Service Request Management
Discussion List
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Fusion Service > Service Center (B2BService) 24C Update - Changes "Ready for Use by End Users"Hello - I am looking for some clarification on some of the changes that come with the 24C Update related to the Fusion Service Center (B2B Service/Legacy Help Desk). For… -
Condition the status field according to the category of an SRGood afternoon, I want to find a way to condition the list of selectable SR statuses based on the category of the SR. Example: I have the following statuses configured: … -
How to configure a declined message in live chat?Summary: I want to configure a decline message on the "live chat" feature when there are no agents available to attend the messages, after two agents decline the chat th…User_QMJGQ 21 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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How to implement Message in service center in redwood?Summary: We have functionality to record the comments from service request in Message subtab. Please suggest how can we implement this in service center? Content (please…
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how to hide the mark as complete and delete actions in tasksHi Everyone, In NGS Activitiy screen we are getting Mark as Complete and Delete for Task. we don't want to give those two options available to End Users. How can we hide… -
Datetime conversion into Customer preferred TimezoneThe Datetime field to be converted from System Timezone to the User Preferred Timezone, any information on this would be appreciated Content (required): The Datetime fie…Venkat Mekala 41 views 1 comment 0 points Most recent by veerendranath pulivarthi-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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Automate addition of products to a product groupHi team, Is there any script that can be used to automate addition of products to a product group of a service catalog. A lot of items are being maintained by the custom…
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Ability to show service categories in hierarchical list in workspace while searching.Hi All, Our customer is having hierarchy setup for service categories, they are looking for the ability to show service categories in hierarchical list(roll-up) in works…NikhilSamudrala-Oracle 21 views 1 comment 0 points Most recent by Karyn Kurland-Oracle Fusion Service
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Contact search using the addressSummary: when I search for a contact using the address, only the primary address appears in the results. How can I include all addresses, including secondary ones, in th…
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Unable to add attachments to closed service requests after 24BHi All, We are unable to add attachments to closed service requests after 24B, can anyone assist on this? Thanks & regards, Nikhil
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need to add the related object custom fieldsSummary: need to add the related object custom fields on the parent object it order to include it as a search criteria Content (please ensure you mask any confidential i…
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Disable SR creation for Inbound emails, but maintain the email communication on existing SR's?Summary: Our client isn't ready yet to have inbound emails to their Support Email start creating new SR's, but they like the ability for Agents and Customers to communic…
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How to create foldout panels for displaying Assets, Subscriptions, and CoveragesIn response to frequent requests, this article is specially crafted to aid system implementors. It focuses on a specific use case involving the display of installed base… -
How to get the status and log file for a child ess job using websericves.Summary: Hello, Team. Greetings for the day We have a requirement to send out the log file of a failed ess job, but in our case, the actual error log file is generated a…User_2025-10-24-00-15-43-324 241 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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DCS Service : Dropdown LOV Modified in Fusion Service , changes are not showing on DCS PageSummary: On DCS User Page , at create Service request page we have one custom field 'Module' (LOV Type) which is also present in Service Request Fusion Page. I have modi…AMIT KUMAR YADAV 61 views 4 comments 0 points Most recent by AMIT KUMAR YADAV Digital Customer Service
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Need an API for Installed Base Asset SplitHi team, I need an API to split Installed Base Assets like the functionality of "Split all" we have in the UI for assets with Quantity > 1. Please confirm if anything is…
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When is service moving to Redwood (completely)?When is fusion service completely moving to Redwood -
Does Routines work for service request objectSummary: Hi Team, I have created one routine for Service request with attribute change trigger but it is not working. I have created different triggers as well but it is…
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How to link an Installed base asset to an SR in Redwood UI?Summary: We're doing a new implementation of Fusion Service for a client, and are trying to link Installed Base Assets to an SR in Redwood UI. I've displayed the lookup …
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Configure AI Similarity ServiceSummary: I am trying to configure Service Request Similarity feature on demo environment: https://etaj-dev5-fa.aiapps.ocs.oraclecloud.com/crm-svc/ai-similarity For this …
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Assessment template questions (more than 20 not visible)Team, We have a Assessment template with 22 questions. when we are using this template in account it shows only 20 questions. We are not seeing the 21st and 22nd questio…Ravikumar S-Oracle 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Unable to close the SR sub tab when open from install base asset screen sub tabSummary: Unable to close the SR sub tab when open from the install base asset screen. Navigation: Supply chain execution>Maintenance management> Manage asset screen > Se…Ashu Rewri - Trinamix 42 views 5 comments 0 points Most recent by Karyn Kurland-Oracle Supply Chain Orchestration
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Highlighting of SR based on the SR Status on the SR Landing pageHi Team, Can you please let us how can we highlight a Service Request record on SR Landing page based on the SR status or any other attribute. This is a business require…
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B2B Service for Incident ManagementSummary: Can the Oracle B2B Service Request/Center used for raising service requests also be utilized for reporting incidents? Content (please ensure you mask any confid…
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Is Redwood experience (Service Center) available to Partner Relationship ManagementHi Team, We have the visibility of SR in simplified UI, when we assign the SR to Partner User. But the user doesn't have visibility to Server Center - Redwood Version of…
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how to show moving notification or simple notification on layoutsSummary: Requirement is whenever I open service request Layout I need to show moving notification in red line. Content (please ensure you mask any confidential informati…
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Restrict DCS User to send email update on RESOLVED status SR and get autopreply notification emailSummary: If SR is in Resolved Status then can we restrict DCS End Users for sending their email reply update to Service Request Area under Messages. Like example - DCS u…