Corporate Governance - Governance, Risk, and Compliance Topic for Oracle Applications - page 76

Creating a template for whistle-blower
complaints
Use the following steps to begin creating a new service request template:
1. Log in to the Applications login as Oracle iSupport Administrator.
2. Navigate to Administration | Support | Request Management | Template .
3. You might create a template called Whistle-blower Complaints . You can
create effective dates, as well as an urgency level with the template.
4. Next, you start defining questions to help gather the information about the
complaint. Each question will have an answer type: Choice or Free Text.
For example, the first question might be "Please state the nature of your complaint".
It might have an answer type of "Choice". This is a pick-list type answer and can be
used in scoring. Scoring is used for determining the severity of the Service Request.
Your next question might be "Please describe your complaint". It might have an
answer type of "Free Text". This answer cannot be used in scoring.
To set up answers for a choice question, in the Template Detail area, click the
underlined hyperlink of a question. The answers you set up here becomes a
pick-list for the end user, and the answer you select as a default appears as the
default answer on the user side. For example, the choice types for stating the
nature of your complaint might be:
• Fraud
• Accounting misrepresentation
• Discrimination
• Sexual harassment
• Management practice
• Informational
For each choice-type answer, set a severity value of 1-9. After the end user answers
the questions, the application will add up these values and the final score will
be used to determine the severity of the Service Request, based on the Severity
Thresholds you set.
You set up severity thresholds for the template. The system takes the average of
all of the questions for which you set a severity value and compares it to the
severity threshold.