Channels
Discussion List
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Service Request is not automatically created by incoming emailHi team, We're trying to configure Inbound emails to automatically create Service Requests in CX Service module. We've done the below configurations: Used the standard E… -
Ability to attach KM article in OB messagesSummary Ability to attach KM article in OB messagesContent As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound… -
Telephony integration in Redwood: Build your CTI toolbar as a Visual Builder App UIYou can leverage Oracle Visual Builder to implement your CTI toolbar application without needing to use a standalone web server for the deployment. Note: You must be fam… -
avoid Signature images attachment in SRSummary: avoid Signature images attachment in SR. When user sent email and its get create service request in oracle. So, signature images like logo of company is also ge…
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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 do I collect logs to debug issues with chat and phone call flows?To debug issues with chat and phone call flows in Service Center or HelpDesk, there are two different ways to collect logs. Follow either of the steps to collect log fil…
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Telephony integration in Service Center with the Redwood User Experience using UI Events FrameworkTelephony partners and Systems Implementers can leverage the UI Events framework to integrate the media toolbar in Service Center with the Redwood User Experience. UEF (…
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Chat for B2B Fusion ServiceSummary: All I need is to enable Chat in Fusion B2B Fusion Service. I followed and enabled all the profile options mentioned - 1) Enabled Omnichannel Routing and Chat fe…AparajitMalliJawaharBapu 121 views 13 comments 0 points Most recent by D Yetter-Oracle Fusion Service
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Getting error- You must select channel for your response because the last customer messageHi Everyone, I'm facing an issue while trying to compose a message in redwood service center in an SR. I created a social channel service request. I'm able to create mes… -
How to set E-Mail Channel in Messaging Tab as default?Summary: In the messages subtab of Service Request Object I want the E-Mail-Channel to be set as default. Content (please ensure you mask any confidential information): …Matthias Wulf 11 views 3 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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Urgent: Need Guidance on Logging SR Automatically from Customer Emails in Fusion CX RedwoodWe urgently require your guidance on setting up an automated Service Request (SR) creation mechanism in Oracle Fusion CX Services (Redwood UI) when a customer sends an e…
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whatsapp channel configurationwe have a requirement to create service requests from the whatsapp. After creating the SR communication between cs agent and customer should go through the whatsapp only…
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How to create SMS notification for HR Help Desk issues?For HR Help Desk and case management, we can create notifications via groovyscripts and notification preferences for bell and email notifications; how to create them for…
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how can we configure the dynamic from address in Service cloud messages objectWe have a requirement to send the mail's to end user's from dynamic from address based on Business Unit. We are able to change the channel Name only by following below d…Dara Nagasai 21 views 3 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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How to add a new line in acknowledgment messagesSummary: Hi community, Is there any way to add a new line in acknowledgment messages? I have tried adding an enter, \n, and other commands but they don't seem to be rec…Ricardo BarreraR 41 views 4 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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Getting attached error while importing party site uses through bulk FBDISummary: Content (please ensure you mask any confidential information): Getting attached error while importing party site uses through bulk FBDI.
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Oracle Web Chat for Service (WCFS) Engagement Engine for Fusion Service ChatSummary: Hi, We are trying setup Oracle Web Chat for Service (WCFS) with Oracle Engagement Engine for the "DCS Portal" for Fusion B2B Service. We followed the documentat…AparajitMalliJawaharBapu 163 views 6 comments 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle Digital Customer Service
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Outbound Emails from Service Request Not Received by RecipientsSummary: We are encountering an intermittent issue where outbound emails sent from Oracle Fusion Service Request to external recipients via the Smart Actions "Compose Me…
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Create a Contact and Account Record When a Case is Created Using Inbound MailSummary: Create a Contact and Account Record When a Case is Created Using Inbound Mail Content (please ensure you mask any confidential information): The requirement is …
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send sms when SR is resolvedSummary: Hi Team, I have a requirement to send SMS notifications when a service request is resolved. While exploring the application, I noticed an SMS channel listed und…
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Is it possible to create new/custom actionable infolets for FIN/SCM module ?We are trying to create an Custom Actionable Infolet, so that we can add actions (ex. Create, Submit PO/Requisition). But as off now there is only one option available f…
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Assign Category for SRs coming from Email ChannelSummary: When inquries are sent to mailbox, an SR is created without a Category value. What can be done to auto-populate the Category with a specific value depending on …
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Oracle fusion Service CTI Integration Implementation IssuesSummary: While Implementing the CTI Integration with third party we faced the below Issues and concerns. If anyone faced the same challenge or having insights on below c…
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set up visibility for queue based on business unitContent We want to modify the arrival page of the queue management for managers, the idea is that they can only see the queues that are related to their own business uni…XUM TECHNOLOGIES 72 views 5 comments 2 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
How to create B2B SR through Inbound Email?Summary: Hello Experts, can anyone share setup document to crate B2B Service Request with Inbound email? Content (required): We are planning to utilize Service Request m…Umer Khitab 81 views 10 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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How to fix error (SVC-5295359) and (SVC-5295360)Summary: I wanted to convert an specific email to create SRs in helpdesk. I created a channel for this email address. Create auto routing rules to route any emails to th…
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How to update the SR record when a customer replies to an email or update on DCSSummary How to update the SR record when a customer replies to an email or update on DCSContent There is not an out of the box way for an SR field or status to get updat…User_2025-02-03-19-47-52-460 73 views 4 comments 2 points Most recent by AMIT KUMAR YADAV Fusion Service -
Sending an Outbound message via groovySummary: Hi, Is it possible to send an outbound message from a service request using groovy? Basically, we want to automate some outbound messages on the click of a butt… -
Triggering Queue notification to all Resource Member of respective queueSummary: Service Request - Notification to all the Resource members of the respective queue. Content :We want to send the bell & mail notification to all the Resource me…Mohammed Waseem Akram S 131 views 7 comments 0 points Most recent by Melinda Uhland-Oracle Fusion Service