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Issue While Importing Linked/Referenced Service Requests into Fusion

in Help Desk 6 comments

Summary:

During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However, the links between Service Requests are not visible in the Fusion UI (on the Service Request details page under the Related Service Requests or References tab).

  • The Import Management job completes with a status of “Completed Successfully”.
  • Despite this, no linkage is displayed in the SR workspace UI.

Unfortunately, we haven’t been able to locate any sample files or reference templates from Oracle documentation or within the CCC repository for importing Help Desk or Case Management data (including Service Requests, Conversations, or References) through Import Management.

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