Case Management
Discussion List
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Join us for the Fusion Service Product Council and Oracle AI World 2025 October 12th-16th!Join us in Las Vegas, October 13-16, 2025 to learn why organizations worldwide are flocking to Oracle for the latest AI innovations—and how we can help future-proof your… -
A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into this…Edson Junior, Oracle 2.5K views 23 comments 3 points Most recent by Edson Junior, Oracle Fusion Service -
HDL or HSDL to load Cases in Case ManagementSummary: To convert HR Help Desk requests into Case Management Content (please ensure you mask any confidential information): The business is currently using HR Help Des… -
How to Automatically Assign a Queue Upon Case CreationAs of 24A, automatic queue assignment is not supported OOTB on Case creation. However, this can be achieved using Object Workflow and Groovy: Login to App Composer Creat…
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Import Audit logs from Oracle Service cloud (Right Now)to Oracle Fusion Help Desk or Case ManagementSummary: As part of our migration initiative from Oracle Service Cloud to Oracle Fusion Help Desk and Case Management, we intend to move not only the case management dat…Chandramouli Yangareddy 31 views 3 comments 0 points Most recent by Michelle Walter-Oracle Fusion Service
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Conflicting relationship issue while creating SR relationshipsHi, In creating Relationships, should not be able to mark a Service Request as a Parent to it’s own Grandparent Service Request and other conflicting relationships betwe…
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Fusion Service Release CenterThe 25C update is here and brings a set of enhancements to improve your daily work. Here’s a quick overview of what’s new, grouped by module for easy reference. Service …Edson Junior, Oracle 532 views 3 comments 3 points Most recent by Edson Junior, Oracle Fusion Service
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Praveen Gehlot 51 views 3 comments 0 points Most recent by Narendra More-Support-Oracle Fusion Service -
To restrict the number of recipients in web messages sent through hr help desk and case managementSummary: To restrict the number of recipients in web messages sent through hr help desk and case management Content (please ensure you mask any confidential information)…Rajaraman Subramanian 11 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Fusion Service
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how can I remove Service request Update from SR Activity panel?I want to display only action, call and email related update in SR activity panel and I have checked in configure display activity. unchecked make for display but still …
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…
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Case Management - How is it categorized? Service? Help Desk? Other?Hi all, just wondering. Working specifically with Cases, it seems that it falls between the cracks with documentation. Even here in the forums there isn't a specific "Ca… -
Brainstorming: Implementing approvals using queuesSummary: Basically we want to try replicating branching of BPM Approvals but using Help Desk queues instead. To clarify, this is NOT a question about "Approvals for Help…
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Can we include hyperlinks in action plans in case management?Hello Team, We are trying to have the user to redirect to the change assignment page and currently we can paste it directly; but we are unable to include the hyperlink. …Rajaraman Subramanian 11 views 1 comment 0 points Most recent by Lori W-Support-Oracle Fusion Service
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How Case Manager / Case Worker communicate securely with the employee?How Case Manager / Case Worker communicate securely with the employee? Instead of send an email, how a Case Manager / Case Worker sends a message to employee?Natarajan Kumar 33 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Conversations don't show up in the case without reloadingWhen creating a new conversation from within a case, the conversation successfully saves but it doesn't seem to actually update the view of the Case itself. i.e. after t…
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How to Configure Case Object NotificationThis document guides a customer to configure Case object to send a notification to a resource when he/she is added to a Case. Login to App Composer Create and enter in a…Edson Junior, Oracle 132 views 11 comments 3 points Most recent by Edson Junior, Oracle Fusion Service
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SR is getting created when replying to the notification from object work flowSummary: Refered the guidelines provided in the document below, but its not working. Still a new SR is being created when any of the contacts under that SR reply to the …Mohit Thomas 41 views 5 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Cannot add documents to a caseIt seems that we cannot add documents to a case once it's been created. Is this by design? We are on 25B.
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The standard 'Monitor Service Request Milestones' scheduler is blockedThe standard 'Monitor Service Request Milestones' scheduler is blocked state when i schedule this scheduler to update the milestone compliance flagKanne Ramu 23 views 5 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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How to add 'Create Case' as a Quick ActionSteps: Create Sandbox Add & Navigate to Structure Click on Service -> Quick Actions -> Expand Service Center Quick Links Click on Create Enter Quick Action Details Optio…
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How to add Custom fields in Task Edit page within Case Management?We have defined few Action plan action like Investigation Meeting Scheduled. Now when the agent is updating this action we want to capture the actual date of Investigati…
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Using an action plan in case management, can an employee be suspended/terminated by the HRBP?Hello Team, I am creating a case management scenario to include action plans for disciplinary process; as a part of this process, can we include a termination/suspension…Rajaraman Subramanian 21 views 2 comments 0 points Most recent by Rajaraman Subramanian Work Life Solutions
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When merging a customer and supplier not all the sites appear, is this normal behavior?Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…Bernardo Martinez 11 views 1 comment 0 points Most recent by Karyn Kurland-Oracle Supplier Management
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Condition in "Manage purchasing document approval" is not work when cancel POMy case is that i want to "Cancel" the PO and then submit for approval base on PO document amount. But i find below issue, Document line total amount or document ordered…
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How to Create a Custom Folder in the Case Details PageSteps: Go to the Case Details page Click on the Logged-in user icon and then click on "Edit Page in Visual Builder" Select the VB project Once the project workspace open…
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How to Configure Stripe Code for Case CreationSummary: As of 23C, the stripe code for case creation is defaulted to "ORA_SVC_CRM". So when a user creates a Case, the new Case is CRM case. If any customer wants to cr…
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How does Primary point of contact of a Service Request know that it is being converted into a CaseSummary: User raises a Service Request and Agent converts it to a Case. How do the User know about this? And how does the conversation happen between the Case Manager an…
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Case Management - The Case Category displays as an ID number not a descriptionSummary: We are using Case Management for HR Help Desk/Employee relations cases and have utilised the category field to give us granularity of the different categories o…
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Trigger Email notification when specific category is added in attachmentSummary: Hi, We have added attachment category "Notice of Action" under attachment. Our Use case is : when user add that type of category into the attachment under Case …