Service Request Management
Discussion List
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How to add an Action plan to a Service Request automaticallyHow to add an Action plan and all the actions present in that Action plan to a Service Request automatically. -
Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a…Edson Junior, Oracle 557 views 2 comments 4 points Most recent by Edson Junior, Oracle Fusion Service -
Need Feasibility for Redirecting to Previous Page After Save in Service Request Detail PageSummary: In the Opportunity object, once a record is saved from the detail page, the system redirects the user back to the previous (landing/search) page automatically. …
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Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…Nalsoft Pvt Ltd 153 views 3 comments 0 points Most recent by Prasad Singamaneni-Oracle Fusion Service
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Can we hide infolets on HR Help Desk Request dashboard for all the users?Summary: Can we hide infolets on HR Help Desk Request dashboard for all the users? Content (please ensure you mask any confidential information): I want to hide few non-…
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Saving Column Widths on Service Center Landing PageHello, Users can resize the column widths and save their layout on the Service Center landing page. However, if they close and reopen the page, the column widths revert …
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How to Create ‘Quick Action’ Buttons on the Service Request Details PageSummary This article explains how to add custom ‘Quick Action’ buttons to the Service Request Details page in Oracle Fusion Service. Quick Actions help agents quickly pe…
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Another user lock happens while setting the custom object DCL value in the activities custom DCLAnother user lock happens while setting the custom object DCL value in the activities custom DCL field. We have a Custom object ,while creating the activity we are setti…Kanne Ramu 31 views 6 comments 0 points Most recent by Umamaheswarareddy Ambati-Support-Oracle Sales
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How to disable Service Address source values in Service request standard fieldSummary: In our current implementation, we are using "Service Address Source" field on Service Request and Work Order pages to select the source for the address that nee…
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Send email with pdf attached that is generated by BI publisherSummary: BI publisher report is created to generate a pdf. When a Service request is closed the customer should get an email with Service Report pdf. Content (please ens…Hardik Gupta 27 views 2 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Import Audit logs from Oracle Service cloud (Right Now)to Oracle Fusion Help Desk or Case ManagementSummary: As part of our migration initiative from Oracle Service Cloud to Oracle Fusion Help Desk and Case Management, we intend to move not only the case management dat…Chandramouli Yangareddy 48 views 3 comments 0 points Most recent by Michelle Walter-Oracle Fusion Service
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Unable to Use AI Agent Team in Service Center UISummary: We have created an AI agent team using a Admin user; however, the agent is not available for selection or use within the Service Center object UI in Smart actio…
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avoid Signature images attachment in SRSummary: avoid Signature images attachment in SR. When user sent email and its get create service request in oracle. So, signature images like logo of company is also ge…
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Auto assign queue to Service Request through inbound emailSummary: Content (required): We are auto assigning a queue when SR is created via Inbound email. We are using below logic in a custom trigger to auto assign the queue. i…
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Conflicting relationship issue while creating SR relationshipsHi, In creating Relationships, should not be able to mark a Service Request as a Parent to it’s own Grandparent Service Request and other conflicting relationships betwe…
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In Redwood Service, I want to filter the Service Request list dropdown in the Create Relationship smSummary: Hi, In Redwood Service, I want to filter the Service Request list dropdown in the Create Relationship smart action for a Service Request. For example, when I am…
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No QueryNO Query
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How to disable few values in Service Address Source fieldIn our current implementation, we are using "Service Address Source" field on Service Request and Work Order pages to select the source for the address that needs to be …
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Preserve Context of selected record in SR Contact Object for button clickSummary: Under SR, object there is a subtab called Contacts which displays the list of contacts associated with the SR. in this subtab, We introduced a button which is c… -
Service Work Order License QuestionSummary: Can we create a Generic Service work order from Oracle Fusion Service and charge the parts, labor charges in service logistics and post? When I looked at the op…Balamuralikrishnan Vembu 56 views 0 comments 0 points Started by Balamuralikrishnan Vembu Service Logistics
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Click to dial is not working in Fusion SalesWe've done the integration with third party media toolbar. We're able to receive the incoming call and we're able to make outgoing call once we open the Third-Party tool…
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unable to get the value of StatusCdMeaningability to default a value using expression Text field: Expression return WorkOrder_WorkOrderToWorkTracker_Src?.ServiceRequestView?.Title -- Able to get value return Wor…
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how can I remove Service request Update from SR Activity panel?I want to display only action, call and email related update in SR activity panel and I have checked in configure display activity. unchecked make for display but still …
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Updating Service Request Milestones with Historical DataSummary: We need to import historical Service request data with Milestone . Is there any way provision to import SR milestone information for historical data? Content (p…
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I want to remove the 'Cases' from the 'Select Object Type' dropdownHi In Redwood Service, I want to remove 'Cases' from the 'Select Object Type' dropdown in the 'Create Relationship' smart action for a Service Request. Thanks, Babasaheb…
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How do I collect logs to debug issues with chat and phone call flows?To debug issues with chat and phone call flows in Service Center or HelpDesk, there are two different ways to collect logs. Follow either of the steps to collect log fil… -
Telephony integration in Service Center with the Redwood User Experience using UI Events FrameworkTelephony partners and Systems Implementers can leverage the UI Events framework to integrate the media toolbar in Service Center with the Redwood User Experience. UEF (…
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…