Configuration and Administration
Discussion List
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How to get a recommended article to show when a new service request in a specific category?Summary: Inside a service request, when the category is selected as "Accommodation" we are linking an knowledge article called "Job Aid" & we have saved the service requ…Liviu Snop-Support-Oracle 36 views 1 comment 0 points Most recent by Liviu Snop-Support-Oracle Fusion Service -
Logic of Recommended articles in Service request of B2B service cloudSummary: Logic of Recommended articles in Service request of B2B service cloud Content (required): What is the current logic (fields used) to generate recommend articles…
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Custom attribute not showing inside the class matrixAfter adding the below attribute inside manage service mapping Try to select it from the matrix class its not existing in the compare to Attribute list I followed the al… -
One email coming into 2 different mailboxesSummary: We had a recent scenario where an email came into 2 different service mailboxes. One was listed in the To and one in the CC. Only 1 incident was created and bas…
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Is it possible to create multiple Standard Coverage under Subscription Management based on Category?**This post was created as part of a How to Service Request (SR)Release: 11.13.22.04.0 Summary of the question: Is it possible to create multiple Standard Coverage under…Robert Mutton-Support-Oracle 42 views 5 comments 0 points Most recent by Alex Balanovsky Fusion Service
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CKFinder in B2B KMSummary: CKFinder in B2B KM Content (required): In B2C- OKA, image properties have browse server option to upload and store images in CKFinder. Whether Similar feature /…
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How to import articles with attachments in B2B KM using REST API?Summary: We are able to import article without any attachments using content import API : /km/api/v1/content/import but not for articles with attachments with the help o…
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How to add flag on Attachment field in Service request ?Summary: we are trying to add a Flag on Attachment Field but, not unable to get Attachment details through the webService as well as there is no specific object for it a…Harinath Boga 42 views 1 comment 0 points Most recent by Tony Phetbourom-Support-Oracle Fusion Service
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How to setup auto assignment of Service Request to Queue in Oracle B2B ServiceSummary: Check out our latest blog post on "How to setup auto assignment of Service Request to Queue in Oracle B2B Service"! Content (required): https://blogs.oracle.com… -
Oracle Live Experience on top of CTISummary: Can we configure Oracle Live Experience on top of a Conputer Telephony Integration? Content (required): Version (include the version you are using, if applicabl…
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Best Practices to work with CategoriesQuestion : Best Practices to work with Categories ------------------------------ Body------------------------------------ **This post was created as part of a How to Ser…Mo Xie-Support-Oracle 74 views 1 comment 0 points Most recent by Mo Xie-Support-Oracle Fusion Service
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How to restrict knowledge administrator publishing privileges based on content type?Summary: ------------------------------ Body------------------------------------ **This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 …
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Groovy to route SR to Agents.Summary: We are implementing the HRHD to a company, and they want that the SR are assigne to Resourses without considering the limit of work and even if the resourse are… -
Unable to change the SR Status by Partner UserSummary: We have a scenario where Service Requests are automatically assigned to a Partner user. When the partner user logs in and reviews the SR, he is not able to chan…
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Groovy - Unsupported methods .getOrganization()Summary: I'm trying to return the current users Organization for some logic on a page layout. However using the script below it returns null in the logs and when assigni… -
Restrict Service request category based on another fieldSummary Restrict Service request category based on another fieldContent Hi, We have a requirement to show only few Categories on Service request based on another field o…User_2025-02-10-16-58-36-742 70 views 3 comments 1 point Most recent by Manpreet Kaur2412 Fusion Service -
Action Plan - Business UnitsSummary: When creating a new action plan aciton, is the feature to include the Business Unit still available in the most recent version of B2B? As on some reference docu…
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Survey using Engagement Cloud - ServiceSummary Survey using Engagement Cloud - ServiceContent Hi, Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or ma…
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DCL field in oracle Engagment cloudSummary: Hi All, Is there any way to add the or conditions in the field. I am trying to retrieve the values of all the Assets which is related to Account and Category we…Muthulakshmi Muthaiah-262443 31 views 0 comments 0 points Started by Muthulakshmi Muthaiah-262443 Fusion Service
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21D - Streamline B2B Document SharingWe are testing the configuration to enable intelligent matching for new suppliers to trading partners in OBN. Here's a link to the documentation. https://www.oracle.com/… -
Calculate Service Request (SR) Milestone on Date ReportedSummary: Change the calculation of SR Milestone from Creation Date to Date Reported Content (required): The client sometimes receives late notice of an issue and raises … -
PoC for Service EntitlementsSummary: Would like to demo Service Entitlements / Milestones / First Response Metric in a Non-Publishable Sandbox Content (required): I have performed the necessary set…
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Feasibility check of Service Category Name in Search barContent Hi Team, Customer Requirement - Suppose for an SR, third level category is selected and saved the SR. When opening the category field in the SR, is it possible t… -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged. -
Create Service Request from ChatSummary Interaction & SR CreationContent Business Flow: Customer initiates Chat -> Agent accepts Chat -> Chat Wrap-up -> Interaction Creation on Contact Record -> New Se…
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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 60 views 1 comment 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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business rule, set custom fieldSummary options for a yes/no custom fieldContent when i use a (contact) custom field in business rules and i want to assign a value. if using a yes/no custom field the l…User_2025-02-11-12-29-28-935 41 views 1 comment 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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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 35 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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Knowledge Locales Article for all usersContent We have articles that are country and locale specific and then ones that need to be globally visible. Trying to determine the best way to do this so that we don'…