Service Request Management
Discussion List
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Unable to add resources to Internal Service request queuesSummary: I'm setting up internal help desk requests. I created a custom resource role and set the Usage to Service feature. I assigned this resource role and a resource … -
Unable to search new customer account in Fusion Service Accounts page.Summary: Content (required): The new customer account is created from Accounts Receivable --> Manager Customers. However, the account is not coming in search from Fusion… -
Auto Assign Category and Queue to Service Request created through inbound email?Summary: SRs getting created through Inbound email with basic details (e.g. Title and Problem Description). Is there any way to auto assign a category and queue when SR …
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Standard Content Type not visible when creating articles in Knowledge using Redwood UISummary: Steps: 1. From the Springboard, select Knowledge > Authoring. 2. Click Create Article. Get No Items to Display. However, when I use Author Classic I can see 4 O…
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Can an action plan be automatically added to the SR ?Summary: Good afternoon, Can an action plan be automatically added to the SR based on the field category name or problem type after the SR is created? My idea is that wh…
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Reopen closed SRContent Hi All, is there any possibility to reopen an existing SR if customer has replied to Closed SR? if possible then where we can perform this configuration? ~ Rohit -
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 -
Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag … -
Generative AI - Knowledge ArticleAI in CX B2B Service. We have a requirement to show AI features in CX B2B Knowledge Article. When we attach knowledge article in Service Request, AI creates response dra…
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Is it possible to change the default filter values selected for SR in Accounts details page layout?Summary: We are looking to show all the SRs for Accounts (open and closed) by default in Service Requests tab of Account. At present by default Open SRs are shown and th…
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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… -
How to create groups in BPM worklistSummary To Create group of users to whom the task should be reassigned in BPM worklist notificationContent Hi All, In BPM worklist bell notification actions there is an …
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How to add custom table which has records in layoutsSummary: We need to add one custom page in tab in custom object. When user click on that tab it open that custom page and that page will call Third party API and we need…
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How to restrict standalone work order creation in Fusion Service?Summary: How we can control that user should not be able to create standalone work order n Fusion Service? Work Order must be created from Service Request page. Content …
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unable to find field storing login idSummary: We have a business use case where the "owner should only be able to edit the jobcards". In the service request object, we've implemented a condition where field…
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How to disable or remove cancel work order button from OFSC work order screen? ( redwood)Summary: How can we disable or remove the "Cancel Work Order" button from the OFSC work order screen in Fusion Service Redwood? Alternatively, is it possible to remove t… -
Work Order - Parts DetailsHi Team, In Work Order, we have part details tab. When work order status is Started / Suspended, Create Parts (+ Icon is disabled) how to enable this for work order stat…
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How to parse Inbound email fields in to Service Request Fields ?Summary We have a requirement to parse fields from Inbound email fields in to Service Request Fields. For example if inbound email has Account name, serial number and pr…
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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
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Default Work Order Search in Service Request TabSummary: Hi, Is there any way to change the default search on the Work Orders sub tab on Service Request to "All Work Orders" instead of "Open Work Orders": I couldn't f…
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Hierarchy View not working under Schedule ProcessSummary: We ran 'Import AutoInvoice' program which generated a few of the subprocesses but not sure why the Hierarchy view is not working and it is showing all the main …Rahul Kumar Gupta.-Oracle 1 view 1 comment 0 points Most recent by Andreea Laura Panait-Oracle Receivables & Collections -
"Automating Service Request Status to 'In Progress' for Generic or OFSC Work Orders"Summary: Could we automate the service request status to "In Progress" when creating a Generic or OFSC work order? Content (please ensure you mask any confidential infor…
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Approval Hierarchy for HelpdeskSummary: Is it possible to set an approval hierarchy for specific Help desk Requests?
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I am unable to see my internal service requestsWhen I create an internal service request, i am unable to see it from Help desk request work area. I have assigned all the necessary helpdesk related rolesas well. Any h…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Unable to edit the Queues in ServiceI have added some queues, However I am unable to edit the Distribution, Overflow Criteria, etc. Please see the attached screenshot. Any help is appreciated. -
The same service category cannot be used for more than one BU.Summary: Hello community, We need to use the same service categories for more than one BU, currently at GUI level it is only possible to select a single BU for each cate… -
Unable to see Service Request icon on Homepage or Navigator after enabling Service offeringSummary: I have enabled Service Offering. On the homepage or Navigator the Service Request icon is not visible. The structure page shows the EL expression as shown in th…
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How to get complete audit reports for usersSummary: Our requirement is we need to integrate our audit logs with third party system. What ever happen in Oracle b2b service cloud we need to capture it in thrid part…