRISR.FMB; INSTALL; POSTAL CODE; TERRITORY ASSIGNMENT ENGINE; TERRITORY RANK; TERRITORY TRANSACTION TYPE; TRANSACTION TYPE; DYNAMIC ADV BEST PRACTICES

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