iSUPPORT KURULUM DOKMANI (IBU)

1.

rnleri Lisanslamak gereklidir

Login as sysadmin / Application Manager
Click on Site Map
Click on licence manager
Licence / product
Licence component application

Is
upportiaretlenir.

2. Yklenecek Patch ler

Patch 9813536 - 11510: ISUPPORT CONSOLIDATION PATCH AS OF JULY- 2010
For 11.5.10, apply Patch 5764676 : FP:11I8-11I10: ISUPPORT SEARCH CUSTOMER
PRODUCT PAGE ALLOW BUSINESS USER TO SEE

3. irket Bilgilerinin tamamlanmas

Settings > System > Advanced
COMPANY_ADDRESS
COMPANY_EMAIL ADDRESS
COMPANY MERCHANT_NAME
COMPANY_NAME

 COMPANY_URL
Alanlarn doldur. Bu bilgiler emaillerde irketlere gnderilecek bilgiler olacaktr.

4. Kiilerin tanmlanmas
-

Admin user
Primary User
Employee User
Guest user
B2B User
B2C User
Knowledge management user
- Survey administrator user
3.1. Admin kullancsnn oluturulmas (Appscon veya Support)
iSupport System Administrator sorumluluu atanr.
Sysadmin kullancs ile balanlr.
IBU_SYSTEM_ADMIN and IBU_REG_USER rolleri verillir.

3.2. Administrator ile balanp dorulama ilemi

1. Log in to the JTF login as the Oracle iSupport Administrator just created.
2. Verify that appropriate menus are displayed. The Oracle iSupport Administrator
has the following main tabs on the UI:
Home
Support (subtabs: Top Solutions, Technical Library, Forum, Service Requests)
3. Under Profile, the Oracle iSupport Administrator has access to the following
links:
Personal Profile
Contact Points
Addresses
Display Preferences
Accounts
Support
My Enrollments
A section for Company Information.
4. Select the Administration button at the top of the window. Verify that the Oracle
iSupport Administrator can access the following administrator tabs:
User (subtabs: User, Pending Approvals)
Homepage (subtabs: Content, Subscription)
Support (subtabs: Request template, Call Me, Survey, Technical Library, User
Group, Supported Languages)
Forum (subtabs: Category, Forum, Messages, User Group)
MES
3.3. Primary User tanmla
The Oracle iSupport Primary User typically:
Approves other users within his party/organization
Adds/modifies responsibilities to users within his party/organization

3.4. Kendi alann tanmlama

iSupport Employee User ; irketin kendi kullanclarnn iSupport kullanabilmeleri
iin bu sorumluluun atanmas gerekiyor.
Sorumluluk kullancya atandktan sonra iSupport Sysadministrator ile girilir ve
Select Roles.
Assign IBU_REG_USER and IBU_EMPLOYEE to the employee.
CSI_END_USER buda install base kurulu olduundan atanmaldr
3.5. Setting Up Business (B2B) User
SYSADMIN user ile balanlr.

CRM Jtflogin sayfasndan register seilir

Self-Service Support Over the Web enrollement seilir
SYSADMIN tarafndan onaylanr
CSI_END_USER rollere eklenir

Her kullanc iin mutlaka kullanc baznda tanmlanmal

JTF_PROFILE_DEFAULT_APPLICATION (672)

JTF_PROFILE_DEFAULT_CURRENCY
JTF_PROFILE_DEFAULT_RESPONSIBILITY (23131 - iSupport Business User
24198 - iSupport Site Business
User)

- Click on Administration link: Search for your iSupport user

- Click on the user link and Go to Accounts link
- Check the "Assigned" check box for your user's account.

4.

B2B User ile balanlmas

http://oraapps.mascom.com.tr:8000/OA_HTML/jtflogin.jsp
ekranndan bu kullanyla balant yaplr.

Guest user setup 4-20 de

ENTEGRASYON
(iStore iSupport)

5. iStore iine QUICKLINK BIN yaratlmas bu sayede iStore ekranlarndan Support ekranlarna
gei salanr
5.1. ncelikle bir men yaratlarak support ekranlar bu men iine konulur
Sysadministrator > Application > Menu

Alt fonksiyonlar mutlaka prompt vererek tanmlama sorunu var

5.2. IBE_CUSTOMER root menu iine bu custom men eklenir

5.3. Bu IBE: Quick Links Menu profilini atar buradan kontrol edilir.

5.4. Site iindeki Catalog Templateinde STORE_QUICK_LINKS_BIN_IBEWC seilerek aktif

edilir. Bunun iin configurable template seilmelidir.

