Multi-Org impact on Oracle CRM modules especially on Oracle Service

Question

Multi-Org impact on Oracle CRM modules especially on Oracle Service
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I have been searching for any information (notes,whitepapers/ presentation) on the impact of multi org implementation on Oracle Service module and so far not been able to find any either on metalink or on internet.
Any of you have any inputs on this ? Please provide the same if any.
basically,
Looking for the kind of security applied on SR creation form,Debrief form and charges form when a multi org is enabled.
I also tried to test this out in our instance and found that it seems to have no impact.
Gana

Answer 1

HI,
Yes indeed there is a impact of MULTI-ORG on the Service Module in 11i.
All the things are integrated now.
Everything is dependent on the MO:Operating Unit Profile Option and the setup which you had done.
1)
Security on SR creation Form:-
See you can implement the security, but for that you have to setup accordinglly and also to follow the process.
If you create 2 responsibilities with MO profile option different, then none of them will able to see the others data.
Note:-
But if you are using the instance to generate the SR, then you had to make it sure that the ITEM which you are using should be assigned to the Operating unit which is set in the MO profile Options of that responsibility.
2)
Debrief Form:-
As you must know that for debrief to work, you had to setup the Service Activities.
This is where you can define the security.
1) Create a Service activity,
2) Map it with BILLING TYPES
3) Map the Billing Types with Order Management Header and the Line Type
This the place where you can specify the Operating Unit.
When a user will log in and open a debrief form, then he will be able to see only those service activities which are mapped with the operating unit as that of set in MO Profile Option to the user.
3)
Charges:-
The same as the debrief is applied on the charges TAB.
Here you will only able to see the Service activites which are mapped with the operating unit as that of set in MO operating unit.
If you want ITEM level security, then you will be only able to see the items which are assigned to the Operating unit as that of set in the MO profile option.
Hope this will clear your doubt.
If want more clarification, you can ask me.
Regds,
Vikram