Service Request Management
Discussion List
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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… -
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… -
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…
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How to fetch email address of inbound mail if it is an Unknown ContactThe requirement is that some fields must be defaulted if and only if the inbound mail address consists of/ends with @emerson.com . Oftentimes, the inbound email is an un…Akshath M G-Oracle 21 views 2 comments 1 point Most recent by Tony Phetbourom-Support-Oracle Fusion Service
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Email to Service Request (SR) creationSummary: Application: Oracle Fusion B2B Service Cloud Service I need the steps for Email to Service Request (SR) creation. Please share link to configure this functional…
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Can we remove that Insert Image button from Message box in service request?Can we remove that Insert Image button from Message box in Service request while adding message?
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Is there a way to Import Service request part details, Creating SO & Receiving to be doneWe have a requirement on data migration, where we are going to migrate open SR's and need to import Service request part details (RMA & Shipment line) , post that create…
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How to show Account level notes on service request pageWe need to display account-level notes on the B2B service request page for the call center team to review the process or information shared by the customer on the accoun… -
24B Fusion Service Home PageOverview Welcome to the Fusion Service Home Page! This page, which is only available in the Service Console mode, provides Fusion Service Agents with a comprehensive ove… -
How to make a custom notification?Summary: I want to create custom notification from scratch not a standard and to customize no but one that doesn't exist and from scratch so how to do that
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Automate Forward or Response Email from SR Messages subtab to Primary Contact when SR is createdSummary: We want to automate sending a Forward or Response email to Primary Contact when SR is created. This is mainly to include {##123***##} type auto generated value … -
Customer wants to select Order Number and Lines when creating Service Request.Summary: Dear team, We have a requirement that the customer wants to select Sales Order Number and Order Lines when creating a Service Request. We are not able to access…
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How to prepoulate value in additional email address while composing responseSummary: Hello , We have a requirment when we are sening response message from SR>Messages, we want set to address with a custom filed in SR which stores email id.could …Vadla Sudheer 31 views 2 comments 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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How to Migrate the Translated Lookup values from one instance to other?Hi Team, We have created the customer lookup which has 2500 records, we translated those values using the translate icon, and after translating the values we can see in … -
Is there any report in audit logs where we can trace when an admin user do Queue rule deletionIs there any report in audit logs where we can trace when an admin user do Queue rule deletion through Set up & Maintenance.
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Can we import records for Parts Detail under Service Request via Import Mgt or FBDI?Summary: Want to know if the Parts Detail record can be imported by any means. Content (required): We can create manually parts detail records from RMA and Shipment line… -
Restricting knowledge Article on DCS portal based on the Knowledge user groupContent As per seeded functionality of DCS, Self-Service Users can access all knowledge articles that belongs to knowledge user group 'Everyone' with the help of Anonymo…Jitendra Singh-Oracle 105 views 6 comments 1 point Most recent by ArunKrishna-Support-Oracle Fusion Service -
Approval of Knowledge Articles in B2BSummary Approval of Knowledge Articles in B2BContent Hi All, We have a requirement in B2B service wherein customer want the approval workflow for knowledge articles. I s…
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Configure the Radix format for Service RequestsSummary: When we format the Radix to e.g. 000000 and No Alphanumeric Conversions, when we hit 999999 does anyone know what happens? Does this limit us to only 999999 SRs…
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How to Enable Asset-Based Layout in Visual Builder StudioOverview Welcome to this guide on how to enable Asset-Based Layout (starting in 24B release) in Visual Builder Studio. This tutorial will provide step-by-step instructio… -
How to create Activities Tasks Template in Fusion Service?Summary: We can create standalone tasks in Service Request under Activities subtab. However, we have a requirement to auto populate set of tasks when the new SR is creat…
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How to create new action listSummary: How I can create a new Action Plan Content (please ensure you mask any confidential information): I am adding to Service request an action plan which works fine…
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Create a new Action Plan TemplateSummary: Creating a new action plan template in Fusion Service is done through 'Manage Action Plan Templates' task from Setup and Maintenance. However, the user is not A…
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How to make Actions visible to customers?Summary: When creating actions and action plans, I see that the visibility of an action allows you to select "Customer Visible" however, we are not seeing the actions sh…
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custom layout not visible in-Service Request ObjectHi We have created custom layout for Create/Details page for Service Request Object. After publish, custom layout is not visible only standard layout is visible. Please …Ravikumar S-Oracle 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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How to enable Format painter option in Service request object?Format painter option is not enabled hence we are unable to maintain the font style and font colour in service request. Kindly please let us know how to add format paint…
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Can I use the following seeded fields?Hi, I will be persisting external system service request ID, and service request number (both are different values), in Oracle CX Service Request form. Can I use the "Or…