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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Fusion Service
Discussion List
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Associate multiple Sales Accounts to a Service RequestSummary The goal is to be able to associate mutiple accounts to one service requestContent As designed, the Service Request has a 1:M relationship with the Account objec… -
RESCHEDULED:- Sales – CX B2B Service 20D-21A Updates, 20 October 2020, 8 a.m PT - Submit QuestionsContent Due to unforeseen issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
Custom Fields in HRHD TriageContent Has anyone added any custom fields to the main queue of HRHD? We would love to bring in the employee's Business Unit. I've seen some examples of office hours to … -
How to merge duplicate service requests (SRs) by agent?Summary We occasionally need to merge two service requests into a single service requestContent How do others manage duplicate service requests? Is there a method to qui… -
How to setup chat assignment rules?Summary How to setup Assignment Rules to assign chats to certain queues?Content Hi, We're implementing the chat functionality on a few portals (we're not using DCS, only… -
What is the maximum number exactly for the returned recordsSummary Exceeded configured maximum number of allowed input records.Content Exceeded configured maximum number of allowed input records. Error Details Error Codes: EKMT3… -
Best practice to create a custom roleContent Hi, I had 2 queues as Q1, Q2 and I want to add one button in the SR details page layout which should be visible only for Q2. For that I have created a new role w… -
How to store Opportunity record in service requests sub-tab ?Content Hi Team, I am having a button as "Create opportunity" which will create a record into opportunity object and a subtab as "Opportunities" in service request layou…
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Organization Hierarchy in B2B serviceSummary Benefit of having organization hierarchy in B2B serviceContent It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who…
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Advanced REST API QuerySummary How to perform advanced API queriesContent I need an advanced query beyond the basic "q=Column=Value" I have a Custom object joined to the Account object with Ac… -
Channel Required Validation on Sending ResponsesContent Hello, We have a requirement to require the channel when sending a response or forward. I've gotten the attached Groovy Script validation from an Oracle Consulta…User_2025-01-31-00-25-12-234 29 views 2 comments 0 points Most recent by User_2025-01-31-00-25-12-234
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Milestones not Applied to SR and time remaining and due date not updatedSummary Milestones not Applied to SR
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Action Plan AutomationContent Dears, I need to start the action plan automatically after I click Save And Continue in the service request.. how can I do this? Version 20C (11.13.20.07.0) -
Milestones not Applied to SRSummary System dispalyed Time remainig 14 hours instead of 5 mins
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How make the Assigned to field mandatroty only after the SR created automatically via email or manuContent Need to add script to make the field to be mandatory only after creating and updating the SR not when creating
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Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques…
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This SR is not closed so it is urgent to know the cause pleaseContent created new status under resolved status call "E-resolved" then selected it for this SR and I add this profile "IN DAYS RESOLVED" to be 1 so it should after 1 da…
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I have asked this uestion more and there is no one update me with the answer that i need gus pleaseSummary How to make "Assigned to" field to be required just ony based on the details layout as i mean after the creation onlyContent Pleas need the answer for this today…
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Clarification on OOTB reports are available in service?Content Hi Team, In Service, Is the below reports are available in OOTB or have to create custom reports? I don't find any in BI analysis. 1. Average speed of response t…
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I am hosting a Get Together - Please joinSummary A get together on ServiceContent Hello my fellow Service folks! Join us for a casual chat about the importance of being authentic and moving away from scripted r… -
Can we control Status value based on the Categories?Summary Can we control Status value based on the Categories?Content Hi experts, We have a requirement to control the values of statuses based on the category we choose. … -
If we created new status under any standard status this means the new created will be eactly such asContent If we created completed status under the close status and selected it the sr is not readable only like when the status be closed
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Please it's important to do this "how to add validation rule to make the field reuired after only tContent I added advanced expression on the details layout but is not working so where is exactly can add the code to validate the field after SR created
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Download chat transcript or attach it to SRContent Dears, I need to download the chat transcript for the service agent who`s taking chats and attache it to SR as a history but cannot do this, However that`s possi…
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CONTENT_TYPE_NAME” column name in incident or threads table?Summary CONTENT_TYPE_NAME” column name in incident or threads table?Content we couldn’t find “CONTENT_TYPE_NAME” column name in incident or threads table?Please advise. …
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Impact on standard category field in service request objectContent Hi Team, I want to know that which is the best way to maintain SR types either using the standard category or by creating a custom field. Because now I'm using s…
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‘servicecategory’ table or category table only,Summary servicecategoryContent We are looking for ‘servicecategory’ table, but we could see category table only, also we couldn’t find below columns in category table,pl…
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How to include SR object fields into Milestone object in Email templates?Content Hi Team, I have created an email template for SR escalation which will be trigger through Object workflow on Milestone object. In that template doesn't have Serv…
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If the interaction history can be updated automatically when updating message content using APIContent I am using Api to update SR message content but I am not sure when I do this is the interaction history for this update will be inside SR or not
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Related Service Request for an SR created via Action Plan actionSummary How to add an SR created via action plan action to orginal SR as a related service RequestContent Hi, I have a scenario - We have last action in the action plan …