Oracle Internal Service Request (ISR) Process Accelerator is a process solution that enables organizations to submit, approve, track, and fulfill service requests. Oracle ISR provides dashboards to view process analytics and service request summary reports. Administrators can modify the business rules and drop-down lists.

Oracle ISR is a role-based solution; your role determines the tasks you can perform. Oracle ISR delivers the following roles:

- The submitting employee submits a new service request.
- The fulfilling employee fulfills and closes the request.
- The submitting employee manager dispositions the request.
- The fulfilling department manager dispositions the request.

The Internal Service Request Process is the main business process for Oracle ISR, and the focus of this topic. The Internal Service Request Process diagram is depicted as follows, with an explanation of the process.

Internal Service Requests Process

The Internal Service Request Process involves the following basic tasks:

1. An employee or delegate creates and submits a service request.

2. The service request is routed to employee's manager and the fulfilling department manager to carry out the Approve Service Request task. Either manager can approve, reject, or request a change to a service request. If multiple approval levels are required, the process cycles through them until the final disposition.

3. The Approve Service Request task updates the service request’s status and sends a notification to the submitting employee indicating approval or rejection.

4. If the request is approved, the service request is routed to the fulfilling employee to carry out the Fulfill Service Request and Close Service Request tasks.

Some actions of Oracle ISR are automated and are not depicted in the descriptive model shown previously. Business rules define whether a request is automatically approved and how many levels of management are required to finalize approval.

This topic walks through the Oracle Internal Service Request Process illustrating how an employee submits or fulfills a service request and how a manager approves the service request.