Service Request Management
Discussion List
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Types of attachments on 'Create HR help desk request' pageOn the 'Create HR help desk Request' page, there is a field to upload attachments. The LOV provides two values to select - Miscellaneous and Inline Attachments. What is … -
How to refresh Redwood standard Attachments section after adding attachment via VBS Action Chain?Summary: Hello Community, We have created an extension on the Redwood Work Order Details page (/redwood/service/ec/container/fieldsvc/detail). In our custom section, use… -
Redwood Work Order List Page: Service Request and Account BlankSummary: Hello Community, We are observing an issue in the Redwood Work Order interface (/redwood/service/ec/container/fieldsvc/). Starting recently, for any newly creat…
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Prepare Category and Product Data Using Ingestion AI Agent for Service Request Automation AI AgentsSummary: Available from 26C, SR Product and Category Ingestion Assistant prepares existing category and product records as contextual data for AI classification and prod… -
Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned …
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Can we import Address Child object for a Service Request using Import Management?We have a requirement to migrate Addresses against Service Request. A standard Address child object is present for Service Request. However, we are not seeing an option …
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Milestone is not getting reflected on Redwood Help Desk pageSummary: I have migrated help desk from Classic UI to redwood and migrated older requests shows the milestone but newly created requests does not show the milestone. Ver…
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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How to Purge HR Helpdesk CasesSummary: I have deleted Cases, Notes/Messages etc.. using both Import Management and the Case Rest API earlier this week. Those Cases are no longer visible in the Applic…
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Automatically update the queue when category changesSummary: Is it possible to automatically update the queue when the agent updates the category on an SR without having to manually run the 'Run Queue Assignment Smart Act…
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Best Practice - Deleting HR Help Desk RequestsSummary: We are looking for best practices for enabling the auto-deletion of HR Help Desk requests. Content (please ensure you mask any confidential information): We cur… -
How to Make Problem Description Read-Only After Service Request Creation on Redwood Details Page?Summary Need to prevent users from modifying the Problem Description after a Service Request has been created. The field should remain editable during creation but becom…
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User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): V…
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Reply to Email not getting appended in messages Subtab under SRSummary: We are sending Email from Forward or Reply options within Messages subtab under SR. System generated unique code is also added at the end of email body. When th… -
Regarding HR help desk requests SLA'sSummary: Hi team, Can you please suggest me how to configure SLA's based on Category in HR Help Desk Content (please ensure you mask any confidential information): Versi…
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Clarification on Hyperlink Support in Groovy-Based NotificationsSummary: Hi Team, We are working on a requirement to include a clickable link to an HR Help Desk Service Request within an email notification. As part of our testing, we…
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How to Make a Field Read-Only After Save on Redwood Service Request Pages?Summary Need to make a field (BSG Action LOV) editable during Service Request creation but automatically become read-only after the record is saved. Looking for a suppor…
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Account, Product, and Asset LOVs returning no records in Create SR (Fusion Service)The Account, Product, and Asset LOVs are returning no records when creating a Service Request (via Service Center). Setup: Accounts exist and are Active. Service Logisti…
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How to Access Service Request Record Values from Action Chains in Redwood UISummary: Unable to Retrieve Field Values Using getFieldValue() in VBS Action Chains on Redwood Service Request Details Page Content (please ensure you mask any confident…
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How to close HR Helpdesk Service Requests in bulkSummary: How to close HR Helpdesk Service Requests in bulk Content (please ensure you mask any confidential information): Hi All, Greetings! We have the requirement to d… -
Auto populate severity to high when Critical field is turned onSummary: We want Severity field to auto update to high when Critical flag is turned on. I tried the below server script( Application Composer —> HR Helpdesk —>Server Scr…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Best practice for bulk outage notifications to multiple recipients in Fusion Service?Hi everyone, We’re using Oracle Fusion Service for an outage-notification scenario. The customer needs to: Create service requests in bulk. Send an outage notification t…
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Groovy Script for Notification Trigger is not workingSummary: Groovy Script for Notification Trigger is not working Content (please ensure you mask any confidential information): Hi All, Greetings! We are currently working…
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Fusion Service: can’t change SR status on an inbound email reply (automation rule and Groovy)Summary: In Fusion Service (Redwood), we want a customer’s email reply to an existing SR to change its status to “Customer response received”, while the first (originati… -
Adjust Column Widths to Fit in Screen in Redwood List Pages (Available in Sales but Not in Service)In Redwood list pages, "Adjust Column Widths to Fit in Screen" is available in Sales but not in Service. Is there a way to enable or implement this feature in Service?
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Exploring 25A Enhancements to the cx-svc-sr-create Fragment: What’s New and ImprovedIn this how-to article, I demonstrate how to use the improved cx-svc-sr-create fragment in Oracle Visual Builder Studio to make creating service requests easier for you.…Edson Junior, Oracle 127 views 2 comments 2 points Most recent by Edson Junior, Oracle Fusion Service -
It is time for an update "Fusion Service Extension Assistant has been updated for 26C"The Fusion Service Extension Assistant has been updated for 26C, with refreshed extensibility references, Service Jumpstart guidance, and What’s New coverage. I updated …
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A Free Path from Fusion Service Classic to RedwoodMoving from the Fusion Service Classic user experience to the Redwood user experience can feel like a big job. You may have pages, layouts, custom objects, scripts, and …