Service Request Management
Discussion List
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Returning null value while calling GET restAPI through groovyContent Hi Team, I want to consume a rest API (GET method) through groovy script. For that I have registered the below API in webservices section and invoking through gr… -
Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like domain1@sample.com , domain2@sample.com and if any customer dropping an email to domain1@sample.com an SR w…
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Warned and Comliance Flags are not set in the Service Request Milestone recordsContent Hi All, We are using seeded milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and …Jitendra Singh-Oracle 112 views 2 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service -
Unable to See Custom Object in the Navigator/Springboard within sandboxContent Hi Team, I have created a custom object and enabled the security options. Then I want to expose that object into navigator/Home page through structure. But it is…
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How to achieve Service Request deeplink as a Hyperlink in the the Smart TextContent I have to create a hyperlink in the smart text which points the end user to the Service Request in DCS customer portal. When smart text is inserted in the messag…Jitendra Singh-Oracle 48 views 9 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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How to change the order of attachment categories on Service Request Attachment pageSummary How to change the order of attachment categories on Service Request Attachment pageContent Hi experts, When Agent add attachment on a service request, drop-down …Jitendra Singh-Oracle 53 views 6 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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Required field errorSummary Title being required without the actual need toContent Hello all. Guys I've re-configured the layout of SR creation page. Just like the image attached. Though it… -
Associate multiple Sales Accounts to a Service RequestSummary The goal is to be able to associate mutiple accounts to one service requestContent As designed, the Service Request has a 1:M relationship with the Account objec… -
How to merge duplicate service requests (SRs) by agent?Summary We occasionally need to merge two service requests into a single service requestContent How do others manage duplicate service requests? Is there a method to qui… -
Best practice to create a custom roleContent Hi, I had 2 queues as Q1, Q2 and I want to add one button in the SR details page layout which should be visible only for Q2. For that I have created a new role w…
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How to store Opportunity record in service requests sub-tab ?Content Hi Team, I am having a button as "Create opportunity" which will create a record into opportunity object and a subtab as "Opportunities" in service request layou…
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Organization Hierarchy in B2B serviceSummary Benefit of having organization hierarchy in B2B serviceContent It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who…
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Action Plan AutomationContent Dears, I need to start the action plan automatically after I click Save And Continue in the service request.. how can I do this? Version 20C (11.13.20.07.0) -
Milestones not Applied to SRSummary System dispalyed Time remainig 14 hours instead of 5 mins -
Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques…
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Clarification on OOTB reports are available in service?Content Hi Team, In Service, Is the below reports are available in OOTB or have to create custom reports? I don't find any in BI analysis. 1. Average speed of response t…
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Can we control Status value based on the Categories?Summary Can we control Status value based on the Categories?Content Hi experts, We have a requirement to control the values of statuses based on the category we choose. …Jitendra Singh-Oracle 52 views 2 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service
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Impact on standard category field in service request objectContent Hi Team, I want to know that which is the best way to maintain SR types either using the standard category or by creating a custom field. Because now I'm using s…
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How to include SR object fields into Milestone object in Email templates?Content Hi Team, I have created an email template for SR escalation which will be trigger through Object workflow on Milestone object. In that template doesn't have Serv…
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Related Service Request for an SR created via Action Plan actionSummary How to add an SR created via action plan action to orginal SR as a related service RequestContent Hi, I have a scenario - We have last action in the action plan …
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FAQ notification and approval to usersContent Hi Team, When a new FAQ is created, can we able to send notifications to all business user? I have seen a profile option "CSO_NOTIFICATIONS_PUBLISH" which will s…
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Set Up Service Request Visibility for the users business unit onlySummary we want to do the set up of the SR based on the user Business unitContent we want to do the set up of the SR based on the user Business unit, at the moment oracl… -
Reminder email for SR activitySummary Reminder email for SR activityContent Has someone setup reminder on SR activity like we do on SLA milestone? I have similar requirement to send email notificatio…Jitendra Singh-Oracle 58 views 4 comments 2 points Most recent by Jitendra Singh-Oracle Fusion Service
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SR should not be resolved unless Action Plan is completed successfullySummary SR should not be resolved unless Action Plan is completed successfullyContent Hi, I have a requirement - If a Service Request is having action plan, It should no…
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Service Request Assignment process doesn't triggerSummary Service Request Assignment process doesn't triggerContent Hi Experts, We wrote before-insert trigger on SR object to set the status of Service Request to "Pendin…Jitendra Singh-Oracle 45 views 6 comments 3 points Most recent by Jitendra Singh-Oracle Fusion Service
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How to display values in DCL field based on Account and PrimarycontactIdContent Hi Team, I want to put filter in DCL field and the values should change dynamically based on Account and PrimarycontactId.But it is not working properly and belo…
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Adding Action Plan to a Service Request based on the CategorySummary Adding Action Plan to a Service Request based on the CategoryContent Hi, Is there a way to add Action Plan to SR based on the Category? Currently we have to do i…Jitendra Singh-Oracle 151 views 11 comments 2 points Most recent by Venkat Pantula-Oracle Fusion Service
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Time zone is late 1 hour that the expected timeSummary Time zone is late 1 hour that the expected time, SR reported date is late 1 hour and the time zone is not reflected on the SRContent we created new calendar with…
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Inline Images New Feature in 20CContent Does anyone know what exactly the inline images feature with 20C is supposed to do? It says that they will show up in the order that they were sent, but then als…User_2025-01-31-00-25-12-234 51 views 9 comments 1 point Most recent by User_2025-01-31-00-25-12-234 Fusion Service -
SR and HR HelpDesk on the same PODSummary Any customers?Content Quick question - Do we have any customers which run Service Request (for customer) and HR HelpDesk (for employee) on the same POD? Thanks, …