Case Management
Discussion List
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1Does Computer Telephony Integration (CTI) exist for Case Management?Summary: CTI is available in the classic UI for HR Help Desk and is on the roadmap for Next Gen HelpDesk so I am curious if this capability is possible with the case man… -
Query on Data Masking for Descriptive Flexfields (DFFs) in Oracle Fusion CloudHello Community, I am part of a project team working on implementing Oracle Fusion Cloud, and we are in the process of defining the full list of data, including personal… -
How to Create a Custom Table with an Actions Column in Oracle Fusion Service UI Extension AppProblem Statement A system implementor is facing a challenge in creating a custom table with an action column in Oracle Fusion Service UI extension app. The action colum… -
How to get a unique channel code for creating an email channel for case management?We have an email channel for HRHD in place and thought of using the same channel code for another e-mail channel for Case management. But it seems the account name and c…
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Oracle Case Management and HR Help DeskSummary: Could anyone please share more details on Oracle Case Management and how is it different from HR Help Desk? Content (required): Could anyone please share more d…
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Let's meet for a 1:1 discussion on Fusion Service Extensibility Connection.Hi, If we haven't met before, I am Edson Junior, Principal Product Manager for Fusion Service Extensibility. I have been getting valuable feedback from some of the video…
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How to Default Channel Value in Response Compose ?Summary: At Edit Service Request Page, business wants to default Channel Name 'Email' Value so no need to select Channel Email value while sending response. As in this s…
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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…
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Case Management - Case TypesSummary: Purpose of Case Types in Case Management for HCM Content (required): We are implementing Case Management for HCM and I'm wanting clarification on the purpose of…
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How to add action plans to a case?Summary: How to add action plans to a case? Content (please ensure you mask any confidential information): The user has both the Case Manager and Case Worker roles. I ha…
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Stripe a Case for HRHD Action PlansSummary: Implementing Case Management for HRHD - client wishing to utilise the 22D upgrade that allows striping a Case for HRHD Action Plans. Content (required): Client …
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Can we restrict the access of cases to user on the basis of queue?Summary: Can we restrict the access of cases to agents on the basis of queue? Content (please ensure you mask any confidential information): The user has the following r…
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How can employee create a case in HR Help Desk?Summary: How can employee create a case in HR Help Desk? Content (please ensure you mask any confidential information): Below roles give access to Case Management as Age… -
Can we enable milestones for HR help desk requests that were created before milestone configuration?Summary: Can we enable milestones for HR help desk requests that were created before milestone configuration? Content (please ensure you mask any confidential informatio…
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23D Fusion Service Extensibility Features Highlight🚀 The Oracle Fusion Service 23D release is now available and includes several improvements that enhance the extensibility of our product. In this post, I would like to h…
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How to Customize Deep Links in Fusion Service Center, Case Management and Work OrderThe triggerConfigureCustomNavigation event has been removed, paving the way for a unified navigation framework using the Service Console Navigation Framework. You can fi…
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Exciting Resource for Enhancing Your Integration and Business Logic with UI Events FrameworkHi community, ✅ We understand that waiting for updated documentation can be frustrating, which is why we are actively working on enhancing our current resources to provi…
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What is the table name where tasks of a Case is stored?Summary: We added a few tasks using 'Create Task' for a case in Case Management. Now, while creating a report, I can't find the table where these tasks are stored. Can a…
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Is it possible to send email from service request to email id that is not a contact in Oracle FusionSummary: Is it possible to send email from service request to email id that is not a contact in Oracle Fusion CX B2B Content (required): Version (include the version you…
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'Add Employee' from action bar missing in case managementI have been working on a demo environment from Oracle and 'Add Employee' option is available in the demo environment in Action Bar in Case management. However, when I wa…
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Extensibility Q&A for Fusion Service Center, Help Desk, and Case ManagementDiscover solutions to frequently encountered challenges in extending Redwood Fusion Service, Help Desk, and Case Management. Explore a continued working list of links to…
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How to enable Cases subtab in Contacts layout?Summary: Content (required): Hi, I want to enable Cases subtab in the Contacts layout but I cannot see the subtab in the application composer when I am modifying the Con… -
Unveiling the Power of UI Events Framework: A Video Series on how to use UEFOverview We are excited to introduce a series of instructional videos about the UI Events Framework (release in 22D only for Fusion Service Next Gen) aimed at enabling b…
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Create a contact through the IDSC Portal bypassing custom groovy validationsSummary: We are using the IDCS portal to create a contact, we know that the portal sends the information to Self-Service Registration. however in my contact object I hav…Jefferson de Laureano 92 views 5 comments 1 point Most recent by Jefferson de Laureano Fusion Service -
Series of short enabling videos you ought to bookmark it.Hi 👋, We are working on a series of short enabling videos so you accelerate your curve of learning on how to extend Fusion Service Redwood. I am happy to hear your ideas…
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Extending Case Management: how to implement validation in Create Case form?Summary: Content (required): The create button to actually create the case is not extendible, so the only other option is field validation. In this case, we need validat…
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Default values in Case Create ScreenSummary: How to default fields in dynamic form to a dynamic value from rest? Content (required): Hello, In Service>Case>Create screen we have the requirement to default …
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Capturing Survey Response on Closing SRsSummary: Can we directly create Surveys in Service Cloud and send for customer response on SR closure. I was referring to this Doc- Overview of Survey Framework (oracle.…
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Case Management (22C) Page BlankSummary: Blank Page when clicking on Services - Cases Content (required): Hi, as per the 22C B2B release notes, we are looking at configuring case management to in conju… -
BPM Worklist REST API IssueSummary: Hi, We are using BPM rest API to retrieve task in our custom screen and when we clicked on any task, it opens task form(shown in screen shot below) in a popup-w…