Service Request Management
Discussion List
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SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev… -
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… -
Integrating AI Agents in Fusion Service Center to Boost Agent Productivity⚠️ The information below may still be useful as part of the learning curve, but please note that we’ve made this easier in 26A. Check out the new CX Service Action. → ht…
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Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
Unable to receive verification codeWe have a client whose account is linked to commercial cloud. So, they gave me access to the OCI console. When I go to the commercial option on the support page and logi…
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Can we control the resolution notes and other AI related generated notes such as summarized notesSummary: Can we control the resolution notes and other AI related generated notes in HR helpdesk module? Content (please ensure you mask any confidential information): H…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…
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Your feedback requested: Frequently used email templatesWe’re exploring how AI-generated email templates can better support agents in delivering consistent and personalized outbound communications in Service workflows. To mak… -
March Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for March. In this one hour showcase, you’ll get an in-depth look at Oracle's bes…Kayleigh Halko - Oracle-Oracle 4 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle Fusion Service
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How to send SR create page level variables to SR create fragment in redwood Service center?Summary: Is there any option to send SR create page level variables to SR create fragment to use in data fetch at fragment level to create custom table on create page? C…
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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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CX Service Classic Pages- Table component in create pageIn the create service request page, we need to introduce a tabular component where in the SR creator can enter the details. It shall be a dynamic table where the user ca…
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How to add and remove columns on the account & contact pickersOverview In this Tip article, we are covering a Fusion Service Center Extensibility feature available in 23C. Now, adding and removing columns from the account and conta…
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How can we create a Tab for the Field Group in Service Request Details Layout?Summary: We need to make the "Billing Group" field group as a separate tab inside this Service Request Details Expanded layout. Content (please ensure you mask any confi…
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Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
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Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this …
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How to add a standard object as Sub Tab in Service Request Redwood Summary Layout?We need to add Contacts object as Sub Tab in Service Request Redwood Summary Layout. How? Note: We have already created a 1:M relationship between Service Request and Co…Vignesh Prabhu Ganesan 21 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
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Update Any Field: Introducing Mass SR Updates Through Extensibility!I am thrilled to announce a game-changing update in our 26A release. We know that for a long time, you were limited when it came to making bulk changes. Until now, you c…
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Work Order parts section needs to show all the products from PIMIn the work order parts section, we can see the PIM products which has the billing type as 'Material'. We want to change this to show all the PIM products. Where can we …
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How to display the approval statuses from various approvers across different fields?Summary: Display the approval statuses from various approvers across different fields Content (please ensure you mask any confidential information): Hello Experts, We ha…Shiva Kumar B 21 views 1 comment 0 points Most recent by Andrada-Oracle Fusion Applications Administration
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Approver's action status is not being updated in the field.Summary: Approver's action status is not being updated in the field. Content (please ensure you mask any confidential information): Hello Experts, We have a business pro…Shiva Kumar B 24 views 2 comments 1 point Most recent by Andrada-Oracle Fusion Applications Administration
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We need to set the Site Name on the SR create page based on Address SourceSummary: We have a requirement to populate the Site Name on the Service Request create layout based on the Address Source field. However, the Address ID is not available…
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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… -
Auto-populate "Original Request Number" and relationship when copying SRHi, is it possible to automatically populate the "Original Request Number" field in Service Center when copying an SR, without having to fill it in manually? Also, is it…Martina Di Battista 33 views 12 comments 0 points Most recent by Karyn Kurland-Oracle Fusion Service
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How to default Line Manager in Assigned To fieldSummary: How to default Line Manager in Assigned To field in the Case Management Content (please ensure you mask any confidential information): Our requirement is to def…
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How can I configure SLA in Oracle Fusion Service?Hi, I want to configure a Service Level Agreement (SLA) in the Service Request module. Can you share the step-by-step process to configure an SLA in Oracle Fusion Servic…Babasaheb Pandhare 1 view 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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How system sorting the available email channelSummary: Hi All, I may define a number of email communication channel. But I would like the default is always go to ppaebshelpdesk@pilbaraports.com.au. It is possible to…
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Weird code when composing e-mail from SR in HRHDSummary: Hi all, When composing an e-mail as smart text directly from an SR we receive that email containg a weird code at the bottom: How to avoid this behavior? Thank …
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if we create one-time addresses in work order, does that address show up at the party level?Summary: Hi Team, if we create one-time addresses in work order, does that address show up at the party level? If we create an address at ERP side for a account in work … -
Best Practice for having 1 work order(Standard Object) have multiple IB assets associated (cus Obj)Best Practice for having 1 work order(Standard Object) have multiple IB assets associated (custom Object) If "Custom object" is the child of Work Order Object ,we are fa…