Service Request Management
Discussion List
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Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only … -
Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
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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How can I display a confirmation message when field value changes in the SR Expanded Details page?Summary: How can I display a confirmation message when the “Assign to Me” field value changes in the SR Expanded Details page in Service Center Redwood? Content (please …
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Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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AI is moving fast. Here's a small proof using UI Events FrameworkHi Team - I gave Codex a simple task: learn our UI Events Framework (to build a skill), study an exported Fusion Service extension, then build an action chain that reads… -
Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag … -
Custom Dashboard in Redwood Service Center – Graph Resize, Table Report, and Drill-Down CapabilitySummary: I have created a custom dashboard and embedded an analytics report that displays a graph (SR Routing Report). I need guidance on the following: 1. Graph Size Ad…
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Restrict HR help desk agent access based on AORHi, We have a requirement for HR Help desk agent to be able to view requests only under their AOR. Is this possible and if so- how? If not, is there a way for the agent …
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Service Request Email Notification Not Displaying Response Directly in EmailSummary: How can I get the Service Request response to display directly in the email instead of clicking the SR link? The Oracle emails I use to receive had the content …
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Not able to See the Customer ACCOUNT IN WorkspaceSummary: Not able to See the Customer details Workspace and in Sales< Accounts . The Accounts are getting migrated from Account Receivabales. I can pull it from Postman.…
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Created integration user, assigned and trying to fetch SR using REST Api but hitting 404 errorSummary: created an integration user and added all correct roles via Oracle documentation, the connection between 2 systems work Trying to use rest api to push/pull upda…
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Has anyone worked on retrieving the Payroll Process status from Timecards?Summary: As shown in the image shared below, there is a table HWM_TM_REC_GRP_SUM that has a payroll process column, but it does not store any data. Oracle Support and OT…Vikas Chenna 15 views 1 comment 0 points Most recent by RaduA-Oracle Payroll and Global Payroll Interface (GPI) -
Service Requests option not visible under Navigator > Service in Oracle Fusion ServiceSummary: We are currently implementing the Oracle Fusion Service module for the first time and have encountered an issue where the Service Requests option is not visible… -
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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How to enable both prefix and substring search in the Asset DCL field on the SR page?Summary: Currently, search suggestions in the Asset DCL field on the SR page work only based on starting letters. For example, typing ‘TEST’ returns ‘TEST250SSD’, but se…Rupesh Jambugolam 7 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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How to populate service address on selection of service address source in work order in RedwoodSummary: We are attempting to create a work order record using a dynamic form; however, the Service Address field is not populating when a value is selected in the Servi…
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Exposing Child Object List on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This step-by-step guide shows you how to display and manage a child object list (for example, Orde…
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Inline editing is not working for the child custom object.Summary: We have followed all the required steps, and we are able to see the list of child records under the parent object. Parent Object: Service Profile Custom Child O…
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Fragment Details: cx-svc-custom-child-object-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This section explains the parameters and events available for the fragment that displays child obj…
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Show related Opportunities on SR Details Page Layouts using cx-svc-sr-related-overviewSummary: Hi Team, We have a requirement to show related opportunities on Service Request details Page similar to OOTB Contacts/Teams related objects. If anyone has imple…
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Removing Specific Lookup Value (“Is Duplicate By”) from “Select Relationship Type” in ServiceRequestHello Team, I need help with the “Select Relationship Type” dropdown in the “Create Relationship” subview for Service Requests. I want to remove only the “Is Duplicate B…
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Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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Custom Smart Action for Activities is not available in Next Gen Service LayoutsSummary: Summary: Hi, I have created a custom smart action for object function called 'Create Lead' for both Sales and Service applications. I am able to access the smar… -
How to invoke an object function from an Action chain in Service Request Details Page?Hi @Edson Junior, Oracle / @John Vakoc-Oracle , We need to create an Action in the marked section in the Service Request Details Page. The action will be used to invoke …Vignesh Prabhu Ganesan 5 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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Is there any way to auto-populate CC,BCC emailaddresses when composing email in SR RedwoodSummary: We have a requirement to auto-populate CC and BCC email addresses when composing an email from the Redwood Service Center on the SR object. Is there any configu…