Service Request Management
Discussion List
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Is oracle support a TLS handshake for Inbound Email?Summary: **This post was created as part of a How to Service Request (SR) Is Oracle support a TLS handshake for Inbound Email? Content (required): Is oracle support a TL… -
How is the subscription selected for SR Milestone?Summary: Hi, I have two subscriptions - 1 is included warranty, 1 is service agreement. Both of them have covered level of asset (SN#100) and standard coverage with enti… -
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… -
Ability to collect feedback after a service request has been closedSummary After a service request has been closed, it would be good to have a feedback system that can be triggered to collect feedback from the clientContent Looking for …
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Bulk Update of a Custom Field in SR objectSummary: We have created a custom field in SR object. Now we want to update this field with some value for close to 50 K records. How to do this bulk update. Version (in… -
Under My knowledge classic, how to filter category based on user BU access?Summary: How to filter category based on user BU access. Content (required): While searching category under My knowledge Classic, all the categories for different BU is …
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Not able to store data in newly created custom fieldSummary: I have created a field(type text) ServiceActivityBillingType_c in a custom object(child of SR) and trying to store data in it using setAttribute() in a function…
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Can the Service Request message_id tag be removed from outbound messages**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: Can the system generated Message Id be removed for Respo…Robert Mutton-Support-Oracle 41 views 3 comments 0 points Most recent by user13048070 Fusion Service
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Is there a way to find a message sent to an invalid email address?Question : Is there a way to find a message sent to an invalid email address? ------------------------------ Body------------------------------------ **This post was cre…Mo Xie-Support-Oracle 42 views 2 comments 0 points Most recent by Mo Xie-Support-Oracle Fusion Service
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Achieve delay of 15 Min in Groovy scripting for SR objectSummary: How to achieve a delay of 10 min in SR object trigger using groovy scripting. We dont want to use Milestones as it might disturb the already setup milestones. V…
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When viewing Service request messages is there a way to show To: From: CC on the message?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: When viewing a service request the Messages subtab shows…Robert Mutton-Support-Oracle 41 views 1 comment 0 points Most recent by Karyn Kurland-Oracle Fusion Service
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How to restrict users to create\update\view SRs for a specific set of BUs?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: How can we restrict users from creating/updating or view…Robert Mutton-Support-Oracle 63 views 2 comments 0 points Most recent by Robert Mutton-Support-Oracle Fusion Service
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Does the B2B Service mailboxes for service have a spam filter in front of them?Summary: Does the B2B Service mailboxes for service have a spam filter in front of them? Content (required): Spam Version (include the version you are using, if applicab…
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How to get the Queue Owner Details using Web Service or Groovy ScriptingSummary: "OwnerPartyNumber" field in Queue object gives the party number of Queue Owner. But when I try to get the details of this owner contact using webservice "https:…
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Activity Due Date Mapping to Action Plan End DateSummary Activity Due Date Mapping to Action Plan End DateContent Hi, In the Action Plan setup I don't see any attribute mapping for Due Date. My requirement is to map ac… -
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… -
Create a Message of Type Response and channel Email using REST serviceSummary: We have a requirement to create a message on a Service Request on an Event. This message should be of type Response and Channel = Email so that an email is trig…User_2025-02-05-22-14-42-619 41 views 3 comments 0 points Most recent by madugulagopi Fusion Service -
How to find the base table name of a Custom Child ObjectSummary: How to find the base table name of a Custom Child Object. In our case this object has been created as a child object of SR. Version (include the version you are…
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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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Problem in adding attachment to message on Service Request using REST serviceSummary: I am trying to create an attachment using the below REST service. I have provided the request and response payloads. The response seems to have created the atta…User_2025-02-05-22-14-42-619 21 views 2 comments 0 points Most recent by User_2025-02-05-22-14-42-619 Fusion Service
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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 74 views 3 comments 1 point Most recent by Manpreet Kaur2412 Fusion Service
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How to Add Child Lookup ValuesSummary: How do I add the new values in child lookup based on field ResolutionCd. The Parent field is ResolveOutcomeCd. Object is Service Request. Any pointers or links …
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Limit on the levels of Service Request Category hierarchySummary: As far as I know there is no limit or restriction on the levels of categories in a SR category hierarchy. I can create child categories to any level. Please cor…Jitendra Singh-Oracle 21 views 1 comment 0 points Most recent by Melinda Uhland-Oracle Fusion Service
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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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Can we add cc on Inbound message to contacts in Service Request?Summary: Can we add cc on Inbound message to contacts in Service Request? Content (required): Is there a way to parse the email header of the Inbound message and take th…
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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 … -
Understanding SMS [channel Type and Communication Channel) in Service RequestSummary: Need details about SMS (channel Type & Communication Channel) in Service Request. [Assume customer has an SMS gateway] Content (required): I have to achieve fol…
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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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Trigger and populate the Resolve Service Request dialog box through codeSummary: Rather have the client click resolve and enter redundant data from the service request into the resolution I would like to trigger and populate the Resolve Serv…
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How to make a record read only based on a field valueSummary: How to make a record read only based on a field value Version (include the version you are using, if applicable): 21C