5.5. Apache restart edilir

6.

Designing the Mandatory Content of the Home

Page
Support Kullancs ile CRMden balan
st listeden Administrationa baslr

Setting Up Oracle iSupport Forums

Oracle iSupport: Assign Service Request to

Default Owners when Auto Assignment is Of

7. Create a Servis request Template

Web entry seenei iaretlenir.

SYSADMIN kullancs ile balanlr.

(R) Customer Support
(N) Setup -> Service Requests -> Type-Responsibility Mapping.

PROBLEM CODE MAPPING YAPILDI

Atamalar yaplr.

8. Profil deerleri atanr

Profil Ad
Oracle iSupport: Assign Service
Request to
Default Owners when Auto
Assignment is Of
Specifies whether the service request
to be
assigned to the default owners when
Auto
Assignment is Of.
Oracle iSupport: Default Closed
Service
Request Status

Site
Yes

Application:iSupport

Closed

iSupport:
Closed

Oracle iSupport: Default Note Type

when Service Request Escalation is
Requested
Service: Default Service Request
Severity
Service: Default Service Request
Status
Oracle iSupport: Default Note Type
when Service Request is Closed
Oracle iSupport: Default Reopened
Service Request Status

Problem Description

Responsibility Trust Level

Oracle iSupport: Enable
iStore-iSupport Integrated
Mode (Support Site)
KONULMADILAR

Normal
Yes

Orta nemde
Open
Problem Description
Open

External
Yes

Responsibility

Us

Oracle iSupport: Enable Request

Type,
Product, and Problem Code Mapping
Yes: Enable themapping between
problem
code, request type, and product.
No: Do not enable the mapping
between
problem code, request type, and
product
Oracle iSupport: Enable Service
Request
Template
Determines whether service request
template
is able to be used. Yes: enable the
template in
creating a service request. No: do not
use the
template,show note type page.

Yes

Yes
Business User
Responsibility Yes

Yes

Yes

Envanter Kategori Kmesi

Envanter Kategori
Kmesi

48

Oracle iSupport: Service Request

Product
Category Set

Oracle iSupport: Service

Request Reopen Time Limit in
Hours
ASO : Default Order Type
ASO : Default Order State
Oracle iSupport: Enable Request
Type, Product, and Problem Code
Mapping
Oracle iSupport: Enable Service
Request Type in Template Search
Oracle iSupport: Enable Urgency In
Template Search
Oracle iSupport: Enable Product In
Template Search
Knowledge: Default Product Category
Set
Service: Default System Resource
Oracle iSupport: Enable Interaction
Logging
Service : HTML - Automatic
Assignment of Owner
Service: Inventory Validation
Organization

Yurtii Sat Sip.adesi

Booked
Yes
Yes

iSupport Site:
Business User:
Yes
Yes

No

No

No

No

Teknik Servis Kategori Kmesi

Envanter Kategori Kmesi
Automated Service Request
System
No
YES ten Noya
iSupport Employee
User:
MSC
Organizasyonu

Service: Default Item Category Set

Envanter Kategori Kmesi

(listeye gelmesi iin kategori
setine ek yapmak lazm)

IBE: Use Returns

Eer iade sipariide almak
istenirse
IBE: Return Orders Transaction Type
JTF_PROFILE_DEFAULT_CURRENCY

Yes
Yurtii Sat Sip.adesi
iSupport

Return ile ilgili iSupport Business

User iin atanr

JTF_UM_APPROVAL_URL
Jftlogin.jsp sayfasnn linki

Business
User
USD
iSupport Site:
Business
User
http://b2b.mascom.com.tr/deneme

JTA : Support Contact

Support iin ilgili kontact kiisi
Her kullanc iin mutlaka kullanc baznda tanmlanmal
JTF_PROFILE_DEFAULT_APPLICATION

JTF_PROFILE_DEFAULT_CURRENCY
JTF_PROFILE_DEFAULT_RESPONSIBILITY
9. LOGOyu deitirme
/u01/oracle/prodcomn/java/oracle/apps/media
Altnda ibeTablogo.gif dosyasnn ad deitiririp kullanlacak logo oraya eklenir.