Service Request Management
Discussion List
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How to restrict employee access to creating Help Desk request while retaining access to 'My Help'?Summary: How to restrict employee access to creating Help Desk request while retaining access to 'My Help'? Content (please ensure you mask any confidential information)… -
How to extend Oracle Fusion Service Center to add a refresh button on the Service Request List PageIn this post, I want to address the need for creating a refresh button on the Service Request List Page (under Fusion Service Center). Through Visual Builder Studio, cus… -
How to Default Channel Value in Response Compose ?Summary: At Edit Service Request Page, business wants to default Channel Name 'Email' Value so no need to select Channel Email value while sending response. As in this s… -
Email Subject of Response Email from Messages Subtab in SRSummary: Hi, We are sending emails to Customers from SR=>Messages subtab=>Select Response from Compose Menu. By default the Email Subject is taken as SR Title. We want t… -
First Response Metric / Resolution metric (Time)First Response Metric / Resolution metric time are not working properly, I gave 60 / 240 for First Response Metric / Resolution metric respectively, When i created SR it…
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How to restrict Service Request visibility based on custom field ?Our scenario as follows BU: OH Division: Genomics / Medical Devices / IVD Service Rep 1 : OH BU & Genomics Division Service Rep 2: OH BU & Medical Devices Division Servi…Ravikumar S-Oracle 32 views 3 comments 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Can need by date be defaulted?Hi team, I need to know if the Need By Date can be defaulted in Service > Service Request > Create/Open Service Request > Add Parts > Add screen?
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how to deeplink in service requests page in quick actions section in employee self serviceSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…Aman Pahuja 23 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Import Service EntitlementsSummary: Import and Export Service Entitlements Standard Coverage Rules Content (required): We want add SLA to our Categories in Service Request. This is working OK addi…
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How to integrate EBS Install Base Assets with B2B Service?Summary: Integrate EBS Install Base Assets with B2B Service Content (required): We are looking to integrate Install Base Assets from external EBS to B2B Service. This is… -
Manager Should See Team's Service RequestSummary: We have a requirement that Manager should see only theirs Team's Service Request. For example Manager 1 belongs to Medical Division Manager 2 belongs to Geonomi…
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Next Gen HRHD Custom Field DefaultHi, Has anyone managed to get default expressions working for custom fields in Next Gen HRHD? I've attempted to use the following expression in a custom field of mine, t…
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How to modify Task Update Layout of the service request object in Redwoood (NGS)Summary: Unable to locate Task Update Layout from Service Request in NGS. I have to alter the Task update layout of the service request object in redwood(NGS). Upon navi…
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Is it possible to swap an asset through sales orderHi team, Please consider this scenario, Customer has a damaged product (this is a child asset in a hierarchy), customer returns it, the implementing company sends a repl…
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Ability to view replaced serial number under asset hierarchyHi team, Could you please confirm my understanding? Suppose there is a PTO model as the asset parent, under that, a child asset is damaged and is replaced by the impleme…
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Status of Service request changes to In Progress when First response is sent by Customer Service RepContent Hi, Is there any seeded configuration/functionality that changes the status of a service request from New to In Progress when Agent/Customer Service rep sends re… -
Remove the cache from Service Request reference numbersSummary: Currently the SR number (reference number) caches 1000 values at a time. These cause large jumps in SR numbers. We are required to report to regulatory authorit… -
Import service entitlements rulesHi everyone! I need to import about 300 SLAs to the Service Entitlements Rules. Is there a way to bulk import via import management or API? I'm only able to find API for…Roberta Oliveira 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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groovy to calculate due date based on working timeHow to calculate due date of a task based on working time? for example the shift of an agent is 9:00 AM to 5:00 PM. A task has lets say to be completed in 4 hours. Now i…Rabijit Purkayastha 31 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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How to control the Sales Order Sequence for the Sales Orders created against Service RequestSummary: We would like to control the Sales Order Sequence against the Orders created against Service Request Content (required): We are trying to control the sequence a…
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Data Migration of Work Orders (Engagement Cloud - Service)Summary Data Migration of Work Orders (Engagement Cloud - Service)Content Data Migration of Work Orders (Engagement Cloud - Service) Hi, We have about 150,000 work order…
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Service Request Data retention once the SR is closedSummary: Our business case is we have resolved the SR which is automatically set to closed after X number of days. This is set up with the help of a profile option. But …
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How to query the Fusion HCM person number in B2B Service RequestSummary: We have a requirement to query the HCM Person number in B2B service request in a custom field. How to achieve the same? Can we use the expression builder to bui…
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Ability to include parties information in Installed Base Asset ScreenHi team, Please help us understand if the below is possible, In the Installed Base Asset Overview page, we want to create a new subtab, in that the user can click on an …
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Ability to autogenerate asset number for manually created assetsHi team, Could you please let me know if it is possible to autogenerate asset number and have it populated in the asset number field every time we are creating a new ass…
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Stripe a Case for HRHD Action PlansSummary: Implementing Case Management for HRHD - client wishing to utilise the 22D upgrade that allows striping a Case for HRHD Action Plans. Content (required): Client …
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Can we enable milestones for HR help desk requests that were created before milestone configuration?Summary: Can we enable milestones for HR help desk requests that were created before milestone configuration? Content (please ensure you mask any confidential informatio…
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How to conditionally set the field value on the Service Request Create pageHi there 👋, In this video, Athira S. Nair from our UI Events Framework team discusses the importance of setting field values conditionally and introduces a solution that…
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23D Fusion Service Extensibility Features Highlight🚀 The Oracle Fusion Service 23D release is now available and includes several improvements that enhance the extensibility of our product. In this post, I would like to h…
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How to automatically create a service request when chat endsIn this how-to article, we demonstrate how to automatically create a service request and link it to the interaction when a chat ends. This can be achieved by combining a…