Channels
Discussion List
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Assigning to queues based on email header informationSummary How can we assigned SRs to the right queue based on where the email was routed from?Content We have created a few different queues and would like to auto assign …User_2025-02-03-23-53-11-047 59 views 1 comment 1 point Most recent by Jitendra Singh-Oracle Fusion Service -
Interaction History not being populated in SR ObjectSummary I have gone through the documentations and I don't know what I'm missing. Interaction history is not being populated and I have tried through chat and email.Cont… -
Application table for standard coverage under subscription managementSummary Need to query coverage details under subscription management using data modelContent Subscription Management -> Standard Coverage - > (Template details) what is …ViswanathaReddyKetireddy 32 views 4 comments 0 points Most recent by ViswanathaReddyKetireddy Fusion Service
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OTBI Reports getting tagged as CRM instead of HCMContent Hi all, We've noticed that all of the OTBI reports that we have scheduled to go to HR Help Desk are being tagged as CRM instead of HCM, so they are not making it…User_2025-01-31-00-25-12-234 17 views 3 comments 1 point Most recent by Anand DN-Oracle Fusion Service
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How to send email to group members from service requestContent Hi Team, I want to send mail to all the members available in the queue whih is selected in the SR. I tried using Object workflow with Resource group option in th… -
Chat message sent under SR > Messages tab not sent to contactContent I have implemented all the Chat Setup steps on OEC using the Chat Inlay option and the Chat communications and chat assignment rules are working perfectly and th…
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Different queues for each inbound emailSummary Different queues for each inbound emailContent Hi All, Is it possible to configure a different queue /help desk like HelpDesk 1, Helpdesk 2 etc. for different em… -
How to send Email remainders to users for status change within SLASummary Send remainders using SLAContent Hi All, We have an requirement to send remainder notifications to users for specific users based sla defined, is it possible? Re…
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Service – B2C Service 21A Release Overview, 23 February 2021, 8 a.m PT - Submit QuestionsContent Submit your questions for the Service – B2C Service 21A Release Overview session to have them answered during the live event. Post your questions by posting a ne…
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Date field comparisonContent Hi Team, I have 2 custom date fields named as firstPPMdate_c and Enddate_c. While saving the record with value, the firstPPMdate_c should be earlier or equal to …
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How to retrieve child object values using SOAP service through groovy?Content Hi Team, I am trying to retrieve a value from contract child object using SOAP service in servicerequest object.Below is the format I have used to give parameter…
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Get notification template message as a stringSummary Get notification template message as a stringContent We have a requirement to sent an email notification triggered by SR creation to multiple recipients. The cus… -
Default channel by email entrySummary How configure channel trigger to change if email or normal entry?Content Hello experts. I've created a trigger to set ChannelTypeCd always as WEB. (Clients reque… -
Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like domain1@sample.com , domain2@sample.com and if any customer dropping an email to domain1@sample.com an SR w…
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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.Mary Correnti-Oracle 36 views 2 comments 4 points Most recent by Sona Srinivasan-Oracle Fusion Service -
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 Fusion Service
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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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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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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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Bell notifications is not triggered automaticallySummary Bell notifications is not triggered automatically when a new SR gets assigned to an agentContent Hi Team, When an SR is assigned to the available agent in the OE…
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session time out after 30 minsSummary When a customer is updating the incident and before clicking update button, he doesn't do anything for next 30 mins . After 30 mins he clicks on update then mess… -
How to invoke url through groovy scriptContent Hi All, Can anyone aware of how to invoke a url directly into the groovy script? I have tried using the below post but it is throwing exception that "calling the…
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Update all answer articles using script at same time,Summary I wanted to update all the articles using a custom script but it's not able to process more than 200 records.Content I am trying to update all the articles using…
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Help with email filteringSummary Have other HR Help Desk users found an effective way to filter out all auto response emails?Content Hi B2B community, I am not sure where exactly to post this qu…
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How to setup slack channel on Service RequestContent Hi Community Members, Can anyone tell me about how to setup slack channel for Service Request? I have checked setting communication channels chapter in oracle do… -
CTI in Oracle Engagement CloudSummary CTI Adapter compatibility with Telephony Service ProviderContent Hi All, Good Afternoon. Today, most of our customers are looking for a common feature in CRM, wh… -
Learn How Augmented Reality (AR) is Transforming Support and How Oracle B2B/B2C Service Can Help - NSummary Get up-to-speed on how the innovative technology of Augmented Reality (AR) and specifically how AR is transforming support and how you can leverage your Oracle B… -
How to default Create Service Request in Engagement Service?Summary Need to configure Create Service Request as default when Contact Number does not match in ContactsContent Requirement: When a call is accepted, Engagement Cloud …
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Survey / Feedback on Incident ClousureSummary Survey / FeedbackContent Hi team, How to configure a survey and attach the same along with the incident closure mail so as to understand the customer sentiment o…User_2025-01-31-00-30-32-814 49 views 5 comments 3 points Most recent by Karyn Kurland-Oracle Fusion Service
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SR Feedback featureSummary Any ways to request feedback from Customers?Content Do we have any feature to request feedback for SRs we worked with customers? If no, do we have it in near roa…