Service Request Management
Discussion List
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How the Service Request can be billed to CustomerSummary How the Service Request can be billed to CustomerContent Hi, We are looking for a solution where we can bill the service request to the customer. For example, an… -
Ability to see history of approvals in SR objectSummary Can we see history of approvals directly from a SR (on a custom approval BPM flow)?Content Requirement: Custom approval flow (BPM) is there on SR object. Custome… -
SMS from Oracle Engagement CloudSummary How to send text messages to Service Request's ContactsContent Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external ven…Shivam Bansal-Oracle 41 views 2 comments 0 points Most recent by User_2025-01-23-23-04-28-413 Fusion Service -
Customization in Service EntitlementsContent Hi, We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs. Is it possible? H…Mohana Gopal S-Oracle 33 views 2 comments 1 point Most recent by Mohana Gopal S-Oracle Fusion Service -
Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Summary Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Content Hi all, I am looking into creating an SR from information that sits in core HR and… -
Categories in GroovySummary Can I access Categories using newView()Content We want to create a custom Category field validation when the category is selected in the SR. Specifically, we wan… -
Email is triggering multiple timesSummary Email is triggering multiple times on Service request objectContent Hi Team, We have two email templates and which will trigger through object workflow based on … -
Passing values from Service Request Page to Contacts Create Page fieldSummary How to pass/set a value from SR Page to Contacts Create Page?Content Hi all, Is this scenario possible in Oracle Engagement Cloud? Scenario: I have a custom FCL …
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Setting up the web channelContent Hi Community Members, I would like to know about following scenario : if SR has been created manually or using any other chanel apart from web in OEC and while r… -
HR help desk SR: required fields are not populatedSummary HR help desk SR: required fields are not populatedContent Dear experts, I am experiencing the following issue with HRHD SR UI: for some reason fields like Primar…Volodymyr Faranosov 42 views 1 comment 0 points Most recent by Justin Anderson-Oracle Fusion Service -
Implementing chatSummary Understanding chat implementationContent Hello, I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to imple…User_2025-02-04-13-50-48-142 95 views 8 comments 1 point Most recent by Dinesh Sahu-172225 Fusion Service -
Can we create Maintenance Work Order from Service RequestSummary Can we create Maintenance Work Order from Service RequestContent Hi, Can we create Maintenance Work Order in Maintenance Module from the Service Request in Servi…
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Can we able to get the logged in username and password dynamically through script?Summary Can we able to get the logged in username and password dynamically through script under service request object?Content Hi Team, I have registered OIC rest API in…
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Is there an archive mechanism to archive SR messages?Summary Is there an archive mechanism to archive SR messages?Content Today our customer was asking whether OEC has any archiving mechanism to archive the SR messages. Do…
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Can w able to disable the default queue in OEC ?Summary While creating SR the default queue is automatically set against the SRContent Hi Team, When a SR is created from Agent UI, automatic routing will not be happen,…
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Round robin queue SR is not assigning to logged out usersSummary Round robin queue SR is assigning for logged in users correctly but it is not working for logged out usersContent Hi, As of now Round robin queue SR is assigning…User_2025-02-05-07-27-18-901 57 views 4 comments 1 point Most recent by Justin Anderson-Oracle Fusion Service
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How to make primary contact as default of the account while creating SRSummary Map the account and primary contact in service request objectContent Hi Team, While creating service request from SR UI, based on the account the primary contact…
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Reassign service requestSummary service request to be routed to the initial ownerContent Hi Team, I would like to reassign a service request to the initial owner who assigned to a particular gr…
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New SLA assignmentSummary New SLA assignment for different Project createdContent Hi Team, We came across a requirement where each customer can have new SLA and its milestone to achieve. … -
Unable to delete drop down value in service request objectSummary Unable to delete category drop down field value in service request objectContent Hi Team, I have list of values in service request category standard field and to…
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Creating/Updating 1:M related object through REST APISummary Creating/Updating 1:M related object through REST APIContent Cant we use REST API of an object say SR to create or update 1:M related object? Ex: SR is having a …
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How to see error in Action plan - SR creation?Summary Error while creating SR using Action plansContent I have an action plan to create SRs, when I initiate the Action plan I get the error as attached. Hence wanted …
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Interaction content in Interaction history tabSummary Can we have a link or something to show the interaction content?Content Its good that in Interaction history tab under SR, ACcount, Contact we could see when and…
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Importing Service Categories for multiple languageSummary Importing Service Categories for multiple languageContent We understand Service categories support Translations from recent release. We would like to know, wheth…
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Imported Custom Status is not displaying in SRContent Hi, I'm trying to import different Custom Lookups for SR object (ex: Custom Severities, Custom Sources, Custom Status., etc) in which other lookups are being sho… -
Service Requests from Social MediaSummary Is there a way that we can Integrate owned social accounts in Engagement Cloud?Content Can we integrate owned Facebook and Instagram channels to Engagement Cloud… -
Work Order Creation - OFSCSummary Work Order CreationContent Hello Team, Need your support for creating the WO from EC. I need to know whether it is a point to point integration or via ICS. Was g…
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CTI in engagement cloud - ServiceSummary CTI in engagement cloud - ServiceContent Hi Team, Is there any done CTI functionality integration in engagement cloud? If yes, kindly share your experience and d…User_2025-01-31-00-30-32-814 70 views 1 comment 2 points Most recent by Melinda Uhland-Oracle Fusion Service
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Inbound Email - SR Creation ProcessContent Hi, When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below. {##SR0…
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Object Name for Scheduled processContent Hi All, I am looking for object name for service request inside scheduled processes. I am calling one object function using Schedule Custom Groovy Object Functio…