- Overview of Oracle Internal Service Request Process Lifecycle
- Overview of Oracle Internal Service Request Process Lifecycle
- The employee begins by navigating to the
- Submit Service Request
- page.
- You have completed the
- Overview of Oracle Internal Service Request Process Lifecycle
- topic.
- The employee uses the
- Submit Service Request
- page to create and submit a service request.
- The employee completes all required fields pertaining to her request.
- The employee clicks the
- Submit
- button to save and submit the service request to her manager.
- The manager double-clicks on the
- Task
- to open the service request.
- The employee's manager and the fulfilling department manager use the
- My Tasks
- page to disposition service requests.
- The manager reviews the service request and clicks the
- Approve
- button to approve the service request.
- The employee and manager receive an email notification of the disposition of the service request.
- The fulfilling employee uses the
- My Tasks
- page to review service requests.
- The fulfilling employee double-clicks on the
- Task
- to open the service request.
- The fulfilling employee completes the
- Estimated Fulfillment Date
- and
- Fulfillment Status
- fields. The
- Estimated Fulfillment Date
- is optional.
- The fulfilling employee reviews the service request and clicks the
- Ready for Fulfillment
- button to indicate that the service request can be fulfilled.
- The submitting employee receives an email notification of the review of the service request.
- The fulfilling employee uses the
- My Tasks
- page to close service requests.
- The fulfilling employee double-clicks on the
- Task
- to open the service request.
- The fulfilling employee completes the
- Fulfillment Status
- and
- Close Date
- fields.
- The fulfilling employee clicks the
- Close Request
- button to close the service request.
- The submitting employee receives an email notification of the closing of the service request.
- The submitting employee and manager receive an email notification of the submitted service request.
- This is a sample email notification.
- Original Path
- 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.