■ What’s New in This Release
■ Terms and Definitions
■ Explanation of Notes Summary Window in HTML
■ Notes Process Flow
Notes Overview
The following topics describe what Notes is and when and why you use it:
■ What is a Note?
■ Key Features of Notes
■ What is a Note Type?
■ Who Uses Notes?
What is a Note?
A note is a record of descriptive information that has been generated by users and can be referenced. Notes can be used from different applications in the E-Business suite to access the comment log that relates to a specific transaction.
You can only view notes that are not specified as private. A note can also have one to multiple attachments. As a default, all notes created by the resource appear on the Notes Summary window. If the Note module is accessed from other
applications, all notes for that source ID and source name are shown.
In various business transactions, such as service requests, customer orders, sales, and marketing transactions, an agent or customer support representative needs to record information about the transactions performed. Notes help to categorize these business transactions.
An Example
A customer support agent enters a note for a service request. The note states that the customer is in a business meeting from 10:00 a.m. to 12 p.m. and is unavailable to assist the technician with the problem.
All of the E-Business Suite writes to the same Notes table, which can be accessed:
■ Through Forms
■ Through HTML
Key Features of Notes
The following are key features of notes:
■ You can capture large amounts of data, such as log files and text.
■ Notes can be translated to other languages.
■ Notes can be private or public.
■ Note types are available to categorize business transactions such as searching for a note.
■ You can attach documents (like a presentation) to a note.
■ The Detailed Note window holds text notes up to 32K in size.
■ Further refine your note search by entering Related To information in the Find Notes window. Selecting a match option also helps you narrow your search.
Note: Although users can use notes through forms or HTML, set up for both is still in Forms and can be accessed through the CRM Administrator responsibility.
A note is free-form text attached to a CRM object, created by an agent, customer care or service representative, or end user.
For example, a note can be attached to any of the following:
■ Service Requests
■ Service Quotes
■ Marketing Offerings
■ Tasks
What is a Note Type?
Note types are selected up from the lookup tables. Users can add Note Types through the setup window. They provide a categorization to the Notes based on the user’s individual needs. Also, a note type can be tied to a source type. These note types are visible only to that mapped source. Therefore, a user can choose between the entire note types that have been defined for the user’s source and those which do not have any source type attached to them.
Who Uses Notes?
Customer Support uses notes to enable an agent to log comments regarding the problem, resolution, or product.
Field Support uses notes to enable a field service representative to create a new note out in the field.
Notes can be accessed from various applications under various responsibilities: for example, from Customer Support, Tasks, Escalations, and Installed Base.
What’s New in This Release
This release of the 11.5.6 Oracle E-Business Suite has the following new features and functions for the Notes:
An HTML version of Notes has been created. This new HTML version maintains the functionality of forms-based Notes module.
Note: The Notes module is a stand-alone module only in HTML.
However, it is commonly accessed from various applications under various responsibilities: such as, from Customer Support, Tasks, Escalations, and Installed Base.
Terms and Definitions
The following table describes Notes terms and definitions.
Notes Terms and Definitions
Term Description
Attachment An attachment is any document associated with one or more application modules. You can view attachments as you review and maintain a module.
For example: operating instructions, purchase order, notes, item drawings, presentations, or an employee photo can be an attachment.
CLOB Character Large Object
Created By This is the person who is creating the note.
Note This is note content (text).
Note Status There are three statuses available for notes:
Private: Only the creator can view it.
Public: The creator and others can read or write to it.
Publish: Publishable over the internet. Everyone can view it.
Note Text A large type note, such as a customer’s letter or directions.
Note Type Note types are selected up from the lookup tables. You can add note types through the setup window. They provide a further categorization to the notes based on a user’s individual needs. Also, a note type can be tied to a source type and such note types are visible only to that mapped source.
Therefore, you must choose between the entire note types that have been defined for your source and those which do not have any source type attached to them.
Relate To The related to types specifies what the note is about and is seeded. For example, a service request may be related to a customer or location. A single note can be related to multiple context types.
Source A source is the originator of the note. For example, if the notes are entered from a service request application, then the source of the note is Service Request. Sources are pre-defined.