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Service Request: Custom Roles Changes Needed In Service Request Object After Upgrading from R12 to R13.18A (Doc ID 2398412.1)

Last updated on NOVEMBER 27, 2019

Applies to:

Oracle Fusion Engagement Cloud Service - Version to [Release 1.0]
Information in this document applies to any platform.


Release R13 introduced several new features and they require new security policies to work. Listed below are the functional privileges required for some of the new features added to the core SR management:

Privilege Title

Privilege Description


Access Co-browse Feature

Allows launching and usage of Co-browse functionality.

Access Partner Media Toolbar

Allows access to the partner media toolbar

Manage Omnichannel Capacities

Allows defining the maximum number of active objects or interactions assigned to a user.

Manage Omnichannel Presence and Availability

Allows management of the omnichannel availability for new work, presence menu and indicator.

Manage SmartText

Allows creation, update and delete of a SmartText.

Publish SmartText

Allows scope of SmartText to be set to GLOBAL so that all users can view/use it.

Setup Omnichannel

Allows the administration of channel instances and defining presentation and labeling for Availability Groups.

Update Primary Contact

Allows manual update of Primary Contact field.

Use SmartText

Allows using SmartText.

View Interactions

Allows viewing of interactions history.

View Service Request Audit History

Allows viewing of service request audit history.

Update Service Request Business Unit

Allows updating the business unit on the service request.


Below are the data security policies that were added to core SR management after release R12

Data Security Resource

Data Security Condition

Service Assignment Queue

Access the service assignment queue for table SVC_QUEUES for all customer relationship management service queues

Service Category

Access the service category for table SVC_CATEGORIES for all customer relationship management service categories

Application Attachment Category

For all miscellaneous category attachments data for Business Object Application Attachment Category for Table FND_DOCUMENT_CATEGORIES

Application Attachment Category

Access the application attachment category for table FND_DOCUMENT_CATEGORIES for all application attachments of categories including service request internal and miscellaneous documents


Applicable to all Oracle Fusion Engagement Cloud Service customers upgrading from Release 12 to Release 13.18A


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